You do not need a new modem for the CIENA plan!

We have nearly reached our target of 350 new families signed up to the Ciena plan, but just a word of advice for partners signing up the last few.

Yesterday, a customer signed up for Jump and the helpful library staff explained about the CIENA plan, so she signed up. But oh, oh! When she got home and plugged her modem in, she discovered that she only had 35GB instead of the promised 210GB. So thinking that the library team had given her the wrong modem, she promptly reported this to a Skinny Care agent who determined her modem was faulty and asked for a CIENA replacement to be sent.

Fortunately she had a distinctive second name and this rang alarm bells in our office when the faulty request arrived.

So, a quick email to explain to the customer that all Jump modems are provisioned for standard Jump, so everyone receives a free 35GB start-up package. This hopefully keeps them going until the CIENA provisioning request makes its way to the Skinny team and the customer’s account is updated to CIENA (normally within 24-48 hours) – this is carried out remotely and has nothing to do with the physical modem.  When it is provisioned, hey presto, customers discover 210GB data on their account, which is renewed on the 1st day of every calendar month.  There is no need to replace the modem. 

So hopefully, all’s well that ends well.

Just a reminder to everyone signing families up for CIENA, please tell them it might take 1-2 days before the CIENA provisioning is in place.