Before you select a category below for troubleshooting information, make sure you have signed up for an Optus Sport account first and have logged in with your registered username and password. You'll need to do this before you can start watching a match.

Select a Category

Select a Type

Fetch TV

Step 1: Check if you can view the Optus Sport channel
  • If you can’t view the Optus Sport channel but already have an active Optus Sport account, try turning your Yes TV box off and waiting a few seconds and then turning it back on
  • If you’re still unable to view the channel, next check that it hasn’t been accidentally ‘hidden’ from the channel preferences that are located in the Menu settings. Go to 'Main Menu' > 'Manage' >  'Settings' > 'Channels'. Within the channels settings screen, check for a tick in the 'Hide' column next to each channel. Untick channels you want to see in the EPG again, save and return to the EPG to view
Step 2: Check if you can view other paid-for channels
  • If you have other TV channels added to your service (like the Entertainment Pack for example) check to see whether you're able to view these channels, if not move on to Step 4
Step 3: Check the lights on the front of your box
  • If you’re connected to the internet, the light on the front of your box will be blue
  • If there are any red lights showing then click here for help on connecting your Fetch box
Step 4: Try Alternate Viewing Methods
  • For more info on how you can enjoy the match using alternate viewing methods click here
  • If you're still unable to resolve your Optus Sport viewing issues, you can log a fault by clicking here

Note: If using a smartphone or tablet, you can also log a case via the Help and Support section of the Optus Sport App once you are logged in to your account.

Apple TV

Step 1: Troubleshoot Your Apple TV

If you are using a Generation 4 Apple TV, make sure you are logged in to your Optus Sport account, using the username and password that you used to register for Optus Sport. You’ll need to do this before you can start watching the matches. All other Apple TV devices will need to use Airplay to watch the matches.

  • If you’re experiencing any software issues with your Apple TV, please check out the troubleshooting steps on the official Apple site
  • If you’re having trouble setting up or using Airplay to watch Optus Sport please head here for further support 

Back to Top

Step 2: Check Internet Connectivity

Back to Top

Step 3: Check Optus Sport App
  • If using a Generation 4 Apple TV, try uninstalling and then re-installing the Optus Sport App
  • Next, check for firmware updates for your Apple TV via Settings > System > Software Updates

Back to Top

Step 4: Try Alternate Viewing Methods
  • For more info on how you can enjoy the match using alternate viewing methods click here.
  • If you're still unable to resolve your Optus Sport viewing issues, you can log a fault by clicking here.

Note: If using a smartphone or tablet, you can also log a case via the Help and Support section of the Optus Sport App once you are logged in to your account.

Back to Top

Satellite

If your set-top box isn’t working as it should, here are some tips that should help.

You can also get the full instructions by downloading the Satellite user guide:

PROBLEM

WHAT TO CHECK

The picture from my Satellite STB doesn’t appear on my TV

  • Is your STB switched on?
  • Is your TV set to the correct input for the STB?
  • Are the cables between your STB and TV connected correctly?
  • Have you tried switching your STB off and back on?
  • Do you have any other device connected between your STB and TV, and that device is working properly? Such as HDMI extender, HDMI multi-switcher

The picture from my Satellite STB is saying “Searching For Signal

  • Is your STB connected to the satellite dish?
  • Is the satellite dish covered with snow or heavy rain outside?
  • If you have checked your installation and the problem remains, please contact Optus support. Please refer to the front of the set-top box
  • Have you changed any signal installation setups? The default parameters should be:
    • Frequency: 12567MHz
    • Symbol Rate: 30000
    • Polarity: Vertical
    • Modulation: 8PSK

Only time is being displayed on the Satellite STB front panel

Gen 1 STB: The STB is in standby mode.

  • Press the Standby button on the front panel or remote control

Gen 2 STB: The STB is in standby mode.

  • Press the Standby button on the right hand side of STB or remote control
My recording failed to record
  • Were there conflicting recordings with a higher priority scheduled at the same time
  • Check your time based record settings

My Satellite STB is not responding to the remote control

  • Have you tried new batteries?
  • Have you pressed the STB button on the remote?
  • Are you using the remote within six metres of the STB?
  • Are there any objects between the remote and the STB?
  • For Gen 2 STB: Do you have more than one Gen2 STB?
    • If yes, check the top left of your remote if the light is flashing Green when a key pressed, it means your remote is paired to a STB in RF4CE mode. Then you can’t use this remote control for any other STB that is not paired to.
    • To de-pair remote and STB manually, hold the Pause and Blue keys for 5 seconds, and the light should flash red when a key pressed (IR mode now)
I have an error message on my screen
  • Refer to "On Screen Error Messages" section of this page for help
Hard drive cannot connect

Gen 1 STB:

  • Check that power is connected to the hard drive, and the power switch is turned on (if applicable)
  • Check that the USB cable is connected from the hard drive to the USB port at the rear of the set-top box properly.

Gen1 STB:

  • All Western Digital Drives are not compatible
  • External HDD or USB is not applicable at this stage, but will become available soon 
Hard drive is full

There is no more space on the hard drive for new recordings, you will need to delete some recordings or insert a new hard drive.

To delete recorded programs:

  • Press the PVR button
  • Press OK on the Playlist icon to launch the playlist
  • Scroll to a program you wish to delete
  • Press the red button to delete, and then OK to confirm

Gen 1: Hard drive space only says 1TB when I have connected a 2TB drive

The PVR Ready extension supports a maximum of hard drive capacity of 1TB (1000GB). If your hard drive has a larger capacity, the PVR will only use 1TB.

Time based recording wont schedule because of wrong values

Please check that the date you have entered is in YYYY-MM-DD format, and the time/duration is in the HH:MM format.

Please check that the date and time are not in the past.

The maximum recording duration for time based recordings is 24 hours, please ensure that the duration is shorter than “24:00"

On screen error messages

On Screen Error Message

Condition / Explanation

"The Smartcard is invalid for this country or network. Please contact your nearest contact centre for assistance.”

An invalid smart card has been inserted. Contact Optus Support.

“The smartcard is either invalid or has been inserted upside down.”

Displayed if an invalid smart card is inserted or if the card is incorrectly inserted. Ensure the card is inserted with the contacts towards the set-top box and on the underside.

"The smart card is either faulty or has been inserted upside down. If it is faulty, please take it to your nearest contact centre.”

"Invalid Smart Card”
"Please insert the smart card”

Displayed if there is no smart card inserted and the viewer is attempting to watch encrypted services.

Check the smartcard is inserted correctly.

"This channel will be activated in a few seconds, please wait...this message still appears after 2 minutes, please contact your nearest contact centre for assistance."

Normally displayed after a card activation.

"The incorrect programme was broadcast. Please wait while we resolve the problem...”

Broadcast error. If the error does not resolve itself, please perform a satellite re-scan. See set top box satellite rescan (bottom of the page)

"The decoder is checking the Smartcard and current viewing status. Please wait…”

The set-top box is checking the smart card and the current viewing status. Audio and video should start soon after this message or another message will be displayed if there is a problem.

"Checking the subscription status..."

If this message still appears after 2 minutes, please contact your nearest contact centre for assistance.

"Service is currently scrambled”

The service being viewed is scrambled and the viewer is not authorized to view this service.

Contact Optus Support.

"The Smartcard is not enabled for this channel. It may be that your account has been suspended. Please contact your nearest contact centre for assistance.”

"Your account has been suspended. Please contact your nearest contact centre for assistance.”

"The LNB has shorted. Please check all LNB connections or call an accredited installer for assistance.”

The set-top box has detected a fault condition in the installation and protected the set-top box from further damage by switching off the power to drive the LNB.

Contact Optus Support.

"There is a Smartcard marriage conflict. Please contact your nearest contact centre for assistance.”

There is a conflict with the smart card/set-top box combination.

Contact Optus Support.

"The channel number you selected is no longer available.”

This error could be caused by a change in the channel line-up. Please perform a satellite re-scan. See Set-top box satellite rescan instructions at the bottom of the page.

"The channel you selected does not exist / or is not in the current viewing environment.”

"There is an error tuning to this channel. Please rescan the decoder. If this does not solve the problem, please contact your nearest contact centre for assistance”

"There is an error receiving data for this channel. Please reboot the decoder. If this does not resolve the error, rescan the decoder. If the problem persists, please contact your nearest contact centre for assistance."

"Service is reserved for future use”

This service does not contain any audio or video at the moment.

"This channel is closed. Press i or check the 8-day TV Guide to find out when it will open.”

"Event is PG Blocked"

Viewer has set a PG setting to prevent viewing without a PIN. Press OK on the i-plate and enter the PG pin to unblock the program.

"No PG status is available. Please enter the PG PIN to view this programme. For further assistance, please contact your nearest contact centre.”

"No services found. Please rescan."

Viewer must enter the menu system and perform a satellite re-scan. See Set-top box satellite rescan instructions at the bottom of the page.

"There is no signal. This may be due to bad weather or a faulty connection in the installation."

Viewer needs to verify installation of dish, lnb and cabling or wait for storm condition to pass.


Restoring factory defaults

Resetting to factory defaults can be useful if you have changed some settings and lost some functions. Resetting will restore the set-top box back to its original configuration and you will lose all personalized settings.


Ethernet

Ethernet functionality is planned for future support. New user manuals will be available on when this feature is available.


Smart card

The smart card is paired to this set-top box which means that the smart card provided with your set-top box cannot be used in any other set-top box. Similarly, you will not be able to use any other card in your set-top box.


Reset button

Gen 1 STB: There is a reset button on the front panel which can be used to reset your set-top box in the case of a video freeze for example. The set-top box will reboot after a few seconds and display “boot” on the front panel while it starts up.

Gen 2 STB: Hold the standby key for 5 seconds, on the right hand side of STB.


Set-top box satellite rescan

Some set-top box issues can easily be resolved with a satellite re-scan. A satellite re-scan will make the set-top box search for all services available.

Gen 1 STB: The satellite re-scan option can be found by navigating to:

  • Advanced options
  • Installation Setup
  • Press OK on Satellite Rescan to re-scan the set top box

Gen 2 STB: The satellite re-scan option can be found by navigating to:

  • Settings
  • Installation (PIN: 1234)
  • Dish Installation
  • Press OK on Start Scan

Chromecast

Troubleshooting steps for setting up or using Chromecast to watch Optus Sport can be found on the official Google site

Web

Step 1: Check your Video / Web Player is correctly configured
  • If your video player is not loading, please check whether Silverlight is installed for Chrome or Microsoft

Back to Top

Step 2: Check your Internet connectivity

Back to Top

Step 3: Check Internet Browser

Watching Optus Sport works well on a Chrome or Firefox browser.

If  your video is skipping, the match just won't play or you’re receiving playback errors, try following the steps to resolve these issues:

  • Step 1: Clear your web browser’s cache and browsing history
  • Step 2: Restart the web browser by closing, waiting a few seconds and then re-opening it
  • Step 3: Restart your computer and then try opening the Optus Sport webpage in your browser
  • Step 4: Check your internet connection via a speed test. If you're experiencing slow speeds then please see our relevent troubleshooting guides:
    Slow Speeds: DSL Internet Troubleshooting
    Slow Speeds / Dropouts: NBN Internet Troubleshooting
    Slow Speeds: Cable Internet Troubleshooting

    To avoid slow internet speeds, please be aware that:
    • File-sharing programs (like BitTorrent and uTorrent) often use a lot of bandwidth
    • Having lots of programs open at once (including anti-virus software) can affect internet speed so please close down all programs when troubleshooting
  • Step 5: Try an alternative web browser
  • Step 6: What to do if you’re receiving an error message:
    • If you’re receiving an error message when trying to watch a match, visit our error message page for more information on how to fix it
  • Step 7: Check that your web browser and computer's operating system software is up-to-date
  • Step 8: Re-install the web browser then try re-opening the Optus Sport webpage

 

Back to Top

Step 4: Try Alternate Viewing Methods

For more info on how you can enjoy the match using alternate viewing methods click here.

If you're still unable to resolve your Optus Sport viewing issues, you can log a fault by clicking here.

Back to Top

Apple Device

Step 1: Troubleshoot Your iPhone Device

The viewing experience on your device may be impacted if there’s limited signal on the mobile network. If you experience poor-quality video playback, no audio or you simply cannot open the Optus Sport App, we recommend following the troubleshooting steps below:

Step 1: Uninstall the Optus Sport App from your device

Step 2: Restart your device

Step 3: Re-install the Optus Sports App , then log in and try watching the match again

Step 4: Check Mobile Coverage

  • To watch the match, you need to be in an area with adequate mobile coverage. If not you may need to connect your phone or tablet to the internet via WiFi

Where your Optus broadband internet service is subject to bandwidth restriction or throttling due to your non-Optus Sport service related general data usage, your use of Optus Sport through that broadband internet service will be affected by that restriction or throttling and the quality of your Optus Sport viewing experience may be impacted.

For more information on checking your broadband usage, click here

Step 5: Check Optus Sport App is operating correctly

  • Click here to find more information on how to get the best Optus Sport viewing experience
  • Check that you’re running the latest version of the Optus Sport App
  • Check that your device's software is up to date – the Optus Sport App works on iOS software that is 8.0 and above. 
  • Check your internet connection via a speed test app if you have one installed. If you find you’re experiencing slow 3G/4G speeds it is recommended you connect to a WiFi network instead. If your fixed internet connection is not with Optus on an eligible plan, your service provider’s normal, data charges will apply.
  • We also have further information available if you're seeing a specific error code appear when trying to watch the match 

Back to Top

Step 2: Try Alternate Viewing Methods
  • For more info on how you can enjoy the match using alternate viewing methods click here.
  • If you're still unable to resolve your Optus Sport viewing issues, you can log a fault by clicking here

Note: If using a smartphone or tablet, you can also log a case via the Help and Support section of the Optus Sport App once you are logged in to your account.

Back to Top

Android Device

Step 1: Troubleshoot Your Android Device

The viewing experience on your device may be impacted if there’s limited signal on the mobile network. If you experience poor-quality video playback, no audio or you simply cannot open the Optus Sport App, we recommend following the troubleshooting steps below:

Step 1: Uninstall the Optus Sport App from your device

Step 2: Restart your device

Step 3: Re-install the Optus Sport App, then log in and try watching the match again

Step 4: Check:

  • To watch the match, you need to be in an area with adequate mobile coverage. If not, you may need to connect your phone or tablet to the internet via WiFi

Where your Optus broadband internet service is subject to bandwidth restriction or throttling due to your non-Optus Sport service related general data usage, your use of Optus Sport through that broadband internet service will be affected by that restriction or throttling and the quality of your Optus Sport viewing experience may be impacted.

For more information on checking your broadband usage, click here

Step 5: Check Optus Sport App is operating correctly

  • Click here to find more information on how to get the best Optus Sport viewing experience
  • Check that you’re running the latest version of the Optus Sport App
  • Check that your device's software is up to date – the Optus Sport App works on Android software that is 4.4 and above. For more information about Android software updates click here
  • Check your internet connection via a speed test app if you have one installed. If you find you’re experiencing slow 3G/4G speeds it is recommended you connect to a WiFi network instead. If your fixed internet connection is not with Optus on an eligible plan, your service provider's normal data charges will apply
  • We also have further information available if you're seeing a specific error message appear when trying to watch the content  

Back to Top

Step 2: Try Alternate Viewing Methods
  • For more info on how you can enjoy the match using alternate viewing methods click here.
  • If you're still unable to resolve your Optus Sport viewing issues, you can log a fault by clicking here.

Note: If using a smartphone or tablet, you can also log a case via the Help and Support section of the Optus Sport App once you are logged in to your account.

Back to Top