The fee is a one-time activation fee that will be charged when you subscribe to the Plug & Play Box.

If your My Astro App is still accessible, you may go to Account then scroll down to Support & Settings. Click Submit Your Enquiry to provide your feedback either through the feedback form.

OR

You may submit your feedback here.

Please perform the following checks and troubleshooting steps:

1. Check if your TV supports the Astro app.
The Astro app is generally available on selected:

• Android TV / Google TV
• Samsung Smart TV (selected models)
• LG Smart TV (selected models)

Kindly check that your Smart TV supports the Astro Smart TV app (kindly refer here).
If your TV uses a different operating system (e.g., older proprietary OS), the Astro app may not be available.

2. Update your TV software.
Go to: Settings → Support → Software Update
Install any available updates, then restart the TV and try again.

3. Search the correct app store

• Samsung: Apps
• LG: LG Content Store
• Android/Google TV: Google Play Store

Search for "Astro" or "Astro GO" (depending on your region and service availability).

4. If your TV's region is set incorrectly, certain apps may not appear.
Look under: Settings → General → Location/Region
Ensure it matches your actual country.
If you are still having issues, 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.

No additional subscription is required. Video On Demand (VOD) is a value-added service for all Astro customers with connected Ultra Box and Ulti Box. All you have to do is connect your box to your home Wi-Fi and you'll be able to access the world of on demand. Binge-watch, rewind, fast-froward and stream all your favourite shows anytime.

Yes, Prime Video is available to Astro customers through the following options:

• Included at no additional cost for customers on the Ultra/Ulti Box with either the Astro One Epic Pack or Movies Pack as part of your subscription bundle.
• Available from 24 June 2025 at no additional cost for customers not on the Ultra/Ulti Box but subscribed to either the Astro One Epic Pack or the Movies Pack as part of their subscription bundle.

You can request for a password reset by clicking on "Forgot My Password' at the login page.

Please rest assured that streamingapps labelled with "coming soon"

will be available on Astro in the near future.Please visit product.astro.com.my/appsfor more information on the streaming apps available on Astro or follow oursocial media to get notified on latest launches.

Facebook: @Astro
Instagram: @astromalaysia
Twitter: @astroonline

Kindly take note that streaming apps labelled with “coming soon” will be made available on Astro once they areready. Astro reserves the right to delay or cancel streaming app launches, ifnecessary.

If you have more than one card registered for OTP payments, you will be asked to select the specific card to be used for that specific transaction.

Discover thousands of movies and series you'll love, and we are continuously expanding. If you would like to enjoy more movies on top of your current subscription, press the

Home

button and select

On Demand

. Use the arrow keys to scroll to

Store

. Pick and choose to rent any movie for up to 48hours.

1. Sending a WhatsApp message with "Hi" to 03-9543 3838 for assistance.

2. Submitting a feedback form at www.astro.com.my/contactus/form.

Alternatively, for any issues related to Prime Video, users can visit the Prime Video Help page for further assistance from Prime Video.

Yes, a switching fee of RM 10 will be incurred when you unsubscribe from Sun NXT Premium or downgrade your subscription tier. However, for customers unsubscribing from Sun NXT Premium via Astro's Self-Service Portal, this fee will not apply.

Please be sure to take your decoder, satellite dish, smartcard, remote control and all other fixtures after dismantling is done by the technician.

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

Mesh WiFi technology greatly improves the WiFi network coverage within your home and virtually eliminates all WiFi “dead spots”. However, like all technologies there are limitations that you should be aware of.

The pairing of Mesh unit to the WiFi router is automatically handled between the WiFi router and the Mesh unit after it calculates its current position in relation to the WiFi router and surrounding Mesh unit (if available) already connected to the WiFi router.

If you are self-installing the mesh at your house, it is advisable for you to always pair the Mesh unit(s) with the WiFi router only regardless of how many Mesh unit available at your house.

Please note that if you have a Mesh connected to another Mesh, the expected performance of the WiFi speed will not perform as optimally as when compared to a Mesh connected directly to the WiFi router. Adding more points (also referred as Number of hops) in between your device to the WiFi router which will cause a reduction in bandwidth and add latency.

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

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.

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.

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

You can watch Disney+ through any of the following methods:

a. Astro Ultra and Ulti Box by launching the Disney+ app under the Apps rail on your Home page.

b. Personal devices (e.g. mobile phones, tablets and Smart TVs) by downloading the Disney+ app or visiting the Disney+ website.

You will need to log in using the credentials created during activation.

Visit the app store on your Smart TV and search for the Astro Smart TV app to download it.

After order submission, the Plug & Play Box and Astro SIM card will be couriered separately to your service address. The delivery dates with the tracking numbers will be communicated via SMS.

The Plug & Play Box and Astro SIM card should arrive within 3-working days after your order submission. You may self-install your box by following the guide here.

No. When you log in to the new Disney+ app using the same email address or mobile number associated with your existing Disney+ subscription, Disney+ will match the subscription linked to your account, so you can continue using your current subscription without duplicate billing.

When you have reached the duration (years) needed for the upgrade, we will upgrade you into your new tier and your shiny new rewards will appear in the My Astro app. You are still eligible for all the rewards from previous tiers too.

As an existing customer, you will notice some changes after migrating to the new Disney+ app as some personalised viewing data, such as profiles, viewing activity, downloads and app preferences, will not be migrated.

Therefore, you will need to set up your profiles and preferences again when you first start using the new Disney+ app.

For further enquiries regarding the Disney+ app migration, new Disney+ app experience and app-related features, please visit the Disney+ Help Centre.

Further details on pricing, billing and availability will be confirmed in coming months. Look out for more details and register your interest via https://astro.com.my/Netflix

Yes, the 6% Service Tax applies to add-on Astro services effective bill date 9^th July 2024 onwards.

Please contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your card information from being misused in fraudulent transactions.

For customers with Entertainment Plus, Movies Plus, Sports Plus, Premium 2, Premium 3, and Platinum Pack

1. Launch Netflix from the home screen or via remote control.

1. Click on Get Started

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account. Once successfully completed, all existing settings and watching history on your Netflix account will be brought over. If you are a new Netflix customer, create a new account by filling in your email address and a password for your new Netflix account.

1. In the next screen, you will be shown your default Netflix package “Standard”, you can choose to upgrade to “Premium” here.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

For Non-Entertainment Plus, Premium 2, Premium 3, and Platinum Pack Pack customers (New Netflix customers)

1. Launch Netflix from the home screen or via remote control.

1. Click on Join Now

1. Create a new account by filling in your email address and a password for your new Netflix account.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

Note: The Netflix plan will be defaulted to Premium, you may select ‘Change Plan’ to choose the ‘Standard’ plan.

For Non-Entertainment Plus Pack, Premium 2, Premium 3, and Platinum Pack customers (Existing Netflix customers)

1. Launch Netflix from the home screen or via remote control

1. Click on Sign-in

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account.

1. You will be able to start watching Netflix on your Ultra/Ulti Box once you log in.

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you'll love.

Astro customers with an internet-connected Ultra Box or Ulti Box can access the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website.

Astro X3’s no-contract option is part of our upcoming offering to give customers greater flexibility and control over their viewing experience.

It is designed with simplicity and ease in mind—allowing customers to sign up, pause, or cancel at any time. More details on how it works and what’s included will be shared soon.

Stay tuned for updates!

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.

You can enjoy the Sun NXT app via Ultra or Ulti Box by following these steps:

1. Launch the Sun NXT app icon on your Ultra and Ulti box
2. Click on “Log in” button via top menu in Sun NXT app
3. Follow the instructions displayed on your TV screen

Each Astro customer can subscribe to a maximum of one (1) Multiroom (Smart TV) subscription. If you need additional Multiroom access, you may subscribe to Multiroom (Astro Box). All subscriptions must be used within the same location as the main subscription.

Auto-debit payment will be debited from your account 5-7 working days after your billing cycle date.
If your auto-debit payment is unsuccessful, you will receive an SMS alert.

If you see this message, it means your Astro account has reached the maximum number of devices allowed for registration.
Please perform the following checks and troubleshooting steps:

1. Manage Your Registered Devices

• 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.

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

Yes. If you’re on any Bundle which includes the Movies Pack, have the Movies Add‑On, are subscribed to the HBO Pack Add‑On or Astro One Epic Pack, you can stream the new channels on Astro GO from 1 March 2026 and 1 April 2026 accordingly.

Astro X3 offers a curated selection of entertainment and sports content designed to provide a great streaming experience. The availability of certain channels and programmes is subject to content rights and licensing agreements. We are continuously exploring opportunities to expand and align our content offering, with the aim of bringing more channels and content to Astro X3 in the future.

As for radio channels, Astro X3 is designed primarily for digital-first streaming households, focusing on video entertainment content. As such, radio channels are not included within the Astro X3 experience. Customers can continue to enjoy their favourite radio stations through dedicated radio streaming apps, which can be downloaded directly from their device's app store.

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.