Category: Jump app

Something new every day!

Well, would you believe it! Next year with be the 10th anniversary of the Skinny Jump internet service (originally call Spark Jump). And what is even more surprising is that there are still things to learn about this remarkable service.

Today’s questions came from Phoebe Wang at Ashburton Library at 10:10 am. I can feel a Kahoot coming on, but maybe Jump delivery partners can use this as a rapid fire test for all their staff involved in issuing Jump modems:

  1. Do customers get a reminder when their data is about to run out?
  2. If so, is this a text message, a Jump app notification or an email?
  3. How much data is left when you get the notification?
  4. Can you top up after you have run out of data?

Well, who knows the answers?

To start with I asked myself – surely after nearly 10 years I should know some basic stuff like this. Well I scored a miserable 1/4 and even that missed a very important option – think IVR (see below)!

So I turned to our DIAA expert in all things Jump – Sue Kini; she has been producing Jump training materials for most of the last 10 years, and what’s more, collaborating with the Spark team that developed the Jump Partner Pathway training modules. She has also been the creator of challenging Jump exams (called Kahoots). Surely she would know. Ummm….. maybe not. It is Friday after all.

So next up I thought I’d check with Shelley Struthers, who spends much of her day helping Jump partners around the country with all their day-to-day problems. But, oops… Friday is Shelley’s day off, so I thought better of disturbing her.

OK, so I need to elevate this to the one person I send all my “Jump don’t knows” to – Mel Manueli. Mel has a new job title Digital Equity Partner (Skinny Jump – Digital and Operations). Fortunately, she’s the same Mel who handles all our “don’t knows”. So, at 10:37am I toss the ball to Mel.

And at 14:14, bingo! Mel produces the goods! She explains that there are some default settings that can be viewed through the web dashboard sign-in, but not the Jump App:

This default setting means that Standard Jump customers will automatically receive an email:

  • When they are at 20MB of data (for their current plan) left
  • When they are at 0MB of data (for their current plan)

To be able to receive Email notifications for successful Top-Ups – they’ll need to go into these settings: My Account / Dashboard > Account Settings > Notification Settings and tick/untick the options based on their preference.

Things to note

  • The above controls/settings can only be accessed and updated when a customer logs in via a web browser (can be on their phone or desktop), but not on the Jump App
  • These settings are the same for Mobile customers – so unfortunately the ‘SMS’ option is not able to be setup for Jump customers

Mel also reminded us of the IVR option if customers have no data available and want to top up.:
Call 0800 4 Skinny > Press ‘3’ > Enter BB Number & Modem Verification Code > Top-Up

I’m not sure if Mel just knows this stuff or whether she has a higher order knowledge partner who she sends her “don’t knows” to. But do we care – Phoebe has her answer and to close the loop at 16:22 she replies:

“Thank you so much for your prompt reply, you* are amazing as always. The customer is happy with the answers, it ease his worry. Have a good weekend.” 😊

*Footnote: to be clear Phoebe’s reference to “you” is the ‘royal you’, i.e. everyone involved in delivering and supporting such a fantastic service!

Could be some issues with Jump web browser signups

A Jump partner has signalled an issue that they are having with jump sign-ups using the web browser. They are getting the error message “Whoops, something went wrong” after entering the Broadband number and Verification code.

The Skinny Ops team has confirmed that they are experiencing some issues, so our suggestion is to use the App signup instead until this is resolved.

Always Navigating Digital Realms, Online Insights Daily

What’s this got to do with Jump, you might well be asking. Well this is a test for those of you who like Friday afternoon challenges – find the hidden code!

Now what I really wanted to update you on is a problem that some Jump Partners have been discovering with the App – where the ‘Forgot Password’ link was sending a reset password email with button links that didn’t work.

The good news is that this was fixed earlier this week (the morning of 5 May 2025, to be precise) by the App development team.

If you receive a visit from a customer with this problem, can you assist with the following troubleshooting steps:

(1) Open the ‘Google Play store’ app > search for ‘Skinny Jump App’ > tap ‘Update’ if available and then attempt to log in via the app.

(20 Uninstall and reinstall the Jump app, then restart the device before attempting to log in or use the reset password link.

(3) Check the device system software for any updates.

And for those of you still scratching your heads about the puzzle, here’s a clue – this ‘Forgot Password’ problem has only been experienced on Android devices.

Ooops – it’s Monday

I promised everyone that I would give you the answer on Friday to my question posed on Friday 4 October concerning what Jump customers find to be one of the most challenging things about being a Jump customer. 

Most of you sort of got it right – something to do with top-ups using the app. But that wasn’t the exact answer I was looking for. What I wanted to know is what the particular barrier was that caused nearly 300,000 failed attempts last year and what partners can do to address this.

A couple of you really hit the nail on the head with the correct answer – people simply couldn’t remember the email they used to set up their Skinny Jump account or their password!

And what was even better, these partners had some excellent strategies for addressing this (I’ll share these with you when I get back to my office).

The Jump partner guide does recommend that you advise all customers to write down the email they have used for their Jump account as well as their password. What the Guide doesn’t say is where to write this down.

We strongly suggest that during the sign-up process, and before customers leave with their modem, you insist that these details are written down on the inside cover of their Partner Guide – the little booklet that is supplied with every modem.

Jump Android App bug fixed

Some partners reported problems when signing up customers using the Jump Android App. They would get through to last part of the sign up process, but when the customer tried to enter their address, they would get an error message.

This proved to be a software bug, that has now been fixed and uploaded to Google Play on 6 November 2023.

Thank you to the partners who reported this problem.

One Android problem fixed but another emerges

My previous post celebrated the launch of the new Jump Android App that included a bug fix for the shorter broadband numbers. But unfortunately, another bug has emerged with the Android version of the Jump App.

When customers click on ‘top up’ in the App, the App closes – thanks to Noha from Porirua Library who first reported this.

The good news is that the app team has already isolated the issue and submitted code to fix it – and it is only affecting the Android version. The not so good news is that we don’t know how long it might take before the App can be updated on the Google Play Store. This update has to be approved by Google and is outside the control of the Spark app team.

The suggested workaround for customers in the meantime is to use the dashboard on a PC to do the ‘top up’ or a browser on their smartphones. Of course, they can also top up using the Jump Interactive Voice Response front-end on calls to the Skinny Care Team (0800 475 4669).

The Jump team expects to have a definitive timeline next week for the update to be uploaded.

New Jump App for Android uploaded

An updated version of the Skinny Jump App for Android (v1.1.1) was uploaded to the Google Play Store on 24 October 2023. This included a fix for the shorter broadband numbers that have been causing problems.

For new Jump customers, they will automatically get the new version when they download the App. Customers receiving a replacement for a faulty modem should be advised to delete their existing App and then download the new version.

Nearly there with the broadband number issue and app signups!

The Skinny Jump app team have been investigating this bug on the Jump app and have verified the cause of the issue on the android version of the app, but has also identified another bug on the iOS version.

Android: Android app implemented a hard limit of 11 – 12 characters on the input field for the broadband number, therefore not allowing 10-digit broadband numbers

iOS: iOS app implemented the wrong logic where the broadband input field would accept any number of characters, therefore allowing 10-digit broadband numbers

The app developers are now updating the logic/code within the app to accept 10-digit broadband numbers. Once the updates have been made, they need to align to a weekly app release schedule, so they can “push” the new versions of the app onto the app stores. They expect this whole process could take another 2 weeks.

In the meantime, if you are signing up a customer with a 10-digit BB number (0204XXXXXX), we suggest you enter the number in this format: 64204XXXXXX. Both android and iOS versions of the app should then accept the BB number.

Skinny Jump back in business

I have confirmation from the Skinny Jump team that yesterday’s fault has been fixed and Jump is back to business-as-usual. Everything working as it should – website and Apps. The issue with Android phone signups for 10 digit broadband numbers is still being worked on, so please continue to use browser sign ups for customers with Android phones. We have been alerted to a possible related problem with web signups not being reflected in the Android App, so please make sure your customers do load the Jump App on their phones after you have signed them up and check that they can log in.

We would appreciate notification of any situations where this isn’t working, preferably with a screen shot from the Android phone. Thank you.