Please provide your primary mobile number via My Astro Portal, or send it to one of our platforms found here.

Note:

• Any changes of contact details to be requested by account holder only.
• Only account holder's contact to be updated as primary mobile number in the system.

No, there will be no changes to your existing Astro subscription, package, pricing, or services. You can continue enjoying your current Astro experience as usual. The launch of Astro X3 does not affect your existing subscription unless you choose to make changes to your plan.

Zee5 is the only app that has a change in price upon the SST increase. Prices of Netflix, Disney+ , Viu, iQIYI, WeTV and Qalbox will not be affected.

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.

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.

When Band Steering is enabled, only one SSID network name with one password is available. Example:

i. SSID: SSID, Password: 12345678

If the Astro Smart TV app crashes on your Smart TV, please follow the steps below:

1. Clear the App Cache

• Clear the Astro Smart TV application cache on your Smart TV.
• Once completed, relaunch the Astro Smart TV app.
• Check if the issue has been resolved.

2. Reinstall the Astro Smart TV App

• Uninstall the Astro Smart TV app from your Smart TV.
• Download and install the latest version of the Astro app from your TV's app store.
• Launch the app after installation.
• Try playing content again to verify whether the issue has been resolved.

If the app continues to crash after completing the above steps, proceed to submit report via WhatsApp or Feedback Form and provide:

• Astro ID use
• Smart TV model
• OS version
• Details of the content being played when the crash occurs

This will help our support team investigate and assist you further.

You will be able to watch the same video on demand content on your Ultra/Ulti Box as the ZEE5 mobile app or website. However, ZEE5 live channels are currently not available on the Ultra/Ulti Box. Please stay tuned for updates!

• If you have signed up for a PVR (New customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you have signed up for a PVR (Existing customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you took up a PVR decoder at a special offer with the package subscription of Super Pack Lite/Super Pack/Super Pack Plus/monthly subscription > RM169.60 (price includes Govt tax), you will have to maintain your package subscription for a minimum of 6 months, or a flat penalty fee of RM106 (price includes Govt tax) shall apply.

You are attempting to play a content that is not part of your subscription. If you are not able to play a content that you are subscribed to, proceed to submit report via WhatsApp or

Feedback Form

.

Your purchase will be reflected on your next monthly Astro bill. For example, if you rented a movie for RM 15.00 for 2 days and your next bill statement is in 2 weeks. RM15.00 will be reflected in your Astro subscription bill in two weeks' time.

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

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

Yes, you can request e-invoicing for your last month's bill if you obtain approval before the last date of the allowable period for the month: 5 days after the end date of the invoice period.

Scenario A (Only for Aug ’24):
Bill Date: 07 Aug 2024
Bill Start/End Period: 07 Aug – 06 Sept 2024
Timeframe requesting e-invoice: 07 Aug – 11 Sept 2024 (within 5 days after the end bill period)
Request Outcome: You will get the e-invoice for last month’s bill dated 07 Aug 2024.

Scenario B (For Sept ’24 onwards):
Bill Date: 01 Sept 2024
Bill Start/End Period: 01 Sept – 30 Sept 2024
Timeframe requesting e-invoice: 01 Sept – 5 Oct 2024 (within 5 days after the end bill period)
Request Outcome: You will be getting the e-invoice for last month’s bill dated 01 Sept 2024

Scenario C (For Sept ’24 onwards):
Bill Date: 01 Sept 2024
Bill Start/End Period: 01 Sept – 30 Sept 2024
Timeframe requesting e-invoice: 6 Oct 2024 onwards (more than 5 days after the end bill period)
Request Outcome: You will be getting the e-invoice for the next bill cycle.

Only Visa, MasterCard, and American Express Credit Cards and Debit Cards issued by banks in Malaysia are accepted by Astro-owned payment channels. Official Astro payment partners may have different policies - please check with your preferred payment partner for the latest information.

You can access your ZEE5 Premium account on up to five (5) devices at a time, including your Ultra/Ulti Box. To ensure a smoother streaming experience, please sign out from any unused devices.

To allow customers to decide on their WiFi connection arrangement based on their preference upon being advised by the installer on-site.

User to manually connect their devices to different WiFi bands based on their usage and preference.

To request for a move, you may choose to:

(The fastest way) Self-serve by logging in to My Astro and follow the steps below:

1. Download the My Astro app or use the web version of My Astro
2. Login using your Astro ID
3. Go to Account > Profile > Address
4. Tap on the edit icon on 'Service address'
5. Verify your identity via SecureGo or OTP
6. Fill in your new address and confirm your relocation
7. A support ticket will be created and we will be in touch

OR

Submit your feedback via below link: https://support.astro.com.my/feedback-form

1: Choose Feedback Type

• Type: Technical issues
• Issue: I want to enquire about installation/ relocation

2: Fill in the form and click “Submit” support ticket.

Astro GO+ is a service add-on that:

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

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.

Starting 24 October 2024, Simply South will be available on the Ultra/Ulti box for Astro customers to enjoy on the big screen as well as web app and mobile app. If you are interested to upgrade to our latest Ultra/Ulti box and/or subscribe to Simply South subscription, please reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

For Astro Ultra and Ulti Box customers

• No action is required.
• The new Disney+ app will be made available automatically on your Astro Box from 7 October 2026.
• You can sign in using the same email address or mobile number associated with your existing Disney+ account to start streaming.

For customers who watch on personal devices (e.g. mobile phones, tablets or Smart TVs)

• Download the new Disney+ app to continue streaming Disney+.
• You can sign in using the same email address or mobile number associated with your existing Disney+ account to start streaming.
• The current Disney+ app will remain available until 4 November 2026, giving customers time to make the switch.
• Samsung and LG Smart TV users are encouraged to download the new app before 20 October 2026.

Yes, customer may choose to have different billing method for each different account.

Physical bill charging will only apply to the account that has opted for paper bills.

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

Astro customers can enjoy a special offer of RM10.80/month (RRP RM14.90/month) including tax when they subscribe to ZEE5 Premium via Astro.

You can subscribe to Multiroom (Smart TV) through any of the following channels:

a) Online via the Multiroom page
b) WhatsApp “Smart TV” or call 03-9543 3838
c) Astro Stores

Yes, effective 1st March 2025, your Astro subscription packs that are bundled with Netflix will have a price increase:

• Netflix Standard: An increase of RM4.50 (before tax) monthly will be applied.
• Netflix Premium: An increase of RM7.28 (before tax) monthly will be applied.
• Netflix Premium (Astro one Epic): An increase of RM2.78 (before tax) monthly will be applied.

No, SecureGo can only be tied to 1 device per Astro ID.

Starting 23 March 2023, Astro customers will be able to enjoy ZEE5 Premium’s exciting content offerings for only RM10.80/month on the big screen via their Ultra and Ulti Box, website or on the-go via the ZEE5 mobile app, available on Android and IOS devices.

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'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.

1. 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 or the website itself.

2. Restart your computer.

Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

Successful payment via JomPAY will be posted real time.

You will regain access to your channels on Astro immediately once the equipment has been installed at your new house, provided your account is active. Customers can still enjoy viewing via Astro Go.

The Viu free trial for Astro customers on the Ultra and Ulti Box has ended as of 8 June 2023. To
continue streaming all your favourite shows on Viu, switch to Viu Premium under the Asian
Favourites selection or subscribe for as low as RM8.40/month (RRP: RM21.90). Please refer to
Q5 to Q9 for more information.

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.

For customers that would like to subscribe to Multiroom with a box installation,

(i) customers on the old packages (example Family Pack, Starter Pack, Value Pack, Super Pack or Super Pack Plus) will have to subscribe to our new packages first by sending "Switch" to 03-9543 3838 via WhatsApp;

(ii) customers on the new Astro packages can subscribe by visiting product.astro.com.my/multiroom or WhatsApp "Hi" to 03-9543 3838.

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.

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.