Sign Up and Install Njoi | Sign Up and Install Njoi.

Njoi

FREE lifetime entertainment.

The NJOI HD Box, comes packed with free 15+ TV channels & 10+ radio channels for a variety of entertainment from local, international, kids, latest news and sports channels!

Njoi

A free satellite TV service from Astro. Watch lifetime entertainment, news, learning & information and more.

 

Njoi

Pictures for illustration only.

Enjoy free access to 15+ TV channels & 10+ radio channels.


* Subject to Astro terms & conditions.

Njoi
 
❯ ❮
njoi
New Decoder
RM325.00

New decoder only without satellite dish & cabling. You must have Astro/Njoi satellite dish and cable installed and working properly.

Including installation.

njoi
New Decoder & Satellite Dish
RM415.00

New decoder complete with satellite dish & cabling.

Including installation.

 
 
 

Nationwide Installation

 

Applying for

Njoi  Astro  UniFi  Maxis 

 

Please enter your full name (As per IC)

Name (As per IC)

Please enter your IC/Passport Number

IC/Passport

Please enter your handphone number

Handphone

Please enter your full address

Installation Address

Please enter your postcode
Postcode
Please enter your city
City
Please enter your state
State

 

Frequently Asked Questions

Find your answers here.

 

WHY SHOULD I APPLY HERE?

We provide one stop service to apply Astro and Broadband for you.
You can avoid driving and queuing at the sales counter. We are the dealer that can help you to handle your application from the beginning to the end.


HOW MUCH DOES IT COST TO APPLY FROM HERE?

We do not charge you when you apply from us. There is no credit card information required to apply here. Charges are the same as you apply from the sales counter.


WHAT IS THE PROCEDURE TO APPLY?

First, you can apply online, we will get back to you immediately during business hour. WhatsApp/Email/Fax us your Photocopy of IC (for malaysian) / Passport (for foreigners). When we receive all the information, we will proceed with your application immediately.


HOW FAST IS THE APPLICATION PROCESS?

Once we receive your application with complete information, we will process your application immediately during business hour. The contractor from the service provider will then contact you for installation appointment once your application is approved.


WHY SHOULD I CHOOSE ASTRO + BROADBAND?

Enjoy greater savings and hassle-free bill payment in one single bill for both Astro and Broadband. You get to enjoy Astro and Broadband at discounted price every month over the contract period of 24 months.


WHAT TV PACKS ARE AVAILABLE?

Astro offers multiple TV packs including Entertainment, Sports, Movies and Kids options. You can choose a pack that matches your viewing preferences and add optional streaming apps where available.


CAN I SUBSCRIBE TO TV ONLY WITHOUT BROADBAND?

Yes, you may subscribe to Astro TV packs without bundling broadband. However, bundling Astro TV with Fibre Broadband may provide better monthly savings and convenience with a single bill.


WHAT BROADBAND SPEED DO I NEED FOR MY HOME?

For small households with light streaming and browsing, 100Mbps is usually sufficient. Larger families, gamers or heavy streamers may benefit from 500Mbps or 1Gbps plans for smoother performance across multiple devices.


IS THERE A CONTRACT PERIOD?

Most Astro TV and Fibre broadband plans come with a 24-month contract. Early termination charges may apply if cancellation is made before the contract ends.


CAN I UPGRADE MY TV PACK OR BROADBAND PLAN LATER?

Yes, you may upgrade your TV pack or broadband speed at any time, subject to eligibility and coverage. A new contract period may apply depending on the upgrade.


HOW WILL I RECEIVE MY BILL?

Your monthly bill will be issued directly by Astro. You may receive it via email or access it through your Astro account. Bundled customers will receive a single combined bill for TV and broadband services.


WHAT PAYMENT METHODS ARE AVAILABLE?

Payment methods may include online banking, auto debit, credit card or other approved payment channels provided by Astro. Our team can guide you during the registration process.


WHAT HAPPENS IF THERE IS A SERVICE INTERRUPTION?

If you experience any service interruption, you may contact Astro customer support for technical assistance. In many cases, issues can be resolved remotely or a technician will be arranged if necessary.


CAN I RELOCATE MY ASTRO SERVICE TO A NEW ADDRESS?

Yes, relocation is subject to service availability at your new address. Relocation charges and contract adjustments may apply depending on your plan.


DO I NEED A CREDIT CARD TO APPLY?

No, you do not need a credit card to submit your application. Payment setup will be arranged directly with Astro after your service is approved.


CAN I ADD STREAMING SERVICES TO MY TV PACK?

Selected Astro TV packs allow optional add-ons such as streaming services depending on current promotions and availability. Additional monthly charges may apply.


IS WIFI ROUTER PROVIDED WITH FIBRE INSTALLATION?

Yes, a WiFi router is typically provided during fibre installation. The router model may vary depending on the selected broadband speed plan.


CAN I CHECK BROADBAND COVERAGE BEFORE APPLYING?

Yes, we will check the service coverage at your address before proceeding with your application to ensure broadband is available at your location.


WHAT DOCUMENTS DO I NEED FOR BROADBAND REGISTRATION?

For Malaysians, please provide a copy of your MyKad. For foreigners, provide a copy of your passport when submitting your broadband application.


HOW LONG UNTIL INSTALLATION AFTER APPLICATION?

After your application is approved, the service provider typically contacts you within 2 to 7 working days to arrange the broadband installation appointment.


WHAT IS THE CONTRACT PERIOD FOR BROADBAND?

Most Astro Broadband plans come with a 24-month contract starting from your installation date. If you relocate, a new 24-month contract may apply at your new address.


CAN I MOVE MY BROADBAND TO A NEW ADDRESS?

Yes, you can relocate your broadband service, subject to service availability at the new address. Your contract may reset for another 24 months from the new installation date.


CAN I REQUEST INSTALLATION CHANGES OR DEVICE RELOCATION IN MY HOME?

Yes, you may request to relocate broadband devices within your home. Non-standard installation charges may apply and are payable to the installer directly after assessment.


IF I HAVE AN EXISTING BROADBAND CONTRACT, CAN I SWITCH TO ASTRO BROADBAND?

Yes, you can switch to Astro Broadband. To avoid service interruption, it is recommended to activate the new service before terminating your current broadband contract.


IS THERE AN INSTALLATION FEE FOR NON-STANDARD INSTALLATION?

Standard installations may be free during promotions, but non-standard installations (e.g., device relocation or complex wiring) may incur extra charges payable directly to the installer.


HOW DO I GET THE ULTRA/ULTI PLUG & PLAY BOX?

If you are interested to upgrade your box, you can do so via Astro's retailers or online as follows:

I. Visit https://hub.astro.com.my/#5

II. Select `Box Upgrade` and log in with your Astro ID

III. Select the box you would like to upgrade


I FORGOT MY PASSWORD; WHAT DO I DO NOW?

Please follow the steps below to reset your password:


IS THERE A 12-MONTH OR 0-MONTH CONTRACT IF I SIGN UP ASTRO & BROADBAND?

No, Astro & Broadband only offers a 24-month contract period upon sign up.


TIME - ZTE ROUTER

You may proceed with below troubleshooting and it shouldn't take you any longer than 15 minutes.

  1. Please standby computer/laptop to access to the internet and connection must be via LAN (cable) [Connect the LAN (cable) to the yellow port at ZTE Router and direct to computer/laptop].
  2. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
  3. On the address bar, please go to http://192.168.0.1 and below page will appear.
 


4. Type the Username and Password as below. Then click Login. (These are the defaults, if you have done previous configuration on your router the password may be different)
 

Username: admin
Password: admin (or time123)


 



5. The router's web-based setup page should now appear. Please follow below steps for the configuration.

 
  • On the setup page, click the Network tab then click on the WLAN then choose Basic sub-tab

 

  • Please ensure Wireless RF Mode is Enabled.
 
  • Click the drop-down arrow for Channel, then select your desired channel.
  • Choose between 1 until 11 (Suggested 1,6,11).
  • Click Submit. Router will auto reboot and connection re-establish after few minutes.


SERVICE CURRENTLY NOT AVAILABLE (SCNA) - ULTRA BOX / ULTI BOX

You can proceed with below BTS if the weather is good. Otherwise, you may try again later.

‍

STEP 1

On your remote, press the HOME button and the home menu will be  displayed on top of your screen.


STEP 2

Navigate to SETTINGS.


STEP 3

Navigate to Satellite Settings and press “OK”.


STEP 4

Navigate to Diagnostics and press “OK”.


 

STEP 5

Refer to the signal strength on your screen.

If it is 65 or higher, please take the screenshot and submit your feedback form.

If it is below 65, please go to Step 6.


 

STEP 6

Switch off the power for your box and  make sure that the adapter’s power light is off.


 

STEP 7

Unscrew the satellite cable from the box  and pull it out.


STEP 8

Plug the satellite cable back into the  box and screw it back securely.


 

STEP 9

Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.


 

STEP 10

Turn on your box. You should no longer be experiencing this issue.

If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.

 

Centralized  Dish

If issue persist under a centralized satellite dish, please refer to your respective Building Management before contacting our agents.


WHAT IS ASTRO FIBRE?

Astro Fibre is Astro’s own internet service that enables you to enjoy Astro content while staying connected with high-speed fibre broadband. Customers can enjoy substantial savings by choosing your desired broadband speed  to accompany your Astro TV packages. Customers can choose from two types of Astro Fibre offering:

  1. Astro Fibre Bundle offers the best value proposition of 50Mbps to 800Mbps high-speed broadband bundled with Astro TV content packages including access to leading streaming services, creating a one-stop entertainment solution for its customers.
  2. Astro Fibre is a standalone high-speed broadband service of 100Mbps to 800Mbps offering a powerful WiFi system leveraging the latest WiFi 6 router and a flexible mesh proposition.


WHO CAN ACCESS ASTRO REWARDS?

To be eligible, you'll need to be an Active Astro Pay TV customer with a valid Astro ID.

An Active Astro customer refers to a subscriber of the Astro Service, whose account is current and active with no outstanding payments due and who has not breached the Astro subscription agreement nor given any instructions to terminate and/or suspend his/her subscription to the Astro Service.

Each account you hold is entitled to one (1) tier status based on the longest active smartcard.


HOW DO I PURCHASE ASTRO FIRST MOVIES/SERIES?

From Channels 480 (Astro First):

  1. ‍Go to channel 480
  2. Search for the Movie title or Series and press “OK” button from Astro remote control;
  3. Choose how to purchase via WhatsApp or SMS.
  4. Enter the Pin Code

Purchase via Whatsapp

  1. ‍Go to channel 480‍
  2. Whatsapp the “movie code” to 03-9543 3838 
  3. Enter your “smart card number” (this is available on the top right corner of your tv screen)‍
  4. Type “1” to confirm
  5. The reply will direct you to the entitlement channel accordingly

Purchase via SMS

  1. ‍Go to channel 480‍
  2. SMS the “movie code” to 32999 ‍
  3. The SMS confirmation reply will direct you to the entitlement channel accordingly

*SMS service is available for Maxis, Celcom, Digi and U Mobile only.

‍

From Beyond PVR On Demand interface:

  1. Press the “Home” button on the Astro remote control
  2. Select “On Demand” and press the “OK” button from the Astro remote control
  3. Scroll to “Store” and search for the Movies/series
  4. Select “Buy” and enter Pin Code. 

‍

From Ultra/Ulti On Demand interface:

  1. ‍Press the “Home” button on the Astro remote control 
  2. Scroll to the Store tab
  3. Scroll to “Astro First: New Releases” or “Astro First: Blockbusters” and search for the Movies
  4. Select “Rent” and enter Pin Code

‍

From Astro Go app (purchases only applicable for Android devices): 

  1. ‍Download the Astro Go app from the Google Play store.
  2. Create an ID and link your account / proceed to log in if you have linked your account
  3. Scroll to “Store” and search for “Astro First: New Releases” or “Astro First: Blockbusters”
  4. Select “Rent” and enter Pin Code

*The default pin code is 0000 if you have not pre-set it.


    WHERE SHOULD I PLACE MY MESH WIFI UNIT(S)?

    -The Mesh unit can only be used indoors. It can be mounted onto a wall or be placed horizontally on a desktop. Do not install it in other mode, such as on the ceiling.

    -Keep a clearance of at least 10 cm around the device to ensure proper ventilation.

    -Keep the device away from electrical appliances that generate strong magnetic or electric fields, such as microwave ovens.


    DO I HAVE TO BE AN EXISTING ASTRO CUSTOMER TO HAVE AN ASTRO ID?

    No. If you are a non-Astro subscriber, you will still be able to create an Astro ID, but access and use of Astro's digital services will be limited. If you are an Astro subscriber, please link your Astro ID to your Astro account number to enjoy exclusive access to all of Astro's digital services.


    8. I KNOW MY ASTRO ID, BUT FORGOT MY PASSWORD; HOW CAN I RETRIEVE IT?

     Step 1: Visit https://id.astro.com.my/ and click on “Forgot Password?”

     
     Step 2: Enter your username, email or mobile number. A verification code will be sent to you. Please enter it into the field and click “Verify” to reset your password.


    WILL THERE BE AN ADDITIONAL FEE FOR REFUND PROCESSING?

    Refund fee is subject to your processing bank. However, Astro did not impose refund processing fee.


    WILL THERE BE ADDITIONAL CHARGES TO ACCESS LIGA MALAYSIA?

    No, there will be no additional charges to access Liga Malaysia.


    HOW LONG WILL IT TAKE FOR THE ACTIVATION OF THE CHANNEL OR CONTENT AFTER AN ASTRO FIRST OR ASTRO BEST TITLE HAS BEEN PURCHASED ON MY ASTRO?

    It will take around 10 to 15 minutes before you are able to view your purchase.


    HOW DO I PAY FOR THE PLUG & PLAY BOX ACTIVATION FEE?

    For self-installation, in your first bill upon activation of your Plug& Play Box, the activation fee will be included as a separate line item in your bill alongside the subscription fee.

    If you choose to install the Plug & Play Box via installer, you can pay the installation fee and activation fee directly to the installer upon installation. This will be reflected in your next bill itemised as setup fee.


    SLOW BROWSING AT CERTAIN WEBSITE - MAXIS

    We would need you to  run few tests in order for us to understand your issue and to assist you in fixing the problem.

    You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

    1. Please run each of  the tests according to your your Laptop/PC Software.
    2. Compile the pictures / screenshots of  your test results in one file (i.e Microsof Word document, PDF file) and attach them in the Support Ticket below in order for us to assist you further:
      • List of websites effected.
      • Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
      • Run the Traceroute Test - Please click here for Traceroute Test guideline.
      • Run the Ping Test -  Please click here for Ping Test guideline.
    3. Once you/ve gathered all the results, kindly send them all through the Feedback Form below.
     

    Quick Info
    A Speedtest is a service that provides free analysis of Internet access  parameters, such as connection data rate.
    A Ping Test shows how long it takes for packets to reach host.
    A Traceroute Test traces the route of packets to destination host from our server.


    MY SMART TV IS HAVING SOME TECHNICAL ISSUE, CAN I DO A TEMPORARY CANCELLATION OF MULTIROOM (SMART TV) AND RESUME ONCE THE SMART TV IS REPAIRED?

    Yes, however we do advise keeping your subscription while your TV is being fixed to avoid having to download the app again.


    BOX BLANK SCREEN - ULTRA / ULTI BOX

    STEP 1

    Check on your TV input to ensure correct input selected.

    If issue remains, switch off the power for your box and make sure that the adapter's power light is off.

    STEP 2

    Unplug the HDMI cable from your box and plug it back in securely.

    STEP 3

    Switch on the power for your box and make sure that the adapter's power light is on. Please wait for 5 minutes.

    STEP 4

    Turn on your box. You should no longer be experiencing this problem.

    If issue persist, please submit the issue on our Feedback Form with the error details and provide  sim card number for assistance.


    CHANGE VIDEO RESOLUTION SETTINGS - ULTRA BOX/ ULTI BOX

    STEP 1

    On your remote, press the HOME button and the home menu will be displayed on top of your screen.

    STEP 2

    Navigate to Settings.

    STEP 3

    Navigate to Video Resolution and press “OK”.

    STEP 4

    Navigate to your preferred selection and press “OK”.

    Recommended to select Auto.

    STEP 5

    Navigate to Save and press "OK" to confirm your selection if able to read the text properly.

    Otherwise, navigate to Cancel to revert to previous settings.


    CAN I VIEW 4K UHD CONTENT FROM DISNEY+ HOTSTAR ON THE ULTRA OR ULTI BOX?

    At this point in time, 4K UHD content from Disney+ Hotstar is not available on the Ultra or Ulti Box. We are working to enable this on the Ultra Box in a future update. 


    CHECK IP DIAGNOSTICS - HD ENABLED BOX

    STEP 1    

    Press "HOME" button on your remote control.

    STEP 2    

    Navigate to Settings and press "OK".

    STEP 3    

    Navigate to STB Diagnostics and press "OK".

    STEP 4    

    Navigate to IP Diagnostics and press "OK".

    STEP 5    

    IP Diagnostics information will be displayed.


    WHAT IS THE INSTALLATION PRICE FOR ASTRO CUSTOMERS ON THE NEW PACK?

    Please refer below for the installation and activation fees for Astro customers on the new pack.


    SERVICE CURRENTLY NOT AVAILABLE (SCNA) - HD ENABLED BOX

    You can proceed with below troubleshooting if the weather is good. Otherwise, you may try again later.

    ‍

    STEP 1

    On your remote, press the “HOME” button and the home menu will be displayed at the bottom of your screen.

    STEP 2

    Navigate to SETTINGS and press “OK”.

    STEP 3

    Navigate to STB DIAGNOSTICS and press “OK”.

    STEP 4

    Refer to the signal strength % shown on the top left of your screen.

    If it is 65% or higher, please take the screenshot and submit your Feedback Form.

    If it is below 65%, please go to Step 5.

    STEP 5

    Switch off the power for your box and make sure that the adapter’s power light is off.

    ‍STEP 6

    Unscrew the satellite cable from the box and pull it out.

    STEP 7

    Plug the satellite cable back into the box and screw it back securely.

    STEP 8

    Switch on the power for your box and make sure that the adapter’s power light is on.

    Please wait for 5 minutes.

    STEP 9

    Turn on your box. You should no longer be experiencing this issue.

    ‍

    If issue persist, please submit the issue on our Feedback Form and attach a picture of your General tab of the STB Diagnostics for assistance.

    ‍

    Centralized Dish

    If issue persist under a centralized satellite dish, please refer to your respective Building Management before contacting our agents.


    AM I ELIGIBLE FOR THE ULTRA BOX?

    All existing or new Astro customers who meet the following criteria may upgrade to the Ultra Box:

    1. Have an internet connection at home (recommended>10Mbps speed)
    2. Maintain a minimum subscription with a HD + Recording service

    If you live in a high-rise building, please call us at 03- 7481 8000 to check if your building can support the Ultra Box. If your high-rise building allows for the set-up of individual dishes you will be able to upgrade to the Ultra Box, subject to the criteria above.

    If you would like to access our 4K UHD content via the Astro UHD channel 805 and UHD content on VOD, Astro Best and Astro First. We also recommend:

    1. 4K UHD supported TV that is HDCP2.2 compliant
    2. Internet connection of at least 30Mbps

    Note: If you do not have an internet connection at home, you may take up the Ultra Box bundled with Astro™'s broadband package with rebates of up to RM30/month. For more details and to sign up for Astro & Broadband, please click here.


    SLOW BROWSING AT CERTAIN WEBSITE - TIME

    We would need you to  run few tests in order for us to understand your issue and to assist you in fixing the problem.

    You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

    1. Please run each of the tests according to your your Laptop/ PC Software.

    2. Compile the pictures/ screenshots of your test results in one file (i.e Microsof Word document, PDF file) and  attach them in the Support Ticket below in order for us to assist you further:

    • List of websites effected.
    • Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
    • Run the Traceroute Test - Please click here for Traceroute Test guideline.
    • Run the Ping Test -  Please click here for Ping Test guideline.

    3. Once you've gathered all the results, kindly send them all through the Feedback Form below,


    Quick Info
    A Speedtest is a service that provides free analysis of Internet access  parameters, such as connection data rate.
    A Ping Test shows how long it takes for packets to reach host.
    A Traceroute Test traces the route of packets to destination host from our  server.


    HOW DO I RETURN MY PLUG & PLAY BOX?

    Want to return your Ultra or Ulti Plug & Play Box? It's simple and free!

    Here's what you can do with your unused Ultra/Ulti Plug & Play Box:

    1. Return your device to us via Arranged Pick-up:

    Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our courier partners.

    Step 2: Just sit back and relax! A courier agent will come to your doorstep to retrieve the devices.


    WHAT IS ASTRO ID?

    Astro ID is the account you use to sign in and manage all your Astro services online. You can use your Astro ID for the following Astro apps and portals:

    1. My Astro
    2. Astro GO
    3. HBO GO
    4. Disney+ Hotstar
    5. iQIYI
    6. TVBAnywhere+
    7. beIN Sports Connect
    8. SYOK App
    9. AWANI App
    10. Astro Website
    11. Ideaktiv portals

    You can create an Astro ID using your mobile number or email address here. To secure your Astro ID, please proceed to next step and link the ID to your Astro account number (10 digits) or smart card number (12 digits).


    WHAT IS THE PROCEDURE FOR MERGING / SPLITTING MY ACCOUNT?

    Please follow the steps below:

    Step1: Fill in Merge/Split Equipment Form (Part A & Part B)

    Step2: A full payment to be made on any outstanding balance for all related accounts (if any).

    Step3: Submit all documents via feedback form or walk in to nearest Astro Customer Service Centre (CSC).

    Step4: Customer will expect a call from our validation team (Note: Turnaround time for merge/ split of account is 3-5 working days upon receiving all complete documentation).

     

    Note:

    1. There might be a loss of transmission during the processing of transfer equipment ownership, split or merge of equipment.


    HOW WILL THE SERVICE TAX BE CHARGED IN MY BILL STATEMENT?

    In the new bill layout, there are three tax indicators for customer to refer: S1 (8%), S2 (6%), and N (non-taxable item). Each item list will be marked in accordance with the tax indicator below:


     


    HOW DO I ADD ON ASTRO GO+ TO MY SUBSCRIPTION?

    For Platinum Pack and Multiroom Smart TV customers, Astro GO+ will be automatically added to your subscription.

     


    WHERE CAN I ACCESS DISNEY+ HOTSTAR?

    Starting 23 August 2022, Astro customers will progressively be able to access Disney+ Hotstar via the Ulti Box, in addition to the Ultra Box, mobile app and website. 


    HOW DO I CANCEL OR TERMINATE THE MESH WIFI SUBSCRIPTION?

    You may contact Astro's Contact Centre (03 - 9543 1543) to process the cancellation.

    The Mesh WiFi device(s) needs to be returned upon service termination via an arranged pick-up by our installers.


    INSTALLATION SETUP - PLUG AND PLAY MODE - ULTRA BOX / ULTI BOX

    STEP 1
    Please wait while your Astro box initializes.



    STEP 2
    Select your preferred language.



    STEP 3
    Navigate to Next and press "OK".



    STEP 4
    Select Auto as the Video Resolution.



    STEP 5
    Navigate to Next and press "OK".



    STEP 6
    Navigate to Confirm and press "OK" to confirm your selection if you are able to read the texts on screen properly.
    Otherwise, navigate to Cancel to revert to the previous settings.



    STEP 7
    Select IPTV Plug & Play (self-install) as the box operating mode.



    STEP 8
    Navigate to Next and press "OK".



    STEP 9
    Select your preferred connection.
    For connection via Wi-Fi, proceed to STEP 10.
    For connection via LAN Cable, proceed to STEP 16 once you are connected.



    STEP 10
    Please wait while your Astro box searches for available Wi-Fi networks.



    STEP 11
    Navigate to your preferred Wi-Fi network and press "OK".



    STEP 12
    Please enter the password to connect to the Wi-Fi network.



    STEP 13
    Navigate to Done to continue.



    STEP 14
    Please wait while your Astro box connects to the internet.



    STEP 15
    Navigate to Yes to allow your Astro box to connect to this network automatically.
    Otherwise, navigate to No.
    Proceed to STEP 17 for the next step.



    STEP 16
    Navigate to Next and press "OK". 



    STEP 17
    Your box's connection status will be displayed.
    Navigate to Finish to complete the setup.


    WHY DO I NEED TO RETURN THE ASTRO BOX & SMART CARD/SIM CARD?

    Thank you for your interest in returning your Astro Box & Smart card/SIM card. By returning these items, you are playing your part in preserving our environment as we will refurbish the box and return it to circulation or recycle it.

    All Astro box and smartcard/SIM cards are also property of Astro and as per our current T&Cs, customers are required to return them upon termination of Astro services.


    CAN ANYONE LINK THEIR ASTRO ID WITH MY ASTRO ACCOUNT?

    Although anyone can create an Astro ID, only the Astro account owner is allowed to link their account to the Astro ID. Otherwise, you will need permission from the account's owner in order to complete the linking.


    10. I HAVE A USERNAME, BUT MY ACCOUNT IS NOT LINKED TO AN EMAIL OR MOBILE NUMBER; WHAT DO I DO NOW?

    You would have to create a new Astro ID with your email address or mobile number and link your Astro subscription. Please follow the steps in the link here


    CHECK FUTURE RECORDING - HD ENABLED BOX

    STEP 1    

    Press "HOME" button on your remote control.

    STEP 2    

    Navigate to My TV and press "OK".

    STEP 3  

    Navigate to Bookings and press "OK".

    STEP 4    

    Your list of your booking programs will  be displayed.


    PLEASE INSERT THE CORRECT ASTRO SIM CARD WITH THE ARROW FACING DOWN. (CA 14)

    STEP 1

    Switch off the power for your box and make sure that the adapter's power light is off.

    STEP 2

    Locate the SIM card at the left side and gently pull it out.

    STEP 3

    Wipe the SIM card's gold chip clean using a dry soft cloth.

    STEP 4

    Make sure the gold chip is facing down and reinsert it all the way in.

    STEP 5

    Switch on the power for your box and make sure that the adapter's power light is on.

    Please wait for 5 minutes.

    STEP 6

    Turn on your box. You should no longer be experiencing this problem.    

    If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.


    CAN SOMEONE ELSE MAKE THE ADVANCE PAYMENT ON MY BEHALF?

    Yes, a third party is allowed to make the advance payment on your behalf. In the case of refund, the amount will be returned to the owner of the third-party account (source of payment).


    WHAT SELF-SERVICE TRANSACTIONS CAN BE PERFORMED OVER THE PHONE?

    You can access the self-help service 24 hours a day for the following: 

    1. Check account balance.

    2. Refresh your Smartcard if your account is active but TV screen displays "This channel is not included in your subscription" or "We apologise for the service interruption".

    3. Check application status.

    4. Guide on Self Service troubleshooting guide via SMS Link.

    5.  Check trouble ticket appointment announcement.

    6.  Apps Related Self Service login & Activation guide via SMS Link.

    7.  Apps Related FAQ Details via SMS Link.

     


    I WANT TO OPT OUT OF MY DISNEY+ HOTSTAR (3-MONTHS PASS) SUBSCRIPTION BUT MY EXPIRY DATE HAS BEEN DEFERRED; WILL I STILL HAVE TO MAKE THE PAYMENT FOR THE ADDITIONAL DAYS OF DEFERMENT?

    Yes, your charges during the deferment days will be pro-rated and reflected in your next bill. Please note that due to the recent requested change in your Astro account, the expiry date for your Disney+ Hotstar (3-months pass) subscription has been deferred to xxx (date) to consolidate the final monthly subscription pricing.


    VIEW STB DIAGNOSTICS - HOUSEHOLD DIAGNOSTICS (ULTRA BOX / ULTI BOX)

    STEP 1  

    On your remote, press the HOME button and the home menu will be displayed on top of your screen.

    STEP 2  

    Navigate to Settings.

    STEP 3  

    Navigate to STB Diagnostics and press "OK".

    STEP 4    

    Select Household Diagnostics and press "OK".

    STEP 5    

    Details information of Household Diagnostics screen will be  displayed.


    I SUBSCRIBED TO ASTRO FIBRE BEFORE 24 NOVEMBER 2023; CAN I GET THE FREE SPEED UPGRADE?

    If you subscribe to Astro Fibre between 1 October 2023 to 23 November 2023, you may still get the speed boost by calling in to our Customer Contact Centre at 03-9543 3838 and re-contracting with us. Kindly note that your account will restart with a new 24-month contract.

     
     
     


    WHAT HAPPENS IF I PAY MORE THAN WHAT IS STATED IN MY BILL?

    The balance will be credited into your account, which will be reflected when you receive your next bill. The balance credit will be used to offset your bill balance.


    I HAVE AN ULTRA/ULTI BOX AND I'VE SUBSCRIBED TO THE NEW PACKS WITH NETFLIX, BUT I WHY CAN'T ACCESS NETFLIX ON MY ULTRA/ULTI BOX?

    Please upgrade the Ultra/Ulti Box software to enjoy Netflix on your Ultra/Ulti Box. To do this, please click on the Netflix app icon on the homepage or go to CH741 to prompt the software upgrade. Kindly click Install when the software upgrade prompt appears. This will take approximately 20 minutes and you would be able to launch Netflix on the Ultra/Ulti Box after that.


    CONNECT TO NEW WI-FI CONNECTION - HD ENABLED BOX

    Connect your PVR to Wi-Fi and enjoy access to our library of Video On Demand. Replay old seasons, catch-up latest episodes of your favourite shows, anytime you want. To connect your PVR, follow the steps below:

    STEP 1    

    On your remote, press the “HOME” button and the home menu will be displayed at the bottom of your screen.

    STEP 2    

    Navigate to SETTINGS and press “OK”.

    STEP 3    

    Navigate to STB DIAGNOSTICS and press “OK”.

    STEP 4  

    Navigate to Network and press "OK".

    STEP 5    

    Navigate to Wi-Fi and press "OK".

    STEP 6    

    Select New Connection and press "OK".

    STEP 7    

    Select your Wi-Fi network and navigate to "Connect".

    STEP 8    

    Please enter the password to connect to your network and press "OK".

    STEP 9    

    You are successfully connected when this screen appears.


    ASTRO FIBRE - HUAWEI K562E

    Huawei K562e

    1. Please connect your computer or laptop to your Astro Fibre router using LAN cable. Your LAN cable must be connected from the yellow port of Astro Fibre router (Any available port).

    2. Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.

    3. On the address bar, type http://192.168.100.254 and below page will appear.

    Login using your username and password if you have changed the router login setting. Otherwise, your default router login is as per below.

    Username: user

    Password: user

    4. Once you have successfully logged in, the router's web-based setup page will appear.

    5. At the top of the page, click More to configure the WiFi parameters.

    6. From the left menu, select WLAN and choose Wi-FI Advanced Network to access the screen below.

    7. To change the channel on 2.4 GHz and 5 GHz, click the drop-down arrow for Channel, then select your desired channel.

    8. Then, click "Apply" for the changes to take  place.

     


    CAN SOMEONE APART FROM THE ACCOUNT HOLDER REDEEM AN ASTRO REWARDS REDEMPTION?

    Redemption should be done by the account holder. However, if the account holder is unavailable, immediate family members can make the redemption provided that the account holder has given them the permission to redeem using his account credentials.


    I CAN'T CONNECT MY ULTRA PLUG & PLAY BOX TO WI-FI. WHAT SHOULD I DO TO FIX THIS?

    Step 1: Separate Your Wi-Fi Network Name

    First, you need to set up your Wi-Fi to Dual-band in order to be less susceptible to interference, and allows you to choose between the 2.4GHz or 5GHz bands when connecting a device. A Wi-Fi frequency of 5GHz is best when you are near your router, and 2.4GHz is best for when you are far from your router.

    • Check the bottom of your router for a website or IP address, username, and password.

    Below are details for a standard login based on a standard router issued by ISP (Telekom Malaysia, Maxis, and Time dot Com)

    • Login to your account
    • Identify your Wi-fi Settings (This could be in advanced settings)
    • Identify both the 2.4GHz and 5GHz options.
    • Split the signals by renaming the 2.4GHz and 5GHz signals respectively, and make sure both are enabled.
    • For detailed instructions based on router model, on how to separate your Wi-Fi, click here and choose the option according to your ISP and router brand.

    Step 2: Factory reset your Ultra Box by following the steps below.

    a. Press the Home button on your remote

    b. Go to your settings page

    c. Scroll down and select Reset/Restore

    d. Select restore factory settings and proceed

    e. Enter your PIN to access restore factory settings (default pin: 0000)

    f. Choose restore and wait until the box reboots automatically. This may take around 2 minutes and you will see the Astro logo again when it's done.


    INTERNET INTERMITTENT OR FREQUENT DISCONNECTION - ALLO

    Intermittent internet connection using LAN cable
    Looks like there is something wrong with your service connection.
    Please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.
    Please ensure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.
    Intermittent internet connection using WiFi
    1. Router Positioning
      • Most people underestimate the importance of picking a good spot for a Wi-Fi router. Even a small shift in positioning could end up being the difference between day and night.
      • High vs. Low
        • Put the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.
      • Concrete & Metals
        • ​Make sure your router isn't blocked by any other objects, especially devices that are electronic. Also, avoid placing your router in your basement as this area is usually enclosed by a lot of concrete, which can be almost impossible for WiFi signals to penetrate.
      • Distance to Router
        • ​ The further away from your router you  get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices.
        • Otherwise, you should place your  router near the center of your home. After all, WiFi broadcasts in 360 degrees, so it doesn't make sense to put it at one end of the house.
    2. Wireless Interference & Noise
      • You've probably never  noticed but there are wireless signals all around you wherever you go and  they're passing through you all the time. From where? Electronic devices,  WiFi routers, satellites, cell towers, and more.
      • Although WiFi is  supposed to be on a different frequency than most of these devices, the  amount of radio noise can still cause interference. Some common causes of interference include:
        1. Microwaves
        2. Bluetooth Devices
        3. Cordless Phone
    3. Surrounding Wi-Fi signals
      • A truth of the modern world is that every  household has their own WiFi network, which can cause issues with channel overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many  routers within close proximity.
      • Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels  for you automatically, but sometimes it's better to investigate and find the best channel yourself.
    4. Usage
      • More likely, however, is that the people  on your network such as friends, roommates, or family members are participating in bandwidth-heavy activities like gaming and streaming Ultrabox/ Netflix.
      • Fortunately, if this is the case, you can prioritize your own network traffic by enabling Quality of Service in your router settings.

    If the problem persists, please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.
    Please make sure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document,  PDF, Image file) before submitting the form.

    Quick Info
    A Ping Test shows how long it takes for packets to reach host.
    A Traceroute Test traces the route of packets to destination host from our server.


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