Support / FAQ

We pride ourselves on providing the best in local technical support to all of our customers. Our Adelaide based support team are happy to help you with any questions relating to our plans or technical issues you may have with NuSkope service. We are here to help!

SELF HELP TO

    FIXIT

Most broadband faults can be repaired from home in just a few short steps without any technical knowledge at all. Below are a few common faults and the solutions on how to fix the problem.

My internet connection has gone down.

There can be a number of reasons but the most common are easily fixed. The first thing to do is to power-cycle your POE power supply by switching it off at the power point for 30 seconds. It will take about 2-4 minutes for the connection to come back online.

My internet connection is unstable and cuts in and out.

This is normally caused by a poor signal to your home and is sometimes noticed after a severe storm. Your wireless antenna may have been blown in the wind and may require realignment.
Trees that have grown over time may now be blocking the signal to your aerial. Your trees may need to be trimmed to allow the wireless signal to your aerial. Note: Wireless broadband needs a clear line of sight from your home to our  towers.

My internet connection is running very slow

The first thing to do is to power-cycle your POE power supply by switching it off at the power point for 30 seconds. (it will take up to 5 minutes to reboot) If this does not resolve the problem check with a hard wired connection (dont use your wifi. Plug into the modem/POE adapter directly. Home WiFi can be problematic. In some cases during peak traffic usage (normally between 5 - 10pm and school holidays) you may notice a slight drop in speed. This is normal, but if you notice that it is always slow then please contact us.

We often have power surges that affects my connection, can I fix this?

If you live in an area that is prone to power fluctuations then you can install a small UPS (Backup power supply) that plugs into your wireless equipment. This will protect your equipment from small power surges and provide a battery backup for a short period of time. A UPS can be purchased from most electronic stores, we use MSY computers.

Email server settings
Incoming Mail Server Outgoing Mail Server * Username
mail.nuskope.com.au mail.nuskope.com.au username@nuskope.com.au

* you need to tick the box ‘my server requires Authentication’ normally located on the servers tab our outgoing email settings

Want to change your email password?

To change your email password, or other mail settings, head to: www.account.nuskope.com.au

How can I set up or modify my NuSkope email account?

Log into the Members Page and follow the prompts

Updating Contact Information

You can view your Contact Information from our Members Page

To update your Contact Information please give us a call on 1800 733 418 and select any option and tell our staff member you would like to update your details.
Ensure your request includes three (3) points of ID for yourself - such as your Name, DoB, Username, or Phone Number - to assist our staff to verify your identity and correctly identify your account.

Authorised Representatives

There are different levels of access available:

Type of Authorised Representative Level of Access to your Account
Administrative
(Authorised Person)
Full access to your account
Billing
(Contact Person)
Access to Billing and Account information
e.g., account balances, payment status, current plan, etc.
Technical
(Contact Person)
Access to Technical information
e.g., passwords, IP addresses, etc.
User
(Contact Person)
Access to general usage information and order statuses.

To add/modify an Authorised Representative, follow the steps below:

  • Contact Us stating that you need to add an Authorised Representative to your account.
  • Ensure your request includes three (3) points of ID for yourself - such as your Name, DoB, Username, or Phone Number - to assist our staff to verify your identity and correctly identify your account.
  • Include the Name of the person you wish to authorise, their contact details (phone number or email address), and the level of access you require them to have (Administrative, Billing, or Technical).

NuSkope staff will still be able to provide basic Technical assistance to people who are not Authorised Representatives.

NOTE: Only the Account Owner may nominate an Authorised Representative.

I have tried all of the above and it hasn't worked - what can I do now?

If you need further help, please either email us with a fault description on support@nuskope.com.au or call us on 1800 733 418

NuSkope Remote Support

Download remote support App (windows): NuSkope Support App

Download remote support App (Mac): NuSkope Support App