Laurence Zwimpfer

Jump Modem Home Deliveries – Duplicates

Some people are submitting more than one Application for a home-delivery Skinny Jump modem and this can result in more than one modem being sent. Sometimes, it appears that when people received a copy of their application, they discover an error in the address or other details they have submitted, and so they submit another application to correct the error. We have added a note to the message that applicants receive with the copy of their form to request that they do not resubmit their application to correct an error, but instead email or phone us (jump@diaa.nz or 0800 463 422) and we can correct the database before we courier the modem.

Others seem to re-submit their applications after a few days – maybe because they haven’t received their modem. We have also added a note to recipients to explain that it will take 3-5 working days for the modem to arrive. If they want to find out more details, we can supply a courier tracking number for them to monitor themselves (phone Shelley on 0800 463 422 to get the tracking number). We are aware that courier deliveries can sometimes get stuck at local courier depots, especially where they have attempted delivery and have been unable to locate anyone.

If any inquiries come to you, as a Jump partner, about the apparent non-delivery of a modem, please encourage recipients to take the above action (or you can do this on their behalf). Please strongly discourage them from submitting another application as this only makes extra work in recovering the duplicate.

We have an active monitor in our database for detecting duplicates, but this is not 100% reliable, and at times a duplicate has been sent. We then have to make efforts to contact the recipient to recover the duplicate; our standing instruction is for the recipient to hold the duplicate and return it to their nearest local Jump partner after the COVID-19 lockdown ends. Partners should then add this to their stock – we would appreciate notification when this happens (to jump@diaa.nz) – name of recipient and IMEI number – so that we can update our records. As a last resort we could send a prepaid courier bag for the return of the modem if for any reason the recipient is unable to return it to a Jump partner.

Faulty Jump modem replacement process

If a user suspects they have a faulty modem, they must contact the Skinny Helpdesk on 0800 475 4669 in the first instance. The Helpdesk team will do their best to resolve the problem remotely, but they may conclude that the modem is faulty and ask the user to obtain a replacement from their local Jump partner. Whenever a modem is deemed to be faulty, the Helpdesk will automatically de-link the faulty modem from the user’s account, so that when they sign up with a new modem, they can use the same email address. (Note that this is what should happen but sometimes a new Skinny team member overlooks doing this. So users should be advised to contact the Skinny Helpdesk when setting up the new modem if they find they can’t use their existing email address.)

Prior to the COVID-19 lockdown this involved the user taking the faulty modem to their local Jump partner and getting a new one. During the lockdown, DIAA is managing this process nationally. When we are advised of the need for a replacement modem, either through the Skinny Faulty Modem register or by email from a partner (send to: jump@diaa.nz), or by phone (0800 463 422), we will courier a replacement modem with the following note:

Note with faulty modem replacements

Note that we are asking users to return the faulty modem to partners. Please add this to your faulty modem box and when you have five or more, we will send you a courier sticker and address label for Sims Recycling.

Note: this does not apply to modems issued to students under the MoE programme. These modems are to be returned to DIAA for repair and refurbishment

Ministry of Education announces plans to connect all school students

The big news of the week came on Wednesday 8 April, with the Minister of Education, the Hon Chris Hipkins, announcing an $87.7 million plan to roll out learning from home. This will involve a combination of online, television and physical learning resources. The part that mostly affects Jump partners is the provision of internet services for households that currently do not have an internet connection. The Ministry is collaborating with all telecommunications and internet service providers to make this happen as quickly as possible, with priority being given to households with senior secondary students working towards NCEA.

Spark is contributing to this by accelerating the deployment of Jump modems, the first of which were distributed on 9 April. These are being supplied direct from the warehouse of Spark’s hardware partner, Ingram Micro. DIAA will be assisting at the national level with faulty modem returns, but we are not expecting to involve delivery partners in handing the returns or in supplying replacements.

The process for reporting faulty modems will be the same – all Jump users must contact the Skinny Helpdesk if they suspect a faulty modem; the Skinny team will attempt to resolve the problem remotely, but if they are unable to do this, they will log the modem details in an online fault register that is shared with DIAA. We will supply a replacement modem and either:

(1) a courier bag for the return of the modem to us (mainly for units supplied as part of the school programme); or

(2) instructions to hold the faulty modem until after the lockdown, when it should be returned to their nearest Jump partner (see below).

Note with faulty modem replacements

All Jump customers to get data boost from 15 April

The Spark Foundation and Skinny have announced a 6GB daily data boost for all 6000+ Jump customers that will take effect on 15 April 2020. The data boost will apply between 9am and 3.30pm on every weekday. While this is mainly intended for families with school-aged children, many of whom will be relying on a home internet connection when Term 2 commences on 15 April, the expanded eligibility criteria announced on 25 March means that everyone who has signed up for Jump during the last two to three weeks will also benefit (and of course who signs up over the coming weeks).

Do Jump customers get the 60GB data boost being offered by Skinny?

Skinny Jump is a subsidised broadband service for homes who currently do not have broadband because cost is a barrier. On Wednesday 25th March, 30GB plans were reduced from $10 to $5, making Jump even more accessible to low income homes. This is a permanent pricing change.

Because Skinny Jump is already a subsidised product the 60GB data boost does not apply to Jump customers. We hope that homes that previously had no broadband find Jump is a price accessible service that allows them to get and stay connected.

Support for school students needing home internet connection

With schools now closed, how are we helping school students who do not have broadband?

Spark, Skinny and Spark Foundation are in discussion with the Ministry of Education about how they can help get all school students set up with a broadband connection. Jump might play a role in this, as might other technologies like fibre and copper connectivity.

The MoE has indicated that around 50,000 homes with school students don’t have a broadband connection. Rolling out at this scale (and pace) comes with many logistical challenges. The Spark Foundation is asking all schools requesting Jump to sit tight for now so they can coordinate a plan with MoE.

Families who don’t want to wait may sign up using our existing processes; for the most part this currently involves registering online using our Skinny Jump Order form. A modem will then be couriered to the family with a self-service user guide to activate the modem and set up a Skinny account.

However, we (DIAA) are not able to respond to schools requesting large volumes of modems; we hope this will be sorted by MoE before schools open again after Easter.

Jump modem deliveries during COVID-19 Stage 4 Alert

We are continuing to supply Jump modems, as internet connections are recognised as an essential service:

Basically there are two options:

Option 1: Partner Assisted. This is a variation of our current (pre-COVID-19 Lockdown) model. Modems are still supplied by the Jump Partner, but the family is assisted by phone with the set up process, including new email if required, creating the Skinny account and completing the online Stepping UP Profile form. Pretty much the same as you have been doing, only without the user physically coming to the library. The new Skinny User Guide now being supplied with all modems explains what families need to do when they get their modem home, including top-ups. The main challenge with this model is how you as a partner get the modem to the family; if couriering is the only option, then you are better to go with Option 2 below. Some partners are implementing ‘no-contact’ options where families can collect their modems from the front porch or deck of the Partner’s home after it has been set up. (we have received 56 signups through this process in the last 2 days)

Option 2: Self Supported. In this case, people contact you as the designated staff person by telephone. You complete the online Spark Jump Order form on their behalf based on information they supply over the phone. And that’s all you need to do (takes just a couple of minutes). We (DIAA) receive the submitted order form and courier a modem directly to the user, along with a Self-service User Guide. This explains how to set up a Skinny account, which the user can either do on their own or they can call the Skinny Helpdesk for assistance. (we have already received 120 requests through this process in just 2 days)

The main difference between the two options is whether you supply the modem (Option 1) or whether we courier directly to the use (Option 2). For both options we need your assistance in responding to initial inquiries and helping users complete the documentation.

School requests for bulk supplies of Jump Modems

Schools are preparing for the possibility that they might need to close as a result of the COVID-19 alert and this has prompted them to take steps to ensure that all their students could continue to engage in online learning. Which of course means that their students will need a home internet connection. Schools have been checking with their students to find out how many do not have access to an internet connection at home and early indications are that this could be tens of thousands.

Some schools have already approached Jump partners requesting large quantities of Jump modems – one Auckland school has asked for 300. Clearly current Jump partners do not carry sufficient modem stocks to satisfy this demand.

The Spark Foundation and Ministry of Education are discussing a contingency plan for supporting the estimated 50,000 households that currently do not have a broadband internet connection. A roll-out on this scale will place a large strain on all types of resources, so strategies are being implemented to ensure a pragmatic, well-managed and targeted approach is taken.

We’ve been advised by the Spark Foundation that the MOE will liaise directly with schools on this matter and that schools will hear from them in due course. However, in the meantime, please remind schools that families who want to be pro-active and start preparing for the possibility of their children’s school(s) closing, are more than welcome to contact their nearest Jump provider and make an appointment to sign-up for a connection.

It would be helpful if you could let us know if any schools contact you about this – could you ask the school for an estimate of how many households could be affected and a contact name, phone and email at the school and send this to us at jump@diaa.nz. We can then make sure these schools are informed directly when the Ministry’s contingency plan is decided.

Jump modems to be powered up from homes (not at the setup location)

From 25 March 2020, JUMP modems should not be powered up until customers get back to their homes. This is a change to our current operating procedures, where we have encouraged families to power up their modems as part of the set up process, partly to test that the modem has been activated correctly but also to make sure that families understand how to WiFi connect their digital devices to the modem, using the WiFi key (also referred to as the WiFi password).

The reason for this change is that when the modem connects to the Skinny internet service for the first time, it ‘geo-locks’ to the nearest cellphone tower. If the Jump user’s home is located in a different cellphone tower coverage area, it appears in Skinny’s management system as a breach of the service terms and conditions, i.e. the modem is not to be moved between addresses without notifying Skinny.

We suggest that each partner hold a demonstration modem (which does not have to be linked to an account) and this can be powered up during the setup process to explain the different indicator lights as well as the process for linking digital devices using the WiFi key.

If families require any further support when they get home, they should contact the Skinny Helpdesk (0800 475 4669).

JUMP Speed Test Vouchers to stop on 25 March

As from 26 March 2020, we will no longer be issuing a complimentary Skinny voucher when families complete a speed test and send us the results. Partners should continue to encourage JUMP families to complete a speed test when they get home, just to confirm that the connection is working, but we will no longer require them to send us the results.

This was introduced as an incentive to get families to complete an online survey and to provide confirmation that they had successfully linked to the internet from their home. With the expanded eligibility criteria, to be introduced on 25 March, we are trying to streamline the connection process to allow even more people to benefit from JUMP.