Fetch Troubleshoot Hardware issues

This article will guide you through the troubleshooting for problems with your Fetch box, including no power, Hard Disk Drive (HDD) Health Test failed, HDD errors, HDD failed to mount, Critical Hardware Fault error messages and the "Your Fetch box is hot/too hot" message.

These guides are suitable for Generation 3 (Mini and Mighty) set top boxes.

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Troubleshooting Fetch Bandwidth Low message on screen

This article will guide you through the troubleshooting to do if you see the Bandwidth Low error message on your Fetch service. This guide is suitable for both Generation 2 and Generation 3 (Mini and Mighty) set top boxes.

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  • Image freezes and pauses when watching a streamed TV channel.
  • Message: “Bandwidth Low: Multiple Sources are attempting to use your internet bandwidth…” appears on-screen (example below).

 

How to run a ping and traceroute using PingPlotter

This article will show you how to how to run a combination ping test and traceroute using PingPlotter 5 Free, a third-party application available on Windows, macOS and iOS. If you have an Android OS smartphone or tablet device, you'll need to run this test using a desktop computer with Windows or macOS.

You may be asked to run a ping test and/or traceroute while troubleshooting certain browsing or connection issues.

Troubleshooting Westnet Cable for Dropouts

This article will guide you through the troubleshooting for connection dropouts on a Westnet Cable service.

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Troubleshooting NBN Wireless for Dropouts

This article will guide you through the troubleshooting for internet dropouts on an NBN™ Wireless service.

Important: If a fault needs to be lodged for your NBN™ service dropouts, we'll need the dates and times of when the drop outs occurred. Please keep a written record for easy reference, like this example:

27/11/2018 - Started 7:30PM - Finished 8:15PM
28/11/2018 - Started 8:30AM - Finished 8:45AM
28/11/2018 - Started 10:00AM - Finished 10:30AM

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Enabling bandwidth control on third party modems for NBN

This article will give you some general advice about enabling bandwidth control (also known as traffic shaping or Quality of Service/QoS policy) on third party modems/routers being used for NBN™.

Without this setting enabled, your modem/router may attempt to upload faster than the speed of your NBN™ plan, which will result in your connection dropping out as NBN™ will start discarding information sent across the connection.

General NBN HFC router setup advice

This article will provide some general router (or modem router) setup advice which may help you set up a third-party router or modem router for Westnet NBN™ HFC broadband. 

If your modem router was supplied by Westnet, you'll find its setup guide in Westnet Modem Resources.

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NBN FTTC Setup Video

 

General NBN FTTC modem setup advice

This article will provide some general router (or modem router) setup advice which may help you set up a third-party router or modem router for Westnet NBN™ Fibre to the Curb (FTTC) broadband. 

If your modem router was supplied by Westnet, you'll find its setup guide in Westnet Modem Resources.

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Cable Gateway Pro Status Lights

This article will explain the meaning of the status lights found on the Cable Gateway Pro, the default modem supplied for Westnet Cable services.

These lights may help you quickly check on the status of your connection which may be useful when troubleshooting.