Select one of the links below to jump to a query:

1. Ensure that the infrared (IR) sensor on the front of your Fetch set top box is not obstructed.
2. Press the Text... button on your remote.
3. If no lights illuminate on the remote, the batteries are most likely dead. Replace the 2 x AA batteries.
4. 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.
5. Call us on 1300 701 006 for further assistance.

Select one of the links below to jump to a query:

1. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
2. Run a speed test. If your result is lower than 3Mbps please call our Support Team on 13 22 58.
3. If you see a “Bandwidth Low: Multiple Sources are attempting to use your internet bandwidth…” message, see Troubleshooting Fetch Bandwidth Low.
4. 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.
5. Attempt to view a Fetch channel and check for stuttering.
6. Turn off the electrical outlets for both devices and leave them off for at least 60 seconds.
7. Turn both outlets back on and wait for the box and modem lights to settle.
8. Attempt to view a Fetch channel and check for stuttering.
9. Call us on 1300 701 006 for further assistance.

1. Ensure that your TV antenna is connected correctly to your set top box.
2. Ensure cables are plugged in securely and undamaged.
3. Attempt to view a Free to Air channel.
4. Open the Fetch menu and select the Gear icon, then select Channels.
5. Select Full Channel Scan. You may need to enter your Parental PIN before you can proceed (the default PIN is 0000).
6. Attempt to view a Free to Air channel.
7. Unplug your antenna cable from the Fetch box and connect it directly to your TV.
8. Perform a channel scan on your TV (not through the Fetch set top box). If you're not sure how to do this, please check the user guide or the TV manufacturer's website for support information.
9. Attempt to view a Free to Air channel through your TV. If you can’t, your TV antenna may need to be repaired, particularly if severe weather has caused damage to your roof.
10. Call us on 1300 701 006 for further assistance.

1. Visit our Network Status page to see if any known issues in your area are affecting your internet connection.
2. Ensure that your internet connection is online. Fetch requires working internet to operate.
3. If you see a "Please subscribe" message when you try to view a premium channel, you or another member of your household may have unsubscribed from the relevant channel pack. You can manage your subscriptions through the set top box menu by selecting Add More.
4. Open the Fetch menu. You should see a "No Internet Connection" message. If you do not see this message but you can't view Fetch premium channels, please call us on 1300 701 006 for assistance.
5. Ensure your Fetch set top box is properly connected to your modem
   
   - WiFi: Confirm WiFi password is correct and your modem's WiFi is enabled.
   - Ethernet cable: Confirm cable is plugged in securely and not damaged.
   - Power Line Adapter: Confirm units are plugged directly into an electrical socket instead of a power board or double adapter.
   - Wireless Bridge: Confirm units are paired successfully.
6. Attempt to view a Fetch channel.
7. Turn off the electrical outlets for both devices and leave them off for at least 60 seconds.
8. Turn both outlets back on and wait for the box and modem lights to settle.
9. Attempt to view a Fetch channel.
10. Call us on 1300 701 006 for further assistance.

Appendix - Modem compatibility

Your modem must support IPTV in order for Fetch to work. If you have a third party modem, please visit the manufacturer's website for information about its features.

1. Use the Menu button on your Fetch remote to open the menu on your connected TV screen.
2. Use the arrow and paw icon (Select) buttons on your Fetch remote to select Add More.
3. A list of all available channel packs and their current subscription status will be shown. Use the arrow buttons on your Fetch remote to navigate the list.
4. Use the green button on your Fetch remote to subscribe or unsubscribe from the selected channel pack.

If you aren't able to view included channels after subscribing to a channel pack, please restart your Fetch set top box.

For more information about using your Fetch service, see the User Guides on the Fetch website.

Note for Multiroom users: You don't need to purchase additional subscriptions on all of your Multiroom set top boxes. Your subscriptions and purchased content will be shared across all set top boxes automatically, provided that Multiroom has been set up correctly. For more information, see the Multiroom User Guide on the Fetch website.

Note for legacy Entertainment Pack subscribers: If you choose to unsubscribe from the legacy Entertainment Pack, you will not be able to subscribe again in the future as the pack is no longer available for new subscriptions.

Please note that iiNet Wireless Bridges are no longer sold as of 16 August 2017.

Before you get started

• Both units must be placed upright.
• Ideally, both units should be placed at least 1 to 2 metres above the ground, away from major obstacles and large metal items and with as few walls as possible between them.
• Do not place the units on a metal surface or in an enclosure (e.g. cupboards) as this will cause interference with the WiFi signal.
• Do not connect both units to the same router at the same time. There is no reason to do this, but if it is done, you'll need to restart all of your equipment.

Set up Wireless Bridge

1. Check the stickers on the bottom of your Wireless Bridge units. One will say AP, and the other will say Client.
   
2. The AP Wireless Bridge must connect to your modem. The Client Wireless Bridge must connect to your device (e.g. set top box).
3. Plug one end of an Ethernet cable into the LAN port on the back of the AP Wireless Bridge.
   
4. Plug the other end into an available LAN port on your modem.
5. Plug the AP Wireless Bridge unit into an electrical outlet using one of the supplied power cables.
6. Plug one end of an Ethernet cable into the LAN port on the back of the Client Wireless Bridge.
7. Plug the other end into the Ethernet port on the back the device. If you’re not sure which port this is, please consult the device’s user manual.
8. Plug the Client Wireless Bridge unit into an electrical outlet using one of the supplied power cables.
9. When both Wireless Bridges have power and a connection between them, the Power and Wireless lights will be lit on both units.
   
10. If the Wireless light is not lit, you may need to pair your bridges by following the instructions below.

Manually Pairing Wireless Bridges

1. Check the stickers on the bottom of your Wireless Bridge units. One will say AP, and the other will say Client.
   
2. Plug one end of an Ethernet cable into the LAN port on the back of the AP Wireless Bridge.
   
3. Plug the other end into an available LAN port on your modem.
4. Connect the AP Wireless Bridge to an electrical outlet using one of the supplied power cables.
5. Connect the Client Wireless Bridge to an electrical outlet using one of the supplied power cables and place it within 1 metre of the AP unit.
6. When both Wireless Bridges have power, the Power light will illuminate.
7. Press and hold the WPS Button on the front of the AP Wireless Bridge for 5 seconds.
   
8. The WPS light will blink. This means that the unit is in Search Mode. Search Mode lasts for 2 minutes.
   
9. Press and hold the WPS Button on the front of the Client Wireless Bridge for 5 seconds.
10. The WPS light will blink. When both units have blinking WPS lights, they will search for each other and attempt to make a connection.
11. When both Wireless Bridges are connected to each other, the Wireless lights will be lit on both units.

1. You must have a TV aerial connected to your Fetch set top box in order to view Free to Air channels and channel scan via the Fetch box.
2. Open the Fetch menu and select the Gear icon.
3. Select Channels.
4. Select Full Channel Scan to scan for all available Free to Air channels. You may need to enter your Parental PIN before you can proceed (the default parental PIN is 0000).
5. When the scan completes, you can attempt to view the available Free to Air channels. They'll also be visible in your Electronic Program Guide (EPG).

The remote does not need any additional programming if you only want to use it for your Fetch service.

Remote diagram

Universal Codes

By using the Universal Codes for your TV and/or DVD player, it’s possible to use your Fetch remote to control your TV and/or DVD player as well.

Programming Universal Codes into your remote

1. Open the set top box menu and select the Gear icon > Remote Control > Remote set up and then follow the instructions on-screen.
   Alternatively, follow the steps below.
2. Find the right Universal Code from the lists below. There may be more than one code listed for a particular brand – if this is the case, you’ll need to try each one until it works.

   - Universal codes for TVs
   - Universal codes for DVD players
   - Satellite: Bush - 1261

3. Hold down the Back and Exit buttons on your remote for 3 seconds. The remote will flash twice and the backlights will illuminate.
4. Using the number keys on your remote, enter the 4-digit Universal code for your TV or DVD player:
   - If the code is valid, the remote will flash twice.
   - If the code is invalid, the remote will flash only once.
5. Press the 123... button on your remote to turn the number keys off, then press the remote's Power button to turn your TV off and back on.
6. If this didn't work, try again using the next code listed for your TV brand. Once you can use your Fetch remote to control your TV or DVD player, you're all done!