Some partners are continuing to contact Skinny when they have a question about the supply of modems, and as we are currently experiencing 2-3 week delays in the shipment of modems, these inquiries seem to be on the rise.
Please do not contact Skinny or the Spark Foundation (or Sue Kini for that matter) if you have a question about modem supplies. All these inquiries must go to jump@diaa.nz
Most of these inquiries relate to partners running out of modems. We clearly want to avoid this situation if at all possible. Part of the problem seems to be caused if modems are issued without Profile Forms being completed. Almost invariably, we find that when a partner reports ‘no stock’, their Google register indicates a number supposedly being available. We rely totally on the Profile Forms to update your Jump registers – when your stock drops to the pre-set trigger level (cell G2), we automatically generate a new order for you.
We aim to set the trigger level equivalent to 2-3 weeks of your turnover; if we get this right and you always complete the Profile Forms, you should never run out of modems.
This is not an exact science of course, but we do our best to smooth things out. At any point in time we have up to 2000 modems in what we call the pipeline – between the supplier and the end customer through a local delivery partner. This only represents an average of around 6 modems per partner. The combined value of this stock is around $500,000, so we try and keep the pipeline as trim as possible.
We are happy to adjust your trigger levels if you are consistently running out of modems, so please do get in touch (jump@diaa.nz) and we’ll see if we can improve things for you.
Digital Inclusion Alliance Aotearoa 
Kia Ora Laurence
I have a whanau who have one of the flat modems and he is struggling to login although it states he has $70.00 credit his modem is not working he has contacted all the numbers required but has not worked for him any information would be greatly appreciated
LikeLike
When it comes to faulty modems and credit on accounts, these are issues that only Skinny can solve. Skinny requires the customer to contact them directly on 0800 475 4669 and if the modem is in fact faulty, they will ask the customer to return the modem to you and get a replacement. The faulty modem needs to be de-linked from the customer’s account and then the customer must use their same email to set up a new account and link the replacement modem. The customer must then call the Skinny Team again to arrange the transfer of the credit funds to their new account.
LikeLike