New Installations Frozen for this Site
⚠ DO NOT PROCEED WITH ACTIVATION ON THIS SITE
This site is currently frozen for new customer connections.
The freeze has been put in place to protect the quality and stability of customers already connected to this site.
Do not continue with this installation on this site unless specifically authorised by the Jenny Onboarding Team.
What you need to do
1. Try another Jenny site
Please check whether the customer can be connected to an alternative Jenny site that can provide a stable, high-quality connection.
2. If no suitable alternative is available
Contact the Jenny Onboarding Team while you are still onsite.
The Onboarding Team will assist you with the next steps.
3. Inform the customer
Please explain the situation to the customer while you are still onsite. We understand that they may be disappointed, so please take a moment to explain why Jenny has chosen not to proceed with the connection.
How to explain this to the customer
Please reassure the customer that we would genuinely like to have them as a Jenny customer. The decision not to install today is being made because we do not believe this site can currently provide them with the quality of connection we expect.
You can explain it like this:
“Jenny would really like to connect you. Unfortunately, this particular site has reached a point where adding another connection could affect the quality of service for both you and the customers already connected here.
Rather than install a connection that we are not confident will perform properly, we would prefer to be upfront with you today.
We hope to have the opportunity to connect you in future when more capacity or another Jenny site becomes available. When you do become a Jenny customer, this is also the same approach we will take to protect the quality of your connection.”
If the customer is interested, make sure their details remain with Jenny so that we can re-engage them when the network situation changes.
Why has this site been frozen?
Jenny Internet monitors the capacity and performance of its network.
Where adding additional customers could negatively affect connection quality, we may temporarily freeze new installations on a site to protect the customers already connected there.
We are committed to providing quality, sustainable internet connections.
If we cannot provide a connection that we believe will perform reliably, we would rather be transparent with the customer than install a service that does not meet an acceptable standard.
We believe everyone deserves good internet.
If network conditions improve, additional capacity is installed, or a new Jenny site becomes available in the area, we can re-engage the customer and explore connecting them in future.
