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Help and support
Got any issues, problems
or head-scratchers?
We reckon you've been able to install your service
without any hitches. But if you need a little extra
help, have a read through our FAQs below or visit
optus.com.au/fetch/userguide
If you still need a hand, feel free to give our
Technical Support Team a call on 1300 760 013.
Please check that your internet connection is
working and that everything is connected correctly
before calling.
What if I have no picture on my TV?
Check that the TV is set to the correct input and
mode (Step 5) and that all cables are connected
securely. Alternatively, try connecting using
different cables if you have spares handy at home.
What if I have no internet connection?
Check your modem is working by testing
a website on your computer or other device that
connects to your internet at home and also check
the Ethernet Cable is securely connected.
If you're connecting using WiFi make sure your
Fetch box is within range of your WiFi network.
If using a pair of Powerline Adaptors, check
they're installed correctly. Refer to your Powerline
Adaptors Quick Install Guide or access it from
optus.com.au/fetch/plcinstall
My Remote Control isn't responding. What can I do?
Make sure you're using it within 6 metres of your
Fetch box as it won't work beyond that. You can
also try changing the batteries in the remote.
Why have the channels not scanned?
Double check that one end of your Antenna
Cable is plugged into the 'ANTENNA' port on
your Fetch box and the other end into the wall.
Then run another full channel scan by going
to 'MENU' then to 'MANAGE', 'SETTINGS',
'CHANNELS' then to 'FULL CHANNEL SCAN'.
What happens if my Fetch box freezes?
Reboot it by turning the power off and on again
(this may require turning the power off at the
power point or unplugging the Power Cable from
the box). You'll need to wait 30 seconds before
turning the power back on.
DO NOT TURN THE POWER OFF WHILE
YOUR FETCH BOX IS GOING THROUGH THE
SET-UP PROCESS.
What if I don't have a spare Ethernet port
on my modem?
You'll need to unplug an existing device from your
modem to free up a port so you can plug-in the
Ethernet Cable for your Fetch box.
And if I can't find my activation code?
No problem. Visit optus.com.au/activationcode
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