Customers are only required to return their Ultra Box or Ulti Box with the SIM Card. There is no requirement to return the remote control, power cables, or the satellite dish/outdoor unit (ODU). For these items, please recycle them at registered collection centres which can be found here.

Want to return your Ultra or Ulti Plug & Play Box? It's simple and free!

Here's what you can do with your unused Ultra/Ulti Plug & Play Box:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our courier partners.

Step 2: Just sit back and relax! A courier agent will come to your doorstep to retrieve the devices.

Customers are given 90-days from their service termination date to return the Astro Box and SIM Card. If the box is not returned within this period, a “Box Fee” will be charged and appear as an itemized entry on their final bill when 90 days ended.

Prime Video is Amazon’s over-the-top (OTT) streaming and rental service that offers access to a wide range of content including, exclusive Amazon originals, blockbuster movies and hit shows.

Complimentary access to the Sun NXT Lite app is only available to Indian Favourites/Maharaja Pack customers. To get an access to Sun NXT Lite, you must be an existing Astro customer with a subscription to Indian Favourites/Maharaja Pack.

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

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.

Yes, all existing Astro & Broadband customers within contract or out of contract can subscribe to Astro & Broadband offerings. The 24 months contract will be renewed upon signing up for the new packs.

No, the 12-month contract will not automatically renew. Customers are only required to serve one contract cycle, and there is no contract renewal.

Yes, if you terminate your existing Astro plan before the end of your contract period, an early termination fee will apply. This fee is calculated based on your subscribed package, remaining contract duration, and box type.

However, if you terminate your service after completing your contract period, no early termination fee will be charged.

No, currently Simply South is not available for offline viewing.

The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisation:

• Personalised Recommendations
• Continue Watching
• Watch List
• Last Viewed Channel
• Favourite & Blocked Channels

The MUP feature is a great way to allow individual users to tailor personal Astro experiences whilst using a shared device (e.g.: Astro Box) in the household, providing them with better personalised recommendations and encouraging better content discovery.

No. The Sun NXT app subscription is currently only accessible within Malaysia.

The Netflix subscription through Astro is subject to a minimum commitment period of 24 months (“Netflix Minimum Subscription Period”). If you choose to discontinue or terminate the subscription before the commitment period ends, a cancellation fee (“Netflix Early Termination Fee”) will apply. Additionally, downgrading your plan will involve a Switching Fee.

For new Astro Fibre customers with the RG21 router, you will be guided to install the Astro Fibre App on your mobile device during the installation of the service. Alternatively, you may refer to the user guide here for self-installation.

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.

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

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

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

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

Not to worry, our representative will be contacting you within 24 hours.

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

If the bill has been paid, there will not be any additional service tax charge. However, if the bill has been issued by Astro but has not been paid, then the 8% Service Tax will be reflected in the next bill with adjustments on the new tax rate for services rendered from 1st March onwards.

Example:
Bills issued on 15th February will be charged the 6% SST. Customers will see proration for 8% from 1st – 14th March in the next bill issued on 15th March 2024. If you have fully paid your February bill before 1st March, the Service Tax will remains at 6%. You will be able to see the adjustment reflected in your next bill.

Please fill up the forms below for processing your request:
Transfer of Equiment Ownership Form

The new packs will be available starting 9 December 2024 and you can subscribe via:

• The Astro website: www.astro.com.my

• WhatsApp at 03-9543 3838 and type GET ASTRO

• Astro Customer Service Centres

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.

For Ultra/Ulti Plug & Play Box installation, it is recommended that you attempt to self-install by following the installation guide here, but there is an option to request for an installer to install the box at your premise. However, there will be a separate fee for this service request.

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.

The Ultra/Ulti Plug & Play Box comes with a one-year box hardware warranty.

For self-installation, there is a warranty seal at the bottom of the Ultra/Ulti Plug & Play Box, which must not be removed or tampered with as this would void the one-year Ultra/Ulti box hardware warranty.

Yes, for customers on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may remain with your current Asian Favourites selection: Chinese, Indian or
Indonesian. If you would like to add Viu Premium to your bundle, you may do so for only
RM8.40/month (RRP: RM21.90). Please reach out to us via WhatsApp by typing “Hi” at 03-9543
3838 to add Viu Premium to your subscription.

A . Via www.astro.com.my/sunnxt
Sun NXT Lite Flow

• Step 1 : Open the Sun NXT app page on your device and click on “Get or activate Sun NXT now” to log in with your Astro ID and user will proceed Add On subscription.

• Step 2: After successful activation, users will be redirected to the Sun NXT web app.
  Note: An email with an auto-generated password will be sent to the user’s email.

Sun NXT Premium Flow

• Step 1: Open the Sun NXT app page on your device and click on “Get or activate Sun NXT now” to log in with your Astro ID.

• Step 2: After successfully activating the Add-on subscription, users will be redirected to the Sun NXT web app.

B. Via the My Astro App

• Step 1: Download the My Astro app from the Apple App Store, Google Play Store, or Huawei App Gallery.
• Step 2: Go to Account > Subscription > Add-ons > Apps > Sun NXT Premium > Confirm Order.
• Step 3: Press "Get or Activate Sun NXT Now" and follow the on-screen steps.
• Step 4: Once redirected to the Sun NXT app, create a Sun NXT account as instructed.

C. Via the Ultra/Ulti Box
Sun NXT Lite Flow

• Step 1: Launch the Sun NXT app from the rail of apps at the bottom of the screen. Click on ‘Go to Sun NXT app’ at the bottom.
• Step 2: Input email address for activation.
• Step 3: Validate email using an OTP.
• Step 4: Once account is activated & provisioning is successful, Astro will send an email on the auto-generated password upon successful subscription.
• Step 5: The user will be redirected to the partner’s app, where they will land on the Sun NXT main page and they can proceed to log in with their activated account via Astro.

Sun NXT Premium Flow

• Step 1: Launch the Sun NXT app from the rail of apps at the bottom of the screen.
• Step 2: lick on ‘Go to Sun NXT app’ at the bottom.
• Step 3: Input email address for activation.
• Step 4: Validate email using an OTP.
• Step 5: Once account is activated & provisioning is successful, Astro will send an email on the auto-generated password upon successful subscription.
• Step 6: The user will be redirected to the partner’s app, where they will land on the Sun NXT main page and they can proceed to log in with their activated account via Astro.

Once the e-invoicing is activated, you cannot change your bill delivery method. If you do, your e-invoice will be automatically deactivated.

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.

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.

Your account number will be used to identify/verify you for all After Sales-Services. You may also use your mobile number/ Astro smart card number/ NRIC number or Astro Box number.

Yes, there are five digital bill platforms available for all customers to check their Astro bills:

A. My Astro app

1. Download the My Astro app

2. Login using your Astro ID

3. Go to Account > Bills

4. You will be able to see your outstanding bill amount, make payment, download bill statements, and view payment history all in one app.

B. My Astro web

Alternatively, you can use the web version

C. Astro Quick Pay

1. Visit https://pay.astro.com.my

2. Enter your 10-digit Astro Account Number and follow the instructions to view your bill, account status, pay bills or add a billing reminder on your Google calendar.

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

D. IVR

1. Call +603-95433838

2. Press 1 for Account Related Queries

3. Input your 10-digit Astro Account no. or 12-digit MyKad no.

4. Press 2 for Payment and Billing

5. Press 1 to receive an SMS with your bill balance and a link to pay online

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

E. Auto-Debit

Alternatively, please register for Auto-Debit by following the steps here for hassle-free payments.

💳 Want to manage your Astro bills easily?

📱 Download the My Astro app to:
- View and download bill statements
- Check payment history
- Pay in just a few taps

If your monthly/quarterly/yearly bill has not been generated yet as of 9

th

July 2024, the 6% Service Tax will be reflected accordingly. For customers whose bill has been generated, the 6% service tax will be reflected in the next bill cycle following your bill frequency.

Refund fee is subject to your processing bank. However, Astro did not impose refund processing fee.

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

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

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

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

If your existing Netflix account is linked with your Astro subscription, your Netflix account will resume on the previous method of payment. If you linked a new Netflix account with your Astro subscription, cancelling Astro service will also cancel your Netflix account.

Astro X3 packs offer a new way to enjoy Astro — without the need for a set-top box or satellite dish, giving you a simpler and more flexible way to watch your favourite content. With no box required, you can start streaming your favourite entertainment shows and live sports instantly via the Astro app on selected Smart TVs and personal devices such as smartphones, tablets, and laptops — anytime, anywhere. And with just a 12-month contract, these plans offer greater flexibility while delivering the same breadth of content you enjoy with Astro.

You can choose from two flexible 12-month options, depending on your viewing preferences:

• Astro X3: Entertainment 12 Pack – for a wide range of entertainment content
• Astro X3: Sports 12 Pack – for live sports and comprehensive coverage

*No-contract options will be available from December 2026.

4K UHD offers 4 times the resolution of HDTV (4K UHD has 3840x2160 resolution with 8 million pixels compared to HD which has 1920x1080 with 2 million pixels), sharper detail, smoother lines and a richer colour palette, as well as a vibrant colour TV experience.

Customers on Ultra Box with Sports Pack can tune in to the Astro SuperSport UHD Channel (CH 805 and CH 806) for an exciting selection of Sports content such as the Premier League and the Spanish Primera Liga.

Customers on Ultra Box with Movies Pack and News & Documentaries add-on can stream some of the latest movies and documentaries respectively in UHD by pressing the “Home” button on your remote and exploring your choices at no additional cost.

In addition, customers can rent additional movies on top of their subscription and stream the latest and hottest 4K UHD Blockbuster movies, drama series and local movies, blockbuster movies in Ultra HD via Astro First Channel 480, and Astro Best Channel 481 and VOD titles in “Store”.

Please note that a standard rent rate applies for all these titles, to learn more about the pricing, head over to the FAQ section at www.astro.com.my/ultra