We get regular reports about Jump modems being lost or stolen. This presents a slight dilemma for customers when calling the Skinny Care Team to request a replacement. The IVR for Jump (press ‘3’ when calling 0800 475 4669) asks callers to enter their broadband number and verification code. But this is pretty difficult to do if the modem has been lost or stolen, or in some cases the transparent sticker with these details has been removed.
The good news is that Skinny Jump Care Agents can retrieve these details if they are sure the person calling is who they say they are. Normally, they would request the broadband number and verification code, printed on sticker on the side of the modem. Or they may ask the customer to retrieve these details from their Jump app.
In the absence of these details, the Skinny Jump agents may request the following details to verify the caller:
(1) registered email address;
(2) service address; or
(3) last top-up.
Once the Care Agent is satisfied they are talking to the right person, they will retrieve the modem details and complete a Modem Returns form, including a request for a replacement modem to be sent if this is what the customer wants.
Of course, all this assumes that the customer has been able to reach a Skinny Care agent. If they choose the IVR path (press ‘3’), they will get caught in a never-ending loop, unless they attempt to enter a broadband number and verification code; if these numbers are invalid they will then be given the option to press ‘9’ to talk to a Care Agent. More on this in my next post.
Digital Inclusion Alliance Aotearoa 