As part of the fault assessment process, The Skinny Care Team may ask a customer to do a ‘factory reset’ of their Jump modem. This involves using a SIM eject tool or a paperclip to push in the Reset button (located just below the two small black buttons on the back of the modem). The Reset button must be held down for up to 10 seconds, while all the lights on the front of the modem turn themselves off. When the Reset button is released, the lights will progressively turn back on.
This process is what is termed a ‘factory reset’, when all the settings are returned to their original state. If the Wi-Fi password or Username have been changed, they will revert to the default password and username printed on the modem.
If none of the lights come back on make sure the modem is plugged into mains power and the power on/off button (also on the rear of the modem) is “on”, i.e. pushed into the ‘in’ position. If the green power light on the front of the modem doesn’t come on, this would suggest a problem with the power supply.