Sign Up and Install Njoi | Sign Up and Install Njoi

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 MANY DEVICES CAN I USE TO STREAM THE VIU APP AT THE SAME TIME?

You can access your Viu Premium account on up to five (5) devices at a time. To ensure a
smoother streaming experience, please sign out from any unused devices.

WHERE CAN I ACCESS PRIME VIDEO VIA ASTRO?

Starting 24 April 2025 – 23 June 2025, Ultra and Ulti Box customers will receive 2 months access to Prime Video by Amazon at no additional cost, as well as access to Prime Video via the website and mobile app. If you have yet to upgrade to our latest Ultra/Ulti Box, please reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

CAN I RESCHEDULE THE TECHNICAL VISIT APPOINTMENT?

Rescheduling must be done at least 1 hour prior to the original appointment time.

HOW TO SUBSCRIBE TO HBO MAX APP VIA ASTRO?

If you're interested in subscribing to the HBO Max app via Astro, you can use the My Astro app through the following methods:

App: Download the My Astro app from the Apple App Store, Google Play Store, or Huawei AppGallery.
Web: Visit www.astro.com.my/max
STB: You can subscribe HBO Max by either launching the HBO Max app OR the My Astro app on your Ultra/Ulti Box.
WhatsApp: You can reach out to us via WhatsApp by typing "Hi" to 03-9543 3838. Then from main menu select Add-on Purchase -> Enter code HBOMAXULT.

WHO MAY I CONTACT IF I ENCOUNTER ANY PROBLEMS WITH THE VIU APP?

Please reach out to the Viu team if you have any enquiries or require assistance with
the app. Their customer support is available from 9:00 am to 6:00 pm, Monday to
Friday (excluding Public Holidays).

You may contact Viu’s customer support team by:
1. Emailing to: e[email protected]; or
2. Call or WhatsApp them at 018 - 9429950 ; or
3. Reaching out to them via Facebook: https://www.facebook.com/ViuMalaysia/

If you would like to contact Astro, you may reach out to our Customer Service Centre by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching out to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

WHAT PLANS ARE AVAILABLE FOR THE TVBANYWHERE+ APP?

Plan	Content	Concurrency	Resolution	Supported Platform	Downloads
VOD Zone	Latest TVB episodes available within one hour of their Hong Kong premiere	2	Full HD	Watch on the TVBAnywhere website, Android TV, Samsung TV, LG TV, Chromecast, or Astro’s Ultra/Ulti Box	Up to 100 episodes
Channel Zone	5 LIVE TVB channels with up to 3 hours of playback	2	Full HD	Watch on the TVBAnywhere website, Android TV, Samsung TV, LG TV, Chromecast, or Astro’s Ultra/Ulti Box
Premium	Combination of both VOD Zone & Channel Zone	2	Full HD	Watch on the TVBAnywhere website, Android TV, Samsung TV, LG TV, Chromecast, or Astro’s Ultra/Ulti Box	Up to 100 episodes

CAN I UPGRADE MY DISNEY+ SUBSCRIPTION PLAN?

Yes, you can upgrade your Disney+ subscription plan. Upgrades take effect immediately and charges will be prorated accordingly on your bill.

You can upgrade your Disney+ subscription plan through the following methods:

a. Visit My Astro app or web

b. WhatsApp or call Astro’s Customer Service at +603 9543 3838

c. Visit your nearest Astro Store

Kindly refer to the steps below to upgrade your Disney+ subscription plan on My Astro app or web:

a. Log in to My Astro app or web

b. Go to Manage Subscription → Add-ons → Manage your add-ons

c. Select Disney+ Premium

d. Click Proceed

e. Review and confirm the order

CAN I GET AN ULTRA/ULTI BOX WITH ASTRO & BROADBAND?

Yes, you will enjoy an Ulti box when subscribing to Primary/Entertainment/ Movie Pack OR an Ultra box when subscribing to Sports/Sports+/Movies+/Premium 1/Premium 2/Premium 3/Platinum Pack.

You will get FREE installation for both Ultra/Ulti box upon signing up with Astro & Broadband.

HOW MANY DAYS NOTICE SHOULD I PROVIDE PRIOR TO MOVING?

Please contact us through one of our platforms found here or Self-serve by logging in to Astro Self-Service Portal within 3-7 days before moving out and we will sort everything out for you!

ARE SUBTITLES OR DUBBING AVAILABLE FOR THE CONTENT ON BEIN SPORTS CONNECT?

Unfortunately, subtitles and dubbing options are currently not available.

DO I HAVE TO PAY EXTRA TO USE ASTRO GO?

No, Astro GO is a free app for Astro customers. The content available on Astro GO will depend on the subscription pack that you are subscribed to.

If you do not have an Astro subscription, please click here to find out packages available.

HOW DO I REQUEST FOR A MOVE?

To request for a move, you may choose to:

(The fastest way) Self-serve by logging in to My Astro and follow the steps below:

1. Download the My Astro app or use the web version of My Astro
2. Login using your Astro ID
3. Go to Account > Profile > Address
4. Tap on the edit icon on 'Service address'
5. Verify your identity via SecureGo or OTP
6. Fill in your new address and confirm your relocation
7. A support ticket will be created and we will be in touch

OR

Submit your feedback via below link: https://support.astro.com.my/feedback-form

1: Choose Feedback Type

Type: Technical issues
Issue: I want to enquire about installation/ relocation

2: Fill in the form and click “Submit” support ticket.

CAN I RENT MOVIES OR SERIES ON WETV VIA ASTRO?

Yes, you will be able to rent titles on the WeTV mobile app. Subsequently, you will be able to stream your rented title on the Ultra/Ulti Box,

wetv.vip

, and the mobile app.

I HAVE MADE A PAYMENT TO THE WRONG ASTRO ACCOUNT, HOW DO I CORRECT THE MISTAKE?

Photograph or scan your payment receipt, and send it to one of our contact platforms found here.

WHAT ARE THE CONTENT AVAILABLE IN THE BEIN SPORTS CONNECT APP?

Customers can enjoy major European football leagues, over 3,000 hours of live tennis and other global sporting events LIVE and on-demand on the app. You may check out the complete list of competitions available on the app here: beIN SPORTS CONNECT | Live Leagues and Competitions | LaLiga, Serie A, Ligue

WHO IS ELIGIBLE TO SUBSCRIBE TO THE ASTRO X3 PACKS?

The Astro X3 packs are available to both new and existing Astro customers, making it easier for customers to enjoy a fully digital viewing experience. For existing Astro customers, subscribing to an Astro X3 pack under a 12-month contract will be treated as a new subscription, and a separate account will be created.

To manage this subscription, customers will need to register a new Astro ID using a new email address. This ensures a smooth and seamless self-service experience, with each subscription managed independently.

WHAT CAN I DO IF I HAVE MISSED THE 3 DAYS WINDOW PERIOD TO COMPLETE EKYC VERIFICATION?

The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.

I’M CURRENTLY SUBSCRIBED TO THE HBO PACK WITH HBO MAX AT A DISCOUNTED RATE OR AS PART OF A COMBO WITH DISNEY+ UNDER A 12‑MONTH CONTRACT. WILL THERE BE ANY CHANGES TO MY SUBSCRIPTION?

There will be no changes to your HBO Max app subscription or your contracted pricing until your current 12‑month contract ends. However, due to Warner Bros. Discovery (WBD) and Astro's partnership model going forward, the HBO HD (CH 411), Cinemax HD (CH 412), HBO Family (CH 414) and HBO Hits (CH 415) channels will cease on Astro at 11:59 PM on 28 February 2026.

After your contract expires, you will no longer be eligible for the same discounted rate or Disney+ combo offer. If you wish to continue watching HBO content, you may subscribe to the HBO Max app as a standalone à‑la‑carte add‑on via Astro from RM24.90 per month.

WHAT IF I CAN’T REMEMBER THE EMAIL ADDRESS OR MOBILE NUMBER LINKED TO MY DISNEY+ ACCOUNT?

If you can’t remember the email address or mobile number linked to your Disney+ account, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

WHEN WILL THE 2 MONTHS ACCESS ON PRIME VIDEO WILL EXPIRE?

The 2 months of access will expire exactly two months after your account is activated. For example:

If you activate on 24 April 2025, your access will expire on 23 June 2025.
If you activate on 10 May 2025, your access will expire on 9 July 2025.
If you activate on 23 June 2025, your access will expire on 22 August 2025.

WILL MY CREDIT CARD BE ACCEPTED FOR PAYMENT?

Yes. You can make payment using your credit card via My Astro Portal:

- For One-time payment: All Master/Visa 3D secured debit/credit cards for one-time payment issued by banks in Malaysia

- For Auto-Debit: All Master/Visa/AMEX debit/credit cards issued by banks in Malaysia

WILL MY ASTRO X3 PACK SUBSCRIPTION AUTOMATICALLY RENEW AFTER THE 12-MONTH CONTRACT ENDS?

No, the 12-month contract will not automatically renew. Customers are only required to serve one contract cycle, and there is no contract renewal.

WHAT ARE THE DEVICES REQUIRED TO FORM A MESH WIFI NETWORK?

You require at least two devices to form a Mesh WiFi network which are Astro Fibre WiFi router and a Mesh WiFi unit.

The Mesh unit will link to the WiFi router to form the Mesh WiFi network. You may connect up to 5 Mesh WiFi units for optimal WiFi coverage in your home.

HOW LONG DOES IT TAKE TO COMPLETE THE EKYC VERIFICATION PROCESS?

The entire eKYC verification process may be completed within 5 minutes.

IS THERE ANY ADDITIONAL CHARGES TO TERMINATE MY SERVICE?

No, there is no additional charges applicable.

APP CRASHES ON SMART TV

If the Astro Smart TV app crashes on your Smart TV, please follow the steps below:

1. Clear the App Cache

Clear the Astro Smart TV application cache on your Smart TV.
Once completed, relaunch the Astro Smart TV app.
Check if the issue has been resolved.

2. Reinstall the Astro Smart TV App

Uninstall the Astro Smart TV app from your Smart TV.
Download and install the latest version of the Astro app from your TV's app store.
Launch the app after installation.
Try playing content again to verify whether the issue has been resolved.

If the app continues to crash after completing the above steps, proceed to submit report via WhatsApp or Feedback Form and provide:

Astro ID use
Smart TV model
OS version
Details of the content being played when the crash occurs

This will help our support team investigate and assist you further.

WHAT IS SIMPLY SOUTH?

Simply South is a streaming service and one-stop destination for South Indian Regional Video Content. Simply South has the largest library of Tamil, Telugu and Malayam content with the latest movies, evergreen classics and comedy clips on-demand.

DO I NEED TO RETURN ALL THE DEVICES AFTER CANCELLATION?

Yes, we will schedule for the equipment collection after you have discontinued Astro & Broadband services. If equipment is damaged or lost, penalty fee of RM 530 (inclusive of Govt. Tax) will be charged.

WHERE CAN I CHECK MY TERMINATION DATE/STATUS?

To check on your termination status or date, you may:

1) Message us on WhatsApp at 03-9543 3838. Type Termination Status
2) Submit Feedback Form
3) Reach out via Astro Official Digital platform i.e. Facebook or Chat.

Our agent will provide the information you need.

WHAT SHOULD I DO IF THE ULTRA/ULTI PLUG & PLAY BOX/ASTRO SIM CARD IS FAULTY?

There several possible reasons for a faulty SIM card. You may visit Astro's Help & Support page and scroll to 2. Technical Troubleshooting - Ultra Box / Ulti Box to find the scenario that best matches your situation. Then follow the troubleshooting steps provided.

I’M CURRENTLY SUBSCRIBED TO ASTRO BROADBAND BUNDLE/ASTRO FIBRE BUNDLE. IF I DOWNGRADE MY PACKAGE TO ASTRO TV PACK ONLY, WILL I STILL BE CHARGED 6% SERVICE TAX?

Customers who downgraded their package from Astro Broadband Bundle/Astro Fibre Bundle to Astro TV Pack only will be charged 8% Service Tax effective 1^st March 2024 onwards. Any adjustment or proration charges incurred before the downgrade will be calculated based on 8% service tax in the next bill, in line with the latest package downgrade.

I AM AN ASTRO IPTV CUSTOMER, WHEN CAN I SIGN FOR THE NEW PACKS AND ENJOY NETFLIX ON THE ULTRA/ULTI BOX?

The new packs and access to Netflix on the Ultra Box and Ulti Box is available for Astro IPTV customers.

WHAT IS THE TIMELINE FOR MY REFUND AMOUNT TO BE REMITTED INTO MY BANK ACCOUNT?

Refund process required 5 working days by Astro and additional 3 - 7 working days required subject to the respective processing banks.

WHAT HAPPENED TO THE WIFI SSID WHEN BAND STEERING IS DISABLED?

When Band Steering is disabled, you will see two separate WiFi SSID based on its frequency bands. Example:

i. SSID: SSID2G, Password: 1234567

ii. SSID: SSID5G, Password: 4567890

*WiFi SSID (Service Set Identifier) is the name of your wireless network, also known as Network ID. It is viewable to anyone with a wireless device within reachable distance of your network.

CAN I WATCH SHOWS IN HD ON THE TVBANYWHERE+ APP?

Yes. The highest video quality available on the TVBAnywhere+ app is 1080p.

ERROR MESSAGE: "YOUR CONNECTION HAS BEEN INTERRUPTED. PLEASE WAIT, RETRYING CONNECTION... PRESS OK TO RETURN TO LIVE TV"

If you encounter this message while using the Astro app on your Smart TV, please follow the steps below:

1. Update Your Smart TV Software

Ensure your Smart TV is running the latest software or firmware version.
Check for available updates in your TV's Settings menu and install them if available.

2. Restart Your Devices

Turn off and restart the following devices:

Router
Modem (if applicable)
Smart TV

Wait a few minutes for the internet connection to stabilize.
Launch the Astro Smart TV app again and test the playback.

3. Clear the Astro App Cache

Clear the application cache on your Smart TV.
Once completed, reopen the Astro app and check if the issue persists.

4. Reinstall the Astro App

Uninstall the Astro app from your Smart TV.
Download and install the latest version from your TV's app store.
Open the app and test the playback again.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form and provide:

Astro ID use
Smart TV model
OS version
Type of internet connection (Wi‑Fi or LAN)
Screenshot/photo of the error message

This will help our support team investigate and assist you further.

WHAT HAPPENS IF CUSTOMERS DO NOT WANT TO RETURN THEIR ULTRA BOX OR ULTI BOX WITH THE SIM CARD BUT WANT THE BOX FEE TO BE WAIVED?

Customers will still be charged a penalty of RM 100 (exclusive of Sales and Service Tax), as per our terms and conditions, as the Astro Box & SIM Card are properties of Astro.

WHAT ARE THE CHARGES FOR CUSTOMERS WHO ARE ON MULTI FREQUENCY E.G. EVERY 3 MONTHS, EVERY 6 MONTHS ETC.?

For multi-frequency customers, RM10.00 is charged per physical bill generated.

Step-1	Step-2	Step-3
Choose a plan & sign-up online.	Sit back & wait for installation.	Enjoy your new Astro / Broadband!

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

FREE lifetime entertainment.

So Easy to you in 3 steps

Step-1

Step-2

Step-3

Choose a plan & sign-up online.

Sit back & wait for installation.

Enjoy your new Astro / Broadband!

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

Frequently Asked Questions

If we are good, tell your friends.
If we are not, tell us.

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

FREE lifetime entertainment.

So Easy to you in 3 steps

Step-1

Step-2

Step-3

Choose a plan & sign-up online.

Sit back & wait for installation.

Enjoy your new Astro / Broadband!

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

Nationwide Installation

Frequently Asked Questions

If we are good, tell your friends.If we are not, tell us.

If we are good, tell your friends.
If we are not, tell us.