Category: Jump app

Skinny Jump taking a break!

Some Jump partners have pointed out that the Skinny Jump website and the Jump App have gone “off-air” this afternoon.

Skinny is currently experiencing technical issues with the following platforms:

  • Jump app
  • Jump website/dashboard
  • Skinny app
  • Skinny website

Spark technical teams are working to identify the issue and resolve accordingly. Until then, unfortunately Jump partners and customers are unable to access the app & website. The ‘under maintenance’ banner message is being displayed until this is resolved.

The short BB number problem solved but not yet resolved

Thanks to thorough testing by Suniti De La Mare from Ranui Library, the problem has been narrowed to the Jump Android App – this has a mind of its own and inserts spaces when entering the shorter broadband numbers, causing the signup process to fail. Everything seems to work fine when using the Jump iPhone App and the computer desktop versions.

The Jump team is onto this and is working to fix this bug.

So the interim solution is to use a computer desktop for new Jump signups (which I know many partners already do anyway). But please make sure your Jump customer also has the App on their phone before they leave with the modem to make life easier for them in monitoring their data usage and managing top-ups.

The Great Jump BB Mystery continues

This story could become a TV series! My original post suspected a BB number error (as modems were shipped this week with only six digits after the 0204). However, after some testing by the Skinny Jump team, it was confirmed that these broadband numbers are legitimate and modems with the shorter numbers have been provisioned for Jump. My update post sent us on a different path of investigation – looking at how the BB number is being entered.

We now have more evidence from partners that there is nothing wrong with the modems nor the shortened BB numbers. The difference seems to be how the BB number is entered. The Jump App makes it clear that the BB number must be entered without any spaces, i.e. 0204xxxxxx (for the shorter numbers) or 0204yyyyyyy (for the longer numbers).

But two partners have reported that the App now appears to have a mind of its own and in some situations automatically adds spaces to the BB number (see example below). Note the ! triangle in the broadband number field, signifying an invalid BB number. So this suggests a new line of inquiry.

We were first alerted to this issue by Carla at Hastings Library and she explained a workaround that her team discovered:

Re: Registering customers for Skinny or Ciena Jump

The issue:  The app is automatically putting spaces in the broadband number.

While doing the activation for the modem you may come across an issue where the Jump app won’t let you verify and activate the modem. This means you won’t be able to move forward with the activation. You need to:

  1. Huakina (open) a new incognito window on the rorohiko (PC)
  2. Go to Skinny Jump login and get the customer to uru atu (sign-in)
  3. Click on ‘Activate’ and whiriwhiria (select) ‘Broadband’
  4. Patopatohia (type) the Broadband number and Verification code
  5. Get the customer to restart their Jump app and uru atu.
  6. Continue with usual sign-up.

Kia aro mai (please note) it might take a few seconds to activate but keep clicking on it until the dashboard shows up.

Thank you, Carla, for sharing your solution. This will help keep the Skinny Jump train moving while the investigation continues to try and understand why some partners are facing the ‘auto-fill’ problem while others are not.

Jump BB numbers – the mystery deepens

Further to my previous post, I may have been hasty in assuming the 10-digit broadband numbers were the problem. While they were a problem in the past, the Skinny team has confirmed that these are legitimate Jump provisioned broadband numbers and they have been able to set up one without any problem.

So, we need to figure out what the Skinny Jump team is doing that is different to what partners are doing to get the error message. The sign up documentation (user and partner guides) simple refer to just entering the BB number, but there are variations in how this is entered, e.g. 64204xxxxxx (11 digits), o204xxxxxxx (also 11 digits), but if you enter 0204xxxxxx (only 10 digits),maybe this causes a problem? The instruction in Step 5 of the App signup explicitly states not to add spaces, but of course if you are only entering 10 digits, then you could inadvertently enter a space.

So those of you who are up for a challenge, I would welcome your help in solving this problem. Please feel free to try setting up one or more of the recent modem shipment (those with 0204 xxx xxx numbers), trying different number formats. You can always put them through the Modem returns process to reset them after your tests.

Possible problem receiving verification emails when using the App to sign up to Jump

A number of partners have been in touch about a problem they are experiencing in receiving the verification email when signing up new Jump customers. One has reported a delay of around 20 minutes.

The Skinny Jump team has been able to replicate this problem for sign ups using the App – with a 15 minute delay. However a desktop signup appears to get the confirmation email within 60 seconds.

We are interested in hearing from anyone who is experiencing this problem to help us understand if it just App signups or whether anyone is experiencing this with desktop signups as well.

Be assured the Jump development team is on the case and hopefully this will be resolved quickly.

It would help in diagnosing this problem if partners could provide the following details if this problem is encountered and email the information to: jump@diaa.nz

Customer name:

Broadband number:

Email address used for Jump sign-up:

Approximate Time/date of email registration:

Approximate Time/date of Verification Code email being received:

Jump and Gmails with “+” or “.”

Now here’s a very interesting solution to one of the more challenging issues for some Jump customers.

Over the years, many partners have encountered the rather difficult situation when a customer turns up wanting a Jump modem and they already have a Skinny mobile phone account. The problem is that they cannot use the same email for both their Skinny phone account and their Skinny Jump account.

Our advice to date has been to simply set up a second email for the customer. But while this solves the problem for Skinny, we understand that it can make life more difficult for Jump customers. Having to manage two different email accounts, especially if you only have a smartphone, requires a degree of digital proficiency that many Jump customers don’t have.

The Jump App makes this a bit easier; once you have the App set up, you don’t really need to worry too much about the email that has been used. If you do forget it, you can always check your Account profile to find the email and change the password. But there will be times when your customer needs to access their Jump email account.

Tāwera Akehurst, who has recently taken over from Alan Bucheler as the Partnership Delivery Lead for Skinny Jump, pointed us in the direction of an interesting Gmail solution for situations that need different email addresses but where customers want the emails to appear in a single email account.

It is simply a matter of using the “+” or “.” symbols as part of the username. Gmail does not recognise these symbols and directs all mail to a single account.

For example: johnsmith@gmail.com is exactly the same as john.smith@gmail.com and johnsmith+jump@gmail.com

Yet for online applications like Skinny Mobile and Skinny Jump, these are recognised as three different emails. Check out the link above for some other interesting things you can do with these variants on your regular email.

Urgent Alert affecting Skinny Jump

8am: Tuesday 2 May 2023

Spark is currently experiencing system issues and is working quickly to find a fix. Whilst this is ongoing, the Skinny Jump App, the Jump Dashboard and the Address Checker are offline. At this stage, we don’t have a timeline for the fix.

Our suggestion is that all partners temporarily suspend any Jump signups until this is resolved.

Some partners have reported a timeout problem with the Jump App

Some partners have received a timeout message today when helping customers set up their Jump accounts using the Jump App.

The Jump team has raised this with the App developers and expect an update, and hopefully a solution, within 3 days.

In the meantime, if Partners encounter this message, the advice from the Jump team is as follows:

  1. Ensure the customer’s device is on the latest software update (you can check this via settings on the device)
  2. Ensure the Jump App is on the latest version
  3. If the above is true, try ‘force closing’ the app then re-opening it again after a minute – this seems to do the trick as a temporary workaround.  

Desktop signup problems are expected to be resolved by the weekend

The Skinny Jump team has been able to replicate the issues raised by partners today and has assigned a Priority One brief to the website developers. This means that issues could be resolved within 24 hours, but are more likely to take a couple of days, given current workloads.

These issues have arisen as a direct result of moving to the universal login. Please be patient; if this is creating problems for your team in signing up new customers, you are welcome to suspend signups until this is resolved, or alternatively, you can use the App for new signups.