When a customer returns a modem to a Jump Partner and says ‘my SIM card has been stolen or lost’, it appears partners are issuing a replacement modem. That is all good.
The problem occurs when the Modem Returns form is filled in, requesting a SIM SWAP. It is too late to do this when the modem has been returned to a Partner, especially when a replacement has already been issued. So the correct classification is that the modem is faulty and must be recovered for repair.
The SIM SWAP process only applies when the modem is still with the customer and the customer has reported this to the Skinny Care Team.
The Care Team will make a call whether the modem itself is faulty and must be recovered or whether it is just a matter of sending a replacement SIM. The process involves changing the Broadband number on the new SIM to match the customer’s existing broadband number, so it is a relatively simple process to reactivate the modem without the customer having to set up a new account.
So as a general rule, Partners should never select the “SIM SWAP” option. Once a modem has been returned to a Partner, you really only have two options:
(1) Yes, this modem is suitable for reissue, or
(2) No, this modem should be recovered for repair
Of course there is the “stolen or lost modem” option, but you may recall, we have asked that you never issue a replacement modem unless the customer returns their existing modem. Customer claiming “stolen or lost” must contact the Skinny Care Team.
Digital Inclusion Alliance Aotearoa 