During lockdown, we are couriering replacement modems from our Wellington base together with a courier bag for the return of the faulty unit.
The process works like this: the Jump customer contacts the Skinny Care Team on 0800 475 4669 if they have a suspected problem with their modem. The Care Team may be able resolve this remotely, but if they can’t they will refer the customer to our (DIAA) 0800 number (0800 463 422) for Shelley to arrange a replacement.
Shelley takes on the role that Jump partners would normally provide, getting details of the modem (IMEI Number), customer’s name and physical address. She then completes the online Modem Return form to ensure the old modem is delinked from the customer’s account and arranges for a new modem to be sent.
By the time the modem arrives (typically within 2-3 working days), the Skinny Support Team will have actioned the de-linking request and the customer can proceed to set up a new account.
If the customer has a credit balance on their old account, they must contact the Skinny Care team again, after they have their new modem and new Skinny account set up, to arrange for the credit balance to be transferred.
If a customer contacts you, as a Jump partner, directly rather than contacting the Skinny Care Team you are welcome to follow the same steps as Shelley, i.e. capture the contact details for the customer and the IMEI number of the faulty modem, email these to firstname.lastname@example.org, and complete a Modem Return Form.
Hopefully, this time it’s good news! This morning, the Spark Foundation team advised that all pipeline modems (i.e. ones you have received from Ingram Micro during the last few weeks) have now been checked and provisioned for Jump. There are only 12 modems that have been issued to customers that have not been correctly provisioned; the Skinny team is contacting these customers individually to sort this out.
If any partners do receive a returned modem (they will only be B618s) that has been issued during the last few weeks and is causing problems for customers, please use the Returned Modems form to get it reset and provisioned correctly.
Please contact us immediately on email@example.com if you discover any further modems that have not been provisioned for Jump. Please provide the IMEI number of the modem concerned. Thank you.
It is clear from an analysis of the ‘faulty modem’ and ‘returned modem’ forms that there are different interpretations of these terms, so here’s my attempt to explain this more clearly.
REUSE: When a modem is returned by a customer, our first objective is to get the modem reset remotely so that it can be reused. So provided the modem:
(1) has not been reported as faulty; or
(2) is not physically defaced or damaged; and
(3) has all its bits (modem, power supply and ethernet cable)
this should be treated as a Modem Return. By completing the Modem Return form, the modem will be reset remotely and become available for re-issue (reuse). You will receive an email confirmation when the modem is reasdy for re-issue, or with other instructions from the Skinny Support Team. This normally happens the same day.
REPAIR: This is what we want to happen when a modem is faulty, and the Skinny Care Team has advised the customer to return the modem to a Jump partner and get a replacement. In this case, Partners should complete a Faulty Jump Modem Returns Form. Our objective is to send the faulty modem for repair; completing the form will result in a courier bag or label being sent to Jump partners for the return of the modem (as an aside, we know some of you have been waiting for some time for the courier bag/label to arrive; we aim to clear the backlog within the next week).
RECYCLE: This is perhaps where most of the misunderstandings are occurring. We are using the term ‘recycle’ to mean that the modems will be disassembled and the various materials separated and then sent for the manufacture of new products. ‘Recycle’ should not be confused with ‘Reuse’. Very old modems or ones that have been physically damaged or defaced, or ones that have parts missing are most likely to be assigned to your recycle box. When you have 5 or 6 modems ready for recycling, get in touch with Shelley (firstname.lastname@example.org or phone 0800 463 422) and she will send you a courier label for the Jump recycler.
Now that is hopefully a bit clearer, a huge thank you to the partners who are following the new modem return processes. Since 5 January 2021, 250 modem return forms have been completed – that’s over $30,000 worth of modems that are able to stay in use. We have also received just under 100 Faulty Modem forms; we have assessed 68% of these as ‘faulty’. The other 32% are either suitable for reuse (and the Return Modem form should have been used) or should be assigned to the recycling box.
We were advised today that the issue concerning modems received by partners in the last week not being provisioned for Jump has been resolved. As we suspected, a mistake had been made by Ingram Micro and modems were distributed without being provisioned for Jump.
The problem has not only been fixed for future shipments but all modems shipped without being provisioned for Jump have now been updated remotely.
However, the Spark Foundation has asked us to contact customers who received a B618 modem from an Ingram direct shipment on 15 and 16 March to make sure they can see the Jump dashboard with the initial 30GB of data. We will refer details of anyone who can not see the Jump dashboard (as opposed to the Skinny one) back to the Foundation for them to manually load the initial 30GB.
If you have modems returned because of this issue,please use the modem returns process to get them delinked and reset.
Sally Ann Hardwick from Helensville Library raised an interesting point this morning and this made me realise that others might also be confused. Sally had read by blog posts from earlier this week (made my day to know that someone reads them!) and she was following my specific instructions by requesting a Sims courier label to return modems for recycling that had been returned prior to 5 January 2021 (the new procedures date for ‘modem returns’).
However, when I discovered that the returned modem had only been issued on 30 November 2020, I thought this should be managed under our new ‘de-link and reset’ procedures rather than sent for recycling.
So, I think there is a need to revise my instructions to provide more flexibility:
(1) Any returned modems that you are holding (whether they were returned before or after 5 January) and look to be in an OK condition – with packaging, power supply and ethernet cable – should be treated as potentially available for re-issue. You should use the Modems Return form to get the modem de-linked and reset, ready for re-issue.
(2) Any returned modems that are dirty, defaced or have missing parts should be treated as faulty, and you should use the Faulty Modems form.
Thank you to Jo Cocker from Te Manawa Library in Massey Auckland, who was the first to discover a glitch with the new faulty modem process that took effect yesterday. The tiny URL for the Faulty Modem form was linking to an old version of the form; needless to say, this has been fixed. But we do appreciate this sort of feedback. As one of our famous Wellington retailers (LV Martin) used to say “It’s the putting right that counts!”.
So, to summarise the new process:
Customers must contact the Skinny Helpdesk Care Team (0800 475 4669) if they suspect their modem is faulty; the Care Team will attempt to resolve the fault remotely, but if they can’t, they will advise the customer to return their faulty modem to a nearby Jump partner and pick up a replacement. The Care team will also initiate an internal Skinny process to de-link the faulty modem from the customer’s account (this means that by the time the customer arrives at a Jump partner to get a replacement modem, the modem will already be de-linked and the customer can use their same email to set up a new Skinny account with the new modem).
For customers who for any reason are unable to visit a Jump partner, e.g. rural location, disability or otherwise house-bound, the Skinny Care Team will log the fault report with DIAA and we will send a return courier bag and replacement modem to them.
Customers must use the same email address to set up a new Skinny account and they will then be able to transfer any unused credit balance on their old account to their new account. Note that customers can only use the same email address after the faulty modem has been de-linked, which is why this process is now automatically initiated by the Skinny Care Team when the fault is first reported.
There should be no need for partners to email the Skinny Support Team (email@example.com) to make a request for modem de-linking.
All faulty Jump modems (B315s and B618s) are now to be returned to Telegistics, where efforts will be made to repair them; those that cannot be repaired will be sent to Sims for recycling.
When DIAA receives a completed Faulty Jump Modem Returns form, we will send a pre-addressed courier label to the Jump Partner for sending the modem to Telegistics. Our goal is to send Telegistics courier labels at least weekly, so if you have more than one faulty return in any week, you can box them and send them together (the courier costs of sending 5 or 6 in a box is less than sending a single modem in a satchel).
If partners are holding any B315s for recycling, that you received before 5 January 2021, these can still be sent to Sims for recycling. Please contact us on firstname.lastname@example.org and we will send you a Sims label.
Any questions or clarifications about the new process, please contact us at email@example.com
Some partners are still uncertain about the process for de-linking Jump modems.
When does a modem need to be de-linked?
There are three particular situations when a Jump modem needs to be de-linked from a customer’s Skinny account:
(1) A faulty modem is returned to a partner and a replacement modem is issued. Customers should contact the Skinny Helpdesk whenever they have a faulty modem and if the fault cannot be fixed, the Skinny Care Team will ask the customer to return the modem to a nearby partner and get a replacement. At the same time the Skinny Care Team will issue a request to the Skinny Support Team to de-link the modem from the customer’s Skinny account. If the modem is not de-linked, the customer will not be able to use any credit remaining on their Skinny account; they would have to set up a new Skinny account with a different email address and would lose any balance on their old account. This will become obvious to partners when trying to set up the replacement modem. To get the modem de-linked, partners must email the Skinny Support Team on: firstname.lastname@example.org . Customers must also call the Help desk (Care Team) to get their replacement modem linked to their existing account.
NOTE the difference between the Skinny Care Team and Skinny Support Team. The Care Team is contacted by telephone (0800 475 4669) and the Support Team by email only email@example.com . The Care Team is not authorised to de-link accounts; all requests for de-linking are handled by the Support Team.
(2) An error is made during the setup process and the modem needs to be re-set before it can be re-issued. Partners should email the Skinny Support Team firstname.lastname@example.org and ask for the modem to be de-linked and reset.
(3) A modem is returned in good condition by a customer who does not want it anymore. Since February 2020, our advice has been to put all returned modems (faulty or otherwise) in a recycling box. However, some partners have continued with the previous process, which was to contact the Skinny Support Team email@example.com and ask for the modem to be de-linked from the previous customer’s account and reset for re-issue ($5/30GB preloaded). We expect to return to this process in 2021, so if this is already working for you, keep on trucking!
Partners are reminded that all returned B315 Skinny Jump modems – whether these are faulty or are simply not required any more – are to be withdrawn from circulation and added to a recycling box. When you have five or six modems (whatever fits in the box), you should email us (firstname.lastname@example.org) with the IMEI numbers of the withdrawn modems and we will send you a courier sticker and address label for an approved recycler. We have been advised by the Spark Foundation that the effort involved in trying to repair and reset these modems is simply not justified and that replacement modems should be supplied, if required. Partners must ensure that a new Stepping UP Profile form is completed if a replacement modem is issued.
However, should a customer return a B618 modem, these are to be returned for repair and re-use. Customers should not be returning these to you, but it appears that some do. The only people receiving B618 modems at this stage are families with school children, who have been identified as part of the Covid-19 response by their school or the Ministry of Education as households without broadband internet. If their modem is faulty or no longer required they must contact the Skinny Helpdesk on 0800 475 4669 in the first instance. A return courier bag will then be sent directly to them.
Partners who do end up with a B618 modem should follow the same procedure – report the returned modem to the Skinny Helpdesk and this will result in a return courier bag being sent to you.
Lindsay King, the Learning Connections Coordinator at Invercargill City Libraries, and local coordinator for Skinny Jump, is the first Jump partner since the Covid-19 lockdown ended to request a courier sticker and address label to send faulty and returned modems for recycling. So I thought it might be timely to remind everyone of the process for handling returned and faulty Jump modems.
You may recall my earlier post about returning faulty modems. During the last 2 months, we have issued over 3500 Jump modems through our home-delivery process. Not surprisingly, around 4% of these (140) have been identified as ‘faulty’ when customers have reported problems to the Skinny Helpdesk and we have couriered a replacement modem. We included a note with the replacement modem, asking the customer to return the faulty modem to their nearest Jump partner after the Covid-19 lockdown ended.
Now that most partners have their doors open again, I am expecting the people holding faulty modems to return them to you. Please just assign them to your faulty/returns modem box and when you have a box full (5 or 6 modems) please contact us at email@example.com to get a courier sticker and return address label. Please advise the IMEI numbers of the modems you are sending for recycling, so that we can update our records.
Note that this applies to all returned modems;we no longer require you to contact the Skinny Helpdesk to request de-linking, so that the modem can be re-issued.
You are also welcome to send modems directly to the recycler if you prefer, but can you please advise us the IMEI numbers of the modems when you do this. Thank you.
The recycler is:
Sims E-Cycling (NZ) Ltd, 69 Aintree Avenue, Mangere, AUCKLAND Attention: Robert Herbert Phone: 09 275 1501
Please continue to advise people in your community signing up for Jump to contact the Skinny Helpdesk for support if they are having trouble setting up their accounts. It could be a faulty modem. During the last four weeks, we have recorded 74 faulty modems (out of nearly 3000 shipped); this can be frustrating for the customers involved, but can be quickly confirmed by a Helpdesk operator. As soon as a Helpdesk operator identifies a faulty modem, they log it in a shared Google Sheet and we swing into action in shipping a replacement (this will take a few days and depending on local courier delays, could take up to a week).
Some Jump customers have also been frustrated in trying to contact the Skinny Helpdesk over the weekend and end up calling you. The Helpdesk hours are:
8am – 7pm Monday to Friday
9am – 5.30pm on Saturdays
Digital only: 9am – 5.30pm on Sundays and Public Holidays (this means customers will not be able to talk to an operator by phone; they will only be able to use the online chat, which won’t help that much if they are having trouble setting up their modems!)