We have had two Ciena customers contact us to ask why their Ciena Plan did not renew on 1 May. We escalated this to the Skinny Jump team at Spark in case this was a system glitch that could be affecting other Ciena customers.
The good news is that this isn’t a system glitch, so hopefully only two customers have been affected. The reason identified is that these two customers attempted to purchase additional data during month and when they did this, their accounts reverted to standard Skinny Jump.
The Jump team acknowledges that this could be confusing for customers and would like to remove the top-up option altogether for anyone on a sponsored plan, but this involves further software development and this could take some time.
As an immediate fix, any customer on a sponsored plan who attempts to top-up their account will now receive an error message.
This does highlight how important it is that Ciena partners carefully explain that being on a Ciena plan means they cannot top-up their accounts, as they are already receiving the maximum of 6 top-ups (210GB) each month.
We acknowledge that the User Guide and Partner Guides do not really cover this situation and this is something the Jump team is going to take a look at, but in the meantime, please make a special point of explaining this to Ciena applicants.
We will contact the two families that have raised this with us – their accounts have already been reset for the Ciena plan. Please contact us on email@example.com if any customer raises this issue with you and we can arrange for their accounts to be re-provisioned with the Ciena plan. Thank you.