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.

RUN NETWORK 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 Network Settings and press "OK".

STEP 4

Navigate to Network Diagnostics and press "OK".

STEP 5

Network Diagnostics screen will be displayed accordingly.

ERR-008 - YOU ARE ATTEMPTING TO PLAY A CONTENT THAT IS NOT PART OF YOUR SUBSCRIPTION

You are attempting to play a content that is not part of your subscription. If you are not able to play a content that you are subscribed to, proceed to submit report via WhatsApp or Feedback Form.

CAN I WATCH 4K UHD PROGRAMMES ON THE ULTI BOX?

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

VIEW STB DIAGNOSTICS - GENERAL 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 General Diagnostics and press "OK".

STEP 5

Details information of General Diagnostics screen will be displayed.

STEP 6

Press down arrow on your remote to get more information.

I HAVE SUFFICIENT FUNDS IN MY ACCOUNT. WHY IS MY DEBIT CARD PAYMENT UNSUCCESSFUL?

Please contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your card information from being misused in fraudulent transactions.

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.

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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.

BROADBAND NO SERVICE - ASTRO FIBRE

You need to identify your modem type by looking at the modem light indicator before proceeding with troubleshooting.

The type of modem is indicated as per below:

MODEM INDICATOR 1

MODEM INDICATOR 2

MODEM INDICATOR 3

BTS 1

Please power off your modem and router. (This is to refresh your modem and router performance)
Make sure the fibre cable from your wall socket to modem is securely connected.

3. Please ensure the LAN cable is securely connected from router to your devices (Astro Box/Laptop etc.)

Modem connection

Router connection

4. Now, power on modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 2

1. Please power off your modem and router.
(This is to refresh your modem and router performance)

2. Make sure the fibre cable from your wall socket to modem is securely connected.

3. Please ensure both LAN cables on the Modem (LAN Port 2) and Router (Port 1) are properly connected.

Modem connection

Router connection

4. Power on your modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 3

1. Please ensure your modem and router power plugs are securely connected to the power socket.

2. Alternatively, try to connect the power plug to a different power socket or power source. This step is to eliminate the possibility of faulty power socket which could cause the issue.

3. If issue persists, please connect to our agent for further assistance.

SERVICE CURRENTLY NOT AVAILABE (SCNA) ERROR ON CERTAIN CHANNELS - HD ENABLED BOX

STEP 1

Check your current software version on your box.

If the software version updated (Refer to Table 1) , proceed to STEP 2.

If software version different from Table 1, click here for Software Update guide.

Once software is updated, tune to the impacted channel.

If issue persist, proceed to STEP 2.

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STEP 2

Run Test Satellite Frequency.

Click here for the guide.

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If dCSS Scan Entrypoint Success, proceed to submit report here.

Guide to submit report:

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).

You will receive appointment details via SMS within 48 hours.

If dCSS Scan Entrypoint Fail, proceed to STEP 3.

‍

‍STEP 3

Proceed to Update Satellite Frequency.

Click here for the guide.
Once completed, tune to the impacted channel.

If issue persist, proceed to submit report here.

‍

Guide to submit report:

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).

You will receive appointment details via SMS within 48 hours.

HOW DO I FIND MY TICKET STATUS?

You can track your ticket status by contacting us via WhatsApp or call us at 03-9543 3838.

REFRESH SIGNAL OF YOUR BOX - HD ENABLED BOX

Please ensure to put your box on standby mode to refresh the signal.

a. Using IVR

1. Dial 03-95433838 and select you preferred language.
2. Select Account Related.
3. Select Technical Assistance.
4. Select Refresh Smartcard.

b. Using MyAstro web

STEP 1
Go to https://myastro.astro.com.my/ in your web browser.

STEP 2
Key-in your Email / Mobile number and password. Then, press LOG IN.

STEP 3
Click on TV pack.

STEP 4
Choose Main Room for the Primary Box; else choose Multiroom (If any).

STEP 5
Click on "Refresh" to refresh signal on your box.

For Main Box

For Multiroom

STEP 6
After tap the Refresh, below notification will be displayed as below.

For Main Box

For Multiroom

c. Using MyAstro App

STEP 1
Open myAstro App and click "Login".

STEP 2
Key-in your Email / Mobile number and password. Then, press "LOG IN".

STEP 3
Go to "Account".

STEP 4
Scroll down to "TV pack" and click on it.

STEP 5
Choose Main Room for the Main Box; else choose Multiroom (If any).

STEP 6
Tap on "Refresh" to refresh signal on your box.

For Main Box

For Multiroom

STEP 7
After tap the Refresh, below notification will be displayed as below.

For Main Room

For Multiroom

CHANGE AUTO STANDBY SETTING - HD ENABLED BOX

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Preferences and press "OK".

STEP 3

Navigate to Auto Standby and press "OK".

STEP 4

Navigate to your preferred selection and press “OK”.

STEP 5

Select Yes, continue and then press "OK" to confirm on the changes.

Otherwise, select No, go back to cancel.

WHY AM I SEEING AN EXPIRY DATE ON MY DISNEY+ HOTSTAR APP?

The expiry date is when your current Disney+ Hotstar entitlement ends, except if your Astro subscription is out of contract, in which case this expiry date may not apply to you. For details on your subscription expiry date, please call our Customer Contact Centre or WhatsApp us "DH Help

IS THIS A PRICE INCREASE BY ASTRO?

No, the Service Tax is a tax payable entirely to the Government. Astro acts as a collection agent for the Government.

CAN I REFRESH MY SMARTCARD IN MY ASTRO?

Yes, you can. Go to the Account tab and scroll to "Subscription' section. Select "TV pack', select "Main room' or "Multiroom' and then click the "Refresh' button.

PHONE LINE ISSUE - TIME

Having trouble with your phone line ?
You may proceed to contact below dedicated service provider directly
1 800 1818 18

I RECEIVED A NOTIFICATION THAT MY DISNEY+ HOTSTAR (3-MONTHS PASS) SUBSCRIPTION WILL BE RENEWED, HOWEVER, I DO NOT WANT THE AUTO-RENEWAL; HOW DO I OPT OUT?

You will be notified 30 days before the expiry on the renewal of subscription and can opt out from auto renewal at least (2) days before the auto-renewal date.
If you want to opt out of your auto-renewal for Disney+ Hotstar, please contact our Customer Contact Centre at 03 9543 3838 and speak to one of our customer service executives to change your package according to what suits you best at least two (2) days before the next auto-renewal date. Alternatively, please WhatsApp us at 03 9543 3838 and type "DH Help

3. WHO WILL BE AFFECTED BY THIS CHANGE?

All Astro customers and non-customers who have an Astro ID will no longer be able to log in to our digital platforms using their usernames. Users will experience this change if they currently do not use an email address or mobile number to login, for example: johndoe2023.

WHAT DEVICE(S) DO I NEED TO TAKE WITH ME TO MY NEW HOME?

Please be sure to take your decoder, satellite dish, smartcard, remote control and all other fixtures after dismantling is done by the technician.

IS THERE A 12-MONTH OR 0-MONTH CONTRACT IF I SIGN UP FOR ASTRO FIBRE?

No, Astro Fibre is only available for a 24-month contract period upon sign-up.

WHAT ARE THE DIFFERENT PAYMENT CHANNELS AVAILABLE?

Astro customers can make payments via Auto-debit, WhatsApp,Astro Quick Pay and other authorised payment channels withoutsurcharge for the easiest and fastest way to pay their Astro bills.

‍Bill payments at selected petrolstations, convenience stores, retail/mobile shops, kiosks, and e-Wallets, may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (Razer), ATX, MobilityOne and e-Pay.

The surcharge is imposed by third-party payment collection partners for services rendered.‍

You can refer to all our payment options below. Those marked with ‘*’ will be subject to a surcharge by appointed collection agencies.
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A. HASSLE-FREE METHODS

Auto-Debit:
Click here for step-by-stepinstructions on how to activate auto-debit payment via My Astro Portal.‍

WhatsApp:
Save Astro’s WhatsApp number 03-9543 3838 into your contacts and send “Hi”to us via WhatsApp.
Follow the instructions in the menu to proceed with your payments.

JomPAY:
Look for the JomPAY logo on your latest bill, log into your preferred online banking platform, and submit your payment details.
• Biller Code: 9639 (unique to Astro only)
• Ref-1: <10-digit Astro account number> (E.g. 08XXXXXXXX)

B. ASTRO SELF-SERVICE METHODS

Astro Quick Pay:
Visit pay.astro.com.my.
Just enter your 10-digit Astro Account Number and proceed with theinstructions that follow.

My Astro Portal:
Login to My Astro Portal to conveniently make your payment online.
Select ‘PAY BILL’ and proceed with the instructions that follow.
You can also use this portal to check your billing and payment history.

Channel 200:
Tune into CH200.
Select 'My Account'.
Click on 'Make Payment' and follow the instructions displayed on the screen.
SMS the code shown on your TV to 33777.
Wait for the SMS reply with an attached link to proceed with your payment.

My Astro App:
Download My Astro app (available for FREE on both Google Play & Apple App Store).
Register/Login/Link account and provide a valid email address and mobile number.
Select 'My Account' on the menu bar to view your outstanding balance and click on 'Let’s Pay' to make your bill payments.
You will receive a push notification in your message inbox verifying that your payment has been made, upon successful payment.

C.BANKS

Maybank:
ATM
Online banking
‍Visit maybank2u.com.my for more information.

Public Bank:
ATM
Cash Deposit Machine & Cheque Deposit
Online banking
‍Visit pbebank.com for moreinformation.

Bank Simpanan Nasional:
ATM
Cash Deposit Machine
Online banking
SMS banking
BSN Ejen Bank Berdaftar (EBB)
Over-the-counter payments
‍Visit mybsn.com.my for more information.

Agrobank:
ATM
Online banking
Over-the-counter payments
‍Visit agrobank.com.my for more information.
‍

D. e-WALLETS
A‍TX*
Boost, GoPayz, KelantanPay, Zcity (GEM REWARD), SabahPay, Tapay, GoPay,MerchantTradeMoney, ToneGroup, Elinking, Mpay, Mcash, and other various smaller wallets.

e-Pay*
Touch n Go (TnG), Grab Pay, Shopee, BigPay, True Money

‍E. OTHER METHODS‍

‍Associated Retailers:

RMS (Razer/ MOL)*
7-Eleven, 99 Speedmart, Caring Pharmacy

ATX*
RedONE Shop, Mobile Money, Runcit Hero (telecommunication shops), Parcel Hub (courier shops), Kiosk, DHL

Mobility One*
Kedai D’mart, Happy Mart, Pasaraya Sakan, PusatKomuniti Desa (PKD), Aeon Big and various sundry shops‍

e-Pay*
Petrol stations (Petronas, Shell, BHP, Caltex, Petron), KK Mart, Mydin, MyNews, SenHeng, Hai-O, Giant, TF ValueMart, Billion, Big Pharmacy

I AM CURRENTLY SUBSCRIBING TO BROADBAND NON-DEAL PACKAGE (A LOW REBATE OFFERING), CAN I SWITCH MY PACKAGE TO BROADBAND DEAL?

Yes, switching package is allowed. However, switching package from Non-Deal to Deal bundle will refresh a new 24-month contract.

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.

WHO IS ELIGIBLE TO REGISTER AND CANCEL THE AUTO-DEBIT FACILITY?

Only the account holder is allowed to manage the auto-debit facility. However, a third-party card holder has the right to withdraw their registered card from the linked-account with proper validation.

PLEASE INSERT THE CORRECT ASTRO SIM CARD WITH THE ARROW FACING DOWN. (CA 2)

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.

IS ASTRO FIRST CHANNELS FREE TO CUSTOMER?

No, Astro First movies/series are available as Per-per-view basis. Pricing is indicated on each of the programme posters. All prices are subjected to 6% service tax.

DOES THIS MEAN THAT I MUST PAY MORE FOR MY ASTRO SERVICE FROM MARCH 2024 ONWARDS?

Payment for Astro services will not increase. However, the Service Tax applicable will be increased from 6% to 8% and this will result in an increase in the total amount payable.

PLEASE INSERT THE CORRECT ASTRO SMART CARD WITH THE ARROW FACING UP (S2) - HD ENABLED BOX

STEP 1
Switch off the power for your box and make sure that the adapter's power light is off.
STEP 2
Locate the Smartcard at the front or right side and gently pull it out make sure that the adapter's power light is off.
STEP 3
Wipe the Smartcard's gold chip clean using a dry soft cloth.
STEP 4
Make sure the gold chip is facing upwards 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 in our Feedback Form and attach a picture of your General tab of the STB Diagnostics for assistance.

I WOULD LIKE TO CHANGE THE NETFLIX ACCOUNT LINKED TO MY ASTRO PACK. WHAT SHOULD I DO?

Please visit http://help.netflix.com to call or start a live chat with Netflix's customer support agents. You will be assisted to unlink your Netflix account from your Astro subscription. After the process, you may link another Netflix account to your Astro subscription.

I HAVE SUBSCRIBED TO MULTIROOM (SMART TV), HOW DO I FIND THE APP ON MY SMART TV?

1) Download the Astro app from the app store available on your Smart TV.
2) Follow the steps below depending on your Smart TV brand.

WHAT CAN I USE MY ACCOUNT NUMBER FOR?

Your account number will be used to identify/verify you for all After Sales-Services. You may also use your mobile number/ Astro smart card number/ NRIC number or Astro Box number.

HOW DO I VIEW MY CURRENT SUBSCRIPTION/THE CHANNELS AND PACKAGES THAT I CURRENTLY AM SUBSCRIBED TO?

1. Tune to channel 200 - select on "MyAccount"

2. Select "View Channel Listing" and press "OK".

DELETE PROFILE

STEP 1
On your remote, press the Home button and the Home Page will be displayed on your screen.

STEP 2
Navigate to Profile.

STEP 3
The Profile Selection Screen will be displayed.

STEP 4
Navigate to Edit Profile.

STEP 5
Choose a profile to edit.

STEP 6
Navigate to Delete Profile.

STEP 7
Click Confirm to delete your profile.

STEP 8
The deleted profile will be removed from the Profile Selection Screen.

IS DISNEY+ HOTSTAR AVAILABLE ON ASTRO GO?

Disney+ Hotstar is available to Astro customers on the Disney+ Hotstar app on Android and iOS devices and website (DisneyPlusHotstar.my) which is accessible on tablets and connected TVs. Unfortunately, Disney+ Hotstar is not available on Astro GO. However, customers can enjoy it on the big screen via the Ultra or Ulti Box.

WHAT DO I DO IF I'M HAVING TROUBLE WATCHING NETFLIX ON THE ULTRA/ULTI BOX?

Please contact Astro Customer Call Center via 03-95433838

WHAT ARE THE 4K UHD CHANNELS THAT ASTRO MULTIROOM (SMART TV) CUSTOMERS CAN WATCH?

Starting 12 December 2023, Multiroom Smart TV app customers can enjoy two 4K Ultra HD (4K UHD) channels, namely CH549 Love Nature and CH805 Astro SuperSport. “Love Nature” is available to all customers regardless of their subscribed TV Pack. It celebrates the complexity of life on earth, presenting nature stories in stunning detail and colours.

Additionally, “Astro SuperSport” is only available to customers on the Sports, Sports Plus, Premium 1, Premium 2, Premium 4, Platinum Lite and Platinum Packs. This channel showcases a variety of sporting events, selected to appeal to the Malaysian viewing audience.

TEST SATELLITE FREQUENCY- HD ENABLED BOX

STEP 1
On your remote, press the HOME button.
‍
STEP 2
Navigate to Update Satellite Frequency and press “OK”.
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STEP 3
Choose Test Satellite Frequency and press “OK”.
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STEP 4
Select Yes, continue and press "OK" to start the test.
Otherwise, select No, go back to cancel.
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STEP 5
Satellite Frequency Test progress screen will be displayed.
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STEP 6
The test result will be displayed once completed.
Press "OK" to go back to channel.

MODEM NO POWER - ALLO

1. Ensure power cable is connected tightly.
2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.
3. If the issue persists, submit your feedback form for further assistance.

HOW WILL ADVERTISEMENTS ON ASTRO GO CHANGE MY VIEWING EXPERIENCE?

When playing content from the Video On Demand library, a 15-second or 30-second video advertisement(s) will be shown before the On Demand programme starts. All advertisements will display a countdown to indicate the time remaining on the advertisement(s) and will not be skippable.

To find out more information on Astro GO advertising, please click here.

CAN I WATCH CHANNELS / SHOWS I'M SUBSCRIBED TO USING THE MY ASTRO?

Unfortunately, you can't. My Astro is an easy-to-use, free mobile phone app and responsive web portal that helps Astro customers manage their Astro accounts. Astro customers can watch their favourite shows anytime, anywhere using the Astro GO app which is included in their subscription.

BLANK SCREEN / NO VIDEO / BLUE SCREEN / NO SIGNAL - HD ENABLED BOX

STEP 1
Switch off the power for your box and make sure that the adapter's power light is off.
STEP 2A
Unplug the HDMI cable from your box and plug it back in securely. Do select the correct TV input.
STEP 2B
If you are connecting using RCA cable, please unplug the RCA 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 remain, replace to another HDMI cable.
If no improvement seen, please submit the issue in our Feedback Form and attach a picture of your smart card number for assistance.

I AM AN EXISTING SPORTS CUSTOMER. WILL I GET FREE ACCESS TO LIGA MALAYSIA?

Yes. As a Sports Pack customer, you will get access to Liga Malaysia as well as a variety of local and international sporting events as part of your subscription.

LNB SETUP - 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 Satellite Settings and press “OK”.
STEP 4
Navigate to LNB Setup and press “OK”.
STEP 5
Tuner Settings screen will be displayed accordingly.
STEP 6
Select LNB Type connected to your box.
Ultra Box available selection
Ulti Box available selection
STEP 7
Navigate to Next and press "OK" to confirm your selection.
STEP 8
Select this as the Entry Point and press "OK" to confirm your selection.
STEP 9
Navigate to Next and press "OK" to confirm your selection.
STEP 10
Signal reading results for Tuner 1 screen will be displayed accordingly.
Press right to navigate to Tuner 2.
STEP 11
Signal reading results screen for Tuner 2 will be displayed.
Then navigate to Finish and press "OK" to complete the setup.
Type image caption here (optional)

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.

WHERE CAN I GET MORE INFORMATION ABOUT THE ONE-TIME BILL ADJUSTMENT?

Please refer to these FAQs for more information.

WHAT IS THE DIFFERENCE BETWEEN MULTIROOM (ASTRO BOX) AND MULTIROOM (SMART TV)?

Multiroom (Astro Box) requires an Astro box to be setup and can be accessed through the regular satellite feed or streaming on home Wi-Fi. Meanwhile, the Multiroom (Smart TV) only requires a Smart TV and no installation needed. Customers can download the Astro app on the Smart TV and connect to home Wi-Fi to stream.

WHAT WILL HAPPEN TO MY DISNEY+ HOTSTAR ACCESS IF MY ASTRO SERVICE IS TERMINATED?

Unfortunately, your Disney+ Hotstar access with Astro will be terminated as well.

CAN I RESCHEDULE THE TECHNICAL VISIT APPOINTMENT?

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

AM I ELIGIBLE FOR THE ASTRO REWARDS?

Astro Rewards is open to all *Active Astro PayTV customers and their immediate family members
* "Active Astro customer" refers to subscriber of the Astro Service and whose account is current and active with no outstanding payments due and owing to Astro 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 as at the date of winner notification. Winners must remain active Astro customers until the date of collection of prizes.

WHERE DO I VIEW MY PAYMENT HISTORY?

(i) Head over to My Astro Portal and go to 'Bill & Payment'. Click on 'Payment History'
(ii) Contact us via one of these platforms. Please ensure you include your Astro Account Number.

UNLOCK CHANNEL - ULTRA BOX / ULTI BOX

STEP 1
On your remote, press the ... button and the Channel Guide page will be displayed on your screen.
STEP 2
Select the channel you would like to unlock and press "OK".
STEP 3
Select "Unlock Channel" and press "OK".
STEP 4
Enter the PIN to unblock the channel.
STEP 5
You are successfully unlocked the channel when this screen appears.