Modem returns from Customers who are not in JUMP coverage

I have been advised this week by partners of two instances where customers are seeking replacement modems but their addresses now fail the Skinny Jump address coverage check.

My advice in both instances has been to provide a replacement modem.

Jump coverage and tower capacity is something that is changing all the time and while we are not permitted to connect new customers at addresses that fail the coverage check, we must give priority to existing customers in replacing faulty modems.

One partner raised a concern that the customer involved could have changed addresses since they were originally connected two years ago. We (DIAA) do not hold records of customer addresses in situations where modems have been issued by partners, so we have no way of checking. The other situation involved the transfer of a modem within the family at the same address.

Our recommended approach is to remind customers that they must always check with the Skinny Care Team (0800 475 4669) before relocating their modems to a new address, but if customers advise that they are at the same address as the one they used when originally connecting to Skinny Jump, then we have to take that at face value and provide whatever assistance we can to keep their connections active.

Customers should be advised that in areas that have reached capacity, the performance of their connections might not meet the standard expected of a broadband service and if they were unhappy with the performance of the replacement modem, they should return it (with packaging) and seek an alternative service.