If you've never logged into Toolbox before, please see An Introduction to Toolbox.
- Log in to Toolbox and select My Account from the navigation bar. If you're on a mobile device and you don't see this option, click the grey square with three lines to show the navigation menu.
- Make sure View tasks is selected from the Actions menu. If you're on a mobile device and you don't see the Actions menu, click the grey bar labelled My Account actions to show it.
- Alternatively, when viewing any of your products in the My Products area of Toolbox, you’ll also find the View tasks option at the end of the list in the Actions menu.
- You’ll see a list of any tasks made on your account in the past 2 weeks. Its Status will show whether the task is “Open”, “Closed” or “On Hold”.
- You can click View next to a task to see more detail.
- When viewing a task in detail, you’ll see your task reference number at the top of the page along with the option to Order tasks by “newest entries first” or “oldest entries first”.
- Each entry on the task will be shown under the date and time it was made, and the staff department who made the notes in the entry.
The dialling code is the prefix to be used when dialing TO that particular country FROM another country. In some cases (particularly the United States) you may also need to dial a city or area code. You can find detailed dialling code information at Callingcodes.com.
If your handset doesn't have a + symbol, dial Australia's exit code, 0011, instead.
Country Name or satellite system | Country Code |
Afghanistan | +93 |
Albania | +355 |
Algeria | +213 |
American Samoa* | +1 684 |
Andorra | +376 |
Angola | +244 |
Anguilla* | +1 264 |
Antarctica | +672 |
Antigua* | +1 268 |
Argentina | +54 |
Armenia | +374 |
Aruba | +297 |
Ascension | +247 |
Australia | +61 |
Australian External Territories | +672 |
Austria | +43 |
Azerbaijan | +994 |
Bahamas* | +1 242 |
Bahrain | +973 |
Bangladesh | +880 |
Barbados* | +1 246 |
Barbuda* | +1 268 |
Belarus | +375 |
Belgium | +32 |
Belize | +501 |
Benin | +229 |
Bermuda* | +1 441 |
Bhutan | +975 |
Bolivia | +591 |
Bosnia & Herzegovina | +387 |
Botswana | +267 |
Brazil | +55 |
British Virgin Islands* | +1 284 |
Brunei Darussalam | +673 |
Bulgaria | +359 |
Burkina Faso | +226 |
Burundi | +257 |
Cambodia | +855 |
Cameroon | +237 |
Canada | +1 |
Cape Verde Islands | +238 |
Cayman Islands* | +1 345 |
Central African Republic | +236 |
Chad | +235 |
Chatham Island (New Zealand) | +64 |
Chile | +56 |
China (PRC) | +86 |
Christmas Island (from outside Australia) | +61 8 |
Cocos-Keeling Islands | +61 |
Colombia | +57 |
Comoros | +269 |
Congo | +242 |
Congo, Dem. Rep. of (former Zaire) | +243 |
Cook Islands | +682 |
Costa Rica | +506 |
Côte d'Ivoire (Ivory Coast) | +225 |
Croatia | +385 |
Cuba | +53 |
Cuba (Guantanamo Bay) | +5399 |
Curaçao | +599 |
Cyprus | +357 |
Czech Republic | +420 |
Denmark | +45 |
Diego Garcia | +246 |
Djibouti | +253 |
Dominica* | +1 767 |
Dominican Republic* | +1 809, +1 829 |
East Timor | +670 |
Easter Island | +56 |
Ecuador | +593 |
Egypt | +20 |
El Salvador | +503 |
Ellipso (Mobile Satellite service) | +8812, +8813 |
EMSAT (Mobile Satellite service) | +88213 |
Equatorial Guinea | +240 |
Eritrea | +291 |
Estonia | +372 |
Ethiopia | +251 |
Falkland Islands (Malvinas) | +500 |
Faroe Islands | +298 |
Fiji Islands | +679 |
Finland | +358 |
France | +33 |
French Antilles | +596 |
French Guiana | +594 |
French Polynesia | +689 |
Gabonese Republic | +241 |
Gambia | +220 |
Georgia | +995 |
Germany | +49 |
Ghana | +233 |
Gibraltar | +350 |
Greece | +30 |
Greenland | +299 |
Grenada * | +1 473 |
Guadeloupe | +590 |
Guam * | +1 671 |
Guantanamo Bay | +5399 |
Guatemala | +502 |
Guinea-Bissau | +245 |
Guinea | +224 |
Guyana | +592 |
Haiti | +509 |
Honduras | +504 |
Hong Kong | +852 |
Hungary | +36 |
ICO Global (Mobile Satellite Service | +8810, +8811 |
Iceland | +354 |
India | +91 |
Indonesia | +62 |
Inmarsat (Atlantic Ocean - East) | +871 |
Inmarsat (Atlantic Ocean - West) | +874 |
Inmarsat (Indian Ocean) | +873 |
Inmarsat (Pacific Ocean) | +872 |
Inmarsat SNAC Note: Inmarsat plans to shift all other codes to this Single Network Access Code by 2009. |
+870 |
International Freephone Service | +800 |
International Shared Cost Service (ISCS) | +808 |
Iran | +98 |
Iraq | +964 |
Ireland | +353 |
Israel | +972 |
Italy | +39 |
Jamaica * | +1 876 |
Japan | +81 |
Kazakhstan | +7 |
Kenya | +254 |
Kiribati | +686 |
Korea (North) | +850 |
Korea (South) | +82 |
Kosovo | +383 |
Kuwait | +965 |
Kyrgyz Republic | +996 |
Laos | +856 |
Latvia | +371 |
Lebanon | +961 |
Lesotho | +266 |
Liberia | +231 |
Libya | +218 |
Liechtenstein | +423 |
Lithuania | +370 |
Luxembourg | +352 |
Macao | +853 |
Macedonia (Former Yugoslav Rep of.) | +389 |
Madagascar | +261 |
Malawi | +265 |
Malaysia | +60 |
Maldives | +960 |
Mali Republic | +223 |
Malta | +356 |
Marshall Islands | +692 |
Martinique | +596 |
Mauritania | +222 |
Mauritius | +230 |
Mayotte Island | +269 |
Mexico | +52 |
Micronesia, (Federal States of) | +691 |
Midway Island * | +1 808 |
Moldova | +373 |
Monaco | +377 |
Mongolia | +976 |
Montenegro | +382 |
Montserrat * | +1 664 |
Morocco | +212 |
Mozambique | +258 |
Myanmar | +95 |
Namibia | +264 |
Nauru | +674 |
Nepal | +977 |
Netherlands | +31 |
Netherlands Antilles | +599 |
Nevis* | +1 869 |
New Caledonia | +687 |
New Zealand | +64 |
Nicaragua | +505 |
Niger | +227 |
Nigeria | +234 |
Niue | +683 |
Norfolk Island | +672 |
Northern Marianas Islands (Saipan, Rota, & Tinian) * |
+1 670 |
Norway | +47 |
Oman | +968 |
Pakistan | +92 |
Palau | +680 |
Palestinian Settlements | +970 |
Panama | +507 |
Papua New Guinea | +675 |
Paraguay | +595 |
Peru | +51 |
Philippines | +63 |
Poland | +48 |
Portugal | +351 |
Puerto Rico * | +1-787, +1 939 |
Qatar | +974 |
Réunion Island | +262 |
Romania | +40 |
Rwandese Republic | +250 |
St. Helena | +290 |
St. Kitts/Nevis * | +1 869 |
St. Lucia* | +1 758 |
St. Pierre & Miquelon | +508 |
St. Vincent & Grenadines * | +1 784 |
Samoa | +685 |
San Marino | +378 |
São Tomé and Principe | +239 |
Saudi Arabia | +966 |
Senegal | +221 |
Serbia | +381 |
Seychelles Republic | +248 |
Sierra Leone | +232 |
Singapore | +65 |
Slovak Republic | +421 |
Slovenia | +386 |
Solomon Islands | +677 |
Somali Democratic Republic | +252 |
South Africa | +27 |
Spain | +34 |
Sri Lanka | +94 |
Sudan | +249 |
Suriname | +597 |
Swaziland | +268 |
Sweden | +46 |
Switzerland | +41 |
Syria | +963 |
Taiwan | +886 |
Tajikistan | +992 |
Tanzania | +255 |
Thailand | +66 |
Thuraya (Mobile Satellite service) | +88216 |
Timor Leste | +670 |
Togolese Republic | +228 |
Tokelau | +690 |
Tonga Islands | +676 |
Trinidad & Tobago* | +1 868 |
Tunisia | +216 |
Turkey | +90 |
Turkmenistan | +993 |
Turks and Caicos Islands* | +1 649 |
Tuvalu | +688 |
Uganda | +256 |
Ukraine | +380 |
United Arab Emirates | +971 |
United Kingdom | +44 |
United States of America | +1 |
US Virgin Islands* | +1 340 |
Universal Personal Telecommunications (UPT) | +878 |
Uruguay | +598 |
Uzbekistan | +998 |
Vanuatu | +678 |
Vatican City | +39, +379 |
Venezuela | +58 |
Vietnam | +84 |
Wake Island | +808 |
Wallis and Futuna Islands | +681 |
Yemen | +967 |
Zambia | +260 |
Zanzibar | +255 |
Zimbabwe | +263 |
At iiNet, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.
It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.
Our priority is to keep you connected, with disconnection being a measure of last resort.
Select one of the links below to jump to a query:
- What is financial hardship?
- What are my options?
- How can I get help?
- Communication of financial hardship arrangements
- Where can I get further help?
- If we cannot reach an agreed outcome, you can lodge a complaint.
- More information
What is financial hardship?
Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.
iiNet considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.
*a business that spends less than $40,000 annually with TPG Telecom and doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.
What are my options?
Some solutions we offer customers to stay connected include:
- Payment arrangements
- Applying restrictions on your services
- Moving you to a lower cost contract or plan (subject to your contract)
- Spend controls
- Payment moratorium
- Waiving fees or plan costs
- Manual payment
If your mobile handset is impacted by the 3G network closure and you are experiencing financial hardship, please contact us for assistance. A range of financial hardship assistance options are available to help you stay connected, including free or subsidised handsets. You can find further information about the 3G network closure and if your handset is affected here: https://help.iinet.net.au/3g-network-closure-faq
How can I get help?
To make an application or for any assistance, please contact us on 13 22 58 (8AM-8PM AET Mon-Fri) or via web form.
We’ll complete our assessment within 5 business days of receiving your application. You can call us to monitor your application on 13 22 58.
Depending on your circumstances, we may or may not require you to provide us with supporting documentation. Your privacy will remain our utmost concern, all information will be kept confidential and in accordance with the Privacy Act 1988 and TPG Telecom’s Privacy Policy.
Communication of financial hardship arrangements
If we agree to a financial hardship arrangement, we’ll contact you within 2 business days of completing our assessment. However, if we determine you are not eligible, we’ll inform you immediately.
You must contact us within 14 days if your circumstances change.
Where can I get further help?
The National Debt Helpline offers professional counsellors who can offer free and independent advice.
At iiNet, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.
We’ll also work with a family member, friend, power of attorney or legal guardian if nominated.
If we cannot reach an agreed outcome, you can lodge a complaint.
If you’d like to seek a review or lodge a complaint, you can contact us here.
Alternatively, you can make a complaint or contact the TIO for support and advice.
More information
For more information, please download our Financial Hardship Policy PDF.
If you're having trouble viewing any PDF files, you may need to install Adobe Reader on your computer, tablet or smartphone.
This information does not apply to Liimitless data services.
"Quota" is the amount of data you may use each month as a part of your internet plan. Whenever you use the internet (e.g. look at websites, upload or download files, watch videos) data traffic passes through your internet connection and is counted towards your monthly quota.
Data usage guide
As a general guide, 1GB of data usage will let you:
- Receive 1000 emails
- Surf the web for 20 hours
- Watch 5 four minute YouTube video clips
- Download 20 four minute music tracks
- Download 40 photos
Your usage of each service may vary. The guide above is based on the following assumptions: Email received at 100KB per email, web browsing at 30MB per hour, YouTube 4min video clip at 24MB per clip (standard 360p quality), music downloaded at 4MB per track, photo downloads at 2MB per photo.
How can I check my quota?
You can check your data usage in Toolbox.
Toolbox is the best way the check any of the following:
- If your broadband plan has anytime or peak/offpeak quota
- When the peak period is (if applicable)
- When the offpeak period is (if applicable)
- When your quota resets
- Which Data Packs are available if your service has been shaped
If you can't log in to Toolbox, please give our friendly Support team a call on 13 22 58. They can get you back on track and you can write down your Toolbox login details for future reference.
Peak/Offpeak vs. Anytime quota
If your plan has peak/offpeak quota, that means you have two separate quotas – one for a peak period and one for an offpeak period. These quotas are also shaped separately - if you use all of your Peak quota, your service will be shaped during the peak period but it will not be shaped during the offpeak period.
For this reason, you'll need to specifically buy a "Peak" Data Pack in Toolbox if you've used all of your Peak quota and want to get unshaped before your quota resets.
Plans with Anytime quota have a single quota that may be used at any time of the day or night.
Most of our current plans offer anytime quota. Plans with additional wholesale network requirements such as nbn Satellite include peak and offpeak quotas.
What happens if I exceed my quota?
If you exceed your quota on one of our current fixed-line broadband plans, you will not incur any excess data fees. Instead, the speed of your service will be "shaped" to a slower speed for both downloads and uploads.
This speed varies depending on your specific broadband plan. Common shaping speeds are 128kbps, 256kbps and 512kbps, although different shaping speeds may apply to other plans, particularly those on the latest nbn technologies.
Your internet speeds will return to normal when your quota resets. If you want to remove the shaping before your quota resets, you'll need to either buy a Data Pack or upgrade your plan through your Toolbox.
What happens to my quota if I change plans in the middle of a billing cycle?
Your quota does not reset if you change plans. Your current quota usage will be deducted from the total quota of your new plan.
You will receive the full quota for your new plan when you begin a new billing cycle.
Please note that only the following iiNet modems support PSTN Failover: TG-1 Broadband Gateway, Budii, Budii Lite, BoB2 & BoB Lite.
Select one of the links below to jump to a query:
- What is PSTN Failover?
- What you’ll need
- Select your modem:
- PSTN Failover on TG-1 Broadband Gateway
- PSTN Failover on Budii Lite or Budii
- PSTN Failover on BoB2 or BoB Lite
What is PSTN Failover?
"PSTN Failover" is a way of plugging in your modem and handset so it can make and receive both Home Phone (landline) and VoIP (Voice over Internet Protocol) calls.
- By default, outgoing calls will be made using your Netphone (VoIP) service.
- In the event that your broadband or VoIP service is down, outgoing calls will be made using your Home Phone service - if this is the case, before you dial a number you'll hear an alert through the handset speaker that Home Phone rates will apply to the call.
- You can force a call to be made using your Home Phone service instead of the VoIP service by dialling ** before the phone number.
To set up, all you need to do is to make sure the PHONE side of your line filter/splitter is connected to the special PSTN failover port on your modem. Please see the specific instructions we've prepared for our modems below.
What you’ll need
Before you get started, make sure you've followed your modem's setup guide to set up your VoIP service.
Hardware
- A modem that supports PSTN failover
- An additional phone handset to plug into your modem. Some modems may include a handset you can use (i.e. Budii, BoB2)
- A standard RJ11 phone cable
- An ADSL/ADSL2+ filter/splitter
Services
- An ADSL/ADSL2+ broadband service
- A Home Phone service
- A VoIP service
Select your modem:
TG-1 Broadband Gateway | |
BoB2 or BoB Lite |
PSTN Failover on TG-1 Broadband Gateway
- If you haven’t already done so, make sure your modem is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
- For PSTN failover to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the black PSTN port on the back of your modem.
- Plug a standard phone handset into the green Phone port on the back of the modem to finish.
PSTN Failover on Budii Lite or Budii
- If you haven’t already done so, make sure your Budii/Budii Lite is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
- For PSTN failover to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the green PSTN port on the back of Budii/Budii Lite.
- Budii: you can use your Budii handset to make and receive calls. Alternatively, you can plug a standard phone handset into the black Netphone port on the back of Budii.
Budii Lite: you’ll need to plug a standard phone handset into the black Netphone port on the back of Budii Lite.
PSTN Failover on BoB2 or BoB Lite
- If you haven’t already done so, make sure your BoB2/BoB Lite is plugged into the ADSL port of a line filter, and the line filter is plugged into your telephony wall socket.
- For PSTN fail over to work, there must be a standard RJ11 phone cable connected to the PHONE port on your line filter, and the black PSTN failover port on the side of BoB2/BoB Lite.
-
BoB2: you can use your BoB2 handset to make and receive calls. Alternatively, you can plug a standard phone handset into the green Phone port on the side of BoB2.
BoB Lite: you’ll need to plug a standard phone handset into the green Phone port on the side of BoB Lite.
- Confirm that you cannot browse to multiple websites, not just one. If you cannot browse to a single website but others work fine, see Unable to access a single website.
- Ensure your device is connected to your modem via Ethernet cable or WiFi.
- Confirm your modem is online, e.g. if your modem has an "Internet" light, it should be lit.
- Attempt to browse to your modem's default gateway by following this guide.
- If you can't browse to your modem's default gateway, see No Communication Between Modem and Device.
- Follow the steps in this guide to clear your browser cache.
- Attempt to view a website.
- Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
- Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow browsing.
- Follow this guide to ping the address "google.com".
- If the ping to google.com was successful, try resetting your browser.
- If the ping to google.com was not successful, try pinging "203.0.178.191" instead.
- If the ping to 203.0.178.191 was successful, then it’s likely that your computer or device has an incorrect DNS server in its connection settings. Try manually setting your DNS server to the iiNet DNS settings.
- If the ping to 203.0.178.191 was not successful, then it’s likely that there’s an issue with the TCP/IP settings in your computer. Try resetting your TCP/IP settings.
- Call us on 13 22 58 for further assistance.
This article will teach you how to reset your network adapter’s software to default. This process may also be known as a "winsock reset", or "comms reinstall".
This can solve some browsing issues, particularly if your default gateway address is shown as beginning with “169.254”.
Select one of the links below to jump to a query:
Winsock Reset in Windows 10
- Click the Search icon (magnifying glass) in the bottom left-hand corner of the screen and type "cmd" into the search bar.
- You'll see the Command Prompt app as the best match at the top of the list. Right-click on it and select Run as administrator. Depending on your computer settings, you may be asked to provide an administrator password before you can continue.
- A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh winsock reset” and then hit the Enter key on your keyboard.
- Wait for the Command Prompt to run through the reset. Once it’s complete, you’ll see the message “Winsock reset completed successfully”.
- Restart your computer to finish.
Winsock Reset in Windows 7
- Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
- Type “cmd” in the search bar at the bottom of the menu.
- Right-click on cmd in the search results for Programs, and select Run as administrator. Depending on your computer settings, you may be asked to provide an administrator password before you can continue.
- A black box with a flashing cursor will open; this is the Command Prompt. Type “netsh winsock reset” and then hit the Enter key on your keyboard.
- Wait for the Command Prompt to run through the reset. Once it’s complete, you’ll see the message “Winsock reset completed successfully”.
- Restart your computer to finish.
Airport reset in Mac OSX or macOS
Please note: Mac OSX and macOS don't have Winsock, so you won't be able to perform a Winsock reset. However, you may find the following steps useful:
- Click the Network icon in the top right-hand corner of your desktop.
- Select Turn Wi-Fi/Airport Off from the drop-down menu.
- Wait 1-2 minutes.
- Click the Network icon again and select Turn Wi-Fi/AirPort On.
- Wait for the Wi-Fi/Airport to restart and then reconnect to your default network before trying to view another website.
- Ensure that the infrared (IR) sensor on the front of your Fetch set top box is not obstructed.
- Press the Text... button on your remote.
- If no lights illuminate on the remote, the batteries are most likely dead. Replace the 2 x AA batteries.
- If the Fetch remote is working for your set top box but not your TV/DVD player, check that the Universal Codes have been set up correctly.
- Call us on 1300 701 006 for further assistance.
Select one of the links below to jump to a query:
- No power to Fetch box
- Hard Disk Drive (HDD) Health Test failed or HDD errors
- Hard Disk Drive (HDD) failed to mount
- Critical Hardware Fault error messages
- Fetch box is too hot
No power to Fetch box
- Ensure that your home is not experiencing a power outage.
- Check the fuse box at your premises for tripped circuit breakers.
- Ensure that all electrical outlets are turned on and all power cables and plugged in securely.
- If your Fetch box is plugged in via a power board or double adapter, plug it directly into an electrical outlet instead. If power returns to the Fetch box, the power board or double adaptor may be faulty.
- Try plugging your Fetch box into another electrical outlet. If the Fetch box gets power in a different electrical socket, the original electrical socket may be faulty.
- Call us on 1300 701 006 for further assistance.
Hard Disk Drive (HDD) Health Test failed or HDD errors
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "Your Fetch Box Hard Disk Drive is showing errors" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- After factory resetting, open the Fetch menu and select "Manage > Settings".
- Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
- Call us on 1300 701 006 for further assistance.
Hard Disk Drive (HDD) failed to mount
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Turn off the electrical outlet for your Fetch box and leave it off for at least one hour. This may allow the HDD to fully stop and return to normal behaviour.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Red > Green > Yellow > Blue. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will soft factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- After factory resetting, open the Fetch menu and select "Manage > Settings".
- Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
- Call us on 1300 701 006 for further assistance.
Critical Hardware Fault error messages
Note: When a Critical Hardware Fault occurs, the Fetch box will restart automatically within 30 minutes.
- Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
- Turn the outlet back on and wait for the box lights to settle.
- Attempt to view a Fetch channel and see if the "Critical Hardware Fault" message appears.
- Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
- Restart your Fetch box again.
- While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
- The Fetch box will factory reset and restart automatically - this may take several minutes.
- Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
- Call us on 1300 701 006 for further assistance.
Fetch box is too hot
Note: If the Fetch box's CPU starts to overheat (105°C), you'll see a "Fetch box is too hot" message. At 110°C, another message will appear with a countdown to automatic shut down.
- Ensure there's sufficient air flow (roughly 5cm) around the Fetch box to prevent overheating.
- Ensure that nothing is blocking the ventilation slots on the Fetch box.
- Fetch boxes should not be packed in with other electrical devices, nor exposed to direct sunlight or other sources of heat.
- Turn off the electrical outlet for your Fetch box and leave it off for at least 10 minutes to allow the CPU to cool.
- Turn the outlet back on and wait for the box lights to settle.
- If the box overheats regularly despite suitable ventilation and air flow, this may indicate a hardware fault.
- Call us on 1300 701 006 for further assistance.
- Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
- Run a speed test. If your result is lower than 3Mbps please call our Support Team on 13 22 58.
- If you see a “Bandwidth Low: Multiple Sources are attempting to use your internet bandwidth…” message, see Troubleshooting Fetch Bandwidth Low.
- Ensure your Fetch set top box is properly connected to your modem:
- WiFi and Wireless Bridge: See Improving WiFi signal strength.
- Ethernet cable: Confirm cable is plugged in securely and not damaged.
- Power Line Adapter: Plug units directly into an electrical socket instead of a power board or double adapter. - Attempt to view a Fetch channel and check for stuttering.
- Turn off the electrical outlets for both devices and leave them off for at least 60 seconds.
- Turn both outlets back on and wait for the box and modem lights to settle.
- Attempt to view a Fetch channel and check for stuttering.
- Call us on 1300 701 006 for further assistance.