Please ensure that you are logging in with the correct Astro ID and password. If you cannot remember your password, use the “Forgot Password” option to reset.

If the issue persists, you can submit an enquiry through our feedback form here. Please refer to the steps below:

Step 1: Select Feedback Type: Technical issues
Step 2: Select Issue: I have an enquiry/issue with Apps

Then choose the app you’re having trouble logging into and submit the form.
We will get in touch with you within 48 hours.

Important: To use Astro GO, My Astro, and other partner apps included in your subscription, your Astro ID must be linked to an active Astro subscription. You can refer to the steps here to learn how to link your Astro ID.

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.

If you would like more information or to provide feedback on Astro Rewards, kindly reach out to us at 03 9543 3838 or visit one of our Astro service centres.

If you see the error message "There is No Internet Connection" while using the Astro app on your Smart TV, please follow these troubleshooting steps:

1. Check Your Internet Connection

• Confirm whether your Smart TV is connected to the internet via Wi-Fi or a LAN (Ethernet) cable.

2. Check the LAN Cable Connection (if using Ethernet)

• Ensure the LAN cable is securely connected from the router's LAN port to the TV's LAN port.
• Verify that the LED indicator lights on both the router and TV network port are active.

3. Test the LAN Cable

• Connect the same LAN cable to another device (for example, a laptop or another Smart TV).
• Check whether the device can access the internet to confirm the cable is functioning properly.

4. Reconnect to Wi-Fi (if using Wi-Fi)

• Go to your TV's network settings.
• Select your home Wi-Fi network and choose Forget Network.
• Reconnect to the Wi-Fi network by entering the password again.

5. Check Other Devices

• Verify that other devices in your home (such as smartphones, tablets, or laptops) can connect to the same Wi-Fi network.
• If all devices are unable to connect, the issue may be with your internet service.

6. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro app again and test the playback.

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

• Astro ID use
• Smart TV model
• OS version
• Error reported on device

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

Astro X3 allow up to 2 concurrent streams at the same time, shared across your registered devices. If you’d like to enjoy more simultaneous viewing, you can add GO+ to increase to up to 4 concurrent streams for RM5.99 per month (exclusive of SST). While streaming is flexible across devices, only one Smart TV can be used at a time. The remaining streams can be used on mobile or other supported devices via Astro GO.

Please refer below to set up your Ultra/Ulti Plug & Play Box.

To connect via LAN cable:

1. Switch off your old Astro box.
2. To connect your Plug& Play Box via LAN cable:
   a) Remove the LAN cable from your old Astro box and connect the LAN cable to your new Plug & Play Box.
   i) For Maxis IPTV customers, keep the other end of the LAN cable connected to your router.
   ii) For TIME IPTV customers, go to the other end of the same LAN cable, plug it out from your modem, and into any LAN port on your router. Ensure that you’re not plugging your LAN cable back into the same box.
   

Note: If you have a two-in-one modem & router, you can skip Step ii).

To connect via Wi-Fi:

Remove your LAN cable from your old Astro box, and do not plug it into your new Plug & Play Box.

The TVBAnywhere+ app offers over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals that can be enjoyed anytime, anywhere. It also features exclusive dramas, known as TVBAnywhere+ Originals, such as

Ghost Cleansing Ltd

and

OPM

, which are available exclusively on the app. In addition, the app includes selected movie titles for on-demand viewing, providing more flexibility compared to the TVB channels on Astro.

For customers with the Ultra or Ulti Box, please ensure to provide your latest contact details to our Astro agent during the call to terminate your account, this includes your mobile number and house address. If you still need further help, please contact us at 03-9543 3838.

No, your existing add-ons will not be retained. When you terminate your current Astro subscription, all associated add-ons will also be cancelled. As the Astro X3 pack is a separate subscription under a new account, you will need to subscribe to your desired add-ons again, subject to availability under the new plan.

You will be able to view your new package(s) within 24 hours of subscribing. Please note that if you are an Astro customer subscribing to HD channels, you will have to connect an HDMI cable to your TV before you will be able to enjoy the channels.

Customers who downgraded their package from Astro Broadband Bundle/Astro Fibre Bundle to Astro TV Pack only will be charged 8% Service Tax effective 1^st March 2024 onwards. Any adjustment or proration charges incurred before the downgrade will be calculated based on 8% service tax in the next bill, in line with the latest package downgrade.

To check on your termination status or date, you may:

1) Message us on WhatsApp at 03-9543 3838. Type Termination Status
2) Submit Feedback Form
3) Reach out via Astro Official Digital platform i.e. Facebook or Chat.

Our agent will provide the information you need.

For Platinum Pack and Multiroom Smart TV customers, Astro GO+ will be automatically added to your subscription.

Please ensure that:

a. Your Astro subscription includes Disney+. You can verify this via My Astro app or web under Manage Subscription → Add-ons.

b. Your Disney+ subscription has been activated. You can check the activation status via My Astro app or web under Manage Subscription → Add-ons.

c. You are using the correct email address or mobile number associated with your Disney+ account.

If you continue to experience login issues, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

The Astro X3 packs are available to both new and existing Astro customers, making it easier for customers to enjoy a fully digital viewing experience. For existing Astro customers, subscribing to an Astro X3 pack under a 12-month contract will be treated as a new subscription, and a separate account will be created.

To manage this subscription, customers will need to register a new Astro ID using a new email address. This ensures a smooth and seamless self-service experience, with each subscription managed independently.

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

Astro ID is the account you use to sign in and manage all your Astro services online. You can use your Astro ID for the following Astro apps and portals:

1. My Astro
2. Astro GO
3. HBO GO
4. Disney+
5. iQIYI
6. TVBAnywhere+
7. beIN Sports Connect
8. SYOK App
9. AWANI App
10. Astro Website
11. Ideaktiv portals

You can create an Astro ID using your mobile number or email address here. To secure your Astro ID, please proceed to next step and link the ID to your Astro account number (10 digits) or smart card number (12 digits).

For technical visit, the current fees will remain unchanged i.e.: 8% Service Tax absorbed by Astro. As for installation fees, current fees will remain unchanged i.e.: 6% Service Tax has already been included in installation fees, as 2% will be absorbed by Astro.

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

Please contact your issuing bank for further information. Astro does not directly handle standing instructions. Please utilise our auto-debit facility if you would like hassle-free payments.

Yes, you can change your subtitle and dubbing for your contents, however, the dubbing may differ from content to content.

Sun NXT is an app that offers content in six different languages: Tamil, Telugu, Malayalam, Kannada, Bengali, and Marathi. The app carries a large collection of movies, including Tamil classics and latest releases. Sun NXT also offers a variety of content ranging from TV shows, live TV shows, news, music videos, kids' shows, comedy clips, to trailers.

Starting 29th April 2025 onwards, Sun NXT will be available on Astro via two tiers:

• Sun NXT Lite: Complimentary for Indian Favourites/Maharaja Pack customers only, with content similar to 6 Sun channels (SUN TV HD, SUN MUSIC HD, SUN LIFE, SUN NEWS, ADITHYA & KTV,) and Video On Demand (VOD) content (TV shows), with more than 2000 hours of content.
• Sun NXT Premium: Available to all Astro customers for only RM 25.00/month (RRP RM30.80) with an expanded access to the full Sun NXT library.

You will receive two SMS notifications with tracking numbers separately from the courier service, one for the Plug & Play Box and one for the Astro SIM card. Please expect these SMS notifications to be sent to you within 2-3 working days upon successful order submission (online or via retailer).

Starting 29th April 2025 onwards, the Sun NXT app will be available on the Ultra/Ulti Box for all Astro customers to enjoy on the big screen, web app or/and mobile app.

Yes. The TVBAnywhere+ app can be downloaded on compatible mobile device via the Apple App Store or Google Play Store. Once installed, customers can log in with their Astro ID to access the app.

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

You can access your Prime Video Account on up to three (3) devices at a time (including your Ultra/Ulti Box), have up to 6 different profiles. However, you are only able to stream 2 devices concurrently for a single show/movie. To ensure a smoother streaming experience, please sign out from any unused devices.

You can enjoy Prime Video benefits on Prime Video website and/or mobile app for 2 months once you have activated your Prime Video access anytime between 24 April 2025 – 23 June 2025.

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.

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis.

Please note that your default pin is 0000 to make any purchases.

*Entitlement is based on subscription package.

If you have a random Astro power cable, remote control or old box lying around at home, you are required to discard them only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

For all recycling-related questions, please click here.

If you have a box that is not an Ultibox or Ultrabox, please recycle your box at a registered collection centre that will properly manage the boxes in an environmentally friendly way. Click here to find a registered collection centre near you.

For your old Ultibox or Ultrabox, once your Plug & Play Box has been activated, a courier service will reach out to you within TWO (2) weeks for a time for them to pick up the old Astro box and SIM card/Smartcard.

1. Ensure that all cables have been plugged out of the old Astro box. To remove the white satellite cable from your old Astro box, simply hold the cable, twist, and gently pull.
2. Set aside these items to be ready for our delivery partner to pick up from you

- Old Astro Box
- Old Astro Smartcard/SIM Card (leave this in your Astro Box)

1. When a courier arrives at your residence, do confirm that they are collecting items on behalf of Astro.
2. Allow the courier to check the serial number of the Astro box.
3. Hand them all the items for return, and you're done!

Refund can be made when there be a termination of account, over payments and in cases where payment was wrongly made to another Astro account.