“No Coverage” – What happens next?

Duncan Philps from Onehunga Library asked this interesting question recently and it’s just possible that some other Jump partners might also have similar lingering thoughts.

Let me restate a few facts about this while answering Duncan’s question.

A customer contacts you and wants to sign up for Jump. What’s the first thing you do? Check their address has Jump coverage of course. And then you have to deal with a disappointed customer when you get this message:

FACT ONE: No coverage doesn’t necessarily mean ‘no coverage’: First thing to note is the small print, explaining what “No coverage” means. Nine times out of ten, it doesn’t actually mean there is no coverage, as the 4G network is very widespread and it is quite rare to discover a location with no wireless coverage. Most of the time it means that it is a capacity issue, i.e. the address is an area that has reached the maximum number of modems that can be connected to the nearest cell tower. The reason for capping the number of connections is to preserve an acceptable standard of service for existing customers; adding too many connections will degrade the service for everyone served from that tower.

FACT TWO: Cellphone towers radiate in three 120 degree sectors: Your customer might then want you to explain “how come then that my neighbour has coverage”, or “I tested my neighbour’s Jump modem in my house and it worked!” Click on the even smaller print in the “We’re sorry” message and you’ll end up here. You should also have copies of a DL pamphlet explaining cell tower coverage; you can find a link here to order more if you have run out.

FACT THREE: The Skinny Jump coverage checker is updated every night: The number of broadband customers connected to any cell tower can vary every day, so that a coverage check the next day or later in the same week could give the green light for a new connection. Customers can also move to other wireless service providers or a fibre connection, freeing up space on the Skinny tower.

FACT FOUR: For customers without coverage, completing an Online Application Form or a Profile Form does not guarantee a Jump connection: We introduced these options for partners primarily to help diffuse difficult situations with angry customers who cannot walk out the door with a Jump modem.

FACT FIVE: Capturing the details of ‘no coverage’ customers enables us (DIAA) to double-check coverage/capacity at the customer’s address: We do this when processing both the online applications and the profile forms. Sometimes we get a pleasant surprise and discover that capacity has become available and will contact the customer directly to see if they still want a Jump connection. But it is quite rare to get a positive result straight away. We check these addresses three to four weeks after receiving the ‘no coverage’ application and advise the customer by email of the result. We do not automatically do any further checks, which is why we advise customers to check themselves periodically, and many do this.

FACT SIX: Skinny does not contact Jump applicants who complete a ‘no coverage’ response on an Online Application or Jump Profile form when capacity becomes available: Skinny does not have access to individual customer information on either the Online Application of Jump Profile forms. The Skinny team uses the same address checker that we do.

FACT SEVEN: Capturing ‘no coverage’ addresses helps us inform Spark of Skinny Jump blackspots: We aggregate the data from the ‘no coverage’ responses to identify areas where there are many people waiting for Jump and share this data with Spark. That said, we have no influence on how Spark prioritises their investments in further 4G cell tower capacity. We know they have made significant investments in 5G infrastructure and we hope that as customers migrate to 5G, this will free up more 4G capacity for Jump.