You will be able to enjoy all the content on WeTV via your Ultra/Ulti Box,

wetv.vip

and the WeTV mobile app immediately upon successful purchase from the Astro website. Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription.

1. Open/Download the My Astro app or visit My Astro web.

2. Login with your Astro ID.

3. Go to Account.

4. Under Billing, tap on e-Invoice.

5. Toggle the button to enable the e-Invoice, fill in the require details and tap 'Submit'.

6. Tap 'Confirm'.

7. Select 'Approve' to update e-invoice.

8. A successful notification will be displayed.

Upgrade to Sun NXT Premium via www.astro.com.my/sunnxt or the MyAstro app. For further assistance, contact our customer service at 03-9543 3838.

STEP 1

Try to change channels on your Astro remote. Check the LED light.
If the LED is blinking 3 times or if it is not blinking, replace the batteries and proceed to STEP 2.
Otherwise, if the LED is blinking 1 time, your remote is working fine, let's proceed to STEP 3.

STEP 2

Check if you can change channels using your Astro remote control. You should no longer be experiencing this problem if is a battery issue.
If issue remain after batteries replacement, proceed to STEP 3.

STEP 3

You need to refresh the box setting manually from the box front panel.
Refer to Refresh Box setting (Clear NVRAM) - Ultra / Ulti Box.
If issue persist, please submit the issue on our Feedback Form.

Yes, you can! Kindly refer to the step above and log in with your Simply South details. However, kindly take note if you are interested to enjoy Astro’s exclusive pricing, you would need to discontinue your current Simply South subscription and resubscribe with Astro by sending us a WhatsApp message, “Hi” to 03-9543 3838.

Yes, customers who have upgraded their packages or reconnected their Astro service in February 2024 will be charged with 8% Service Tax from 1st March 2024, for services period on or after 1st March 2024.

The Ultra Box is Astro's latest generation of 4K UHD enabled box with Cloud recording feature, redesigned new interface, and UHD resolution. Just connect the all-new Ultra Box to the internet and take control of your entertainment and explore over 100,000 videos that are waiting to be streamed, anytime. With the ability to record as many shows as you want simultaneously.

The new interface on Astro Ultra Box offers an enhanced viewing experience with a brand-new look and feel with features such as:

· New Home Screen - Everything you see is yours

· Discover VOD - Discover 100k videos, stream anytime, anywhere including in 4K UHD

· Search - Search faster and easier

· Play from Start - You missed the start? Just restart

· Stop Here, Continue There - Stop on one screen and continue on another device

· Multi-Screen - Stream seamlessly across any device

· Cloud Recording - Record all the programmes you want at the same time

. **Continuous viewing - Enable to continue watching your favorite shows during raining

Note: ** Except 4K UHD, Astro First and all radio channels

Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.

Astro sends regular payment reminders to customers via SMS until their current charges have been paid. However, we encourage customers to pay their bill as soon as possible to avoid disconnection of Astro service. Please reach out to us here if you require more information about payment reminders or to change your contact details.

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

Select Diagnostics and press "OK".

STEP 5

Select Diagnostics and press "OK". Signal reading will be displayed. Navigate to "Done" and press "OK" to complete the diagnostics.

You may contact Astro's Customer Service by:

1. Submitting a feedback form here: https://support.astro.com.my/feedback-form

1. Reaching out to us via WhatsApp by typing "Hi" at 03-95433838 for assistance

Yes, you may return Astro equipment even after being charged for the box fee. You can choose either to opt for:

1. At-Home Collection: Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.
2. Self-drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box and drop the parcel off at any of our listed courier partner branch.

After successfully returning the box, Astro will proceed to waive off the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse. However, if you’ve made the payment, we will proceed with the refund to your registered credit card or to your account.

You may manage your Multiroom (Smart TV) subscription via My Astro app. Download here or on your App Store or Google Play Store.

1. Ensure Modem/Router are connected tightly to the power socket.

2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.

3. If issue persists, submit your Feedback Form for further assistance.

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.

Sun NXT offers content in six different languages: Tamil, Telugu, Malayalam, Kannada, Bengali, and Marathi.

1. Open/Download the My Astro app or visit My Astro web.

2. Login with your Astro ID.

3. Go to Account.

4. Under Billing, tap on Auto Debit.

5. Tap on 'Remove'.

6. Tap on 'Confirm' to remove the card.

7. Your registered card removed .

If you are currently receiving a paper bill, your billing delivery method will automatically switch to e-bill once your e-invoice request is accepted. This also means you'll be saving RM10 on paper bill fees. Please ensure that your email address is accurate.

Click here

if you wish to update your contact details.

STEP 1
Check the Audio settings on your box and set to Auto.
Refer guide to change Set HDMI Audio.

STEP 2
If issue persist, check if there is any 3rd party device (sound system/hdmi splitter) connected between box and TV.

STEP 3
If using 3rd party devices, bypass/remove 3rd party device and make sure HDMI cable connected directly from box to TV.

STEP 4
If issue persist, connect to Live Agent via WhatsApp for help.

If you do not remember any of these details, you may follow the steps below:

• Step 1: Visit https://id.astro.com.my/ and click on "Forgot Astro ID?"
• Step 2: Enter your Account / Smartcard Number. If you do not know where to find it, click on “Where to find your Account/ Smartcard Number”

Note: Only Astro customers whose Astro ID is linked to their subscription can retrieve their Astro ID using this method. Otherwise, you will need to create a new account.

Only Astro customers with the Sports subscription as part of their Astro TV Pack (Bundle or add-on) will be able to enjoy the beIN SPORTS CONNECT app on their Ultra/Ulti Box.

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

f you decide to switch your existing Asian Favourites selection to Viu Premium, your current
selection will no longer be valid. This means that you will no longer be able to access any
channels or apps that is part of your current selection.

However, if you wish to remain with your existing Asian Favourites selection and enjoy Viu
Premium, please refer to Q8.

If you see either of these error messages below as in the image, it means your account has been temporarily locked after 3-time trial for security reasons. To resolve this issue and reset your account, please call Prime Video support team directly at

+1-206-577-1364

or

1-206-577-1364.

They’ll help you verify your identity and restore access.

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.

After successfully adding ZEE5 Premium to your bill, follow the simple steps below to stream ZEE5 on your Ultra/Ulti Box:

Step 1: Go to your Astro Home Page and click “ZEE5” under the Apps rail
Step 2: Scan the QR code on screen with your mobile device
Step 3: Log in with an existing ZEE5 ID or sign up for a new account. Then, enter the activation code displayed on your TV screen into the ZEE5 mobile app.
Step 4: Now, enjoy streaming ZEE5 on your Ultra/Ulti Box!
Please ensure that the email address used to log in to the app is the same one used to purchase your ZEE5 premium subscription.

“If your Astro box displays an error message on your TV that says:
"HDCP copy protection failed. Please ensure that your TV and HDMI cable are HDCP approved (60)"
Error code: 60

Try the troubleshooting steps below:


STEP 1
Switch off the power of your box and make sure that the adapter’s power light is off.

STEP 2
Unplug the HDMI cable from your TV and plug it back in securely to other available HDMI port.

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. Do select the correct TV input.
You should no longer be experiencing this problem.

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

You must subscribe to an Astro subscription (NJOI customers are not eligible) in order to get the Ulti Box.

The eligibility criteria for the Ulti Box are as follows:

New Customers

All new Astro customers with a monthly subscription fee of below RM100 will be entitled to select the Ulti Box upon signing up for Astro’s packages.

Existing Customers (Box Upgrade for Primary or Multiroom)

Existing customers are required to have an internet connection at home with a recommended internet speed of 10Mbps and above in order to upgrade your existing box to Ulti Box.

Note:

· Existing Ultra Box customers are not eligible for a swap to the Ulti Box.

· If your existing box is a PVR, you will lose access to all the recordings stored in the PVR

Multiroom (New subscription)

Customers subscribing for an additional multiroom subscription are entitled to select the Ulti Box as part of the subscription.

Yes, you have the option to transfer the credit balance to another active Astro account. It will be considered as payment to that account and is subject to Astro's terms & conditions.

STEP 1

Switch OFF the power of your Ultra / Ulti box and make sure that the adapter's power light is off.

STEP 2

Switch ON the power of your Ultra / Ulti box and make sure that the adapter's power light is on.

STEP 3

On your remote control, press the Home or Standby button repeatedly until the Startup Options appear on TV.

STEP 4
Press "987" to proceed.
Advanced Startup Options will be displayed.

STEP 5
Press "1" to initiate a reset setting.

STEP 6
Press "OK" to continue.

STEP 7
After the factory setting is restored, TV will turn blank.
Please wait until the box completes initiate setup.

STEP 8
Once completed, the following screen will appear on your TV.
Refer to Installation Setup guide to complete the setup.

Click here to follow New Installation Settings guide for Satellite
Click here to follow New Installation Settings guide for Plug and Play

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you'll love.

Astro customers with an internet-connected Ultra Box or Ulti Box can access the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website.

You may switch to E-mail Billing or Paper bills to be notified of your bill and make payment. Kindly note that if you select to have Paper Bills, you will be charged a RM10 fee per bill.

Once your 12-month contract period ends, you will continue to enjoy your Astro X3 Pack at the same monthly subscription fee as your per your initial plan, subject to Astro's prevailing terms and conditions and any future changes communicated in advance. There will be no price change upon contract expiry. Pricing is as outlined below.

Note: All prices quoted are excluding SST

To enjoy full premium access, simply add RM10 to upgrade your Sun NXT Lite subscription to
Sun NXT Premium.

No, you will not be able to manage your account with the Astro Fibre App. However, you may download the “MyAstro” app on your mobile device now to manage your Astro account in a fast and easy way.

Yes, your information will still be available in the HBO Max app if you choose to resubscribe directly to HBO Max through

www.hbomax.com

. To keep your preferences and account settings, ensure you use the same email address when you resubscribe.

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

If you don't know your HBO Max password, you can reset it. You need to have access to your account email to reset your password:

1. Do one of the following:
   • On the HBO Max sign-in screen, choose Forgot Password?
   • Go to hbomax.com/forgot-password.
2. Enter your HBO Max (or HBO Max) account email and choose Submit. Forgot your account email?
3. Check your inbox for a HBO Max Password Reset email. This email should arrive within a few minutes.
4. Open the most recent Password Reset email and choose Reset Your Password.
5. Enter a new password and choose Save.

Now, sign in with your account email and your new password.If you don't get a HBO Max Password Reset email, go to Can't reset password.

Kindly refer to the steps below to log in:

STEP 1

Click on the Disney+ app logo under the Apps rail on your Home page

STEP 2

Select Log In

STEP 3

Scan the QR code or visit the website on screen to log in

STEP 4

Key in the on-screen code to pair your TV

STEP 5

Enter your email address or mobile number associated with your Disney+ subscription

STEP 6

Select whether you want your OTP to be sent to your email address or mobile number

STEP 7

Key in your OTP

STEP 8

Review and agree to the Disney+ terms

Only applicable to first time log in to Disney+ after the app migration

STEP 9

Create your user profiles

Only applicable to first time log in to Disney+ after the app migration

STEP 10

Select your user profile on your TV screen to start watching

After termination of Astro subscription, customer will be given two options of returning the Astro Box and SIM Card. The options available are:

a. At-Home Collection:

- Peninsular Malaysia customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a Flyers Pack provided by the appointed courier agent during collection.

- East Malaysia customers may hand over the Ultra Box or Ulti Box and SIM Card directly to pur appointed technician during collection.

OR

b. Self Drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box.

- Peninsular Malaysia customers may drop the parcel off at any City-Link branch.

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

- East Malaysia customers may drop the parcell at any City-Link Branches listed below:

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Settings and press "OK".

STEP 3

Navigate to Display and press "OK".

STEP 4

Navigate to TV Settings and press "OK".

STEP 5

Navigate to Conversion for 4:3 Input Video, select your preferred selection and press “OK”.

STEP 6

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

Otherwise, select No, go back to cancel.

STEP 1

Choose your language preferences for both Menu Language and Info Language. Then, press "OK".

STEP 2

Select you box operating mode and press "OK".

STEP 3

Select the resolution supports by your TV and press "OK".

STEP 4

Press "OK" to proceed to the next screen.

STEP 5

Please select the LNB type and press "OK".

STEP 6

Select this as the Entry Point and press "OK" to confirm your selection.

STEP 7

Signal reading results for Tuner 1 and Tuner 2 screen will be displayed. Then, press "OK" to proceed to next screen.

STEP 8

Select Yes, continue and press "OK" to connect to Wi-Fi network.

STEP 9

Please wait while the box scanning for the available Wi-Fi network.

STEP 10

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

STEP 11

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

STEP 12

You are successfully connected when this screen appears.

If you receive this error message while activating Astro Smart TV, please follow the steps below:

1. Ensure that you have entered the sign-in code exactly as displayed on your TV screen.

• The code must be exactly 8 characters long.
• Do not enter fewer or more than 8 characters.

2. Check the code carefully before submitting.

• The activation code can be entered in uppercase or lowercase.
• The code will be accepted with or without dashes (-), as long as the characters entered are correct.

3. If the issue persists

• Refresh the activation screen on your Smart TV to generate a new code and try again.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
This will help our support team investigate and assist you further.

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.

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Preferences and press "OK".

STEP 3

Navigate to Language and press "OK".

STEP 4

Choose your language preferences and press "OK".

STEP 5

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

Otherwise, select No, go back to cancel.

Yes, subtitles are available in various languages including English, Malay, Chinese (Simplified & Traditional) etc.

To enable this feature, click on the subtitles selection option at the bottom right corner of the video player, then click on the language you desire.

When Band Steering is enabled, only one SSID network name with one password is available. Example:

i. SSID: SSID, Password: 12345678

Multiroom (Astro Box) requires an Astro box to be set up 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 is needed. Customers can download the Astro Smart TV app on the Smart TV to stream.

If you have NOT made any changes to your Astro pack on or after 9th November 2021, you can enjoy up to four (4) concurrent streams on Astro GO anywhere, anytime. However, if you have Astro GO+ as part of your subscription, you will be upgraded to four (4) concurrent streams.