What do you do when a customer reports a stolen Jump modem?

Rarely a week goes by without at least one report of a stolen Jump modem.

The first and most important thing for customers to do is to report this to the Skinny Care Team (0800 4754669). They will immediately block this modem so that it becomes inactive and of no use to the thief.

The second thing the Care Team will do is initiate a process to de-link the modem from the customer’s email, which means the customer can use the same email when signing up for a replacement modem and arranging for any credit on their old account to be transferred.

The third thing the Care Team will do is to ask us (DIAA) to send a replacement modem.

So the answer to my question is that you, as a Jump partner, should not have to do anything. But I know this doesn’t stop customers getting in touch with you to request a replacement. If they do, and they know their Jump broadband number, you can complete a Modem Returns form to initiate the replacement process. But you will not be able to issue a replacement using the same email until it has been processed by Skinny – and this can take 1-2 days.

So, our advice is to always refer customers reporting stolen modems to the Skinny Care team.