The Skinny Care team has advised that there could be some delays in de-linking and resetting modems; some staff have been temporarily diverted to assist with call queues.
Their goal is to action all de-linking/ reset requests lodged through the Modem Return form within 36 hours.
This is just a heads up in case your customers expect you to arrange instant de-linking of faulty and returned modems. Do remind them that the correct procedure is to report the fault to the Care team and this will trigger a replacement modem being couriered to them. By the time it arrives they can be 100% sure that their faulty modem has been de-linked and they can use the same email to set up a new Skinny account with their replacement modem.
Digital Inclusion Alliance Aotearoa 