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)

JUMP Q&A Webinar on 1 December 2021 cancelled

The next monthly Jump Q&A webinar, scheduled for 9.30am on Wednesday 1 December 2021 has been cancelled. We only had one registrant and while hundreds of you might be contemplating registering tomorrow, I am afraid it is too late. We know this is a busy time of year and I am sure you will all welcome an extra hour in your day. I also know many are going the extra mile in helping your communities get their Vaccine Passes by 3 December, so please continue to focus on this.

The Jump Q&A webinars will resume on Tuesday 1 February 2022.

Jump Partner details updated on Skinny website

Today, we have applied a major refresh of the Jump partner details that appear on the Skinny Jump website when customers go searching for a nearby partner.

In August 2021, we changed most of the contact information to indicate that Jump delivery partners were temporarily closed because of the Covid-19 lockdowns; customers were advised to contact Jump partners by phone for assistance when applying for Jump modems that would then be sent by courier. Since 18 August, we have couriered 1264 modems to families using this process. What is amazing is that during the same lockdown period, partners have managed to distribute a total of 1734 modems. So that’s 3000 more households connected to affordable internet.

So while some partners continue to face challenges in distributing modems, most have opened again and are offering limited services within the Covid-19 guidelines. As a result we have decided to revert most partners (except Auckland libraries) to the standard wording for Jump connections:

Contact us during normal business hours to sign up for Jump

Auckland customers will continue to be directed to the special call centre number (09 977 1415).

All partners continue to have the choice of issuing modems themselves or assisting customers complete an online application form. As we move to the traffic light system, we expect that most partners will be able to resume issuing modems, and we will return to the position we were in before the latest series of lockdowns with 90% of all modems being issued by partners.

This is by far the best delivery model as partners are able to provide local support for customers connecting to the internet for the first time.

Please check the listing for your venue on the Skinny Jump website by typing in a local address or zoom in on the map to find your venue. If you would like any details changed, please contact us at jump@diaa.nz

Reminder about Jump Q&A

We have our next Jump Q&A webinar scheduled for Friday 1 October at 9.30am. This is your chance to ask questions of the Spark Foundation and our DIAA team about anything relating to Skinny Jump. Our commitment is to answer all your questions and if we don’t know the answer, we promise to find out.

The only exception unfortunately is the question that is asked most frequently – ‘when will capacity become available on a particular cellphone tower’. The capacity of Spark’s 4G cell towers is continuously under review, and can change day by day, as people migrate to other services and as Spark makes further investment in their infrastructure.

The October Q&A will include some key findings from the customer surveys that DIAA is carrying out with new Jump customers. Tom and Josiah are phoning everyone who connects to Jump (and agrees to be contacted) within 1-2 weeks to find out how they have got on in setting up their Skinny account and getting online. Over the last few months they have contacted over 500 new customers.

To book a place, register here and you will receive an invite to the Zoom webinar.

Faulty Jump modems during lockdown

During lockdown, we are couriering replacement modems from our Wellington base together with a courier bag for the return of the faulty unit.

The process works like this: the Jump customer contacts the Skinny Care Team on 0800 475 4669 if they have a suspected problem with their modem. The Care Team may be able resolve this remotely, but if they can’t they will refer the customer to our (DIAA) 0800 number (0800 463 422) for Shelley to arrange a replacement.

Shelley takes on the role that Jump partners would normally provide, getting details of the modem (IMEI Number), customer’s name and physical address. She then completes the online Modem Return form to ensure the old modem is delinked from the customer’s account and arranges for a new modem to be sent.

By the time the modem arrives (typically within 2-3 working days), the Skinny Support Team will have actioned the de-linking request and the customer can proceed to set up a new account.

If the customer has a credit balance on their old account, they must contact the Skinny Care team again, after they have their new modem and new Skinny account set up, to arrange for the credit balance to be transferred.

If a customer contacts you, as a Jump partner, directly rather than contacting the Skinny Care Team you are welcome to follow the same steps as
Shelley, i.e. capture the contact details for the customer and the IMEI number of the faulty modem, email these to jump@diaa.nz, and complete a Modem Return Form.

Surge in demand for internet could result in more ‘no-availability’ address checks

With the move to Level 4 lockdown, internet service providers have noticed a surge in internet usage. This is not really that surprising, but with the increased loading on the 4G wireless network, this could result in partners having to decline applications from more customers. We hope this is just a temporary issue and that the loading on the network will reduce when we move out of Level 4 lockdown.

All partners should now have supplies of the flyer explaining why some households can not be connected even when others in their neighbourhood can; if you haven’t received any of these flyers please contact us at jump@diaa.nz and we can send you some.

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).

Modems couriered every weekday during lockdowns

One of our Jump partners asked whether we are able to courier modems during the Level 4 lockdown, or whether we had to wait until we move to a lower level. The answer is a definite YES. We (DIAA) are recognised as an essential service provider during Covid lockdowns, as is anyone supplying Jump modems, and we can all continue to operate. Since the latest Covid-19 lockdown was announced on Tuesday 17 August, we have continued to courier modems ordered through our online ‘self-service’ application form.

One partner has reported a problem using our online form where Google was trying to be helpful and auto-filled the form with her details rather than the customer. If I have this right, this can only happen if you enter your own email address in the form – this field is not intended to be the Jump partner’s email but the email of the customer applying for service. If you do get some unwanted auto-filling, try refreshing your browser to get a blank form.

A copy of the form is then sent to this email (for the customer to verify that the details are correct) as well as to us to arrange for a modem to be sent. The modem will be couriered by mid-day on the next workday and should generally arrive the following day.

Our courier partner (NZ Post) has advised that there could be some delays as a result of the surge in the volumes of courier packages during Covid lockdowns; we found that this was the case in the main centres during the 2020 lockdowns, especially Auckland and Wellington.

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.

Are you having problems signing customers up with the Jump app?

Some partners have experienced problems signing up their customers with the Jump app and the Skinny team has asked us to inform them of any issues in case there are things that can be fixed in the back end. With so many varieties of smartphones and operating systems it is impossible for any app to cover all models. Most app developers do try to ensure that their apps are compatible with older models, but there is a limit. I have just tried by old iPhone 5 and when I try to download the Jump app it says: “requires IoS 14.0 or later”. When I google to find out what IoS is on my phone, I discover:

Will my iPhone 5 still work in 2021? No, absolutely not. The phone you’re talking about came out in 2013. Sure, Apple’s known for longevity, but the iPhone 5S is over seven years old! Not only would it run really slow, but the maximum iOS version that can run on it is iOS 12!

So the moral of the story is that if your customers have phones that are over 7 years old, then the Jump app probably won’t work.

But not to be deterred, the Skinny Team has encouraged us to report any problems when attempting to use the Jump app. In order to help, they really need the following details: