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.

UNABLE TO BROWSE OR ACCESS CERTAIN WEBSITE - ALLO

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.

There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.

Try loading the site on a different device.
- Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.
- If the website doesn't load on another device, the problem is either with the network
Restart your computer.
- Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
Try loading the site in a different browser.
- There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.
Temporarily disable your antivirus program.
- Your antivirus software may be interfering with your ability to load certain websites.
- Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.
Reset your modem and router.
- Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.
Check your computer's date and time settings.
- If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.
- Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

In the event the problem persists, please provide below details for further escalation:

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

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.

WHY IS THE CLASSIFICATION SYSTEM SHOWN ON MY ASTRO PVR/B.YOND BOX DIFFERENT COMPARED TO THE ULTRA/ULTI BOX AND ASTRO GO?

Astro is no longer updating the software in non-Ultra/Ulti Boxes as they have reached their end-of-life cycle. Therefore, non-Ultra/Ulti Boxes will maintain their current classification systems. Nonetheless, you may refer to content.astro.com.my for all the updated age ratings. Please refer to the table below to see the difference in classification systems between our platforms:

DO I NEED TO CONFIGURE THE WIFI PARAMETERS ONCE MESH NETWORK IS SET UP?

The WiFi SSID and password of the Mesh unit will be automatically synchronized to the WiFi router. Hence, there is no need to configure the WiFi parameters.

*WiFi SSID (Service Set Identifier) is the name of your wireless network, also known as Network ID. It is viewable to anyone with a wireless device within reachable distance of your network.

VIEW STB DIAGNOSTICS - GENERAL DIAGNOSTICS (ULTRA BOX / ULTI BOX)

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 STB Diagnostics and press "OK".

STEP 4

Select General Diagnostics and press "OK".

STEP 5

Details information of General Diagnostics screen will be displayed.

STEP 6

Press down arrow on your remote to get more information.

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.

IF I PURCHASED A PACKAGE AFTER 29TH FEBRUARY 2024, WILL I BE CHARGED AN 8% SERVICE TAX?

Yes, customers will be charged 8% Service Tax for packages purchased after 29th February due to the implementation of the 8% Service Tax starting 1st March 2024.

CAN I REQUEST FOR TRANSFER OF EQUIPMENT OWNERSHIP / MERGE OF EQUIPMENT / SPLIT OF EQUIPMENT IF I HAVE AN OUTSTANDING BALANCE IN MY ACCOUNT?

Settlement of total outstanding balance is to be made prior to any of the request.

CHANGE VIDEO RESOLUTION SETTINGS - ULTRA BOX/ ULTI BOX

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 Video Resolution and press “OK”.

STEP 4

Navigate to your preferred selection and press “OK”.

Recommended to select Auto.

STEP 5

Navigate to Save and press "OK" to confirm your selection if able to read the text properly.

Otherwise, navigate to Cancel to revert to previous settings.

TIME - DLINK ROUTER

You may proceed with the following troubleshooting steps and it shouldn't take you much longer than 15 minutes.

1. Please standby a computer/laptop to access to the internet and connection must be via LAN cable (connect the LAN cable to the Black port at D-Link 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 http://dlinkrouter.local./ and below page will appear. (These are the defaults and if you have done a configuration on your router previously, the password may be different)

Username: admin

Password: (Leave the field blank)

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, click Settings and then choose Wireless.

6. Below screen will appear to configure the wireless setting. Since this is a dual band router, you will have 2 Wi-Fi Names (SSID); i.e. 2.4GHz and 5GHz.

i. For 2.4GHz setting, click Advanced Settings to display more available options.

ii. To change the channel, click the drop-down arrow for Wi-Fi Channel, then select your desired channel.

Choose between 1 to 13 (Suggested channels : 1,6,11). Click Save for the changes to take place.

The router will auto reboot and connection will re-establish after few minutes.

iii. Next, for 5GHz setting, click Advanced Settings to display more available options to make changes on the wireless channel for 5GHz.

iv. Click the drop-down arrow for Wi-Fi Channel, then select your desired channel from the selection.

v. Click Save for the changes to take place. The router will auto reboot and connection will re-establish after few minutes.

WHO IS ELIGIBLE TO REGISTER AND CANCEL THE AUTO-DEBIT FACILITY?

Only the account holder is allowed to manage the auto-debit facility. However, a third-party card holder has the right to withdraw their registered card from the linked-account with proper validation.

WHAT HAPPENS IF I MOVE TO A NEW LOCATION DURING THE CONTRACT PERIOD?

You will need to bring along all devices to your new place as no new devices will be issued.

Relocation will be subjected to new 24 months recontract and standard relocation fee applies for both Maxis and Allo respectively.

WHY DOES ASTRO RECOMMEND THIS FEATURE TO BE DISABLED?

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.

WHY IS THIS ACTIVITY BEING CARRIED OUT?

We want to ensure that only the authorised account owner can have access to their Astro account. This activity ensures that only you can log in and access all the details tied to your Astro account.

MODEM NO POWER - ALLO

1. Ensure power cable is connected tightly.

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.

HOW WILL THE SERVICE TAX BE CHARGED IN MY BILL STATEMENT?

In the new bill layout, there are three tax indicators for customer to refer: S1 (8%), S2 (6%), and N (non-taxable item). Each item list will be marked in accordance with the tax indicator below:

SPLIT WIFI TO 2.4GHZ AND 5GHZ

1. Unifi netis brand

The following shows an Interface based on Unifi router

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

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

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

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

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.

HOW LONG WILL I GET TO ENJOY THIS SPEED UPGRADE FOR?

For customers whose sign-up speed is 50Mbps, 100Mbps or 500Mbps, you will get to enjoy your upgraded speed of 100Mbps/500Mbps/800Mbps for 24 months.

WHAT IS ASTRO MULTIROOM?

Astro Multiroom is a 2nd Astro subscription that mirrors all the channels on your primary Astro at a discounted monthly fee. You can now enjoy Astro on different TVs in different rooms.

WHY AM I SEEING A "ZERO CHARGE' ON MY DISNEY+ HOTSTAR APP?

The charge for your Disney+ Hotstar subscription is reflected in your Astro subscription, and not on the Disney+ Hotstar app/website. For details on your subscription, please call our Customer Contact Centre or WhatsApp us "DH Help

WHAT ARE THE DIFFERENT PAYMENT CHANNELS AVAILABLE?

Astro customers can make payments via Auto-debit, WhatsApp,Astro Quick Pay and other authorised payment channels withoutsurcharge for the easiest and fastest way to pay their Astro bills.

‍Bill payments at selected petrolstations, convenience stores, retail/mobile shops, kiosks, and e-Wallets, may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (Razer), ATX, MobilityOne and e-Pay.

The surcharge is imposed by third-party payment collection partners for services rendered.‍

You can refer to all our payment options below. Those marked with ‘*’ will be subject to a surcharge by appointed collection agencies.
‍
A. HASSLE-FREE METHODS

Auto-Debit:
Click here for step-by-stepinstructions on how to activate auto-debit payment via My Astro Portal.‍

WhatsApp:
Save Astro’s WhatsApp number 03-9543 3838 into your contacts and send “Hi”to us via WhatsApp.
Follow the instructions in the menu to proceed with your payments.

JomPAY:
Look for the JomPAY logo on your latest bill, log into your preferred online banking platform, and submit your payment details.
• Biller Code: 9639 (unique to Astro only)
• Ref-1: <10-digit Astro account number> (E.g. 08XXXXXXXX)

B. ASTRO SELF-SERVICE METHODS

Astro Quick Pay:
Visit pay.astro.com.my.
Just enter your 10-digit Astro Account Number and proceed with theinstructions that follow.

My Astro Portal:
Login to My Astro Portal to conveniently make your payment online.
Select ‘PAY BILL’ and proceed with the instructions that follow.
You can also use this portal to check your billing and payment history.

Channel 200:
Tune into CH200.
Select 'My Account'.
Click on 'Make Payment' and follow the instructions displayed on the screen.
SMS the code shown on your TV to 33777.
Wait for the SMS reply with an attached link to proceed with your payment.

My Astro App:
Download My Astro app (available for FREE on both Google Play & Apple App Store).
Register/Login/Link account and provide a valid email address and mobile number.
Select 'My Account' on the menu bar to view your outstanding balance and click on 'Let’s Pay' to make your bill payments.
You will receive a push notification in your message inbox verifying that your payment has been made, upon successful payment.

C.BANKS

Maybank:
ATM
Online banking
‍Visit maybank2u.com.my for more information.

Public Bank:
ATM
Cash Deposit Machine & Cheque Deposit
Online banking
‍Visit pbebank.com for moreinformation.

Bank Simpanan Nasional:
ATM
Cash Deposit Machine
Online banking
SMS banking
BSN Ejen Bank Berdaftar (EBB)
Over-the-counter payments
‍Visit mybsn.com.my for more information.

Agrobank:
ATM
Online banking
Over-the-counter payments
‍Visit agrobank.com.my for more information.
‍

D. e-WALLETS
A‍TX*
Boost, GoPayz, KelantanPay, Zcity (GEM REWARD), SabahPay, Tapay, GoPay,MerchantTradeMoney, ToneGroup, Elinking, Mpay, Mcash, and other various smaller wallets.

e-Pay*
Touch n Go (TnG), Grab Pay, Shopee, BigPay, True Money

‍E. OTHER METHODS‍

‍Associated Retailers:

RMS (Razer/ MOL)*
7-Eleven, 99 Speedmart, Caring Pharmacy

ATX*
RedONE Shop, Mobile Money, Runcit Hero (telecommunication shops), Parcel Hub (courier shops), Kiosk, DHL

Mobility One*
Kedai D’mart, Happy Mart, Pasaraya Sakan, PusatKomuniti Desa (PKD), Aeon Big and various sundry shops‍

e-Pay*
Petrol stations (Petronas, Shell, BHP, Caltex, Petron), KK Mart, Mydin, MyNews, SenHeng, Hai-O, Giant, TF ValueMart, Billion, Big Pharmacy

BROADBAND NO SERVICE - ASTRO FIBRE

You need to identify your modem type by looking at the modem light indicator before proceeding with troubleshooting.

The type of modem is indicated as per below:

MODEM INDICATOR 1

MODEM INDICATOR 2

MODEM INDICATOR 3

BTS 1
Please power off your modem and router. (This is to refresh your modem and router performance)
Make sure the fibre cable from your wall socket to modem is securely connected.

3. Please ensure the LAN cable is securely connected from router to your devices (Astro Box/Laptop etc.)

Modem connection

Router connection

4. Now, power on modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 2

1. Please power off your modem and router.
(This is to refresh your modem and router performance)

2. Make sure the fibre cable from your wall socket to modem is securely connected.

3. Please ensure both LAN cables on the Modem (LAN Port 2) and Router (Port 1) are properly connected.

Modem connection

Router connection

4. Power on your modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.

5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.

BTS 3

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, please connect to our agent for further assistance.

MODEM NO POWER - TIME

1. Ensure power cable is connected tightly.
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.

WHAT IS THIS INITIATIVE IMPLEMENTED BY THE GOVERNMENT REGARDING URL LINKS IN SMS?

The Malaysia Communication and Multimedia Commission (MCMC)has issued a directive to all telecommunication companies (telcos) to block the sending and receiving of SMS with URL links. The move is aimed at preventing users from becoming victims of online scams. This exercise is applicable for all person-to-person SMS with URL links sent to or received from local and international mobile numbers, which has already taken effect as of 2 May 2023.

CAN I MAKE PAYMENT WITHOUT MY ASTRO BILL STATEMENT?

Some of our payment partners require payees to scan the barcode on the statement to make payment. Always bring your Astro bill statement when making payment over the counter.

CONNECT TO NEW WI-FI CONNECTION - HD ENABLED BOX

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:
STEP 1
On your remote, press the “HOME” button and the home menu will be displayed at the bottom of your screen.
STEP 2
Navigate to SETTINGS and press “OK”.
STEP 3
Navigate to STB DIAGNOSTICS and press “OK”.
STEP 4
Navigate to Network and press "OK".
STEP 5
Navigate to Wi-Fi and press "OK".
STEP 6
Select New Connection and press "OK".
STEP 7
Select your Wi-Fi network and navigate to "Connect".
STEP 8
Please enter the password to connect to your network and press "OK".
STEP 9
You are successfully connected when this screen appears.

WHERE CAN I GET MORE INFORMATION REGARDING CHINESE CONTENT AND TVB ANYWHERE+ APP?

If you would like more information or to provide feedback, kindly log in to our support page via support.astro.com.my. For more questions regarding Astro Pack, you may reach out to us via call at 03-7481 1000 (Monday to Friday, 9AM – 6PM exclude public holidays).

WHICH NEW PACK COMES WITH NETFLIX?

Any packages with Entertainment Plus, Movies Plus & Sports Plus will include Netflix. The default Netflix offering is Netflix Standard (2 screens and HD viewing) as part of your Entertainment Plus, Movies Plus and Sports Plus subscription. You can upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM 10 (inclusive of govt. tax).
Note: For the above subscriptions, you may use the email address used for your existing subscription with Netflix to activate and the future billing for Netflix will be transferred to your Astro bundle charges. For users that are billed for Netflix through Apple before joining the Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro bundle else you may be double charged for your Netflix account.
If you do not have a bundle which includes Netflix, you may also add a new Netflix subscription to your Astro Bill for billing convenience.

FAQS: IQIYI ON ASTRO

What is the "iQIYI Video - Dramas & Movies" App?
The iQIYI App is an on-demand video streaming service provided by iQIYI that was first launched in June 2019 in more than 191 countries providing the best Asian dramas to viewers across the world. iQIYI allows subscribers to watch all their favourite Asian entertainment including dramas, variety shows, movies and anime, with subtitles in multiple languages and equipped with Dolby Atmos for the most immersive experience at their fingertips.

Where can I access the iQIYI App?
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.

How do I access the iQIYI App on the Ultra/Ulti Box?
After completing the subscription process, you will be able to access the iQIYI App on the Ultra/Ulti Box by following the steps below:

On your Ultra/Ulti Box
Step 1: At the Home menu, go to the App Rail and select "iQIYI"
Step 2: Click "OK" on your Astro remote
Step 3: While on the iQIYI App Home Page, navigate to "VIP account" located at the top left pane and click "Login". A page with a QR Code will be presented on your TV screen
Step 4: Scan the QR code using your mobile device and you will be directed to the iQIYI mobile app
Step 5: Follow the steps under "On Mobile App" below to pair your iQIYI account with your Ultra/Ulti Box

On the iQIYI Mobile App
Step 1: Download the iQIYI App on your mobile device
Step 2: At the login page, select "Continue with Astro"
Step 3: Log in with your Astro ID
Step 4: Click on the "Me" icon located at the bottom of the screen, and you will be presented with your iQIYI profile page
Step 5: Click on the in-app QR code scanner located at the top right corner of the screen
Step 6: Scan the QR Code displayed on your TV screen with the in-app QR code scanner. Refer to Step 3 under "On your Ultra/Ulti Box" above
Step 7: The screen on your TV will reload automatically and the iQIYI App home screen will be displayed. Now, you can enjoy the iQIYI App on your Ultra/Ulti Box!

Can I access the "iQIYI Video - Dramas & Movies' App outside of Malaysia?
Yes, the iQIYI app is accessible globally. However, the content of the app might differ depending on the country which will be tailored based on local content rights and market preferences.

Can I download the content on the iQIYI App for offline viewing?
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.

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.

Are there any subtitles or dubbing available for the content on the iQIYI app?
The iQIYI app offers subtitles in multiple languages for all their content excluding some variety shows. However, no dubbing option is available yet. You will be able to select or switch off your subtitles when you play your video in full screen.

Can I change the interface language of the iQIYI app?
Yes, you may change the interface language of the app. To access the language settings, please click "Profile" > "Settings" > "Language" and select your preferred language.

If you have any further questions regarding the app, please go to "Profile" > "Help and Feedback". Thank you for your support.

iQIYI VIP Subscriptions

What is a VIP subscription?
As a VIP (Standard VIP or Premium VIP), you will be entitled to enjoy the benefits of the VIP subscription, including:
Access to exclusive content only on iQIYI
Early access to selected content episodes
Where available, access to high definition (up to 1080P viewing quality) and surroundsound (Dolby Audio) versions of the Content
The ability to skip advertisements
Up to 2 concurrent viewing
Additionally, as a Premium VIP, besides the benefits mentioned above, you will also be entitled to the following benefits:
Advance previewing of selected content episodes labelled as "locked"
Where available, access to high definition (up to 4K viewing quality)
Up to 4 concurrent viewing of VIP content, compared to only 2 concurrent viewing enjoyed by Standard VIP members
If you have more questions about these VIP privileges, please let us know by following these steps: "Profiles" > "Feedback". More privileges are in development for VIPs. Please stay tuned and join IQIYI as a VIP to enjoy these benefits.

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 much does it cost to join iQIYI as a VIP?
All new and existing Astro Pay-TV customers are entitled to Astro special price when they signup for iQIYI as a VIP member via Astro at www.astro.com.my/iqiyi.

How do I make payment for my iQIYI VIP subscription?
The monthly subscription fee for your iQIYI VIP subscription will be reflected in your Astro bill accordingly. For example, your Astro billing cycle is on the 20th of every month and you just signed up for the iQIYI Standard VIP subscription via Astro on 15October. Your iQIYI monthly charge will be reflected on your upcoming bill on 20th of October, and on the subsequent months' bills, as follows:

When can I start enjoying my VIP subscription?
You will be able to enjoy all the content on the iQIYI app immediately upon successful purchasefrom the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.

I am an existing iQIYI VIP; will I get to enjoy Astro special price?
If you are an existing iQIYI VIP, you may cancel your existing VIP subscription with iQIYI and signup again via astro.com.my/iqiyi to enjoy the special price by adding your subscription to your Astro bill.

Where can I view my iQIYI entitlement expiry date/next payment details?
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.

How do I cancel my iQIYI VIP subscription?
You may cancel your iQIYI subscription in the app by following these steps:
Step 1: Go to Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
Step 4: Click on "Cancel VIP subscription"

Will there be any penalty fees if I cancel my iQIYI VIP subscription?
There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.

App Issues

Who may I contact if I encounter any problems with the iQIYI app?
There are 4 ways for you to contact us for assistance:
Submit an in-app feedback form via the iQIYI app by following these simple steps:
Step 1: Click on your Profile
Step 2: Click on "Help & Feedback"
Step 3: Click on "Feedback" at the bottom of the page
Step 4: Fill in your email address. Please ensure it is accurate as you will be contacted via this email address.
Step 5: Briefly explain the problem/trouble/feedback
Step 6: Click "Submit"
Please contact the iQIYI customer service team via contactus@qiyi.com. You will receive a response within 3-5 working days.
Kindly include your iQIYI UID information when you submit your feedback via email by following these simple steps:
Step 1: Open the iQIYI app
Step 2: Tap on the "Me" button at the bottom right
Step 3: Tap on your username at the top left
Step 4: Scroll down to the "Personal Data" page and copy your "UID" number
If you are an Astro customer, you may also contact our Customer Service by:
Submitting a feedback form here: https://support.astro.com.my/feedback-form;
Reaching to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.

Can I choose to opt-in/opt-out of receiving any marketing materials via email from iQIYI?
Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.

Astro Login
How do I register for an Astro ID?
Download the iQIYI app > Select "Profile" > Click on "Log in with Astro ID" > Click on "Do not have an Astro ID? Click here".

Can I update my email address/mobile number for my Astro ID?
Yes, please visit Astro's Self Service Portal via myastro.astro.com.my to update your email address or mobile number.

I have forgotten my password; what should I do now?
Step 1: Click "Log in" and click "Forgot my password"
Step 2: Enter your email address and click "Submit"
Step 3: An email will be sent to your registered email address with further instructions on how to reset your password

How do I unlock a locked user account?
You may contact Astro's Customer Service by:
Submitting a feedback form here: https://support.astro.com.my/feedback-form
Reaching out to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.

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

DO I HAVE TO BE AN EXISTING ASTRO CUSTOMER TO HAVE AN ASTRO ID?

No. If you are a non-Astro subscriber, you will still be able to create an Astro ID, but access and use of Astro's digital services will be limited. If you are an Astro subscriber, please link your Astro ID to your Astro account number to enjoy exclusive access to all of Astro's digital services.

WHAT IS THE DIFFERENCE BETWEEN ASTRO FIBRE BUNDLE AND ASTRO FIBRE SUBSCRIPTION?

Astro Fibre Bundle is a subscription service of broadband together with your desired Astro TV package, while Astro Fibre is a service that allows you to subscribe to Astro Fibre broadband only.

TIME - TPLINK ROUTER

You may proceed with the following troubleshooting steps and it shouldn’t take you much longer than 15 minutes.
1. Please standby a computer/laptop to access to the internet and connection must be via LAN cable (connect the LAN cable to the Black port at D-Link 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 Basic and then click Wireless tab on the left menu to access to below screen.
6. Since this is a dual band router, you will have 2 Wireless Network Names (SSID) i.e. 2.4GHz and 5GHz. You may connect to any of the SSID, preferably with a stronger signal available.
7. You may change the Wireless Network Name (SSID) and the Password to follow your preferences, then click "Save" for the changes to take place.
Please reconnect to the new wireless name with the new password once completed.
‍

WHAT SHOULD I DO IF I HAVE YET TO RECEIVE MY PLUG & PLAY BOX?

You may report the incident on WhatsApp at 03-95433838 by typing PNP and our dedicated agents will attend to your matter. Please have your Airway Bill tracking numbers ready for validation.
If a replacement box/Astro SIM card is deemed necessary, a new Plug &Play Box and a new Astro SIM card will be couriered to your service address.

WHAT ARE THE CHARGES FOR CUSTOMERS WHO ARE ON MULTI FREQUENCY E.G. EVERY 3 MONTHS, EVERY 6 MONTHS ETC.?

For multi-frequency customers, RM10.00 is charged per physical bill generated.

PLEASE INSERT THE CORRECT ASTRO SIM CARD WITH THE ARROW FACING DOWN. (CA 14)

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 box. You should no longer be experiencing this problem.
If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

WHY ARE SOME STREAMING APPS LABELLED WITH "COMING SOON

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.

IN A SCENARIO WHERE THERE ARE MORE THAN 1 MESH UNIT, IS IT POSSIBLE TO PAIR THE SECOND MESH UNIT WITH THE FIRST MESH RATHER THAN THE WIFI ROUTER?

Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.

MY SMART TV IS HAVING SOME TECHNICAL ISSUE, CAN I DO A TEMPORARY CANCELLATION OF MULTIROOM (SMART TV) AND RESUME ONCE THE SMART TV IS REPAIRED?

Yes, however we do advise keeping your subscription while your TV is being fixed to avoid having to download the app again.

HOW MANY FAMILY MEMBERS CAN I ADD TO THE ASTRO FIBRE APP?

Currently, you may only add a maximum of five family members to the Astro Fibre App. However, kindly note that we are working on allowing users to add more family members in the future.

WHY SHOULD I SUBSCRIBE TO A NETFLIX ON ASTRO VS DIRECT SUBSCRIPTION VIA THE NETFLIX APP?

With numerous OTT entrants, consumers are suffering from subscription fatigue. In fact, they are looking for a one stop shop platform where OTT services are integrated in one place.
Astro offers flexibility and convenience with new packs where customers can get the convenience of accessing a variety of content via Ultra Box as the single remote-control solution.
In addition, there will be cost savings for Astro customers to purchase both Netflix and Astro together. Even better deals available if customers also subscribe to broadband for a better-connected experience.

AS A CURRENT ASTRO CUSTOMER, WHAT HAPPENS TO MY EXISTING CONTRACTS UPON MOVING TO THESE NEW PACKS?

Your existing contracts and corresponding rewards including but not limited to discounts/rebates will be removed with no penalty applied and replaced with the new contracts associated with the new packs. Exception applies to Disney+ Hotstar (3-Month Pack) and Multiroom campaigns in which remaining contract durations will be brought over if the subscription is continued or penalty will be applied upon discontinuation of said subscriptions.

I NEED FURTHER ASSISTANCE WITH MY DISNEY+ HOTSTAR ACCESS; WHO CAN I CONTACT?

For any access related queries on Disney+ Hotstar, please call or WhatsApp "DH Help

INTERNET INTERMITTENT OR FREQUENT DISCONNECTION - ASTRO FIBRE

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
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.

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

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.
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.

CHANGE TV DISPLAY SETTING - HD ENABLED BOX

STEP 1
Press "HOME" button on your remote control.
STEP 2
Navigate to Settings and press "OK".
STEP 3
Navigate to Display and press "OK".
STEP 4
Navigate to TV Settings and press "OK".
STEP 5
Navigate to Conversion for 4:3 Input Video, select your preferred selection and press “OK”.
STEP 6
Select Yes, continue and press "OK" to confirm on the changes.
Otherwise, select No, go back to cancel.

SLOW BROWSING AT CERTAIN WEBSITE - ALLO

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

TEST SATELLITE FREQUENCY - ULTRA AND ULTI BOX

STEP 1
On your remote, press the HOME button.
STEP 2
Navigate to SETTINGS icon and press "OK".
‍
STEP 3
Navigate to Manage Satellite Frequency and press “OK”.
STEP 4
Choose Test Satellite Frequency and press “OK”.
STEP 5
Choose "Confirm" to continue Test Satellite Frequency and press “OK”.
‍
STEP 6
Satellite Frequency Test progress screen will be displayed.
‍
STEP 7
The test result will be displayed once completed.

WHAT ARE THE ITEMS THAT I NEED TO RETURN TO ASTRO?

For customers with the Ultra or Ulti Box, you are required to return only the Astro box along with the Smart/SIM Card. There is no requirement to return the remote control, power cables or satellite dish/outdoor unit (ODU).
For customers on other Boxes, you are required to discard them (and their accompanying devices such as the Smart/SIM Card) only at registered collection centers for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection center near you.

I AM CURRENTLY USING A SONY TV MODEL THAT DOES NOT SUPPORT 4K UHD; CAN I STILL WATCH THESE CHANNELS IN LOWER RESOLUTION?

Yes, you may still watch CH550 Love Nature and CH811 Astro SuperSport which offers the same content/programmes, but in HD resolution. Kindly note that CH811 Astro SuperSport is only available for customers on the Sports, Sports Plus, Premium 1, Premium 2, Premium 4, Platinum Lite and Platinum Packs.

WHAT ARE THE CHANGES MADE TO MY SUBSCRIPTION PACKAGES ON 1ST APRIL 2024?

Bundle Packs with Chinese Favourites: If you are currently on the Chinese Favourites selection, your selection will switch to Viu Premium at no additional cost progressively from 1 April 2024. Not to worry, you may still manually switch to other Asian Favourite selections if you wish via the My Astro app.
Chinese Favourites Add-ons: There will not be any changes to your current subscription pricing. Furthermore, your subscription will now include additional channels on a free preview basis.
Old Packs: There will not be any changes to your current subscription pricing. However, as we have recently made adjustments to the channel lineup in our packs, please call us at 03-7481 1000 (Monday to Friday, 9AM – 6PM exclude public holidays) to find out how you get more value from your subscription.

WHAT IS BAND STEERING?

Band Steering is a functionality that our WiFi router (Huawei K562E) has that intelligently connects devices to its WiFi to the best frequency bands available based on usage, speed and coverage by using only one same SSID for both 2.4GHz and 5GHz band.

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.

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.