B618 Jump modems – missing user guides

Carla from Motueka Library has discovered a box of B618s without user guides. This is a mistake by the supplier. Every modem should be supplied with a User Guide (as pictured below) – this is same for both the B315 and B618 modems. Customers must have one of these to remind them how to connect their device to the WiFi when they get home and how to top up when their first 30GB data is used.

We are making efforts to procure some spare Guides so that you can issue these if you ever discover a modem without one. In the meantime please print a copy from the digital file on the Stepping UP website here.

User Guide

Jump modem returns – to re-issue or recycle?

Sally Ann Hardwick from Helensville Library raised an interesting point this morning and this made me realise that others might also be confused. Sally had read by blog posts from earlier this week (made my day to know that someone reads them!) and she was following my specific instructions by requesting a Sims courier label to return modems for recycling that had been returned prior to 5 January 2021 (the new procedures date for ‘modem returns’).

However, when I discovered that the returned modem had only been issued on 30 November 2020, I thought this should be managed under our new ‘de-link and reset’ procedures rather than sent for recycling.

So, I think there is a need to revise my instructions to provide more flexibility:

(1) Any returned modems that you are holding (whether they were returned before or after 5 January) and look to be in an OK condition – with packaging, power supply and ethernet cable – should be treated as potentially available for re-issue. You should use the Modems Return form to get the modem de-linked and reset, ready for re-issue.

(2) Any returned modems that are dirty, defaced or have missing parts should be treated as faulty, and you should use the Faulty Modems form.

New process for faulty Jump modems implemented yesterday (5 January 2021)

Thank you to Jo Cocker from Te Manawa Library in Massey Auckland, who was the first to discover a glitch with the new faulty modem process that took effect yesterday. The tiny URL for the Faulty Modem form was linking to an old version of the form; needless to say, this has been fixed. But we do appreciate this sort of feedback. As one of our famous Wellington retailers (LV Martin) used to say “It’s the putting right that counts!”.

So, to summarise the new process:

  1. Customers must contact the Skinny Helpdesk Care Team (0800 475 4669) if they suspect their modem is faulty; the Care Team will attempt to resolve the fault remotely, but if they can’t, they will advise the customer to return their faulty modem to a nearby Jump partner and pick up a replacement. The Care team will also initiate an internal Skinny process to de-link the faulty modem from the customer’s account (this means that by the time the customer arrives at a Jump partner to get a replacement modem, the modem will already be de-linked and the customer can use their same email to set up a new Skinny account with the new modem).
  2. For customers who for any reason are unable to visit a Jump partner, e.g. rural location, disability or otherwise house-bound, the Skinny Care Team will log the fault report with DIAA and we will send a return courier bag and replacement modem to them.
  3. When customers turn up with their faulty modem, Jump partners must complete the Faulty Jump Modem Returns form. There is also a link to this form on the Stepping UP website in the drop down Jump menu.
  4. Customers must use the same email address to set up a new Skinny account and they will then be able to transfer any unused credit balance on their old account to their new account. Note that customers can only use the same email address after the faulty modem has been de-linked, which is why this process is now automatically initiated by the Skinny Care Team when the fault is first reported.
  5. There should be no need for partners to email the Skinny Support Team (support-team@skinny.co.nz) to make a request for modem de-linking.
  6. All faulty Jump modems (B315s and B618s) are now to be returned to Telegistics, where efforts will be made to repair them; those that cannot be repaired will be sent to Sims for recycling.
  7. When DIAA receives a completed Faulty Jump Modem Returns form, we will send a pre-addressed courier label to the Jump Partner for sending the modem to Telegistics. Our goal is to send Telegistics courier labels at least weekly, so if you have more than one faulty return in any week, you can box them and send them together (the courier costs of sending 5 or 6 in a box is less than sending a single modem in a satchel).
  8. If partners are holding any B315s for recycling, that you received before 5 January 2021, these can still be sent to Sims for recycling. Please contact us on jump@diaa.nz and we will send you a Sims label.

Any questions or clarifications about the new process, please contact us at jump@diaa.nz

New processes for faulty and returned Jump modems starts today (5 January 2021)

Hopefully, some partners are already aware of the new processes that started today for faulty and returned Jump modems. Anna Paterson from Rangiora Library has been first to try out the new processes. Today, she assisted a customer set up their Skinny account, activate the modem and complete the Jump profile form – but Anna was then taken by surprise when the customer announced they had changed their mind and didn’t want the modem after all!

I suspect that Anna is not the first Jump partner to encounter customers who change their mind. But rather than consign the modem to the recycling bin, like we have been doing for the last 12 months, Anna was able to log the modem as a “returned modem” using the form here.

This form raises an alert with the Skinny Support team (not to be confused with the Skinny Care Team, who handle calls to the Skinny 0800 number). A Support Team member will de-link the modem from the customer’s account and reset it, ready for reissue, i.e. ensure that the initial 30GB data is available for a new user. When this has been actioned, Anna will receive an email from the Support team, advising her that the modem is now ready for reissue.

As this is only day one of our new processes, we are not exactly sure how long it will take for Anna to receive this email – she is going to let me know (and I will update this blog post accordingly). But we understand it should be ‘pretty quick’, like the same or next day.

6 January UPDATE: Anna has just advised me that she received confirmation from Skinny of the de-linking within 24 hours, so that’s pretty good.

In the meantime, we (DIAA) will add a comment to Column H in the partner’s GDoc Jump Register for the modem in question and mark Column B as ‘pending reset’. This has the short-term effect of reducing your stock levels by one. When we receive advice that the modem has been reset, we will remove these notes and the modem is added back as available stock, ready for reissue.

You should never run out of Jump modems but if you do….

We continue to receive requests from partners for more modems and that is fine – remember to use the following email: jump@diaa.nz . But every time we do get a request we ask ourselves why? We have this very efficient system that alerts us when a partner is running low on modems. Each partner has a trigger level that determines when new modems are sent. To make sure you never run out, we set the trigger level to the number of modems that you are typically issuing each week – this means we have a week to get new supplies to you. We know this isn’t perfect and are always happy to receive your individual requests.

The trigger level is set in cell G2 of your Jump register; we remind you what this is every time we ship modems, so do check the next box that arrives. Or if you would like access to your Jump register, please let us know (jump@diaa.nz); this does need to be a gmail address, or an email linked to a gmail address. Many of our partners set up a generic gmail for this purpose that can be used by all staff supporting the Jump programme.

We almost always find though that when we receive an email request it is because some other element of our tracking process is not working. The most common causes are:

Modems have been issued but Jump Profile Forms have not been completed. We totally rely on a form being completed for every modem issued; this allows us to mark up your Jump register, which in turn decreases your stock levels by one. If the form is not completed, we have no way of knowing that the modem has been issued. This generally results in us asking partners to do a stocktake and advise us of the IMEI numbers of the modems they are holding; we can then mark out the others in the Jump register to get things back on track.

There is an unexpected surge in demand for Jump modems. We update the Jump registers every day, but if a partner is holding 6 modems with a trigger level set at 5 and then issues 5 modems in one day, there will be a delay of a few days in getting new supplies. The solution in this case is to increase the trigger level or if partners are able to anticipate the surge, we can help you stock up in advance.

A box of modems has been misplaced. We understand that our partners lead busy lives and often many people are involved in supporting the Jump programme. It is easy for a box to be misplaced – under someone’s desk or in a storeroom. We have records of all modems dispatched, including the courier track and trace details. This includes the name of the person signing for the box of modems when it arrives. We often discover this person is on leave and no-one else knows where the box has been stored. The Jump registers include details of all modem shipments, including the Post Haste tracker code, so it is easy for us or for partners to quickly confirm whether this is a courier issue or a local one.

Modems appear to be faulty during the set up process and are not recorded. It is easy to make mistakes when helping a customer set up their modems and their Skinny accounts and, at times, the most pragmatic thing to do is simply move on to another modem. But is is important to contact the Skinny support team by email (support-team@skinny.co.nz) and make sure the modem is delinked and reset, ready for issue to another customer. If the modem is genuinely faulty and has not been allocated, partners should indicate this by entering ‘faulty’ in column B of the Jump register. This then reduces your stock count by one, as the modem is not available for re-issue. Or if you don’t want to mark up the Register, you can always send us an email with the IMEI number (jump@diaa.nz) and we’ll mark it up for you.

Jump Demo Modems

We encourage all our partners to hold a ‘demo’ modem. This is useful for training new staff as well as explaining to customers what the different lights mean. You can also explain to customers how to connect their digital devices to the modem using WiFi when they get home and power up their Jump modems.

The modems do come with a lot of different codes and numbers on the stickers, so it is good to point out the WiFi Password, which could be on a sticker on the back of the modem or or the bottom. Some customers do get confused by the ‘Admin’ password and try to use this for their WiFi link, so it is good to highlight this during the setup process.

Note WiFi Password is called ‘Password’ on this sticker (not to be confused with ‘Admin’ Password)
Note WiFi Password is called WiFi Key on this sticker

When you power up the Demo modem, it will connect to the Jump network and the clock starts ticking on your initial 30 days 5GB that is pre-loaded. You do not need to top up your account when the initial 30GB expires, but if you wish to use the modem for other purposes, then it is fine to keep topping it up.

Even after the initial 30GB has expired, the Demo modem continues to be useful to explain the various features and the WiFi password.

Are you confused about de-linking Jump modems?

Some partners are still uncertain about the process for de-linking Jump modems.

When does a modem need to be de-linked?

There are three particular situations when a Jump modem needs to be de-linked from a customer’s Skinny account:

(1) A faulty modem is returned to a partner and a replacement modem is issued. Customers should contact the Skinny Helpdesk whenever they have a faulty modem and if the fault cannot be fixed, the Skinny Care Team will ask the customer to return the modem to a nearby partner and get a replacement. At the same time the Skinny Care Team will issue a request to the Skinny Support Team to de-link the modem from the customer’s Skinny account. If the modem is not de-linked, the customer will not be able to use any credit remaining on their Skinny account; they would have to set up a new Skinny account with a different email address and would lose any balance on their old account. This will become obvious to partners when trying to set up the replacement modem. To get the modem de-linked, partners must email the Skinny Support Team on: support-team@skinny.co.nz . Customers must also call the Help desk (Care Team) to get their replacement modem linked to their existing account.

NOTE the difference between the Skinny Care Team and Skinny Support Team. The Care Team is contacted by telephone (0800 475 4669) and the Support Team by email only support-team@skinny.co.nz . The Care Team is not authorised to de-link accounts; all requests for de-linking are handled by the Support Team.

(2) An error is made during the setup process and the modem needs to be re-set before it can be re-issued. Partners should email the Skinny Support Team support-team@skinny.co.nz and ask for the modem to be de-linked and reset.

(3) A modem is returned in good condition by a customer who does not want it anymore. Since February 2020, our advice has been to put all returned modems (faulty or otherwise) in a recycling box. However, some partners have continued with the previous process, which was to contact the Skinny Support Team support-team@skinny.co.nz and ask for the modem to be de-linked from the previous customer’s account and reset for re-issue ($5/30GB preloaded). We expect to return to this process in 2021, so if this is already working for you, keep on trucking!

Faulty & Returned Modems

B315
B315 Skinny Jump modem

Partners are reminded that all returned B315 Skinny Jump modems – whether these are faulty or are simply not required any more – are to be withdrawn from circulation and added to a recycling box.  When you have five or six modems (whatever fits in the box), you should email us (jump@diaa.nz) with the IMEI numbers of the withdrawn modems and we will send you a courier sticker and address label for an approved recycler. We have been advised by the Spark Foundation that the effort involved in trying to repair and reset these modems is simply not justified and that replacement modems should be supplied, if required.  Partners must ensure that a new Stepping UP Profile form is completed if a replacement modem is issued.

B618
B618 Skinny Jump modem

However, should a customer return a B618 modem, these are to be returned for repair and re-use.  Customers should not be returning these to you, but it appears that some do.  The only people receiving B618 modems at this stage are families with school children, who have been identified as part of the Covid-19 response by their school or the Ministry of Education as households without broadband internet. If their modem is faulty or no longer required they must contact the Skinny Helpdesk on 0800 475 4669 in the first instance.  A return courier bag will then be sent directly to them.

Partners who do end up with a B618 modem should follow the same procedure – report the returned modem to the Skinny Helpdesk and this will result in a return courier bag being sent to you.

 

Can a Jump modem be linked to an existing Skinny Phone account?

Partners who have been around a while will recall that once upon a time it was possible for an existing Skinny phone customer to log into their account and ‘add’ the Jump modem, so that they could use the same email and password to log in to their Jump account as their phone account.  This made good sense to everyone.

However on 25 March 2020, when Jump 2.0 was launched, this feature was removed.  No-one quite knows why, but this appears to have been an unintended casualty of other improvements.

The bottom line now is that it is simply not possible to ‘add’ a Skinny Jump modem to an existing Skinny phone customer’s account.  The customer must use two different emails for the two services.  How dumb is that, I hear you say (and some have already said), and we agree and so do our friends at the Spark Foundation.

This has been formally raised with the Skinny technical team and they have agreed to review this.  That’s the good news.  Today we learnt that this mightn’t happen until the end of 2020.  So there’s nothing you or we can do in the meantime.  Just grin and bear it and think nice thoughts about all the good things that Jump does provide.

 

 

Jump Modems – Delivery Options

I am getting frequent questions about whether the home delivery self-service option is still available for Skinny Jump.  The short answer is “yes”, but please read on so that I can explain the ‘but‘.

All Jump inquiries are directed to a delivery partner organisation and our preference (from both a support and financial perspective) is for people to front up to a local partner.  There are now 196 publicly listed locations where people can go to get a Skinny Jump modem and new locations are being added every week.

The advantages are manifold:

(1) Partners are able more easily to assess the eligibility of the applicants;

(2) Partners are able to assist applicants set up their Skinny accounts, making sure they have a working email (and one they can remember the password for!);

(3) Partners are able to explain what customers can do with 30GB data and how they are limited to five plan renewals (total of 150GB) a month;

(4) Partners are able to explain the top up/ plan renewal process, so that customers feel confident about doing this when their first month’s internet expires;

(5) Partners are welcome to engage interpreters for customers who have English as a second language, and claim back costs from DIAA;

(6) Partners are able to offer opportunities for new internet users to participate in scheduled Stepping UP or Better Digital Futures digital literacy classes;

(7) Partners are able to develop a relationship with the customer, so that they are encouraged to return for other library services.

BUT, if for any reason the customer finds it difficult to get to a Jump partner, e.g. they could live a long way away or may have physical disabilities that prevent them from travelling, partners are welcome to use the online application form.  Note that the Application Form has been amended to require the name of the person making the referral and their organisation.  Applicants must also give a reason why they can’t visit a Jump partner.