Updated Modem Return Form to replace old forms on 20 April 2022

An updated Modem Return form is being introduced from the start of business tomorrow (Wednesday 20 April). This replaces the three previous forms used by delivery partners for modem returns, i.e.

(1) Skinny Jump Account Delinking & Modem Reprovisioning – Delivery Sites & Care Use Only – originally developed for modems that were returned mainly because they were no longer required and could be remotely de-linked from customers’ accounts and rest, ready for re-issue.

(2) Faulty Jump Modem returns – originally developed for modems that had been remotely tested by Skinny and customers were advised that the unit was faulty and should be returned to a nearby Jump partner. We have recently consolidated this form with the standard Delinking Form above.

(3) MOE Modem Activation and Returns – originally developed for modems issued by the Ministry of Education.

The new consolidated form is to be used by Jump Delivery Partners when they receive any Jump modem returned by a customer or if they require a particular Jump modem to be re-provisioned for any other reason. The Skinny Care Team may also use this form when a customer reports they have a modem but there is no coverage or capacity at their address.

The purpose of this new consolidated form is:
(1) to make it easy for Delivery Partners to get a modem de-linked from a customer account and then reset in a timely manner, so that it can be re-issued. This form provides a direct communication channel to the Skinny Support Team who are responsible for delinking any Skinny Jump accounts and resetting modems. Jump Delivery Partners should never call the Skinny Care Team on the customer 0800 number, as this Helpdesk team is not able to delink accounts or reset modems.

(2) to recognise modems issued as part of a special Jump Plan – MOE, CIENA or RED CROSS – and ensure these are recovered or correctly re-provisioned.

(3) to record customer details for the collection of unwanted modems or at locations where there is no network coverage or capacity.

The information provided in this form authorises the Skinny Support Team to delink an account and reset the modem. Faulty or defaced modems that are not suitable for re-issue are to be marked as “faulty” in the form and this triggers a response from the Digital Inclusion Alliance Aotearoa (DIAA) team to send a courier bag to recover the modem for repair or recycling.

Once the modem is reset, an advice note is sent to the Delivery Partner at the partner email entered at the end of the form.

The Jump top-up challenge: where’s my 30GB?

I had an interesting call from one of our most experienced Jump partners today; she was seeking clarification about the top up process. While she frequently explains the top-up process to customers when they sign up for Jump, she had never actually done a top-up herself, and was quite confused by the information presented on the Skinny Dashboard when she did try and top up the Library demo unit.

She had succeeded in adding $5 credit to her Jump account, but was surprised when she didn’t see 30GB data added to her plan. Instead she saw the information above: 6144 MB (= 6GB) data that was going to expire at 3.30pm and 15360 MB(=15GB) data that was going to expire at the end of the month.

There is an explanation about the ‘free’ 6GB and the 15GB in the fine print above, but I totally understand how this detail can get overlooked – in some telephone surveys we conducted last year, many customers didn’t know about this free data, so we do wonder if this is always being explained when the customer signs up. Even if it is, customers might not fully appreciate this until they go to top up.

But where is the 30GB that I just purchased? Check out the words below the ‘Credit Remaining’ of $5, you will discover that there is no current plan. And just below that ‘Get a plan‘. You must click on this to add your 30GB data plan. When you do this you will discover the 30GB data joins the two freebies and your ‘credit remaining’ drops by $5.

We strongly encourage every partner issuing Jump modems to personally go through this process – we’ll even pay the $5 if necessary. It is well worth $5 (soon to be less than the price of a cup of coffee) for you to have a first-hand experience of the top-up process.

People needing help when topping up make up the largest group of callers to the Skinny Help Desk (Care Team). If we can help Jump customers be more confident in topping up this would enable the Care Team to focus on helping with the much more challenging technical issues.

PS. A box of Chocolate Fish for the partner who brought this to our attention! I am sure she is not the only one that gets confused.

Don’t call Skinny for modem supply issues

I have been receiving a few redirected calls from the Skinny Care team with requests from partners about modem supplies.

PLEASE DO NOT CALL THE SKINNY CARE TEAM FOR ANY DETAILS ABOUT MODEM SUPPLIES.

The Skinny Care team has no role in the supply of modems. This is our (DIAA) responsibility, working with you, our Partners.

Any inquiries about modem supplies should come to jump@diaa.nz

Thank you.

Skinny Care over the holiday period

A heads up for all Jump Delivery partners that Skinny Care (the Skinny Helpdesk on 0800 475 4669) will be operating a bit differently during the coming Christmas/ New Year holiday period. We don’t expect you as one of our delivery partners to ever have to use this number, but it could be helpful that you know about this change in case any of your Jump customers ask you.

Skinny Care will only be available via Chat on the following dates:

26, 27 and 28 December 2021

2, 3 and 4 January 2022

The Care Team will be closed on Christmas Day and New Year’s Day. Otherwise they will there to help during normal hours:

Monday to Friday: 8:00am – 7:00pm (support available via Chat or Facebook only)

Monday to Friday: 9:00am – 5:30pm (support available via Phone)

Weekends and public holidays: 9:00am – 5:30pm (support available via Chat or Facebook only)