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Occasional Contributor
Occasional Contributor

Optus fetch not tv signal

Hi,
Over night my Optus fetch box has stopped displaying any channel output on my tv (going through my amplifier)

I can see the Optus UI e.g the channel guide etc.

It has a wifi connection when I ran the wifi diagnostics test it was successful and other devices on my network have a connection.

The UI is displaying at a low resolution (480p) and does not load either the Optus streaming channels or free to air channels

I have fully powered of the device fully and back on and there has been no change.
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Moderator
Moderator

Re: Optus fetch not tv signal

Hi there @SENNA440, sorry to hear you're having some troubles with your Fetch TV set top box.


Try the troubleshooting guides on this page → https://www.optus.com.au/for-you/support/entertainment/fetch?id=2244 to see if they help fix your issue, in particular, the steps on this page → https://www.optus.com.au/for-you/support/answer?id=9823.


Are you able to perform a speed test and post the results here so that I can see whether your Internet speed is sufficient to run the Fetch TV service?



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Occasional Contributor
Occasional Contributor

Re: Optus fetch not tv signal

Yes my internet Speedtest on my phones on the same wifi network returns a speed of 45-50mbps.

This also does not explain why the free to air channels have stopped working though the Ariel in the meantime I have plugged the Ariel directly into my tv and the free to air channels on the tv itself are working fine
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Moderator
Moderator

Re: Optus fetch not tv signal

Ahh thanks for letting me know, @Senna440.  

If resetting the set top box and completing the troubleshooting steps bring no joy, you may have a faulty unit and would need to contact us to organise a replacement.

We recommend messaging us via the My Optus app: https://app.optus.com.au/msg-us?tags=OCAYCMSG.  Our messenger is available 24/7.

If for some reason you’re unable to use the My Optus app, please send a private message to the official Optus Facebook or Twitter page for further assistance.

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