Jump Sign-ups – Page 4 – Digital Inclusion Alliance Aotearoa

Jump Customers changing address

I had a question today from one of our partners about the process when Jump customers move to a new address. I thought this might be a good opportunity to remind all partners.

Here it is in a nutshell:

Use the address checker to confirm that the customer is moving to an address with Jump coverage.
If so, ask your customer to contact the Skinny Care Team on 0800 475 4669 and inform them of the new address.
The customer can then unplug their modem and take it to their new address.
If customers move their modems to a new address without notifying the Skinny Care Team, they could find their modem gets blocked, as this is a breach of the conditions of use.
If their new address does not have Skinny Jump coverage, then the modem should be returned to the nearest Jump partner for resetting and assigning to a new Jump family, or the customer is welcome to contact the Skinny Care Team and request a pre-paid return courier bag.
What they should not do, is just walk out the door and leave their Jump modem behind for the next tenant.
Transferring to another family member can also be problematic, as the modem is linked to the original user’s email and any new user would require access to this email and the password in order to top up the account and purchase new data plans. So it is much better for the modem to be returned and reset (or if it is unsuitable for reuse, it will be responsibly recycled). The family member is welcome to apply for a new modem using their own email and password (assuming of course that they meet the eligibility criteria).

Another important update for Ciena Partners

It is good to see that nearly half of the Jump Partners who are participating in the Ciena Pilot have now signed up one or more students in their area. Over 80 families with school-aged children are already benefitting.

But as partners sign up their first customers, they are discovering little challenges in remembering exactly what to do in terms of our back-end processes.

Yesterday a partner signed up their first customer and issued a new modem but then discovered the family already had a Jump modem. The family said “thank you very much for the new modem; we’ll bring the old one back”.

Unfortunately, issuing a new modem to family that already has a Jump connection creates a number of problems:

(1) Ciena modems are exactly the same as standard Jump modems; the only difference is the Jump plan (the Ciena Plan) that is applied to the customer’s account linked to the modem.

(2) We have an ongoing national shortage of modems; we do not issue replacement modems when the current one is working perfectly well and in the case of Ciena customers, this is a back-end process in terms of provisioning a new plan on the customer’s account (nothing to do with the hardware).

(3) Customers are unable to activate a replacement modem using the same email address until their old modem goes through our Modem Returns process (where the customer’s account is de-linked from the modem), and this generally takes up to 24 hours.

(4) Customers could use a different email for the replacement modem but then they would not be able to transfer any residual funds from their existing account to their new one.

So, any partner traversing this path is creating a lot of problems for their customer, when all that is needed is a new Profile Form (where the details of the existing modem are recorded) and the Ciena Referral Form. The Skinny Team then works their magic to reprovision the customer’s existing modem for the Ciena Plan. No new accounts to be set up. No new WiFi passwords needed. No modems to be returned. Simple as!

Jump profile form changing tonight

From 8.00am on Tuesday 31 January Jump partners will notice a change in the Skinny Jump Profile form that you complete whenever you issue a modem. From 31 January a new process is being used for students to sign up for the CIENA programme, which for the last two years has been managed by participating schools.

We have upgraded the Profile Form to capture the additional information needed by the Skinny team to provision Jump modems issued by existing Jump delivery partners for the CIENA plan.

32 partners are participating in the CIENA Jump for Students Fund trial; these partners have already received an information pack on the programme. Depending on how things go this may be extended to other partners.

Most Jump signups will continue as normal and provided you select “Standard Skinny Jump” instead of the sponsored plans, the signup process should look much the same. The one change that you will notice however is that we are now asking every applicant to indicate the address where they plan to use their Jump modem. This is to help with our modem returns process; we are frequently being asked to send replacements for faulty modems, but no address is being given.

We hope this change will be seamless; you can continue to use the same URL for the new Profile Form.

More on Jump Waiting Lists

Many partners are now actively using the waiting list process to signal unmet demand for Jump modems, and we are continuously monitoring these lists to adjust delivery quantities for partners as well as priorities. We currently have 102 modem orders for partners in the pipeline, with total requests for over 1200 modems. This might seem like a lot, but the good news is that waiting times are trending down, and with Christmas coming, we expect this trend to continue at least until February. We have adjusted the re-supply trigger quantity down from 8 weeks to 5. This means that whenever you receive a new supply of modems, you should have enough to last 5 weeks (based on the number issued during the previous five weeks). We do factor in customers on waiting lists, so a couple of reminders about this process.

(1) When you add someone to the waitlist towards the bottom of your Jump Register please include their first and last name and the date they have applied for Jump. The most important field is the date – it must be in the following format: “22-Nov-2022”. Other date formats may not be recognised and this directly affects re-supply quantities.

(2) Do not add people living at locations that fail the Jump coverage test to your waitlists. You should complete an online application for them, so that we get ongoing data about demand that can not currently be met. We do double check coverage for every online application and send an email to applicants at locations where there is no Jump service.

(3) We have noticed some situations where applicants get the green light for Jump coverage when they initially apply, but by the time new modem supplies arrive the situation has changed. This is regrettable, but it is not something we can control. In these situations, please transfer the applicant from your waiting list to an online application.

(4) Some partners are confused about the address verification process and have reported that by the time they discover their customer’s address is not in coverage, they have already set up a Skinny account. The address coverage check MUST come first, and certainly before you start to set up a Skinny Jump account.

(5) And before you add anyone to your waitlist, we do strongly encourage you to use the 6 C’s checklist with your customer to make sure Jump is the right product for them. Failing to do this is likely to lead to further frustration when modem supplies become available and the customer only then discovering that the data cap is not going to work for their household, for example.

And the 6 C’s winner for October is…

Congratulations to Skye Colonna from Tauranga City Library, who is our first winner in the monthly Skinny Jump draws for partners submitting stories about how they are implementing the 6 C’s with their customers in an effort to reduce churn. Skye was selected in a random draw from the entries received between 1 and 31 October. The Jump team will be arranging for your team shout.

Some of the suggestions submitted were:

Provide partners with a handout with brief prompts (otherwise discussion could be quite lengthy)
Could an incentive be provided for returned modems?
We provide a weekly ‘digital drop-in’ at each of our four branches; this provides opportunities to sign up new Jump customers, but also ongoing opportunities for customers to come back to use if they have any issues with their modems.
We offer adult digital classes once a week where customers can upskill themselves to make the most of their internet connection.
We are checking with every customer as they sign up, and ask questions when enquiries are made.
Some larger households have decided to go with fibre connections after we explained the data limitations of Skinny Jump.
We have spent time upskilling our library and admin staff on how to respond to customers who call or walk-in with Skinny Jump issues.
We follow up with customers over the phone the same day that they sign up to check if they need any further help.
We provide in-person help for people needing help with topping up or troubleshooting.
We contact customers from time to time to ensure the modem is working and doing what our customers need.

Thank you everyone for participating and sharing your success stories and ideas for tackling Jump churn. Another draw will be held for entries received between 1 November and 30 November.

Jump sign-ins must use single names

Two of our partners discovered a quirk with the new Universal Login Access (ULA) Jump registration process this week; they had customers with two first names such as ‘Ann Louise’ or a two part last name such as ‘de Beer’. Both registrations failed to progress, instead they got that annoying little red prohibition sign:

It turns out that this is a known limitation of the new sign-in process. It is a character lock that does not accept special characters, including hyphens and spaces. So the solution is simple, stick with just one first name and one last name.

For the above examples, ‘AnnLouise’ would be fine, as would ‘deBeer’.

So, how much Jump churn is there in my area?

This questions was raised by partners in all five webinars last week. The Jump team has now extracted a shapshot of this data for each delivery partner for the total number of modems they have issued.

The percentage churn is calculated as at August 2022 for the number of customers who were inactive for at least 30 days compared to the total number of modems issued. Being ‘inactive’ means the customer didn’t use any data for 30 days; it has nothing to do with whether they topped up or not.

The number of modems issued is the total number issued by a partner since they first became a Jump partner. For some partners this goes back five years. For other partners, it might only be a couple of months.

The percentage figures range from 0% (typical for relatively new partners) to 100% (typically quite small partners). In recent months, the aggregate churn percentage for all partners has been increasing and is now around 75% in a single month (1000 inactives compared to 1300 new sign ups). But the total for the last five years has a mean churn of around 44%. Our goal is to bring this down to under 40%.

The percentage churn for each Jump partner is now displayed in cell P1 (August 2022) of your Jump GSheet register. We would like to get monthly data, so that you can monitor any changes when you implement the 6 C’s or other strategies, but this is quite a marathon in terms of matching data sets; the data analysis also takes account of modems returned.

So please treat the figures in your GSheets as indicative, rather than precise. We are also thinking that it might be more helpful to simply report the number of inactive customers compared to new sign ups each month.

Glitch with Jump web registration process has been fixed!

That’s the good news. The not so good news is that the web-based signup instructions in the Partner Manual and the User Guide are now incorrect. It will take some time before these print materials are updated and distributed, so we are planning a couple of short term measures:

(1) an updated page for your Partner Manuals – we will load this to the Jump Resources page of our Stepping UP website and let you know when it is available to download

(2) step by step instructions will be inserted with every modem that we (DIAA) ship for home delivery

Since partners are helping customers with their Skinny account setups, we are not so worried about the incorrect instructions in the User Guides that come with every modem. They will of course be updated with the next reprint.

So what are the registration steps? They are set out below, noting that this is only for signups using the web registration process. Nothing has changed for signups using the App.

Go to skinny.co.nz/jump and select login
Select Register (underneath the Facebook and Google sign in icons)
Enter email address & password Next
Enter First Name & Last Name Register
Navigate to email inbox and retrieve 6 digit verification code
Enter 6 digit verification code Verify
Select Return to login
Enter email address & password Login
Select Activate Account
Select Broadband sub tab
Enter Skinny Jump Broadband Number & Verification Code Activate

Registration complete and customer will be greeted with this screen:

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.

Problems with desktop signups for new Jump customers

We have received a number of reports from partners about problems they are having when signing up (registering) new customers for Jump using the desktop process. The symptoms appear to be that customers are not being asked to enter their physical address or in some cases, the broadband number of the modem.

We have tested this ourselves and agree that all is not well. But we are at a bit of a loss to work out why, so this has been escalated to the Skinny Jump team. The link I provided in my previous post added further confusion as this went to the Skinny login page rather than the Jump login page. But we don’t think this is what is causing the problem. I have updated the link in my previous post just in case.

We are hoping to have an update later today, but in the meantime we suggest you use the App to sign new customers up.