Get help with Fetch

Follow these steps to set up Fetch:

1. Connect your Fetch box to your TV using the included HDMI cable
2. Connect your free-to-air antenna to your Fetch box if you want to watch free-to-air TV channels on Fetch
3. Plug the power cable into a wall socket
4. Connect Fetch to the internet using Wi-Fi or an ethernet cable.
    

Or watch a video on:

• How to set up your Fetch Mini
• How to set up your Fetch Mighty.
   

For more information, refer to Fetch Quick Start Guides.

If you're using a Telstra internet connection, your Fetch device should automatically activate and won't require an activation code.

If you’re activating Fetch for the first time and do need the code, check the SMS or email you received when you ordered Fetch. If you can’t find that, try checking your spam inbox.

You can also find the code in the My Telstra app. Under your Profile, select Account Activity. Look for the notification that includes your Fetch activation code.

If your Fetch box is already set up, you’ll find the code in the Fetch setup menu under Device info. Go to Manage > Setup > Options to see it.

To use your mobile or tablet like a remote control for your Fetch box, download the Fetch Mobi app from the Apple App Store or Google Play.

When you open the app, you'll be prompted to sign in using your Fetch ID / Activation Code and PIN.

You can register up to 3 mobile devices at any time and the number of devices you can watch on varies depending on what you are watching. 

For more information, refer to Fetch Mobi App Guide.

No. Fetch devices from other retailers can't be linked to your Telstra account or be linked to your Telstra Fetch device for multiroom. Devices must all be under the same account and household to work together.

Take a look at our current Fetch offers to see what channels and content are included.

Kayo, Binge and Foxtel Now are not available on Fetch.

You can change channel packs at any time. The minimum subscription term for each pack is one month.

There's no charge to change, but your subscription cost may change depending on which channel packs you subscribe to.

To add or remove a channel pack:

1. Within the menu, select Add More
2. Choose the channel pack and Subscribe or Unsubscribe
3. Enter your Parental PIN.

If Multiroom is cancelled:

• Any purchased content will only be available on the device it was purchased on
• Any recorded TV content will only be accessible on the device it was recorded on.

To restart a box that is working and responsive, press the power button on your remote and then press the blue button to restart.

If your box is non-responsive to the remote, turn the power off at the wall, then power on again to restart the box.

Fetch Mini doesn't have the ability to record content. However, you can pause a TV program you're watching. If you leave the channel paused, it will automatically go back to playing live after 15 minutes.

You can also use the reverse EPG to watch shows you’ve missed. Open the TV Guide and press the left arrow on your remote to move to the left of the channel logos. Programs available to re-watch have a play icon.

The Fetch Mighty can record up to six channels whilst you watch a seventh. Each of the three recording tuners can record two free-to-air channels from the same channel family at the same time.

It can also pause and rewind TV. When you start watching a channel, the Fetch Mighty automatically stores the channel for up to 3 hours. You can use your Fetch remote to pause, rewind and fast-forward as much as you like within this time, as long as you stay on the same channel. You can see the Pause Live TV ‘buffer’ as a progress bar below the program information.

To find your bought or rented content:

1. Within the menu select My Purchases and Rentals
2. Select My Stuff.

You would have set your PIN up when you first activated your box.

To change your PIN:

1. Go to the settings
2. Select User Preferences
3. Choose PIN Change.
   
   

If you have forgotten your PIN, sign-in to My Telstra and go to Services. Select your Fetch service and choose the option to reset your PIN. 

If you encounter any further issues, please message us.

Your Fetch subscription includes three months access to Ultimate Pack and Movie Box. You don't need to do anything to activate them, they're automatically available when the Fetch device is connected.

At the end of your first three months, you’ll need to subscribe to retain access. To subscribe: 

1. Within the menu, select Add More
2. Choose the channel pack and Subscribe
3. Enter your Parental PIN.
    

To access the channels, go to the Guide.

To access Movie Box, go to Movies and then Movie Box in the menu, or to CH100 in the Guide.

Make sure your cables are all plugged in correctly and the Fetch box has power and internet. Refer to the Fetch Quick Start Guide if you need help checking your setup.

Check that the power supply unit is correctly connected, and there is power available at the wall power point.

Check that the AV/HDMI connection is secure and the TV is set to the right AV input source (such as HDMI1 or HDMI2). After re-checking the cabling, turn your Fetch box off and then on again.

Check your remote is paired by pressing any button on the remote. The light at the top of the remote should flash green on each button press. In Infrared mode, the light will flash red on each button press. If it doesn't, check the batteries.

When you press any remote button, the left-hand light on your Fetch box should flash blue. If it doesn't, your remote isn’t communicating with the box.

To reset and re-pair the remote:

1. Point your remote at your Fetch box. Press and hold the 'Red' and 'Left Arrow' buttons on the remote until the light on the remote flashes red and green
2. You'll see a pairing prompt on screen and a confirmation once the remote is paired.
    

For more information, refer to the Fetch User Guide for you remote.

Firstly, check the antenna is connected firmly to the back of the Fetch box and to the socket in the wall.

Then restart the Fetch box by pressing the power off button on your Fetch remote, followed by the Blue button.

If you are still experiencing issues, start a channel scan by:

1. Going to the settings area of the menu
2. Select Channels
3. Choose Channel Scan and select Start Channel Scan.

Firstly, restart your Fetch box to confirm that there are no contributing hardware faults. Ensure the antenna cable is correctly connected and the network connection is working.

Check if EPG times/programming are incorrect across multiple channels or just one channel. Restart the Fetch box by pressing the power off button on your Fetch remote, followed by the blue button.

If across multiple channels, or restarting has not resolved the issue, it’s possible that the location you have registered for your Fetch service is not correct.

To check or update the location of your Fetch service, sign-in to My Telstra and go to Services. Select your Fetch service and then follow the prompts to update your location.

If you still having issues, please message us.