Possible problem using the Jump online order form

One of our partners alerted us to a problem she was having with our Jump online order form; I alluded to this in a previous post, but have now had the opportunity to investigate further.

As I suspected this is a case of Google trying to be helpful, but not for the reason I thought. This is a new feature Google introduced into their forms from 3 August 2021, so this is the first time we have noticed this.

If you are signed into a Google account when you access our Jump application form the form will automatically add in your email address and start automatically saving your responses as a draft for 30 days. You can find more information about this feature here. The purpose of this is that you can return to the form anytime within 30 days to complete the form without having to repeat information that you have already entered.

This is not a feature that is required for our form and, as the form owner, we are supposed to be able to turn this feature off. But I have checked this out and we don’t have the option, possible because the form was created before 3 August 2021. Maybe a bit more googling will find a workaround.

But in the meantime, I think we will just have to live with it. The concern expressed by our partner was that her personal email address would somehow be included in the form responses and shared with the family requesting the Jump modem (who do get a copy of the application form when completed).

We have no evidence that this is happening; the feature appears limited to saving a draft of the form in the identified google account. However if you have any concerns about this please use a different browser, one that is not linked to your google account, or open an incognito window (ctl+shift+n).

Jump Modems still available during Covid lockdown

With the country returning to a Level 4 lockdown today, all Jump partners will have to suspend the delivery of Jump modems to their communities. However the online ‘self-service’ option remains available. This involves completing an online application form that can be found here. You can also find this form on our Stepping Up website – go to ‘Jump’ in the top menu bar and select ‘Get Jump’; scroll to the bottom of the page and you will find a link to the self-service form.

We hope that most partners will be able to continue supporting their communities by accepting applications by telephone and submitting the application form on behalf of their customers. This worked really well during the Level 4 lockdowns in 2020 and as a result, thousands of households were able to connect to the internet at a time when their physical movements were severely constrained.

We acknowledge this is not as good an option as face-to-face delivery, where you can help your customers set up their Skinny accounts, but it can still be a lifeline for households without the internet.

An update on Skinny modems that haven’t been provisioned for Jump

I have had a number of partners contact me today expressing concern about modems they have recently received that were not provisioned for Jump. As explained in my blog yesterday this has just been brought to our attention and we immediately raised a red flag with Spark Foundation. They advised late this afternoon that they have implemented a solution which will take about 24 hours to take effect and agreed to provide an update tomorrow.

Partners who have experienced this problem when issuing modems might be asked to contact affected customers to confirm that modems issued during the last few days have been correctly provisioned. As we be able to assist with this as most customers provide a phone number in their Profile Forms.

There is no need to take any action at this stage, at least until we get an update tomorrow.

Alert on Jump Modem Deliveries

On 22 February, we transferred to a new delivery process to get modems to partners. Since the start of the Jump programme, we (DIAA) have provided a national distribution centre for Jump modems to partners; modems have been couriered to us in large quantities (up to 500 at a time) and we have arranged distribution to partners in more manageable lots, typically 5 or 6 or at times up to 14. This gave us the opportunity to scan the IMEI number of every modem distributed into your individual Google registers.

For over a year, the Spark Foundation has been working with their Jump modem supplier (Ingram Micro) to try and streamline this process by shipping modems directly to Jump delivery partners and this was finally implemented on 22 February 2021.

But unfortunately, all is not yet well.

(1) We no longer have access to the individual IMEI numbers of modems being shipped, which means we need to use ‘dummy’ numbers in your GSheets to indicate that modems have been ordered. When we receive Profile Forms, we replace the dummy numbers with the actual IMEI number. Some partners have decide to do this themselves and that is fine if you have a bar code scanner, but it is almost impossible to record these numbers accurately if you are entering the numbers manually. If you do want to do this, please enter the IMEI numbers in Column W ;the IMEI number in column D (grey shaded column) will automatically update, as this is formula driven. You must also overwrite the dummy numbers – these are easily recognisable by their short form, typically 862901 – 862910. We hope to sort this soon and get access to the IMEI numbers at the time of shipment.

(2) Some modems are being returned to sender (Ingram Micro) because of inadequate addressing. This is simply human error by Ingram Micro, when they incorrectly key in shipping addresses. We would appreciate a photograph of any courier labels that do arrive with you, but with an incorrect address. Hopefully this will improve over time if we keep referring incorrect address labels back to Ingram Micro.

(3) Some partners are receiving Skinny modems that have not been provisioned for Jump. This means that when you try and set them up, you will get an unfamiliar dashboard response. And of course they can’t be used as is for the Jump service. If you discover one modem like this in a box, then it is highly likely that all the modems in the box will be like this. These can be remotely provisioned for Jump. Please scan the Proof of Purchase document that comes with every Jump shipment to us (jump@diaa.nz) and we will arrange for the modems to be provisioned correctly ready for issue.

We think it is worth persevering with the new modem distribution process as this is more efficient in the long run. We just have to fix the glitches along the way. So please get in touch with us whenever you discover something that doesn’t appear right.