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.

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

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

STEP 1

Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2

Locate the SIM card at the left side and gently pull it out.

STEP 3

Wipe the SIM card's gold chip clean using a dry soft cloth.

STEP 4

Make sure the gold chip is facing down and reinsert it all the way in.

STEP 5

Switch on the power for your box and make sure that the adapter's power light is on.

Please wait for 5 minutes.

STEP 6

Turn on your Ultra Box. You should no longer be experiencing this problem.

If issue persist, please submit the issue in our Feedback Form with the error details and provide sim card number for assistance.

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

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



STEP 2
Navigate to Profile.



STEP 3
The Profile Selection Screen will be displayed. 



STEP 4
Navigate to Edit Profile.



STEP 5
Choose a profile to edit.




STEP 6
Choose a new Profile Picture and press “OK”.


 

Astro Fibre subscription also comes with a 24-month contract commitment and will NOT be auto renewed at the end of contact period.

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.

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

For Astro Ultra Box or Ulti Boxes, you will be able to see an itemised charge called "Box Fee” in your Astro bill.

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.

Service Tax will not be imposed on any CSR projects accounts. Any tax payable will be borne by Astro.

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

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

If you would like more information or to provide feedback on Astro Rewards, kindly reach out to us at 03 9543 3838 or visit one of our Astro service centres.

Astro TV customers

No, you will not be required to take on a new contract after moving. If you still have an existing contract, the contract will continue.

‍

Broadband / IPTV customers

Yes, your contract will be renewed to a new 24-month contract.

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).

There is no contract for this subscription.

We would need you to  run few tests in order for us to understand your issue and to assist you in fixing the problem.

You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

1. Please run each of the tests according to your your Laptop/ PC Software.

2. Compile the pictures/ screenshots of your test results in one file (i.e Microsof Word document, PDF file) and  attach them in the Support Ticket below in order for us to assist you further:

• List of websites effected.
• Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
• Run the Traceroute Test - Please click here for Traceroute Test guideline.
• Run the Ping Test -  Please click here for Ping Test guideline.

3. Once you've gathered all the results, kindly send them all through the Feedback Form below,

Quick Info
A Speedtest is a service that provides free analysis of Internet access  parameters, such as connection data rate.
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.

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.

Step 1: You request for a move. 

‍
Step 2: One of our agents will contact you within 24 hours to set an appointment if you’re using Self Service - Astro Self-Service Portal.

‍
Step 3: You will receive a reminder of your appointment an hour before your scheduled time.

‍
Step 4: The technician will dismantle your satellite dish.

If there is no satellite dish, customers should dismantle the modem, router, and decoder by themselves.

‍
Step 5: You will need to transport your device(s) to your new home.

‍
Step 6: The technician will reinstall your satellite dish, (including modems and routers for broadband customers) at your new home based on the schedule appointment.

‍

Note For IPTV Customers:

1. Upon relocation request, all exiting IPTV customers will be converted to our Astro & Broadband service. Customers can choose to have standard Astro service with satellite dish, or unicast Plug & Play without satellite dish.

2. If customers choose to have satellite dish, an additional RM150.00 will be charged for satellite installation. If customers choose to have unicast Plug & Play service, no satellite dish is required, hence no extra charge will be incurred.

The warranty period will be 24 months.

Kindly note that not all Astro & Broadband Devices are required to be returned. After service termination of your Astro & Broadband service, we will call you via your registered mobile number within 3 days to schedule a pickup appointment with our Astro agent if your device needs to be returned.

If you were not contacted within 3 working days to return your devices, you are required to discard your old Astro & Broadband devices 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.

Frequently Asked Questions

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

You can reschedule the pick-up appointment by calling our agent directly.

2)     Can I reschedule my pickup date?

Yes! You can call our agent back directly to reschedule the pickup date and time.

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

Our Astro agent will dismantle the devices for you. However, if your devices are already dismantled, please pack them 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.

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 the Astro & Broadband router and modem to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?

No, please return your old Astro & Broadband modem and its power supply unit (PSU). 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.

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


STEP 2
Verify the Test Connection results.
a. All connected successfully - Proceed to STEP 3
b. All connection failed - Proceed to STEP 4
c. Router connection successfully, others failed - Proceed to STEP 7



STEP 3
Please ensure your box with the latest software update from "General Diagnostics".
Refer to Check Software Version Status.

If your box status is other than "Your box has the latest update (a)", please proceed to update the software.
Refer Software Update guide.



STEP 4
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 5



STEP 5
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 6



STEP 6
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 7
Suspect there is an issue with your internet connection. 
Please check with your internet service provider or if under Astro Fibre / Astro Broadband, connect to Live Agent for help.

The payment will take some time to reflect in My Astro app and web account. If you experience any further issues or it is still not reflecting in My Astro, please reach out to us via WhatsApp at 03-9543 3838 for more details.

For TV packs only, 24-months contract commitment period. However, if in addition to the TV packs, if you would like to also sign-up for Broadband, the contract commitment will be 24 months as well. If you're an existing customer, your existing remaining contract duration (if any) will not be carried over to the new contract except for existing Disney+ Hotstar (3 Months Pack) and Multiroom subscription contract durations which will be carried over upon the migration to new packs.

Note: If you are subscribing to a bundle pack which includes Netflix or Disney+ Hotstar for the first time, you are required to maintain the respective app as part of your bundle selection for a minimum of 12 months, otherwise a cancellation fee will apply.

Connect your PVR to Wi-Fi and enjoy access to our library of Video On Demand. Replay old seasons, catch-up latest episodes of your favourite shows, anytime you want. To connect your PVR, follow the steps below depending on your box type:

(a) Wi-Fi Enabled PVR (DMT5)

·      Press the “Home” button and select “Settings” > “Network” > “Wi-Fi”

·      Allow the PVR to scan Wi-Fi networks available and subsequently choose your home Wi-Fi network > Enter your Wi-Fi password if required

·      Once connected, the icon below will appear on the screen.

‍
      Tip: Use the alpha-numeric keyboard on your Astro Remote to key in your password

·      Press the “Home” button and select “On Demand” to start watching videos on demand!

‍

(b) Non-Wi-Fi Enabled PVR (HD PVR)

There are two ways to connect your HD PVR decoder to your home Wi-Fi
(i) Using the Ethernet (LAN) cable 
 

·       Plug in the LAN cable from your modem into the PVR network port

·       Once connected, the icon below will appear on the screen

·       Press the “Home” button and select “On Demand” to start watching videos on demand!

(ii) Using an Astro Wi-Fi dongle as per shown below

Step 1 - Plugin the Wi-Fi dongle into the front USB part of your PVR decoder.

Step 2 - A prompt will appear stating "Do you wish to connect to a wireless network?", select "Yes, continue."

Step 3 - Once connected, the Wi-Fi icon will appear on the screen. Now you are ready to download and enjoy Astro's on demand entertainment.

Step 4 - Press the “Home” button and select “On Demand” to start watching videos on demand!

*The Wi-Fi dongle is only applicable for the non-Wi-Fi enabled PVR (as per the picture).

Yes, you will be able to access Disney+ Hotstar even if you remain on your existing Movies/Starter Plus/Value Plus Packs.

Yes, the Multiroom (Smart TV) will utilise one (1) of your Astro GO concurrency.

Customers subscribing to Multiroom (Smart TV) can enjoy access up to 4 concurrency (watch 4 screens at the same time) which is shared across one Smart TV device and 3 mobile/laptop/tablet device(s) as Astro GO+ is complimentary with a Multiroom (Smart TV) subscription.

"Payment Due Date" refers to the payment deadline for your Astro bills each month.

When using our One Time Payment (OTP) method, you may register more than one credit card per account. However, a single card account can only be used for a maximum of three accounts for OTP transactions.

When using our auto-debit facility, you can only register one card with Astro. Any subsequent card registrations will override the current one.

You should have received an email or SMS with your activation details, please click on the link provided to be redirected to the Netflix website to activate your account.

Alternatively, you can also activate Netflix on your Ultra/Ulti Box. Please surf to CH 741 on your Ultra/Ulti Box (or click the Netflix button on your Astro remote) and follow the instructions on the screen.

You will receive an email within 45 minutes of payment made to let you know whether your advance payment is successful or not. If your payment has failed, you may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

You may reach out to Astro's customer service at 03-95433838 if you think there's an error regarding your redemption or rewards.

The "coming soon" label on some streamingapps on your TV and the "Apps" page of Astro's website allows our customers tostay on top of new launches as they happen! Stay tuned for these upcomingstreaming apps so you can access even more content that you love from acrossthe world.

Kindly ensure that your mobile number is the same as the registered phone number of the Astro account holder as the OTP will only be sent to the registered number. For further assistance, please call or WhatsApp us at 03-9543 3838. Alternatively, you may submit a request via our online Feedback Form here: astro.com.my/contactus/form.aspx. 

In general, these two bands can be differentiated with these parameters: Coverage, Channel Interference and Speed.

2.4GHz gives better coverage but lower speeds, while 5GHz provides faster internet but covers a smaller area.

Customers with a Movies subscription via Movies, Premium 1, Premium 3 and Platinum packs will be able to access Disney+ Hotstar on the Ultra box.

Alternatively, customers can add on the 3-month Disney+ Hotstar pass for RM54.90. Subscribe to Disney+ Hotstar via astro.com.my/Disney.

For more support and options for your subscription, please WhatsApp us at 03 9543 3838 and type DH Help. Alternatively, you may visit astro.com.my/Disney for more information.

No, there are no penalty fees for the Mesh WiFi devices should you wish to terminate Astro Fibre within/after 24 months. 

You can proceed with below BTS if the weather is good. Otherwise, you may try again later.

‍

STEP 1

On your remote, press the HOME button and the home menu will be  displayed on top of your screen.

STEP 2

Navigate to SETTINGS.

STEP 3

Navigate to Satellite Settings and press “OK”.

STEP 4

Navigate to Diagnostics and press “OK”.

STEP 5

Refer to the signal strength on your screen.

If it is 65 or higher, please take the screenshot and submit your feedback form.

If it is below 65, please go to Step 6.

STEP 6

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

STEP 7

Unscrew the satellite cable from the box  and pull it out.

STEP 8

Plug the satellite cable back into the  box and screw it back securely.

STEP 9

Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.

STEP 10

Turn on your box. You should no longer be experiencing this issue.

If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.

Centralized  Dish

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

The minimum internet speed required to stream via Ultra Plug & Play Box is 30Mbps for 4K UHD viewing, and Ultra/Ulti Plug & Play is 10Mbps for HD viewing. For better streaming experience, we recommend 100Mbps and above.

STEP 1    

On your remote, press the Home button and the menu will be displayed on top of your screen.

STEP 2    

Navigate to Settings.

STEP 3    

Navigate to Restore and press "OK".

STEP 4    

Navigate to Restore Factory Settings and press "OK".

STEP 5

Enter your PIN to access this setting. (Default PIN is 0000).

STEP 6    

Navigate to Restore and  press "OK" to  confirm your selection.    

Otherwise, navigate to Cancel, go back to remain the settings.

STEP 7    

Please wait while the box restoring defaults and will reboot once complete.

STEP 8    

Your box will automatically restart and display this screen.

Click here to follow New Installation Settings guide for Satellite

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

If you choose to self-install the Plug& Play Box, then no installation fee will be charged. However, there will be an activation fee (please refer to the table below)

If you choose to have an installer to install the Plug & Play Box, then an installation fee will also apply.

electronic Know-Your-Customer (eKYC) is an online process of identifying and verifying individual customers using electronic means. This enables a person to be an Astro customer anytime and anywhere, hassle-free and helps to secure your Astro account by protecting it from unauthorised usage.

Option 1

1. Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would  impact its performance.
2. Ensure the fiber cable from your wall socket and modem is securely connected.

Notes: You might be connected to LAN 1 if backbone is Maxis

Router connection

3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.

4. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.

Option  2/ Option 3/ Option 5/ Option 6

1. Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would  impact its performance.    

2. Ensure the fiber cable from your wall socket and modem is securely connected.

3. Ensure both cables on the Modem (LAN Port 2) and Router (WAN Port - Red port) are properly connected.

Notes: You might be connected to LAN 1  if backbone is Maxis
 

Router connection

3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.

4. Please make sure both cables on Router (Any Yellow port) and Astro Decoder (Network Port behind decoder) are properly inserted.

5. Switch on modem and router and please wait for 2 minutes to stabilise the devices after reboot.

6. If the issue persists, submit your feedback form and attach your modem light indicator picture/ video for further assistance.
 

Option 4

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 the issue persists, submit your feedback form for further assistance.

Depending on your service, it is mandatory to return some devices as per our T&Cs, whilst other devices should be disposed of and recycled at collection centres registered under the Department of Environment. To find out what you should do with your devices after service termination, please click here.

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.

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1. Please connect your computer or laptop to your Astro Fibre router using WiFi or LAN cable. Your LAN cable must be connected from the yellow port of Astro Fibre router (Any available port).

2. Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.

3. On the address bar, type http://192.168.100.254 and below page will appear.

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Login using your username and password  if you have changed the router login setting. Otherwise, your default router  login is as per below.          

Username: user
Password: user

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4. Once you have successfully logged in, the router's web-based setup page will appear.

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5. At the top of the page, click WLAN to configure the WiFi parameters.

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6. You may change the Primary SSID (WiFI Name) and the WPA Passphrase (WiFi Password) to follow your preferences for 2.4G Wi-Fi Settings, then click "Save & Apply" for the changes to take place.

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7. You may make the same changes for 5G Settings by change the Primary SSID (WiFI Name) and the WPA Passphrase (WiFi Password) to follow your preferences, then click "Save & Apply" for the changes to take place.

You would have to create a new Astro ID with your email address or mobile number and link your Astro subscription. Please follow the steps in the link here

There are two ways for you to switch your preferred bill delivery method:

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A. Customers can manage their account via the My Astro Portal by following these easy steps:

1. Visit www.astro.com.my
2. Select “My Account”, then select “Manage Account”
3. Log in to My Astro Web using your Astro ID
4. Select “Account” 
5. Under “Billing”, click on “Bill Delivery Method”
6. Choose your preferred bill delivery method, then click “Proceed”

B. Customers can also manage their account via Astro’s mobile application, the My Astro app by following these easy steps:

1. Open the “My Astro” app on your smartphone. If you do not have it installed, you may download it here (Google Play Store) or here (IOS App Store)
2. Log in with your Astro ID
3. Select “Account” in the navigation bar
4. Select “Bill Delivery Method”
5. Choose your preferred bill delivery method, then click "Proceed

Your purchased PPV daily pass will still be accessible to you for the purchased duration ie. 3, 5, 7 or 30 days respectively. However, you will no longer be able to purchase PPV daily passes from 8 Oct onward.

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis. 

‍Please note that your default pin is 0000 to make any purchases. 

‍*Entitlement is based on subscription package.