Category: Skinny Jump

Ciena Jump signups rocket past 600

Another record month for Ciena Jump signups! 56 partners had signed up a whopping 619 families to the Ciena plan by the end of September (and already another 7 so far today – 3pm 2 October 2023).

This is a fantastic achievement. Linwood Library remains top of the leaderboard – in fairness they did have a sort of head start by collaborating with the Greater Christchurch Schools Network (GCSN) in 2022 and they did get the August Chocolate Fish award.

But with Ranui, Shirley, Hastings and Hornby libraries coming a close second for two months in a row, I think they deserve the sugar boost for September! So keep an eye out for the next courier delivery.

56626
Total Issues
Linwood Library8213%
Ranui Library579%
Shirley Library549%
Hastings War Memorial Library467%
Hornby Library437%
Wairoa Library315%
Otara Library295%
Manukau Library224%
Manurewa Library213%
Te Takere Levin213%
New Brighton Library203%
Glenfield Library142%
Kaikohe Library142%
Onehunga Library132%
Porirua Library112%
Rotorua Library112%
Glen Innes Library91%
Mangere East Library91%
Papatoetoe War Memorial Library91%
Wellsford War Memorial Library91%

Jump customers being referred by Skinny Care Team to Partners for replacement modems

This shouldn’t be happening, but I get regular regular reports from partners that it is. Our agreed procedures for handing faulty and returned modems are clearly set out on our website.

The Skinny Care agents rely on a knowledge base to provide advice to customers when they call, so the Jump team went on an exploratory mission to find out where the agents were getting this wrong information.

And success! They discovered a rogue flowchart that was directing Skinny Care agents to some obsolete information that instructed them to advise customers with faulty modems to return them to a nearby Jump partner. Needless to say, this has been corrected. Thanks, River.

Thank you also to the partners who alerted us to this issue. We always welcome feedback on processes that are not working as they should. We can then try and fix them.

Jump Credit balances for customers who switch to sponsored plans

A few partners have raised questions this week about what happens to customers’ credit balances when they switch to a sponsored plan like Ciena.

Jump customers will be used to seeing the credit balance on their dashboard when they sign into Jump. However, when they move to a sponsored plan like Ciena this balance disappears from their dashboard. The Skinny Jump team has acknowledged that this shouldn’t happen and have some work in progress to get this re-instated.

The good news is that balances on customer accounts will remain for 12 months after their last plan renewal. However, for customers on multi-year sponsored plans who can not renew a data plan, this can be a problem, as they will eventually lose any credit balance.

Customers in this situation should contact the Skinny Care Team on 0800 475 4669 within 12 months to arrange a refund.

Slow verification code arrival still causing some problems

We had hoped that this problem, which seems to be just impacting Jump customers with Gmail accounts, would sort itself. But it appears not yet.

Anya Kay from East Coast Bays Library in Auckland encountered this problem last week when signing up a new customer with a Gmail account. So she set up a Yahoo email account for her customer, and hey presto, the verification email arrived straight away! Good problem-solving Anya!

Skinny Jump back in business

I have confirmation from the Skinny Jump team that yesterday’s fault has been fixed and Jump is back to business-as-usual. Everything working as it should – website and Apps. The issue with Android phone signups for 10 digit broadband numbers is still being worked on, so please continue to use browser sign ups for customers with Android phones. We have been alerted to a possible related problem with web signups not being reflected in the Android App, so please make sure your customers do load the Jump App on their phones after you have signed them up and check that they can log in.

We would appreciate notification of any situations where this isn’t working, preferably with a screen shot from the Android phone. Thank you.

What do you do when a customer reports a stolen Jump modem?

Rarely a week goes by without at least one report of a stolen Jump modem.

The first and most important thing for customers to do is to report this to the Skinny Care Team (0800 4754669). They will immediately block this modem so that it becomes inactive and of no use to the thief.

The second thing the Care Team will do is initiate a process to de-link the modem from the customer’s email, which means the customer can use the same email when signing up for a replacement modem and arranging for any credit on their old account to be transferred.

The third thing the Care Team will do is to ask us (DIAA) to send a replacement modem.

So the answer to my question is that you, as a Jump partner, should not have to do anything. But I know this doesn’t stop customers getting in touch with you to request a replacement. If they do, and they know their Jump broadband number, you can complete a Modem Returns form to initiate the replacement process. But you will not be able to issue a replacement using the same email until it has been processed by Skinny – and this can take 1-2 days.

So, our advice is to always refer customers reporting stolen modems to the Skinny Care team.

The short BB number problem solved but not yet resolved

Thanks to thorough testing by Suniti De La Mare from Ranui Library, the problem has been narrowed to the Jump Android App – this has a mind of its own and inserts spaces when entering the shorter broadband numbers, causing the signup process to fail. Everything seems to work fine when using the Jump iPhone App and the computer desktop versions.

The Jump team is onto this and is working to fix this bug.

So the interim solution is to use a computer desktop for new Jump signups (which I know many partners already do anyway). But please make sure your Jump customer also has the App on their phone before they leave with the modem to make life easier for them in monitoring their data usage and managing top-ups.

The Great Jump BB Mystery continues

This story could become a TV series! My original post suspected a BB number error (as modems were shipped this week with only six digits after the 0204). However, after some testing by the Skinny Jump team, it was confirmed that these broadband numbers are legitimate and modems with the shorter numbers have been provisioned for Jump. My update post sent us on a different path of investigation – looking at how the BB number is being entered.

We now have more evidence from partners that there is nothing wrong with the modems nor the shortened BB numbers. The difference seems to be how the BB number is entered. The Jump App makes it clear that the BB number must be entered without any spaces, i.e. 0204xxxxxx (for the shorter numbers) or 0204yyyyyyy (for the longer numbers).

But two partners have reported that the App now appears to have a mind of its own and in some situations automatically adds spaces to the BB number (see example below). Note the ! triangle in the broadband number field, signifying an invalid BB number. So this suggests a new line of inquiry.

We were first alerted to this issue by Carla at Hastings Library and she explained a workaround that her team discovered:

Re: Registering customers for Skinny or Ciena Jump

The issue:  The app is automatically putting spaces in the broadband number.

While doing the activation for the modem you may come across an issue where the Jump app won’t let you verify and activate the modem. This means you won’t be able to move forward with the activation. You need to:

  1. Huakina (open) a new incognito window on the rorohiko (PC)
  2. Go to Skinny Jump login and get the customer to uru atu (sign-in)
  3. Click on ‘Activate’ and whiriwhiria (select) ‘Broadband’
  4. Patopatohia (type) the Broadband number and Verification code
  5. Get the customer to restart their Jump app and uru atu.
  6. Continue with usual sign-up.

Kia aro mai (please note) it might take a few seconds to activate but keep clicking on it until the dashboard shows up.

Thank you, Carla, for sharing your solution. This will help keep the Skinny Jump train moving while the investigation continues to try and understand why some partners are facing the ‘auto-fill’ problem while others are not.

Jump BB numbers – the mystery deepens

Further to my previous post, I may have been hasty in assuming the 10-digit broadband numbers were the problem. While they were a problem in the past, the Skinny team has confirmed that these are legitimate Jump provisioned broadband numbers and they have been able to set up one without any problem.

So, we need to figure out what the Skinny Jump team is doing that is different to what partners are doing to get the error message. The sign up documentation (user and partner guides) simple refer to just entering the BB number, but there are variations in how this is entered, e.g. 64204xxxxxx (11 digits), o204xxxxxxx (also 11 digits), but if you enter 0204xxxxxx (only 10 digits),maybe this causes a problem? The instruction in Step 5 of the App signup explicitly states not to add spaces, but of course if you are only entering 10 digits, then you could inadvertently enter a space.

So those of you who are up for a challenge, I would welcome your help in solving this problem. Please feel free to try setting up one or more of the recent modem shipment (those with 0204 xxx xxx numbers), trying different number formats. You can always put them through the Modem returns process to reset them after your tests.

URGENT ALERT: Missing Digit in Jump BB number

Two partners have reported today that some modems in the latest shipment have a missing digit in the Broadband number, which is printed on the transparent sticker on the side of the modem. This means they can’t be issued – you will receive an error message, as the BB number will not be recognised.

All partners that received a new shipment of modems this week could be affected, so please put aside any modems without 11 digits in the following format “0204 xxx xxxx” until we get this resolved.

I have asked for further shipments to be suspended until we understand how this error is occurring and how we can fix it.

Partners who received modems this week include:

Glen Innes Library; Hastings War Memorial Library; Papatoetoe War Memorial Library; Kaikohe Library; Mangere East Library; Rotorua Library; Otara Library; Otahuhu Library; Dargaville Library; Ranui Library; Hornby Library; HB Williams Memorial Library Gisborne; Grey Lynn Library; Linwood Library; Kaikohe Library; Waverley Library Plus; Te Kete Aronui – Rototuna Library; Glen Eden Library; Porirua Public Library; Dunedin City Library; Onehunga Library; Hamilton Central Library; War Memorial Library Hutt City; Shirley Library; Step Ahead; Highland Park Library; Pukete Neighbourhood House