The Spark team is planning a less-confusing approach for handling modem returns, whether these are faulty modems or modems that are returned to delivery partners because they are no longer required. From 1 April 2020, some new processes will be implemented, including the handling of returned modems. In the meantime our advice is:
- Any faulty or returned modem is set aside; we recommend you use one of boxes that the modems arrive in as a “modems return” box.
- When you have 5 or 6 modems awaiting return please contact Shelley (0800 463 422 or email email@example.com).
- Shelley will send you a Post Haste courier sticker and address label for Sims Recycling.
- Alternatively, you are welcome to courier the returned modems directly to:
Sims E-cycling (NZ) Ltd
69 Aintree Avenue
Phone 09 275 1501
Attention: Robert Herbert
5. The only exception is when you strike a problem setting up the modem; in this instance you should call Skinny (0800 475 4669) for advice. They may be able to re-set immediately, so that you can continue with the set up.
The original approach with returned modems was to try and reset them remotely so that they could be re-issued to a new customer. This has proved to be administratively too difficult and the costs of repair (including courier costs and staff time) have quickly exceeded the value of a replacement modem. The JUMP modems currently being supplied are refurbished ones, so they are already on a second life. Spark is therefore recommending the above approach as a more efficient process for everyone involved, including delivery partners.
Some partners have been asking about our Christmas/ New Year hours for modem deliveries. Our last courier shipment for the year will be on Monday 23 December and we will resume operations on 6 January. We are currently reviewing the current level of activity for each partner compared to modem stocks (as indicated in cell F4 of your Google register) and our goal is to make sure you have enough to bridge this two-week period. So even if you haven’t reached the re-supply trigger number (cell G2), you might receive an extra box, just in case.
We have received feedback from some JUMP delivery partners that they are holding too many modems, while others feel they are not holding enough. Our general rule has been to re-supply when your stocks drop below 5, but for high turnover sites the trigger is set at 10. We now have the capability to set a re-stocking number for each partner, so please do let us know if you have a preference (E: firstname.lastname@example.org). Your stock level is recorded in cell F4 of your JUMP register. This is based on a calculation of the number of modems supplied, less the number issued (counted by ‘Firstname’ in column B), less the number of returned faulty modems (counted by the dates in column X).
This number can overstate your stock level if you do not record at least the family’s firstname in column B and if for any reason we do not receive the Kawa of Care. So please keep an eye on cell F4 to make sure it matches the number of modems you are actually holding.
The team at Linwood Library topped the JUMP leader board in November with 21 sign-ups. This is the third time this year that Linwood has topped the board – 30 in August and 32 in October. Near the top were New Plymouth Libraries (20), Kaitaia Library (15), Whanganui District Libraries (15) as well as Glen Innes Library (13), but as the efforts of these JUMP partners have already been recognised this year, the Spark Foundation morning tea for November goes to RaWiri Residents Association (13). The Association provides community services and facilities from the Rata Vine Community House that are beneficial for the residents of Rata Vine, Wiri and the wider community. Nearly 100 families have benefited from a JUMP connection as a result of the efforts of Liz and the team at RaWiri Residents Association. Well done!
New processes for JUMP modems that are returned to a JUMP delivery partner (libraries and community organisations) are starting to work, so I thought it might be timely to issue a general update.
- Families with a faulty modem should be encouraged to contact the Skinny Helpdesk (0800 475 4669) in the first instance. The Helpdesk staff will make every effort to solve the problem remotely, but if this is not possible they will either send a replacement modem directly to the family or instruct families to get a replacement modem from the delivery partner.
- Families returning a faulty modem to a delivery partner should be allocated a new one and the SIM card in the new modem replaced with the SIM card from the faulty modem. Partners should keep the SIM card from the new modem in a safe place; it might be useful in the future as a replacement for an expired SIM (one that hasn’t been topped up for more than 12 months after it has been activated).
- Families returning a modem that is no longer required should also be encouraged to contact Skinny before returning the modem, so that the service can be disconnected (or partners can do this on behalf of JUMP families).
- If the returned modem is in good condition and all components are returned (box, power supply, ethernet cable), contact the Skinny Helpdesk to reset the modem (by de-linking from the previous family’s account and loading a new $10 package). The modem is then available for reissue.
- All faulty modems, as well as returned modems unsuitable for re-issue, should be placed in a “JUMP recycle” box ( we suggest you set aside one of the boxes that the modems arrive in and label this as “JUMP recycle” to avoid the modem being re-issued by mistake). When the box is full, courier to:
Sims E-Recycle, 69 Aintree Avenue, Mangere, Auckland 2022. Attention: Robert Herbert PH: (09) 275 1501
IMPORTANT: Please make sure the box is clearly labelled on the outside as: “JUMP MODEMS FOR RECYCLING”
6. Mark up the family record in your JUMP Google sheet with the words “RECYCLE” in column H and enter the family’s name (columns B and C) and Date of Issue (column E) against the new IMEI number. We’ll do the rest. For families receiving a replacement modem, there is no need for them to complete a new Kawa of Care, provided partners update the yellow shaded columns (B, C and E).
Congratulations to the 64 partners who signed up a record number of families to JUMP in October. 368 more families are now benefiting from this very affordable internet service. Our previous record high was 365 in May 2019. Linwood Library topped the ladder with 32 signups, followed by Kaitaia Library with 26. Glen Innes and Papakura Libraries took the 3rd equal place with 19 signups each.
Linwood, Kaitaia and Glen Innes have already been top of the ladder this year, so the Spark Foundation morning tea for October goes to Papakura (Sir Edmund Hillary Library).
What is especially pleasing is that we have had JUMP signups from an average of more than 60 partners for each of the last three months. Our special goal now is to get our other 80 JUMP partners signing up families every month. If you are one of these 80, do tell us how we can help.
UPDATE: Modem supplies have recommenced this week – major courier shipment going to all partners with low supplies today – should be with you tomorrow (North Island) or Monday (South Island).
We have struck an unexpected delay in the supply of JUMP modems and I know many partners are now waiting for new supplies. We have a back order in for 300, so as soon as we receive these, they will be couriered to delivery partners. The latest information from Spark Foundation indicates that these should arrive with us during the week of 30 September and hopefully everyone will receive new supplies by the end of that week.