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.

IS THERE A VERIFICATION PROCEDURE WHEN MAKING PAYMENT?

A security question will be asked when making payments with credit cards over the phone. All other payment channels will not require any form of verification.

WHAT IS THE RECOMMENDED INTERNET SPEED FOR THE ULTRA/ULTI PLUG & PLAY BOX?

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

HOW DO I ACCESS ASTRO GO?

Access Astro GO via:

Astro GO app
- Download the Astro GO app on your device by clicking here. Please ensure that you have the latest updated version to enjoy new features.
- For Huawei devices, head over to App Gallery to download the Astro GO app. Currently the supported devices and operating systems are as below:
  - Device Support: Huawei P40
  - Platform requirement: EMUI 10.1 & above
Astro GO on web browser
- Astro GO is also available for streaming directly via your computer or laptop at astrogo.astro.com.my
Access Astro GO app via a QR code on Channel 200 from your Astro Box
- Turn on your Astro Box*, go to Channel 200, scroll down to the Astro GO tab and scan your unique QR code**. Click here for additional information on this feature.
- *Channel 200 is only available for non-Plug & Play Astro Boxes.
- ** We encourage use of your Device's built-in camera to scan the QR code where available. If using a QR code scanner app, use only from a trusted 3rd party provider. You are solely responsible for use of any code scanner on a Device and Astro shall not be liable to you for any reason whatsoever for any kind of loss or damage that you may suffer.

Create Astro ID and secure your ID by linking it to your Astro Account.

Upon launching Astro GO app, you will be required to login with your Astro ID. If you do not have an Astro ID, please follow the steps below to create one.

Log in with your Astro ID and start streaming.

Please note that Astro GO is exclusive for Astro customers.

HOW WILL CHEQUE PAYMENTS BE PROCESSED MOVING FORWARD?

From 1st July 2023 onwards, Astro will ONLY accept cheques deposited at Public Bank Berhad.

‍

To simplify your monthly payments, here are some recommended alternatives you can look into.

Auto-Debit
Online Banking
WhatsApp
JomPAY
Astro Quick Pay

‍

To find out more on how you can make your payments via these channels, kindly visit here.

‍

Should you choose to continue with cheque payment, do ensure that you follow these steps below.

Step 1: Fill in the cheque

Step 2: Ensure that your 10-digit Astro account number is accurately written at the back of the cheque

Step 3: Go to your nearest Public Bank

Step 4: Locate the Cheque Deposit Machine

Step 5: Select “Bill Payment” on the screen

Step 6: Select “Astro”

Step 7: Drop your cheque in

Step 8: Collect your receipt

WHAT IS THE CONTRACT PERIOD FOR SUBSCRIBING TO THE NEW PACKS?

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

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

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.

HOW CAN I GET THE MESH WIFI DEVICES WITH ASTRO FIBRE?

Mesh WiFi devices are available as an add-on subscription from RM10/month across all Astro Fibre speeds. You may subscribe to a maximum of 5 units of Mesh WiFi per Astro Fibre subscription.

You can contact Astro's Contact Centre (03 - 9543 1543) to subscribe to the Mesh WiFi.

CAN I REQUEST TO TRANSFER THE CREDIT BALANCE INTO OTHER ASTRO ACCOUNT?

Yes, you have the option to transfer the credit balance to another active Astro account. It will be considered as payment to that account and is subject to Astro's terms & conditions.

MODEM NO POWER - ASTRO FIBRE

1. Ensure Modem/Router are connected tightly to the power socket.

2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.

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

I DO NOT HAVE AN ASTRO ID YET. CAN I STILL USE THIS SERVICE?

No, you need to have an Astro ID to enjoy the features.

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.

MY ASTRO ACCOUNT WAS SUSPENDED AND RESUMED AGAIN; CAN I STILL GET THE FREE SPEED UPGRADE?

Yes, customers whose accounts are suspended but resumed within 24 months from their offer period start date will still be able to enjoy the internet speed upgrade upon service resumption. However, the speed upgrade offer period will not be extended despite the suspension period.

Unfortunately, customers whose accounts are suspended but resumed after 24 months from their offer period start date will not be able to receive the free speed upgrade.

WHAT HAPPENS DURING THE EKYC VERIFICATION PROCESS? WHAT DO I NEED TO DO?

Once you have received the eKYC link via SMS/email/astro.com.my, you can proceed to follow the instructions on the screen. You can check out the step-by-step image below for more info.

For MyKad/MyPR/MyTentera :

For Passport :

WILL I HAVE TO PAY ADDITIONAL CHARGES FOR THIS ASTRO FIBRE SPEED UPGRADE?

No, eligible customers will not be charged for this speed upgrade. Your speed plan will be upgraded automatically for 24 months, depending on your subscription. After the FREE speed upgrade period, your Astro Fibre plan will return to its regular speed.

I RENTED AN ASTRO FIRST OR ASTRO BEST TITLE. HOW WILL I BE CHARGED?

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. RM 15.00 will be reflected in your Astro subscription bill in two weeks' time.

HOW CAN I EASILY ACCESS THE APPS RAIL VIA MY REMOTE CONTROL?

Users can easily access all their streaming Apps such as Netflix, Disney+ Hotstar, 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.

WHAT DEVICE(S) DO I NEED TO TAKE WITH ME TO MY NEW HOME?

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

HOW LONG DOES PAYMENT VIA REAL TIME PAYMENT CHANNELS TAKE TO BE POSTED?

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

VIEW STB DIAGNOSTICS - HOUSEHOLD 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 Household Diagnostics and press "OK".

STEP 5

Details information of Household Diagnostics screen will be displayed.

WHAT ARE THE SERVICES THAT ARE SUBJECT TO 8% SERVICE TAX?

The service tax rate for Astro Pay TV will be increased from 6% to 8%. The service tax for Astro Fibre, which falls under the category of telecommunication service, will remain at 6%.

FAQS: DISNEY+ HOTSTAR ON ASTRO

Disney+ Hotstar app is now available to Astro customers on the Ultra and Ulti Box will be able to enjoy the app on the big screen and stream all their favourite blockbuster movies from Hollywood to Hallyu and award-winning shows from Disney, Marvel, Star Wars, Pixar, National Geographic, FX and 20th Century Studios!

CAN I CANCEL MY ASTRO & BROADBAND SUBSCRIPTION BEFORE SERVICE ACTIVATION?

Yes, you may cancel your Astro Fibre order before service activation, however, kindly note that there is a cancellation charge of RM212 (inclusive of SST) for any service cancellation done 48 hrs before scheduled appointment.

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.

ASTRO FIBRE - HUAWEI K562E

Huawei K562e
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. You may change the Wi-Fi Name and the Wi-Fi Password as per your preferences, then click "Apply".
7. Your Wi-Fi Name and password has been changed. Kindly ensure to reconnect your WiFi according your new WiFi name and password.

WHAT DEVICES CAN BENEFIT FROM THE INCREASE IN SIMULTANEOUS VIEWING PROVIDED BY ASTRO GO+?

Any Astro GO compatible device (mobile/tablet/PC) and Multiroom Smart TV* compatible TVs will benefit from Astro GO+.

ERR-204 - REGISTERED DEVICE COUNT REACHED TO MAXIMUM NUMBER

You have exceeded the maximum number of registered devices allowed. To manage devices on Astro GO, go to Settings > Registered Devices to view / remove devices from the list of registered devices to your account.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.

WHAT ARE THE TYPES OF AFTER-SALES SERVICES THAT IS AVAILABLE AND WHAT IS THE DIFFERENCE BETWEEN EXPRESS, SAME DAY & REGULAR SERVICE?

Astro offers 3 different after-sales service that is made available to the customers:

(1) Express (RM75)
(2) Same Day (RM70)
(3) Regular (RM65)
‍
***Price is inclusive of 6% Service Tax.

HOW DO I GET ADDITIONAL MOVIES WITH VIDEO ON DEMAND?

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.

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.

CHANGE SUBTITLES LANGUAGE - 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 Subtitles and press "OK".
STEP 4
Navigate to your preferred selection and press "OK".

CAN I PURCHASE MY PREFERRED CHANNELS INDIVIDUALLY (ALA CARTE) FROM THE NEW PACKS?

We have taken into account customer feedback when introducing these new packs. While we understand the value customers see in purchasing their preferred channels individually, the packaging of media drives the economies of scale necessary to offer content at an affordable price to all our customers.
Other than the New Astro Packs that offer great value, customers may purchase selected channels or packages as content add-on such as Korean Pack, Horror Pack etc.

HOW DO I RESUME MY SERVICE IF IT WAS SUSPENDED DUE TO NON-PAYMENT?

Service will be resumed after you make payment within 45 days. The monthly subscription fee to be prorated accordingly and a reconnection fee of up to RM20 (exclusive of SST) will be applied upon service resumption.
If payment is made within 45 days from your bill cycle date, Astro & Broadband services will be resumed within 3 hours of payment received. Your following month's bill will be prorated accordingly.

Find out more about the reconnection fee here.

WHAT ARE THE NEW PACKS?

Visit our page to find out about our new packs.

I AM CURRENTLY SUBSCRIBED TO/IN CONTRACT WITH ASTRO & BROADBAND (MAXIS/ALLO), AM I ELIGIBLE TO SIGN UP FOR STANDALONE BROADBAND WITH MAXIS/ALLO?

No, Astro & Broadband with Maxis/Allo comes in bundle packages only.
Standalone broadband subscription is only applicable to our Astro Fibre service.

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.

INTERNET NOT AVAILABLE, ASTRO OK - MAXIS

Huawei HG8240
Huawei HG850A
FIBER HOME
ALCATEL LUCENT
HUAWEI
ZTE
Option 1
Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.
Ensure the fiber cable from your wall socket and modem is securely connected.
Modem connection with Fiber Cable
Modem connection with Copper Cable
Notes: You might be connected to LAN 1 if backbone is Maxis

Router connection
Technicolor Router
3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.
4. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.

Option 2/ Option 3/ Option 5/ Option 6
1. Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.
2. Ensure the fiber cable from your wall socket and modem is securely connected.
3. Ensure both cables on the Modem (LAN Port 2) and Router (WAN Port - Red port) are properly connected.
Modem connection with Fiber Cable
Modem connection with Copper Cable
Notes: You might be connected to LAN 1 if backbone is Maxis

Router connection
Technicolor Router
3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.
4. Please make sure both cables on Router (Any Yellow port) and Astro Decoder (Network Port behind decoder) are properly inserted.
DMT4 (Hybrid mode)
DMT5 (Hybrid mode)
DMT4 (IP mode)
DMT5 (IP mode)
5. Switch on modem and router and please wait for 2 minutes to stabilise the devices after reboot.
6. If the issue persists, submit your feedback form and attach your modem light indicator picture/ video for further assistance.

Option 4
1. Ensure Modem/Router are connected tightly to the power socket.
2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.
3. If the issue persists, submit your feedback form for further assistance.

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.

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:

HOW DO I RETURN MY ASTRO FIBRE DEVICES AFTER SERVICE TERMINATION?

After service termination of your Astro Fibre service, we will call you via your registered mobile number (up to 3 times over 3 days) to schedule an arranged pick-up by one of our Astro agents. Our agent will then come to your doorstep, dismantle the devices for you and retrieve them.
Note: Upon termination of your service, customers are required to return their old Astro Fibre devices to Astro. Failure to do so will incur a fee of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit - if applicable) for each unit. All prices stated are exclusive of Govt. tax.

PROFILE SELECTION ON STARTUP

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

STEP 2
Navigate to SETTINGS.

STEP 3
Navigate to Profile Selection on Startup and press “OK”.

STEP 4
Navigate to your preferred selection and press “OK”.

STEP 5
Navigate to Save and press “OK”.

WILL THERE BE ANY SPECIAL OFFERS IF I SIGN UP FOR DISNEY+ HOTSTAR ON ASTRO NOW?

Yes, until 31 August 2022, customers can subscribe to the Movies Pack for only *RM59.99/month or the Platinum Pack for only *RM99.99/month for 6 months as well as the Premium 1 or Premium 3 Pack for only *RM99.99/month for 6 months until 30 October 2022 and be entitled to access Disney+ Hotstar as part of their Astro subscription. To find out more about our latest promotions, please visit promotions.astro.com.my.

WHY DO I NEED TO RETURN THE ASTRO BOX & SMART CARD/SIM CARD?

Thank you for your interest in returning your Astro Box & Smart card/SIM card. By returning these items, you are playing your part in preserving our environment as we will refurbish the box and return it to circulation or recycle it.
All Astro box and smartcard/SIM cards are also property of Astro and as per our current T&Cs, customers are required to return them upon termination of Astro services.

UPDATE SATELLITE FREQUENCY - ULTRA / 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 to Update Satellite Frequency and press “OK”.
‍
STEP 5
Choose "Confirm" to continue Satellite Frequency Update and press “OK”.
‍
STEP 6
Satellite Frequency Update progress screen will be displayed.
The updates will take approximately 20 minutes.
STEP 7
The status will be displayed once update is complete.

CAN I SWITCH TO THE NEW ASTRO PACK?

Yes, you can go to "Account' and scroll to "Subscription' and select TV pack. You may reach out to us via WhatsApp at 03-9543 3838 for more details.

IS THE PARTNERSHIP WITH NETFLIX IS A MONOPOLY OF OTT APPS?

Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies in one place. Astro customers will be able to enjoy greater convenience by having Netflix bundled with their Astro subscription, consolidating the subscriptions, and providing easy access for payment in a single bill, at the best value.

I HAVE MORE THAN ONE CARD REGISTERED FOR ONE TIME PAYMENT. WHICH WILL BE CHARGED?

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.

ENABLING BAND STEERING - HUAWEI K562E

Huawei K562e
By default, the band steering featured is disabled. Follow these steps to enable it.

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

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).
Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
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 enable the Band Steering.

7. A pop-up message will appear showing "The device network may be disconnected when dual-band combination is enabled". Click "OK" to proceed.

8. Set the Wi-Fi name and Wi-Fi password based on customer's preferences. Then click "Apply" for the changes to take place.
Please reconnect to the new Wi-Fi name with the new password once completed.

CONNECTIVITY ISSUE (UNABLE TO CONNECT TO WI-FI/UNABLE TO CONNECT TO VOD/CPVR @ HOME MENU/ULTRA BOX OFFLINE WITH ERROR MESSAGE)

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

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

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

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

STEP 4
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 5

STEP 5
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 6

STEP 6
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.

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

WHAT SHOULD I DO ONCE I HAVE RECEIVED BOTH MY PLUG & PLAY BOX AND ASTRO SIM CARD?

Please refer to the Welcome Card inside the Plug & Play Box package and scan the QR code. You may choose to watch either the self-installation video or the Augmented Reality (AR) Installation Video to activate your Plug & Play Box. You can also download the Installation Guide from the Astro Get Started Page.
Please install and activate your Plug & Play Box within 7 days of receiving your Plug & Play Box and Astro SIM card. If you are unable to activate your Plug & Play Box within 7 days, the Plug & Play Box will be automatically activated by Astro on the 8th day.
The billing and warranty of the Plug & Play Box shall begin on the same date of which the Plug & Play Box is activated.
In the event that you have ordered more than one (1) Plug & Play Box, please refer to the Astro SIM card letter (included with the Astro SIM card delivery) to match the right Astro SIM card to the respective Plug & Play Box. Each Astro SIM card has been paired with a specific Plug & Play Box, thus the correct matching of box and SIM card is required for it to work properly.

SLOW BROWSING AT A FEW WEBSITES - ASTRO FIBRE

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

This will not take longer than 15 minutes.
Please run each of the test using your laptop or personal desktop by connecting to your Astro Fibre.
Please list down the impacted website (Provide us the complete URL i.e. www.astro.com.my).
We need you to run below tests and compile the pictures or screenshots of your test results into one file (i.e Microsof Word document, PDF file) and send to our agent in order for us to assist you further:
Run the Ping & Traceroute Test - For guidance, please click here for Ping & Traceroute Test guideline.
You may run this by connecting via WiFi or LAN cable. Your test result will appears as per below screen and take a screenshot.
Ping Test Result
Traceroute Test Result
Run the Speed Test - For guidance, please click here for Speed Test guideline.

We need you to run the Speed Test using both WiFi connection and LAN cable.
Speed Test Result

4. Once you've gathered all the results, attach in Feedback Form for further assistance.

Quick Info
A Speed Test is a service that provides free analysis of Internet access parameters, such as connection data rate.
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.

Step-1	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.