Always use your own email when filling out a Modem Returns form

I had an inquiry today from a partner wondering if the modem she had entered on a Modem Returns form had been de-linked yet, as she wanted to proceed in setting up her customer with a new modem.

I explained to her that she should have received an email notification from the Skinny Care Team, advising her when the modem has been delinked. But then I checked her Modem Return responses and realised she had used a generic email at the start of the form.

This email should always be the one belonging to the staff member completing the form.

Skinny uses this email to notify you when the modem has been de-linked and whether it is ready for re-issue or whether it should be set aside until we (DIAA) send you a recovery bag.

In the case above the partner had used a generic internal email, so that not only did she not receive the notification email, no-one would have received it. As an internal email, it was set to reject any outside messages.

Partners should get a heads-up about this as soon as they submit a Modems Return form, as a copy of the information submitted on the form is returned to the email entered in the first field on the form. If you don’t receive this, then it is possible you have used an email that is blocked for outside parties like Skinny Jump.