Customers needing replacement modems – it’s your call

Clarifying the Process for Replacement Jump Modems

We regularly receive reports from partners about Jump customers requesting replacement modems — often because their modem has been lost or stolen, or because they’ve been referred by the Skinny Care Team. These situations can put pressure on your staff, especially when customers arrive unannounced and expect an immediate replacement. In some cases, they may become quite insistent or even stroppy.

However, Jump partners do not have the tools or access needed to issue replacement modems on the spot. That’s why our recommended process is for all replacement modem requests to be directed to the Skinny Care Team (0800 475 4669).

The Skinny Care Team has the systems in place to:

• Check whether a modem is genuinely faulty.
• Verify the customer’s identity and Jump status.
• Complete the required Modem Returns form, which triggers the modem de-linking process and a request for DIAA to courier a replacement.

Once the form is submitted:

• We (DIAA) arrange for a replacement modem to be sent directly to the customer.
• We also include a prepaid courier bag for returning the faulty modem.
• The de-linking process takes a few days, ensuring that by the time the new modem arrives, the customer’s account is ready to be activated.

Lost or Stolen Modems

If a modem has been lost or stolen, partners must not issue a replacement under any circumstance. The customer must contact the Skinny Care Team directly to report the issue and begin the verification process.

Incorrect Information from Skinny Care

It seems that part of the confusion arises when Skinny Care agents mistakenly direct customers to Jump partners for replacements. Please note: Skinny agents should never refer customers to partners for replacement modems. If they confirm the modem is faulty, they should complete the Modem Returns form instead.

Managing Customer Expectations

We know it’s not always easy to turn customers away — especially when they show up unannounced. That’s why we strongly encourage all partners to:

• Clearly communicate to your community the type of support you offer.
• Decide whether Jump support is provided via:
  • Drop-in sessions,
  • Set times during the day/week,
  • Appointment only.
• Avoid providing support during staff lunch breaks (12–2pm) or during busy periods such as school holidays, when other programmes may take priority.

Optional Modem Replacement by Partners

If you do choose to issue a replacement modem (e.g., if you have one available and have time to assist), that’s entirely up to you. While this is outside our standard process, we’re happy to support you if you have the capacity.

Just ensure that customers understand:

This is a back-end procedure that cannot be fast-tracked — not by delivery partners, the Skinny Care Team, or DIAA.

The de-linking process cannot happen instantly.