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.

I NEED TO RESCHEDULE THE APPOINTMENT WITH THE COURIER AGENT. HOW DO I PROCEED TO REQUEST FOR THE CHANGE OF APPOINTMENT DATE?

Please contact the courier agent directly to change the retrieval date from the initially agreed date and time.

HOW CAN I BECOME AN IQIYI VIP?

You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase

HOW DO I SUBSCRIBE TO ADD-ONS?

You may subscribe to add-ons via any of the platform listed below:

Sales Channel	Add-on Purchase
My Astro App / Web	1. Go to “Astro Store” and scroll to “Shows” section 2. Click on “Sports” card to proceed and confirm purchase
My Astro STB	1. On your Ulti / Ultra box’s remote, press the Home button and the Home page will be displayed on your screen 2. Access My Astro via the “Apps” section or the shortcut next to the settings icon 3. Upon load, your subscription info and purchasable add-ons will be shown
WhatsApp	1. WhatsApp Hi to 03-95433838 Select Tap to view options Select Content Add-on Purchase 2. Select desired add-on Enter smartcard number (if prompted) 3. Confirm the purchase

CAN I REQUEST A TERMINATION OF ACCOUNT THROUGH ASTRO EXCLUSIVE PARTNERS (AEP)/ASTRO EXPERIENCE STORE (AES)/ASTRO PREMIUM KIOSK (APK)/ASTRO AUTHORISED RETAILER (AAR)?

No, customer must submit the termination notice via Astro Hotline.
Refer here for details.

WILL THERE BE AN ADDITIONAL FEE FOR REFUND PROCESSING?

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

HOW CAN I ACCESS PRIME VIDEO VIA ASTRO?

Astro customers with the Ultra or Ulti Box can access Prime Video via their Ultra/Ulti Box or stream directly using the Prime Video app. If you have not yet upgraded to Astro’s Ultra/Ulti Box, please reach out to us on WhatsApp by sending “Hi” to 03-9543 3838.

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.

ERROR MESSAGE: “MAX STREAMING DEVICES REACHED”

If you see this message, it means the maximum number of devices currently streaming on your Astro account has been exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop Streaming on Other Devices

Check if Astro is currently being streamed on other devices linked to your account.
Close the Astro app or stop playback on any unused devices.

2. Wait a Few Minutes

If a streaming session was recently ended, it may take a few minutes for the system to update.

3. Try Again

Return to your device and attempt to stream the content again.

4. Check Your Device Usage

Go to www.astrogo.com.my or open the Astro GO app.
Log in using your Astro ID and password.
Review the list of registered devices.
Remove a device that you no longer use.
Return to your new device and try signing in again

If you are unable to remove a device or continue to see the error message, proceed to submit report via WhatsApp or Feedback Form and provide:

Astro ID use
Smart TV model
OS version
Error reported on device

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

Note: Please be aware that only one Smart TV device is allowed per account at any point in time.

HOW WILL THIS PRICE INCREASE AFFECT MY BILLING CYCLE?

There will be no changes to your billing cycle.

I AM AN EXISTING SIMPLY SOUTH SUBSCRIBER; CAN I STILL ENJOY SIMPLY SOUTH ON MY ULTRA OR ULTI BOX?

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.

WHAT INFORMATION IS REQUIRED TO PAY MY ASTRO BILL?

You would need your 10-digit account number and your email address.

WILL ASTRO SEND PAYMENT REMINDERS?

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.

HOW MANY DEVICES CAN I STREAM CONCURRENTLY ON ASTRO GO?

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.

I AM HAVING ISSUES LAUNCHING OR LOADING THE APP (ERR-701).

Please check your internet speed and connection status via an internet connection test (https://www.speedtest.net/). If your internet is working fine and the issue persists, please try uninstalling and reinstalling the app on your device.

WHY ARE CERTAIN VIDEOS NOT AVAILABLE IN MY COUNTRY?

Certain content is limited to selected countries due to copyright restrictions. Hence, you may not be able to view certain movies in your country.

HOW DO I MAKE PAYMENT THROUGH STANDING INSTRUCTIONS FROM MY ISSUING BANK?

Please contact your issuing bank for further information. Astro does not directly handle standing instructions. Please utilise our auto-debit facility if you would like hassle-free payments.

WHY BAND STEERING IS DISABLED BY DEFAULT?

To allow customers to decide on their WiFi connection arrangement based on their preference upon being advised by the installer on-site.

User to manually connect their devices to different WiFi bands based on their usage and preference.

ONCE MY E-INVOICING REQUEST IS APPROVED, WILL I BE ISSUED AN E-INVOICE MONTHLY?

Yes, this is a one-time approval, and you do not need to submit your application every month.

I AM CURRENTLY USING A SONY TV MODEL THAT DOES NOT SUPPORT 4K UHD. WHEN WILL THESE CHANNELS BE AVAILABLE TO ME?

We are working with the Sony team to ensure you will be able to enjoy these 4K UHD channels soon. We will keep you posted once these channels are available to you!

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

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

1. Check account balance.

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

3. Check application status.

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

5. Check trouble ticket appointment announcement.

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

7. Apps Related FAQ Details via SMS Link.

WHEN WILL THE PRICE CHANGE FOR NETFLIX TAKE EFFECT?

Starting Thursday, November 14, 10 AM, Netflix will increase the prices for Netflix subscriptions across all plans (Basic, Standard, and Premium) in Malaysia. For Astro subscription packs that are bundled with Netflix, the price change will only take effect on 1 March 2025.

If you subscribe to Netflix through Astro, please note the following changes:

New Netflix add-on sign-ups: The new prices will take effect immediately.
Existing Netflix add-on customers who subscribed before November 14, 2024: The price change will take effect for billing cycles starting on or after November 21, 2024.
Astro subscription packs that are bundled with Netflix: The price change will only take effect on March 1, 2025.

I HAVE RECENTLY CHANGED OR LOST MY DEVICE, CAN I RE-REGISTER FOR SECUREGO?

Yes, you will need to activate SecureGo again if you're on a new device.

When you activate SecureGo on a different device, you will receive an email to notify you that the device has been de-registered. 

If you suspect that someone else has gained access to your phone, contact our customer service immediately at 03-9543 3838 to unlink your Astro ID. 

WHAT IS VIDEO ON DEMAND?

Video On Demand (VOD) is a new way of enjoying your Astro, for free* as part of your subscription. Here's what you can do by watching your show via VOD:

1. Pick and choose your show anytime of the day without needing to wait for your show to air.

2. Catch-up on episodes you've missed or binge-watch all episodes instantly.

3. Pause, rewind, or fast-forward to your favourite parts of the show.

4. Watch full uncut episodes.

5. No weather or other disruptions during your viewing time.

6. Browse our library of recommended shows for you based on your viewing history. Everything you see is free as part of your subscription.

7. To rent additional blockbuster movies on a pay-per-view basis, visit the "Store' section in our VOD library.

HOW DO I GET THE BARCODE TO MAKE PAYMENT?

Step 1:

Type ASTRO<space>BARCODE<space>10 digit account number

Example: ASTRO BARCODE 0866603852

Step 2:

Send SMS to 66688

*Standard telco charges and Terms and Conditions apply

CAN I CANCEL MY PLUG & PLAY BOX SUBSCRIPTION IF I HAVE RECEIVED MY PLUG & PLAY BOX AND ASTRO SIM CARD?

Yes, provided that your Plug & Play Box has not been activated and no later than 7 days upon receiving both the Plug & Play Box and Astro SIM card. In the event that you have activated your Plug & Play Box and wish to cancel, a contract penalty fee will apply.

We will reach out to you for a suitable time to pick up the Plug & Play Box and Astro SIM card.

CAN I UPDATE MY EMAIL ADDRESS FOR THIS PURPOSE?

Yes, you can. Once you update your email address, your next e‑bill will be delivered to the new email address you’ve provided. It’s important to make sure your email address is accurate so you can continue receiving your monthly e‑bill without interruption.

Click here for a step‑by‑step guide on how to update your email address.

WHERE CAN I ACCESS THE TVBANYWHERE+ APP?

Starting 20 January 2026, all Astro customers can add on the TVBAnywhere+ app to their subscription via their Ultra/Ulti Box, the My Astro app or visit

astro.com.my.

WILL THERE BE A PENALTY TO REMOVE ASTRO GO+ FROM MY SUBSCRIPTION?

There will be no penalty imposed upon the removal of Astro GO+ from your subscription.

CAN I PAY MY ASTRO BILL BY INSTALLMENT PLAN?

Astro does not provide installment plan facilities. You are advised to pay your charges before the due date, as per your monthly bill statement.

I AM SUBSCRIBED TO DISNEY+ DIRECTLY. CAN I SWITCH TO SUBSCRIBING THROUGH ASTRO?

Yes. You may subscribe to Disney+ through Astro even if you already have an existing Disney+-billed subscription.

a. If you subscribe to the same or higher Disney+ plan through Astro and activate it using the same login credentials (i.e. email address or mobile number and password) associated with your existing Disney+-billed subscription, your existing Disney+-billed subscription will be automatically paused by Disney+ for as long as your Astro-billed Disney+ subscription remains active.

For example:

Disney+ Standard (Disney-billed) → Disney+ Standard (Astro-billed)
Disney+ Standard (Disney-billed) → Disney+ Premium (Astro-billed)
Disney+ Premium (Disney-billed) → Disney+ Premium (Astro-billed)

b. If you subscribe to a lower Disney+ plan through Astro, your existing Disney+-billed subscription will remain active and your Astro-billed Disney+ subscription will be treated as an additional subscription. In this situation, you may end up with more than one Disney+ subscription.

For example:

Disney+ Premium (Disney-billed) → Disney+ Standard (Astro-billed)

If you wish to make changes to or cancel your existing Disney+-billed subscription, you will need to contact Disney+ directly.

WHAT LANGUAGE OPTIONS ARE AVAILABLE ON THE SUN NXT APP?

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

WHAT IS ASTRO GO?

Astro GO is free for all Astro customers to enjoy their favourite shows and channels on their smartphones, tablets, and computers – anytime, anywhere in Malaysia. Astro customers with an active Pay-TV subscription can link their accounts to watch corresponding On Demand and TV channels available on Astro GO as part of their subscription.

Don't have an Astro account? Fret not, you may still preview and browse content available on Astro GO via Web, Mobile Phone or your tablet using Astro GO Guest Mode.

WHAT IS ASTRO CLOUD RECORDING?

Astro Cloud is a virtual storage that allows you to record and watch your favourite TV shows on Astro GO anytime, anywhere. Customers can enjoy 200 hours (500 GB) of cloud recording on Astro GO web and mobile app, and on your Astro Box (if applicable) at no additional cost.

To check your remaining Cloud storage space, go to Settings > My Devices, you will find your cloud storage information here.

You can upgrade your storage to a total of 1,500 hours (4000gb) with the Astro GO+ add-on for RM 5.99/month.

Kindly visit https://myastro.astro.com.my/ or call us at 03-7490 8102 to upgrade your storage plan.

WE APOLOGISE FOR THE SERVICE INTERRUPTION (WAFTSI) - HD ENABLED BOX

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.

WHAT IS THE CONTRACT PERIOD FOR SUBSCRIBING ASTRO & BROADBAND?

Astro & Broadband comes with 24-month contract commitment.

WHAT ARE THE RECOMMENDED BROWSERS TO PERFORM EKYC?

We would recommend the following browsers for a smooth verification process:

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

HOW CAN I SUBSCRIBE TO THE ASTRO X3 PACKS?

You can subscribe to the Astro X3 packs through the following channels:

i. Customer Support: Astro Customer Service, Sales Representatives, or visit Astro Stores for assistance.
ii. WhatsApp: Reach out to our sales agent by sending “Hi” to 03-95433838, select Sign Up, and Connect to Agent.
iii. Astro Official Website: Visit https://product.astro.com.my/tv , choose the Astro X3 packs, and complete the sign-up to start streaming instantly.

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.

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.

WHAT IS THE FORM REQUIRED FOR TRANSFER OF EQUIPMENT OWNERSHIP / MERGE OF EQUIPMENT / SPLIT OF EQUIPMENT?

Please fill up the forms below for processing your request:
Transfer of Equiment Ownership Form

WHERE IS ASTRO GO AVAILABLE IN?

Currently Astro GO is only available in Malaysia. You will not be able to access it if you are overseas.

HOW LONG DO I HAVE TO COMPLETE MY EKYC VERIFICATION?

Once you have received the eKYC link, you need to complete the verification within 3 days.

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

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

FREE lifetime entertainment.

So Easy to you in 3 steps

Step-1

Step-2

Step-3

Choose a plan & sign-up online.

Sit back & wait for installation.

Enjoy your new Astro / Broadband!

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

Frequently Asked Questions

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

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

FREE lifetime entertainment.

So Easy to you in 3 steps

Step-1

Step-2

Step-3

Choose a plan & sign-up online.

Sit back & wait for installation.

Enjoy your new Astro / Broadband!

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

Nationwide Installation

Frequently Asked Questions

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

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