Jump customers to get extra year before their SIM expires

More good news for Skinny Jump customers!

We know that around 17% of all active Jump customers (that’s over 5000 customers) never use more data than their free 15GB top-up each month. This of course means they have a totally free internet connection.

But until recently, the downside has been that the Jump modem SIM cards expire if they are never topped up within a 12-month period. This expiry period has now been extended to 24 months for all new customers after 12 March 2024.

So while this is good news, there does come a day when Jump customers who rely totally on their free 15GB will face SIM expiry. This means the modem is classified as faulty and needs to be returned for repair, including a new SIM card.

To avoid this problem, all that Jump customers have to do is to make sure that they carry out at least one top-up and plan renewal every two years.

Now comes the hard part. Will people in this very low data usage group even remember how to top up when the time comes? We suspect most of the people who rely on the free 15GB data are elderly; how can we expect them (or anyone else for that matter!) to remember how to do this after two years. They probably won’t even be able to find their user guides after all this time.

We also know that over 30% of all calls from Jump customers to the Skinny Care Team are seeking help in topping up and renewing their plans.

So, we are looking for on-the-ground suggestions about how to solve this problem. Top-up Tuesdays??

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Author: Laurence Zwimpfer

I am committed to supporting the development of New Zealand as a digitally included nation, where everyone has equitable opportunities to benefit from the digital world.

6 thoughts on “Jump customers to get extra year before their SIM expires”

  1. Top up Tuesday’s texted to clients could work as well as the “Mobil Smiles” and “Countdown Everyday Reward” reminders that clients get? 🙂

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  2. Could Skinny automatically generate an email reminder to customers whose SIM is about to expire, along with instructions for how to top up?

    It may not reach those customers who do not check their emails, but surely it would reach most of them.

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  3. Could a small package with a gratitude band or not too expensive treat from Skinny Jump could be couriered to the customer after 22-23 months of no top-ups by Delivering for Good with a reminder to up and instructions, plus maybe a fridge magnet message.

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    1. Thanks Alistair – that’s an interesting idea. We will have to address a key privacy issue, as we (DIAA) do not know which customers are reaching their 24-month SIM limit. This is data that Skinny Jump will have to share with us and I am not sure how their privacy lawyers will view this.

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