Troubleshooting Fetch streaming/download issues

Here are some steps to try if you are experiencing issues streaming or downloading Fetch content such as premium channels, catch up TV or TV / Movie Store content.

Before you start:

See this article if you are experiencing issues with both streaming and Free-to-Air channels
If the streaming problem is limited to a single channel, it may be that the content provider is experiencing transmission problems. Check the channel later

Step 1: Reset your stream

Step 2: Reduce simultaneous Internet usage

Step 3: Reboot your modem and Fetch box

Step 4: Test your Home Internet speed

Using a computer or other device connected to your home Internet, test your Internet speed at www.speedtest.net.

The Download speed must be at least 3.5Mbps to support a standard definition stream on Fetch. It will need to be higher to support additional Internet activity or additional Fetch Multiroom streams (learn more here).

If your Internet is slower than normal, try the troubleshooting steps on the page below:

Slow Speeds / Dropouts: nbn® Internet Troubleshooting

Step 5: Check the Fetch box connection to the modem

How is your Fetch box connected to your modem?

WiFi
1. If possible, try connecting your Fetch box directly to your modem using an Ethernet cable (consult your Fetch box’s Quick Start Guide for instructions).This option will provide a better quality connection than WiFi
2. If WiFi is still your preferred option, follow our steps for optimising your WiFi and then retest your Fetch picture quality
Ethernet
1. Check that the Ethernet cable is in good condition and is securely plugged in to your Fetch box and modem
2. If you have a spare Ethernet cable, replace the current cable with your spare. This will help you identify whether the cable is the problem or not