Category: Jump Sign-ups

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.

Ciena Jump signups rocket past 600

Another record month for Ciena Jump signups! 56 partners had signed up a whopping 619 families to the Ciena plan by the end of September (and already another 7 so far today – 3pm 2 October 2023).

This is a fantastic achievement. Linwood Library remains top of the leaderboard – in fairness they did have a sort of head start by collaborating with the Greater Christchurch Schools Network (GCSN) in 2022 and they did get the August Chocolate Fish award.

But with Ranui, Shirley, Hastings and Hornby libraries coming a close second for two months in a row, I think they deserve the sugar boost for September! So keep an eye out for the next courier delivery.

56626
Total Issues
Linwood Library8213%
Ranui Library579%
Shirley Library549%
Hastings War Memorial Library467%
Hornby Library437%
Wairoa Library315%
Otara Library295%
Manukau Library224%
Manurewa Library213%
Te Takere Levin213%
New Brighton Library203%
Glenfield Library142%
Kaikohe Library142%
Onehunga Library132%
Porirua Library112%
Rotorua Library112%
Glen Innes Library91%
Mangere East Library91%
Papatoetoe War Memorial Library91%
Wellsford War Memorial Library91%

Slow verification code arrival still causing some problems

We had hoped that this problem, which seems to be just impacting Jump customers with Gmail accounts, would sort itself. But it appears not yet.

Anya Kay from East Coast Bays Library in Auckland encountered this problem last week when signing up a new customer with a Gmail account. So she set up a Yahoo email account for her customer, and hey presto, the verification email arrived straight away! Good problem-solving Anya!

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.

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.

Update on Jump Verification Email delays

Thank you to those partners who have provided feedback on this issue. While this is still not fully resolved, it appears to be an issue in the cloud between a Microsoft ‘send’ server and a Google ‘receive’ server. One partner has tested this by hot spotting through their phone and this didn’t seem to make any difference, so my previous suggestion about using your Jump demo modem is not likely to be a solution.

One thing we did learn today is that the timeout for the Verification Code is around 5 minutes. So if the email with the verification code doesn’t arrive within 5 minutes, then there is no point in waiting, as the code will have expired. The best strategy is to try again (after 5 minutes). Certainly get your customer to check their spam box while you are waiting; one partner mentioned all three sign ups today went to spam.

The partly good news is that this problem is intermittent and partners have successfully signed up 917 new customers this month, including 53 today (so far).

Verification email delays continuing to plague Jump signups

It is now over three weeks since this problem was first reported and despite the best efforts of the Skinny Jump team, there is no immediate resolution in sight. Indications so far is that it is affecting customers with gmail.com addresses, but this could simply be because this is what most Jump customers use. Another suggestion is that some corporate networks (such as local authorities) could have tightened the scrutiny on incoming email to Gmail addresses. This would affect Jump customers signing up using library computers or wifi, for example. Any mail considered to be somewhat suspicious is usually directed into spam folders or in the case of corporate enterprises to a centralised filter that delays the mail until it is manually released or processed and deemed to be safe.

We don’t know for sure if this is the case, but we do know that most of the problems are being reported by our larger library partners.

Our team was in Nelson last week and together with Nelson Library staff signed up 15 new Jump connections at Franklyn Village, a social housing complex. And the good news was that the verification emails all arrived as expected, i.e. within seconds. One difference was that we were using a Jump connection for the sign ups – so that got us thinking!

Partners experiencing these verification email delays when signing up customers might like to try using a Jump connection. Many Jump partners are already using a Jump modem for demo purposes, so it would be just a matter of ensuring it is active when signing up new customers.

We would really like to know how this works out, so please email us (jump@diaa.nz) if it doesn’t make any difference, then we will know it has nothing to do with your local network and will need to reach further into the email cloud. To help the Skinny team with their investigations, they have asked if you could capture email header information and send River (river.burich@spark.co.nz) and me (jump@diaa.nz) a copy if you a notice a delay of more than a few minutes. You can find instructions for doing this here.

Thanks for your help. We do need to get to the bottom of this.

Ciena Signups – Which Name?

Some Ciena Jump partners have asked about which name to use in the Jump Profile form – the student’s name or the parent/caregiver?

The general principle is that Jump account holders (whether modems are provisioned for special plans like Ciena or not) should be the people who have responsibility for the account. In the case of standard Jump, this is the person who is responsible for topping up the account. This is normally an adult.

For special plans like Ciena, the person identified on the Jump Profile form should be the parent or caregiver. So while, there is no need to top up the account, any communications about the programme should go to a responsible adult.

The first communication is an email notification when the account has been provisioned for Ciena (generally a couple of days after signing up) and further emails will be sent towards the end of the year explaining options when the current programme ends.