Not to worry, you will only need to verify your Astro ID once. After that, you may log in to your account as usual.

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

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

While this technology has its benefits, different devices at home have different reaction and response to changes in signal strength and quality, and it's almost impossible to predict if they will make good band choices due to the interaction between the devices and the Wifi router. Some smart home devices also recommend that band steering is not used due to various reasons such as needing a constant consistent connection, ability to only connect to a particular band, registration of the respective MAC address, etc..

Example:

As single SSID is used, the device may remain on a weak 5GHz network instead of switching over to stronger 2.4GHz network.

Please use your Astro ID to log in to the Astro Fibre App. If you do not have an Astro ID, kindly follow the simple steps here to create one.

1. Please ensure your modem and router power plugs are securely connected to the power socket.

2. Alternatively, try to connect the power plug to a different power socket or power source. This step is to eliminate the possibility of faulty power socket which could cause the issue.

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

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.

This initiative is part of Astro’s “GO GREEN” journey, which was implemented to promote paperless billing and to play our part in protecting the environment. The objective of the Paper Bill Charge is to encourage our customers to opt for e-Billing as their preferred Bill Delivery Method, which is also a more convenient and efficient way to access and manage their bills. Hence, a fixed RM10.00 monthly charge will be applied to all existing and new Astro customers who opt for Paper Bills as their preferred bill delivery method.

To set up a Mesh WiFi network around your house, the Mesh unit will need to be paired with the WiFi router. Steps to pair these two devices are as follows:

i. Place the Mesh unit close to the WiFi router (within 2 meters) and power it on

ii. After the Mesh unit starts up, press and hold the WPS buttons of the Mesh unit and the WiFi router for 3 - 5 seconds in turn within 2 minutes

iii. After the WLAN and Internet indicators of the Mesh turns steady blue, the Mesh is connected to the Internet

iv. Move the Mesh to the desired place where you need to expand WiFi and power it on. After the Internet indicator turns steady blue, WiFi is expanded successfully.

The beIN SPORTS CONNECT app is not available as an add-to-bill option. Please visit

www.product.astro.com.my/tv

to sign up to one of our TV Packs with the Sports subscription.

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

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

Put the box on standby mode.

STEP 4

Press and hold the Home button on the box.

STEP 5

Wait until "boot" appear on the front panel and released.

STEP 6

When “boot” appears, press “Standby”, “Left “, “Up” continuously until Auto Update appear on box screen and Software Update progress on TV.

Byond Box (DMT 4)

STEP 1

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

STEP 2

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

STEP 3

Press Standby, Ch+, Standby keys on the box simultaneously when the "boot" message appears on the box front panel.

The Software Update progress screen will appears.

The update will take 10 - 15 minutes to complete. Please be patience.

Byond Box (New Zapper)

STEP 1

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

STEP 2

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

STEP 3

Press the standby button repeatedly after switch on the power.

STEP 4

Press "OK".

STEP 5

The Software Update progress screen will appears.

The update will take 10 - 15 minutes to complete.

Please be patience.

There will be no changes to your HBO Max app subscription. You can continue accessing the app as usual. However, due to Warner Bros. Discovery (WBD) and Astro's partnership model going forward, the HBO HD (CH 411), Cinemax HD (CH 412), HBO Family (CH 414) and HBO Hits (CH 415) channels will cease on Astro at 11:59 PM on 28 February 2026.

1. Unifi netis brand

The following shows an Interface based on Unifi router

1. Launch Web Browser and enter the default's gateway's IP address (192.168.1.1) in the address bar.

1. Enter Username and Password.
   1. Username = tmadmin
   2. Password = Adm@xxxx (xxxx refers to last four digits of MAC address)

1. Choose WLAN -> wlan0 (2.4GHz) Basic Setting. Note down on SSID.

1. Choose WLAN -> wlan1 (5GHz). Compare SSID with previous SSID.

1. If SSID for wlan0 (2.4GHz) and wlan1 (5GHz) are the same. Change wlan1 (5GHz) SSID by adding number 5(i.e. ifuni_5G) to differentiate from 2.4 GHz. Click Apply Changes.

Note: Connection to Wi-Fi may be temporarily loss while the changes is updated.

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

2. Login with your Astro ID.

3. Go to Account.

4. Select 'Profile'.

5. Under Mobile number, tap on the edit icon.

6. Select your verification method. The OTP will be sent to your registered mobile number or email address.

7. Enter the 6-digit One Time Pin and tap 'Verify'.

8. Enter the new mobile number and tap 'Next'.

9. Enter the One Time Pin sent to the new number and tap 'Verify'.

10. A successful notification will be displayed.

You will not be able to switch between channels, use the app as a remote control, view favorite channels and programmes, use programme showtime reminder, and remote record feature.

If you receive the "Device Was Not Found" error message, it may be because your device has been automatically removed due to concurrent streaming limits being exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop streaming on one of the other devices currently using your Astro account.
2. Close the Astro Go app on any unused devices.
3. Return to your Smart TV and try streaming 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.

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

2. Login with your Astro ID.

3. Go to Manage Subscription.

4. Tap on Fibre plan.

5. Select your preferred speed and tap 'Proceed'.

6. Review order, select agreed and tap on 'Confirm order'.

7. Select 'Approve' to upgrade speed.

8. A confirmation order will be displayed.

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

We try to make as many movies and TV shows available for download. However, for some titles, while we may have the rights to offer them via streaming, we may not be able to offer them for download.

Huawei K562e

Disabling band steering means that there will be two frequency bands available for the users - 2.4GHz and 5GHz.

Note: Band Steering is called Dual-band Combination in the router web interface.

1. Please connect your computer or laptop to your Astro Fibre router using 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.

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

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

5. At the top of the page, click Wi-Fi to configure the WiFi parameters.

6. Click on Dual-band Combination button to disable the Band Steering.

7. Set the Wi-Fi name and Wi-Fi Password for both 2.4GHz and 5GHz bands based on your preference. Then click "Apply" for the changes to take place.

8. Kindly ensure to reconnect your WiFi according your new WiFi name and password.

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

Please ensure that you are logging in with the correct Astro ID and password. If you cannot remember your password, use the “Forgot Password” option to reset.

If the issue persists, you can submit an enquiry through our feedback form here. Please refer to the steps below:

Step 1: Select Feedback Type: Technical issues
Step 2: Select Issue: I have an enquiry/issue with Apps

Then choose the app you’re having trouble logging into and submit the form.
We will get in touch with you within 48 hours.

Important: To use Astro GO, My Astro, and other partner apps included in your subscription, your Astro ID must be linked to an active Astro subscription. You can refer to the steps here to learn how to link your Astro ID.

If Netflix is included as part of your Astro pack, you will find it in My Astro app

where you will be able to manage all the streaming apps you are entitled to.

Netflix will also be included in your Astro bill under “Monthly Charges”

If you have added Netflix to your bill (Netflix Add-on), the Netflix subscription charge will appear in your Astro bill under “One-time charges” as Netflix App Subscription or Netflix Premium and will be charged monthly. You should refer to Netflix account Management for any changes to your Netflix subscription or should you wish to change to other billing methods.

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

STEP 4
Navigate to Add Profile.

STEP 5
Choose your Profile.

STEP 6
Input the Profile Name and navigate to DONE.

STEP 7
Choose the Age Group of the new profile and press "OK".

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

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 TV Settings and press “OK”.

STEP 4

Navigate to your preferred selection and press “OK”.

STEP 5

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

If you're experiencing technical issues, please visit Astro's Help & Support page and follow the troubleshooting steps for your issue: https://support.astro.com.my/category/streaming-app

If the issue persists after following the recommended troubleshooting steps, please contact our customer support team via WhatsApp at 03-9543 3838 for further assistance.

If an error message on your TV has one of the following keywords:
- Switch to Continuous Viewing
- Service Currently Not Available (SCNA)
- (Code: SCNA)

You can proceed with the troubleshooting steps below 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.

Centralised Dish

If your Astro Box is connected to your apartment or condo building's centralised dish and the issue persists, please contact your respective Building Management before reaching out to our agents.

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

To check your contract, please visit My Astro.

It will begin on 1st March 2024 and onwards.

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.

Currently, you can only select one Netflix subscription at a time. Your available options include the Basic 24 Months, Standard 24 Months, or Premium 24 Months plans.

Multiroom (Astro Box) requires an Astro box to be set up and can be accessed through the regular satellite feed or streaming on home Wi-Fi. Meanwhile, the Multiroom (Smart TV) only requires a Smart TV and no installation is needed. Customers can download the Astro Smart TV app on the Smart TV to stream.

Users can easily access all their streaming Apps such as Netflix, Disney+, Viu etc by clicking the “APPS” button on their remote control. After clicking this button, they will be brought to the Apps rail under the home page.

Yes, you can watch content on up to 4 different devices simultaneously using the same account. You can have 4 logged-in devices and 4 profiles, allowing for 4 concurrent streams.

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

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

You may use the 'forgot password' recovery feature on the login page. Just enter the email address/ mobile number you signed up with and we will send you a recovery email.

To subscribe to the Netflix 24-month ala-carte plan, you'll need to upgrade your current Astro subscription to an Astro One Pack. Once upgraded, the Netflix 24- month ala-carte plan will be available for both the Astro One Entertainment and Sport Pack.

This error indicates that you are streaming on Astro GO while being connected to Static or Fixed IP. Alternatively, you can try accessing Astro GO via Hotpot.

If you still facing the same issue, proceed to submit report via WhatsApp or Feedback Form.

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.

a) Launch the app on your new Smart TV device and follow the instructions on screen to log in.

b) You will receive a notification on your mobile that the maximum no. of registered devices has been reached and see the list of registered devices.

c) Choose the old Smart TV to be removed and your new Smart TV will be added automatically.

No, there are no installation or activation fees for Astro X3, as these plans do not require a set-top box or installation. Once your sign-up is complete, you can start streaming Astro content immediately via the Astro app on your Smart TV or through Astro GO on supported devices.

Unfortunately, this Astro Fibre App is only supported with RG21 or RG31 (launching soon) router. For any enquiries, please contact our Customer Contact Centre at 03 – 9543 1543 and an Astro agent will be available to assist you immediately.

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

STEP 2
Locate the Smartcard at the front or right side and gently pull it out make sure that the adapter's power light is off.

STEP 3
Wipe the Smartcard's gold chip clean using a dry soft cloth.

STEP 4
Make sure the gold chip is facing upwards 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 box. You should no longer be experiencing this problem.
If issue persist, please submit the issue in our Feedback Form and attach a picture of your General tab of the STB Diagnostics for assistance.

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.

If you're still having trouble activating your Prime Video subscription, please reach out to Astro Customer Service for help:

1. Sending a WhatsApp message with "Hi" to 03-9543 3838 for assistance.
2. www.astro.com.my/contactus/form

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.

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

a. At-Home Collection:

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

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

OR

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

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

Operation hours for our appointed courier partner:

City-Link

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

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

Operation hours for our appointed courier partner:

City-Link

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