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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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

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

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

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

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.

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.

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.

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.

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.

Yes, penalty fee of RM200/Mesh WiFi will be imposed if customer fails to return the device(s). The courier company would make two attempts to retrieve the Mesh WiFi unit within a period of 30 days, failing which the penalty would be imposed.

No, there is no penalty or switching fee if you decide to cancel your Multiroom (Smart TV) subscription.

Any Astro GO compatible device (mobile/tablet/PC) and Multiroom Smart TV* compatible TVs will benefit from Astro GO+. 

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

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.

Starting 9 November 2021, you will need to subscribe to the new packages to add on Multiroom to your subscription. Your new package will require a minimum primary subscription fee of RM100.

This is to ensure our customers receive the best possible attention and service via our new packages. We thank you for your understanding.

You will need to have an Astro subscription before you can subscribe to Disney+ Hotstar as an add-on service via Astro or enjoy any Astro bundle promotions. Please click here to subscribe to our Movies, Premium 1, Premium 3 or Platinum Pack to enjoy all your favourite Global and Malaysian hits for even better value and savings!

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.

No additional fees will be charged upon your relocation. However, you are required to notify Astro of your move. Please refer to Astro's General T&Cs for more information.

You may utilise your credit balance to offset future billing on your Astro account, or contact us here for further enquiries.

Want to return or recycle your satellite TV devices? It's simple and free!

Here's what you can do with your unused satellite TV devices:

If you have an Ultra or Ulti Box, you may:

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 Astro agents.

Step 2: Just sit back and relax! Our courier partner, Citylink will come to your doorstep, dismantle the satellite dish for you and retrieve the devices.

 2. Return your device to us via Dropoff:

Step 1: Please gather your device(s) and click here to find a Customer Service Centre (CSC) or Astro Authorised Retailer (AAR) near you.

Step 2: Don't worry, it's free! Simply walk in during opening hours and hand over the device(s) to one of our Astro agents.

Note: An installer's visit is required to dismantle your satellite dish. However, if you have a Box or other satellite TV devices at home that do not require dismantling, you may walk into any of our authorised dealers and hand them over to the agent.

If your Satellite TV device is NOT an Ultra or Ulti Box, you may:

1)   Recycle your device:

For all Ultra or Ulti Boxes, please return them to Astro via drop-off at a CSC or AAR near you or schedule a pick-up appointment via 03-9543 3838.

For other older Boxes or Satellite TV devices, you are required to discard them only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

Note: Upon termination of your Astro service, all Ultra and Ulti Box customers are required to return their devices to Astro. Failure to do so within 14 days of termination may incur a fee of RM100 (not inclusive of Govt. Tax). For customers on all other boxes, please discard your box only at registered collection centres to ensure we all play our part in protecting the environment.

Frequently Asked Questions

Arranged Pick-Ups

1) I missed the pickup appointment; what do I do now?

Our agent will make two attempts to retrieve the device(s) and dismantle your satellite dish within a period of 14 days, failing which the penalty of RM100 (not inclusive of Govt. tax) would be imposed.

2) Can I reschedule my pickup date?

Yes! Please call Astro's Contact Centre at 03-9543 3838 to reschedule your pickup date.

3) My old devices do not require dismantling; do I have to pack them before handing them over to the delivery agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the delivery agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

4) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is get your device(s)ready before the Astro agent arrives to ensure a smooth handover process.

5) I have an old/unused satellite dish at my home and I am not an Astro customer; can I still schedule an installer visit to dismantle and return it?  

Yes! Not to worry, you can still schedule an installer visit to dismantle the satellite dish from your home.

Drop-offs

1) Do I have to pack my device(s) before handing it over to the Astro agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

2) There are no Customer Service Centre (CSCs) or Astro Authorised Retailers (AARs) near me; what do I do now?

Please opt for courier pick-up if there are no CSCs or AARs near you. Call 03-9543 3838 now to schedule a pick-up appointment by one of our courier partners if you are holding an Ultra or Ulti Box For non-Ultra or Ulti boxes, you may recycle your box at a registered collection center. Click here to find a registered collection center near you.

3) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is hand the device(s)over to the agent and you're done! You will also receive an acknowledgment slip after successful handover.

4) I found my Box and Smart card, however, the cable(s) that came with it is lost; will there be any penalty fees?

No, please return your old Plug & Play Boxes and Smartcard. There will be no penalty fees if the cable is damaged or lost.

Recycle via Registered Collection Centres

For all recycling-related questions, please click here.

Still Need a Hand?

Not to worry, we are only a phone call or a message away! Call or WhatsApp our Customer Contact Centre at 03-9543 3838 and an Astro agent will be available to assist you immediately.

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    

From General Tab, look at the Smart Card No for the smartcard number.

STEP 5    

Take look at the Set Top Box Serial Number for the box serial number.

You may manage all your Astro subscriptions via My Astro app. Download here or on your App Store or Google Play Store.

In support of the environment, customers are encouraged to opt for bill statements delivered for free via email or SMS for better savings as the Paper Bill Charge will be revised from RM7.00 to RM10.00 per bill/month, starting 1st August 2022. The Paper Bill Charge will be waived for customers who opt for e-Billing as their preferred bill delivery method.

Refund can only be made by the registered Astro account holders.

However, if you would like to request refunds on behalf of the account holder, you may do so by providing the supporting documents (e.g.: authorization  letter, death certificate, 3rd party NRIC copy).

Non-standard Broadband installation covers the scenario where additional cables and drilling is required to complete your Astro & Broadband installation or by installing the cable in the walls/ceilings. There are additional fees applied for the additional requirements as follows:

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.

No, you will not be automatically switched to the new pricing. To perform a manual switch, please contact us at 03-9543 3838.

No, Astro & Broadband with Maxis/Allo comes in bundle packages only.

Standalone broadband subscription is only applicable to our Astro Fibre service.

If you accidently clicked “delete my account” on the Astro Fibre app, you will bedirected to submit a request via Feedback Form as the image below.

If you submit a request, our Astro representative will get back to you within 3 business days to learn more about the issue(s) you are currently facing with the app. Customers may proceed to permanently delete their account during the call if they wish. Once complete, your Astro ID will be deleted and you will be unlinked from all Astro apps and services including partner apps that are associated with your Astro ID including Astro GO, My Astro, Astro Awani, Syok, beIN SPORTS CONNECT, iQIYI, TVBAnywhere+,HBO GO, Gempak, XUAN, Astro Ulagam etc.

You may create another Astro ID by following the steps here and re-link your new account to all Astro apps and services, including partner apps.

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 blue port at Cisco 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://192.168.1.1 and below page will appear.

4. Type the Username and Password as below. Then click OK. (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.

i. On the setup page, click the Wireless tab then click on the Basic Wireless Settings sub-tab.

ii. On the Configuration View section, click the Manual radio button. Choosing the Manual setup will allow you to adjust your wireless channel according to your preference.

iii. Leave the Channel Width set to 20MHz Only.

iv. Click the drop-down arrow for Channel, then select your desired channel.

Choose between 1 until 11 (Suggested 1,6,11).

v. Click Save Settings to apply your changes. Router will auto reboot and connection re-establish after few minutes.

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.

1. Tune to channel 200 on your Astro box and wait for a few seconds. By default, the selector will be on Packs. Press up/down to select your preferable pack, and press "OK"

2. Select the option for Monthly Subscription

3. Send the WhatsApp code as per displayed on the TV screen

We are always updating the Multiroom (Smart TV) app to ensure our customers get to enjoy the best entertainment experience. We will keep you posted if you are able to enjoy more 4K UHD channels in the future!

Not all shows/channels will be available on Astro GO as this depends on contractual rights with specific guidelines on the entitlement of these shows/channels and what you have as a part of your subscription. 

Below are channels that are not available on Astro GO:

1. TV3
2. TAYANGAN HEBAT HD
3. ART
4. NTV7
5. 8TV
6. TV9
7. VELLITHIRAI
8. AWESOME TV
9. STAR CHINESE CHANNEL
10. ARABIC RADIO & TV VARIETY
11. NJOI TV
12. NHK WORLD HD
13. FX HD
14. ASTRO BEST / FIRSTCHANNELS

Please be assured that Astro is continuously working on getting more content available on Astro GO.

The different light colours on your Astro Ultra Box or Ulti Box informs you on the phase the box is going through.

‍

1. Ultra Box magenta light / Ulti Box purple light - Your box is turned "On". ‍

Press the Home button to launch Video On Demand and stream anytime or press channel number on your remote.

‍

2. Ultra Box / Ulti Box orange light - Your box is on "Standby" mode.

Your box is ready to be turned "On" or leave it in this mode to receive new software updates.

3. Ultra Box / Ulti Box blinking orange light - Your box is booting up.

Please wait a few minutes for the box to start.

‍

4. Ultra Box / Ulti box blinking blue light - Your box is downloading a software update.

Please wait a few minutes for the download to complete.

You can proceed with below troubleshooting if the weather is good. Ortherwise, 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 go to WhatsApp to receive further help.
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 attach a picture of your General tab of the STB Diagnostics for assistance.

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

About the WeTV app

1. What is WeTV?

WeTV is a global video on demand and over-the-top streaming service, providing the best premium entertainment including Chinese, Indonesian, Korean, Thai, Japanese and Malaysian series and movies to fans of Asian entertainment.

2. Can I stream WeTV for free on my Ultra/Ulti Box?

All Ultra/Ulti Box customers may watch selected WeTV titles for free on their Astro Box.

Simply follow these steps:

Step 1: Go to your Ultra/Ulti Box Home Page and select “WeTV” under the Apps rail

Step 2: Click play on any non-VIP titles/episodes and start streaming!

Note: No login is required to stream free content on WeTV.

3. How can Astro customers enjoy WeTV?

Astro customers can subscribe to WeTV VIP via Astro as an add-to-bill service for only RM10.50/month (RRP RM11.90) to enjoy the app on their big screen TV via the Ultra/Ulti Box, wetv.vip or on the go with the WeTV mobile app which is available on Android and iOS devices.

For more details on the WeTV VIP Membership, please refer to Q12 - Q17.
 

4. How do I subscribe to WeTV VIP via Astro?

All new and existing Astro TV customers can subscribe to WeTV VIP for only RM10.50/month by following the steps below:

Step 1: Go to www.astro.com.my/WeTV and select “Get WeTV now”

Step 2: Log in with your Astro ID

Step 3: Key in your mobile number and proceed to add WeTV to your bill

Step 4: Once you have validated your mobile number via the OTP code, you will be able to enjoy VIP-exclusive shows on WeTV!

5. How do I access WeTV VIP on my Ultra/Ulti Box?

After completing the subscription process in Q4, follow the simple steps below to access WeTV VIP on your Ultra/Ulti Box:

Step 1: Go to your Ultra/Ulti Box Home Page and select "WeTV" under the Apps rail

Step 2: Click "Log in" and scan the QR code on your TV with your mobile device to download/launch the WeTV app

Step 3: On your mobile device, create a new account or log in using your registered mobile number and click "Login Authorization" to pair your device to your TV

Step 4: Once pairing is complete, please press the back button on your remote to start enjoying VIP-exclusive shows!

Important note: Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription. Email login is not applicable for Astro Billing WeTV VIP customers.

*We highly encourage our customers to only use their device’s built-in camera to scan the QR code if available. Alternatively, only use QR code scanner apps that are from a trusted 3rd party provider. By using an untrusted QR code scanner app, you assume all responsibility for any damages or losses that may occur.

6. I already have a WeTV subscription, what will happen if I use the same mobile number to subscribe to WeTV VIP via Astro?

If you already have a WeTV subscription, you are allowed to subscribe to WeTV VIP with the same mobile number via Astro; however, your existing account will continue to run until you manually cancel it. With two active subscriptions with the same mobile number, your subscriptions will be added on top of your existing account and you will be charged twice on two separate accounts.

7. Can I access the WeTV app outside of Malaysia?

Yes, you will still be able to access the WeTV app and stream your favourite content outside of Malaysia. However, kindly be informed that this will be subject to content availability in the specific regions.

8. Can I download content on the WeTV app for offline viewing?

Yes, you can download WeTV's content on your device for offline viewing if you have subscribed to WeTV VIP. This feature is not available if you are not a VIP member. However, kindly note that some content is subjected to copyright which disables the download function on those selected videos.

9. What is the storage requirement for content downloading?

The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.

10. How many devices can I use to stream WeTV at the same time?

You can access your WeTV VIP account on up to 2 devices at a time, including your Ultra/Ulti Box. To ensure a smoother streaming experience, please sign out from any unused devices.

11. Are there any subtitles available for the content on WeTV?

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.

WeTV VIP Subscription

12. What is a WeTV VIP subscription?

WeTV offers a wide range of hot and exclusive content in advance for WeTV VIP members, which includes WeTV Originals, series, dramas and many more. With a VIP subscription, you can also enjoy all these exciting content with the ability to skip advertisements to stream without interference and watch your favourite shows on two devices at the same time!

VIP membership privileges:

1. Premium Content on WeTV only

2. Enjoy VIP content on two devices at the same time

3. Watch the content in advance before anyone else!

13. 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.

14. How much does a WeTV VIP subscription via Astro cost?

Astro customers can enjoy a special offer of RM10.50/month (RRP RM11.90/month) when they subscribe to WeTV VIP via Astro.

Note to CCC: Employee/Ex Employee/Courtesy Board Members will also enjoy the same pricing at RM10.50/month.

15. When can I start enjoying my WeTV VIP subscription?

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.

16. How do I cancel my WeTV VIP subscription?

You can cancel your WeTV VIP subscription via WeTV’s official website or mobile app.

Kindly note that we will not be able to offer a refund if you do decide to leave the WeTV app before your subscription period ends.

17. Will there be any penalty fees if I cancel my WeTV VIP subscription?

No, your subscription will be terminated at the end of your Astro billing date. Until then, you will still be able to access your WeTV VIP account.

App Issues

18. Who may I contact if I encounter any problems with the WeTV app?

If you require any assistance with the app, you may:

1. Visit the WeTV official Facebook Page for more information: WeTV Malaysia - Home | Facebook; or

2. Drop the WeTV team a message via Facebook chat here

If you encounter any issues with your Astro billing and entitlement, you may contact our Customer Service by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or

2. Reaching to us via WhatsApp by typing "Hi"at 03-9543 3838

19. Will my personal information be protected?

Yes, Astro is bounded by the PDPA. All information received will be used in accordance with our Privacy Notice

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 Wi-Fi

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.
   
    i) 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.
   
   ii) 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 Wi-Fi signals to penetrate.
   
   iii) 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, Wi-Fi 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, Wi-Fi routers, satellites, cell towers, and more.
   
   Although Wi-Fi 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:
   i) Microwaves
   ii) Bluetooth Devices
   iii) Cordless Phone
    

3.  Surrounding Wi-Fi signals
   A truth of the modern world is that every household has their own Wi-Fi 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.

We have discontinued offering the PVR box to our customers. You may opt to take up our latest 4K UHD supported Ultra Box instead. For more information, visit https://product.astro.com.my/box.

Alternatively, you may reach out to us at 03-7481 8000 for further enquiries or to sign up for the Ultra Box.

STEP 1
On your remote, press the Home button and the home menu 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 Name.



STEP 7
Enter your new Profile Name, navigate to DONE and press "OK".



STEP 8
Your new profile name will be shown in the Profile Selection Screen.


 

New and existing Astro customers will enjoy rebates up to RM39/month for 24 months when they subscribe to selected Astro Fibre TV bundles and a FREE speed upgrade for all customers who subscribe within the promotion period.
 

Please follow the steps below to verify your Astro ID:

 

No, the Astro Fibre App is available for Astro Fibre customers with the RG21 router only.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

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

1. For WiFi connection:
   • For Internet speeds up to 300Mbps, the user needs to have minimum WiFi 802.11n (5GHz) capabilities
   • For Internet speeds up to 500Mbps, the user needs to have minimum WiFi 802.11ac (5GHz) capabilities
   • For Internet speeds up to 800Mbps, the user needs to have minimum WiFi 802.11ax (5GHz) capabilities
2. ​For Wired connection:
   • The users need to use Cat5e Network cable or better and have their device equipped with 1Gbit Network Interface Card (NIC)
3. A summary of the minimum specifications for devices as tabulated below:

1. Number of WiFi antennas in the client device
2. Distance and WiFi signal strength between client device and RGW/Mesh AP
3. Overall WiFi signal congestion/pollution in area
4. Total number of devices connected to the RGW/Mesh AP

• Distance from the RGW/Mesh AP
• Client's Wi-Fi hardware specifications/capabilities
• Overall Wi-Fi signal quality in the area

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 Subtitles and press "OK".

STEP 4

Navigate to your preferred selection and press "OK".

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.

Customers with HD boxes can subscribe to the All-New Astro Pack without a box upgrade except if the customer request to move to OTT bundled pack which is mandatory to upgrade to Ulti or Ultra. 

Note: OTT is referring to either Netflix, D+H or both.

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.

Please check your internet speed and connection status via internet connection test. If your internet is working fine and the issue persists, proceed to submit report via WhatsApp or Feedback Form.

Mac OS X

1. Click the Go tab in the top menu bar and select Utilities from the drop-down menu.

2. Type "network utility" in the search bar in the top right-hand corner of the Utilities window and then hit the "Enter" key on your keyboard. 

3. Click the Network Utility icon to open the Network Utility window.

4. For Ping Test, select the Ping tab and then type the address you'd like to ping in the text box. Click Ping and wait for the ping results.
 

5. For Traceroute Test, select the Traceroute tab and then type the address you like to traceroute in the text box. Click Trace and wait for the traceroute results.
 

Windows 10

1. Click the Search icon (magnifying glass) in the bottom left-hand corner and type "cmd" into the search bar.

2. Select the Command Prompt app - it will be at the top of the list of search results as the best match.

3. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.

For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you like to trace and then hit the Enter key on your keyboard. Wait for the tracert results.

Windows 7 & Vista

1. Open the Start menu by clicking the Windows icon at the bottom left-hand corner of the screen.

2. Type "cmd" in the search bar at the  bottom of the menu.

3. Click cmd found in the search results for Programs.

4. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
 

For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you like to trace and then hit the Enter key on your keyboard. Wait for the traceroute results.

Windows 8

1. Move the mouse to the right-hand corner of the screen to make the vertical menu bar (charm bar) appear. Click Search.

2. Type "cmd" in the search bar and hit the Enter key on your keyboard.

3. Click cmd that found in the search results for Programs.

4. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
 

For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you'd like to trace and then hit the Enter key on your keyboard. Wait for the traceroute results.

Windows XP

1. Click the Start button in the bottom left-hand corner of the screen.

2. Click the Run option in the right-hand column.

3. Type "cmd" in the text box and then hit the Enter key on your keyboard.

4. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you'd like to ping and then hit the Enter key on your keyboard. Wait for the ping results.

For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you'd like to trace and then hit the Enter key on your keyboard. Wait for the tracert results.

There will be no installation fee for both Astro Box and Ultra Box. The Multiroom (second decoder) must be installed at the same registered address as your primary subscription.

Yes, all Astro customers with a Disney+ Hotstar subscription can access the app on the Ultra/Ulti Box. To access the app, please refer here. 

Visit https://product.astro.com.my/box or check out our user guide for a quick and easy way to get started!

For customers who wish to have their physical tax invoices reprinted, there will be a flat fee of RM10.00 levied as part of the process which has been implemented since year 2015.

You may proceed with the following troubleshooting steps and it shouldn't take you much longer than 15 min

1. Please standby a computer/laptop to access to the internet and connection must be via LAN cable (connect the LAN cable to the Yellow port at Tplink Router and direct to the 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 tplinkwifi.net and to access to below login page. Type the Username and  Password, then click "Login".

The default login of the router is available on the sticker at the back of the router. If you have done a configuration on your  router previously, the password may be different.

For example, below is the login details of the above router:
 

Username: admin

Password: TIMECE24
 

4. Once you have successfully login, the router's web-based setup page will appear. Please follow below steps for the configuration.

5. From the top menu, choose Advanced and click the Wireless tab on the left menu. Then, select Wireless Settings from the sub menu. Below screen will appear for 2.4GHz selection.

i. Please ensure to tick Enable Wireless Radio function.

ii. To change the channel, click the  drop-down arrow for Channel, then select your desired channel.

Choose between 1 to 13 (Suggested  channels : 1,6,11). Then, click "Save" for the changes to take place.

iii. Click Save for the changes to take place. The router will auto reboot and connection will re-establish after few minutes.

iv. Next, select 5GHz to make changes on the wireless channel for 5GHz.

v. Click the drop-down arrow for Channel, then select your desired channel from the selection.

vi. Click Save for the changes to take place. The router will auto reboot and connection will re-establish after few minutes.

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

Please ensure that you are using the correct ID for eKYC submission.

For Malaysians :

1. Please ensure you are using MyKad or MyTentera.

2. Capture the front and back of your ID.

3. Ensure that there is no glare when capturing the photo.

4. Ensure that are capturing it in a bright room to have the highest picture quality.

5. Please do not cover your ID when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

‍

For Malaysian Permanent Resident and Other Nationality :

1. Please use Passport only.

2. Please capture your whole passport, which has your personal information on it and your signature.

3. Ensure that there is no glare when capturing the photo.

4. Please do not cover your ID with your when capturing it, as it may impact the OCR  Optical Character Recognition accuracy.