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Sando04
Occasional Contributor
Occasional Contributor

Fetch streaming issue

We have just got 5G in the house ( much better than NBN) but the new fetch box that you have to get I keep getting the streaming issue message in the top right corner. I thought it may have the distance from the modem but I have moved the fetch closer (from 10metres to 3metres ) and the same message issue occurs and with no vision of shows. I have done all the soft and hard resets. The fetch is telling me that wifi is good but I still can’t see any streamed shows. Help?????
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9 Replies
Sarah_YC
Moderator
Moderator

Re: Fetch streaming issue

Hi @Sando04,

I'm sorry to hear you're experiencing some issues with your Fetch service.

We'd recommend checking our support page on Troubleshooting Fetch streaming/download issues.

If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

AndS
Super Contributor
Super Contributor

Re: Fetch streaming issue

@Sando04 I would do some wifi speed tests from your phone using 5G modem when you see the problem so you can see if the issue is a speed or a connectivity issue.
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Sando04
Occasional Contributor
Occasional Contributor

Re: Fetch streaming issue

Speed is not the issue. Loving the 5G.
It appears connectivity
Sando04
Occasional Contributor
Occasional Contributor

Re: Fetch streaming issue

Hi yet done all of the above and still nothing.
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Sarah_YC
Moderator
Moderator

Re: Fetch streaming issue

I'm sorry to hear that, @Sando04.

Could you confirm if you've had a chance to chat with our Team of Experts via the My Optus App?

If for some reason you’re unable to, if you have a social media account, please then send a private message to Optus on Facebook or a direct message on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

Sando04
Occasional Contributor
Occasional Contributor

Re: Fetch streaming issue

Someone has rung me from some Optus Fetch team and advise to get a wifi extender. But as today shows when I move the box to right next to the 5G modem it’s not streaming therefore there is no connectivity.
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YetAnotherAcc
Respected Contributor
Respected Contributor

Re: Fetch streaming issue

Redo/check the network settings on the fetch box. Seems like the fetch box might not have a proper IP address or it has an incorrect gateway IP address.
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Casey_YC
Moderator
Moderator

Re: Fetch streaming issue

Thanks for doing some further troubleshooting @Sando04.


As the given troubleshooting links haven't provided any improvement, we would suggest reaching out to the Social Media team if possible. This can be done as @Sarah_YC mentioned above -  by sending a PM to Optus on Facebook or a DM on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app. 


The reason we suggest this, is because further assistance requires more account based information - which we are unable to gather via this platform. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

petergdownload
Honoured Contributor
Honoured Contributor

Re: Fetch streaming issue

So not much better than the NBN then?

When you say shows are you talking about FTA TV (i.e. ABC, Channel 9 etc.)? These have nothing to do with the modem and are broadcast separately (you need an aerial)

If you're talking streaming Netflix then try plugging the Fetch box into a wired connection as a first test.