Hi @Jondavidson, thanks for reaching out to us here and really sorry with the issue you've had.
Fetch PIN is something that can be set or changed only by the user from their remote. By default fetch PIN should be 0000(Zeros). If this doesn't work you can reset your device and that will change the PIN to 0000.
To reset your device, you can follow these instructions → https://www.optus.com.au/support/answer?id=9826
Sorry for the hassle again @Jondavidson.
Please follow these steps for device reset:
To perform a soft reset on you Fetch box:
Performing a hard reset or factory reset on your Fetch box will clear all settings and remove any recordings you currently have on your Fetch box.