Yes, you can activate your access anytime between April 24, 2025, and June 23, 2025, to get 2 months of access to Prime Video at no additional charge. Please note that the offer is subject to change. All sign-ups are also subject to the Prime Video app usage terms and conditions.

Please ensure that your Ultra or Ulti Box is set as the primary (main) decoder to enjoy 2 months of access to Prime Video at no additional charge.

If your primary box is an older model, don’t worry as you can still enjoy this offer by upgrading to an Ultra/Ulti Box within the offer period. Just contact us to arrange your upgrade.

The recommended home internet speed for a smooth viewing is 30Mbps.

Customers who subscribe to the HBO Max app as an ala carte add‑on via Astro after 1 March 2026 will have direct access to content such as HBO Originals, blockbuster movies, and exclusive series, all available via the app.

The number of concurrent streams depends on your Disney+ subscription plan:

a. Disney+ Standard: Up to 2 concurrent streams

b. Disney+ Premium: Up to 4 concurrent streams

Yes, subtitles are available. Sun NXT offers English subtitles for most of the movies released in the year 2024 and onwards.

If you did not receive the recovery email or verification code, please make sure that:

1. You are entering the correct email address or mobile number you used to register for your Astro ID.
2. Check your junk mailbox or spam folder.

To find out which email or phone number you have used to register your Astro ID, you may submit a feedback form. Kindly select feedback type "I have an enquiry/issue with Apps" choose "Astro GO"

We will get in touch with you within 48 hours to solve your enquirie

Yes, anyone can create an Astro ID. However, only the Astro account owner can link it to their Astro ID. If you are not the account owner, you will need their permission to complete the linking process.

Here's how you can purchase Astro First movies on My Astro:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Astro Store
4. Select the Astro First title
5. Tap on 'Rent'
6. Confirm the rental
7. You will see a rental success message on which channel you can watch the movie and when it will expire

🎁 Want to buy Astro First movies faster & track your rentals?

📱 Download the My Astro app to:
- Browse Astro First titles
- Rent in 1 tap
- Get reminders when new movies launch

Multiroom discount rates will be removed upon splitting the account.

There will be no changes to your account. However, by paying 5 days earlier, your transactions will be processed in a timely manner and to allow you to enjoy uninterrupted viewing before the next bill is generated for the following month.

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

Yes. Astro customers will soon be able to enjoy seamless access to Netflix on their connected Ultra and Ulti Boxes. Look out for more details then! Register your interest via https://astro.com.my/Netflix

Viu is available on the Ultra/Ulti Box for Astro customers to enjoy, as well as www.viu.com and
the Viu mobile app. If you have yet to upgrade to our latest Ultra/Ulti Box, please reach out to us
via WhatsApp by typing “Hi” at 03-9543 3838.

Kindly download the Astro Smart TV app from your Smart TV’s app store and follow the steps on the screen to log in.

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.

There will be no changes to your Netflix account when you move to a new address.

Unfortunately, the the drop off option is only available for non-DBB customer. For DBB customer we will arrange for our appointed agent to collect your equipment. You will receive a phone call from our representative within 3 business days from your termination date to schedule the collection.

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.

Starting 20 December 2022, Astro customers will be able to enjoy the iQIYI app as an add-to-bill service for an exclusive price via Astro and enjoy the app on their Ultra/Ulti Box, mobile app and website.

You can get your TIN from the

MyTax Portal

or visit the nearest IRBM branch.

STEP 1
Check the internet connectivity by run the Test Connection.
Refer Run Test Connection.

STEP 2
Verify the average speedtest based on the Test Connection result.
a. Above 10Mbps - Proceed to STEP 5
b. Less then 10 Mbps - Proceed to STEP 3

Notes: Minimum 10 Mbps internet speed from box requires in order to get a stable connection.

STEP 3
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 4



STEP 4
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 5



STEP 5
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.

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

Take a look at the Smart Card Status.

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.

Bahasa Malaysia (BM) and Traditional Chinese subtitles will be available where rights permit. However, subtitle availability may vary depending on the title.

Absolutely not. Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies all in one place.

Yes, you can upgrade your internet speed. However, speed downgrade is not allowed.

No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

As e‑Invoicing supports quicker processing, smoother transactions and a more seamless billing and tax compliance experience over time, we highly encourage customers to stay opted in. It also makes it much easier for you to keep proper records for tax relief claims. If you still wish to stop receiving e‑Invoices, you can opt out through the My Astro website or the My Astro app.

On the My Astro website:

1. Log in using your Astro ID.
2. Click Bills, scroll down to e-Invoice, and toggle it off.
3. Please click Confirm to ensure that the changes has taken place.

On the My Astro app:

1. Log in using your Astro ID.
2. Tap your account number or the default profile icon at the top left.
3. Scroll down to the Billing section, select e-Invoice, and turn the toggle off.
4. Please click Confirm to ensure that the changes has taken place.

You can record your favourite shows, save them to the cloud storage and watch it across any of your devices (Astro Box, Astro GO devices, Multiroom Smart TV).

If you see the ‘Subscribe to Prime Video’ message on the Prime Video app, it means you have not activated your access through Astro. Please press the Back button on your remote and follow the steps provided here:
https://support.astro.com.my/question/i-have-activated-my-prime-video-access-with-astro-how-do-i-log-in-and-watch-prime-video-on-my-ultra-ulti-box

Yes, customers will be charged 8% Service Tax on switching fee for any services rendered on or after 1st March 2024.

Service Tax is charged based on the date the service is rendered. For services rendered on or after 1st March 2024, the Service Tax rate would be at 8% whilst for services enjoyed before 1st March 2024, the Service Tax rate would be 6%.

Yes. You can explore the My Astro app even if you’re not logged in. Click at “Continue as guest” to check out the app features before singing up or logging in.

However, if you're an Astro customer we recommend you sign up/login with your Astro ID for the best experience. Here's how to link your Astro account to your Astro ID.

Download My Astro app or visit the My Astro website.

Yes, you can download selected content on the iQIYI app for offline viewing at a later time. To find the titles you have downloaded, you may go to Profile > My Downloads.

You may cancel your ZEE5 Premium subscription here. Kindly note that we will not be able to offer a refund if you do decide to leave the ZEE5 app before your subscription period ends.

Your cloud recording space will revert to 200 hours by default. If your current recordings exceed 200 hours, the system will delete the exceeded hours once you have stopped the Astro GO+ subscription starting with the oldest recordings first.

The Astro Fibre App is a mobile application exclusively for Astro Fibre customers to allow them to schedule when each user can access the internet, content filtering that blocks harmful sites, Internet Security to protect against phishing and risky links, and Traffic Boost to prioritize calls, streaming, and gaming when it matters most., easy device management, amongst many other features for a better WiFi experience to keep your family safe and secure network.

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

Yes. The TVBAnywhere+ app can be downloaded on compatible mobile device via the Apple App Store or Google Play Store. Once installed, customers can log in with their Astro ID to access the app.

Customers who have activated the trial will be notified before it expires. They can choose to continue by subscribing at a price that will be disclosed later. If they are not interested, the trial will automatically expire after 2 months with no action required from them. Your Prime Video access will auto-expire, and you won’t be charged. However, please visit

https://product.astro.com.my/apps/primevideo

to stay updated on Prime Video.

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

IRBM is introducing e-invoicing to make tax processes more manageable and efficient for both businesses and the government. This enables a better and smoother customer experience.

Astro GO+ is a service add-on that:

• Enables the simultaneous viewing of Astro GO for up to 4 users/devices.
• Increases the cloud recording storage from 200 hours up to 1500 hours.

You can view your iQIYI entitlement & payment details in the app by follow these steps:
Step 1: Go to the Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)

After following these steps, you will be able to view your entitlement expiry date, next payment date & payment method.

1. Power reset (on & off) your TV, Astro Decoder, Modem and Router.

2. Ensure standard physical connection (No 3rd party devices connected to decoder and modem).

3. Please ensure at all-time your router is 0.5 meter away from your Astro Decoder to avoid signal interferences.

4. Please standby computer/laptop to access to the internet and connection must be via LAN (cable) [connect the LAN (cable) at any LAN port at router and direct to computer/laptop].

5. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.

6. On the address bar, please go to http://www.speedtest.net/ and below page will appear.

7. Click "Change Server" to edit the settings preferred by Internet Service Provider (ISP).

8. Edit the server settings by search and select the required server required by ISP.

For Astro Fibre provider - Select Kuala Lumpur - Astro Fibre server.

For Maxis provider - Select Subang Jaya - Maxis server.

For Allo provider - Select Cyberjaya - Global Forway Sdn Bhd server.

9.Click "GO", and the test will begin.

The test is completed once both download and upload speeds are displayed.

Sample of the Speedtest result is shown below.

**Please ensure the snapshot includes a time stamp and network used either LAN cable or wireless (as per picture above)

10. Kindly screenshot or take a picture of the result, name it as "LAN Speedtest".

11. Repeat the test once again using Wi-Fi connection (Please unplug your LAN cable and connect via wireless connection using your SSID).

12. Screenshot or take a picture of the result, name it as "WiFi Speedtest".

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.

The Kids Friendly Profile is an enhancement to the Kids User Profile feature with the following major improvements:

1. PIN control for the Kids Profile: When switching from a Kids Profile to an adult profile (i.e.: Father or Mother), a PIN entry will be required.
2. Limited Kids Profile Content Search: Only Kids age-appropriate content can be searched and displayed within the Kids Profile.
3. Kids Profile Based Recordings: Kids Profiles will have their own personalised age-appropriate recordings without any overlap with other user profiles. This feature will be available from 17th August onwards.

These enhancements are available across the Astro GO app, Ultra/Ulti Box, and Multiroom Box/Smart TV app.

Click here to find out more on this new feature and how to use it!

Please check your internet speed and connection status. If your internet is working without any issues, please logout & login into the app again.

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

Yes, you can! Simply South is available for all Astro customers. Kindly reach out us via WhatsApp by typing “Hi” at 03-9543 3838 to know more!

Yes, the current service tax law does not exempt services provided to customers residing in Labuan, Langkawi, and Tioman.