Sign Up and Install Njoi | Sign Up and Install Njoi.

Njoi

FREE lifetime entertainment.

The NJOI HD Box, comes packed with free 15+ TV channels & 10+ radio channels for a variety of entertainment from local, international, kids, latest news and sports channels!

Njoi

A free satellite TV service from Astro. Watch lifetime entertainment, news, learning & information and more.

 

Njoi

Pictures for illustration only.

Enjoy free access to 15+ TV channels & 10+ radio channels.


* Subject to Astro terms & conditions.

Njoi
 
❯ ❮
njoi
New Decoder
RM325.00

New decoder only without satellite dish & cabling. You must have Astro/Njoi satellite dish and cable installed and working properly.

Including installation.

njoi
New Decoder & Satellite Dish
RM415.00

New decoder complete with satellite dish & cabling.

Including installation.

 
 
 

Nationwide Installation

 

Applying for

Njoi  Astro  UniFi  Maxis 

 

Please enter your full name (As per IC)

Name (As per IC)

Please enter your IC/Passport Number

IC/Passport

Please enter your handphone number

Handphone

Please enter your full address

Installation Address

Please enter your postcode
Postcode
Please enter your city
City
Please enter your state
State

 

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 12-MONTH OR 0-MONTH CONTRACT IF I SIGN UP ASTRO & BROADBAND?

No, Astro & Broadband only offers a 24-month contract period upon sign up.


UNABLE TO BROWSE OR ACCESS CERTAIN WEBSITE - TIME

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.
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:
    • 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.


I’M HAVING TROUBLE TO COMPLETE THE ACTIVITY; WHAT SHOULD I DO NOW?

Please submit your issue here or you can WhatsApp us at 03-9543 3838.


HOW DO I PURCHASE ASTRO FIRST MOVIES/SERIES?

From Channels 480 (Astro First):

  1. ‍Go to channel 480
  2. Search for the Movie title or Series and press “OK” button from Astro remote control;
  3. Choose how to purchase via WhatsApp or SMS.
  4. Enter the Pin Code

Purchase via Whatsapp

  1. ‍Go to channel 480‍
  2. Whatsapp the “movie code” to 03-9543 3838 
  3. Enter your “smart card number” (this is available on the top right corner of your tv screen)‍
  4. Type “1” to confirm
  5. The reply will direct you to the entitlement channel accordingly

Purchase via SMS

  1. ‍Go to channel 480‍
  2. SMS the “movie code” to 32999 ‍
  3. The SMS confirmation reply will direct you to the entitlement channel accordingly

*SMS service is available for Maxis, Celcom, Digi and U Mobile only.

‍

From Beyond PVR On Demand interface:

  1. Press the “Home” button on the Astro remote control
  2. Select “On Demand” and press the “OK” button from the Astro remote control
  3. Scroll to “Store” and search for the Movies/series
  4. Select “Buy” and enter Pin Code. 

‍

From Ultra/Ulti On Demand interface:

  1. ‍Press the “Home” button on the Astro remote control 
  2. Scroll to the Store tab
  3. Scroll to “Astro First: New Releases” or “Astro First: Blockbusters” and search for the Movies
  4. Select “Rent” and enter Pin Code

‍

From Astro Go app (purchases only applicable for Android devices): 

  1. ‍Download the Astro Go app from the Google Play store.
  2. Create an ID and link your account / proceed to log in if you have linked your account
  3. Scroll to “Store” and search for “Astro First: New Releases” or “Astro First: Blockbusters”
  4. Select “Rent” and enter Pin Code

*The default pin code is 0000 if you have not pre-set it.


    ROUTER NO POWER - MAXIS

    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.


    WHERE CAN I GET MORE INFORMATION ABOUT MULTIROOM?

    If you would like for more information, kindly visit our Multiroom page via Astro website https://www.astro.com.my/multiroom

    To view the terms and conditions, click here.


    I AM NOT INTERESTED IN THESE NEW PACKS; I WOULD LIKE TO ADD MULTIROOM TO MY SUBSCRIPTION.

    Starting 9 November 2021, you will need to subscribe to the new packages to add on Multiroom to your subscription. Your new package will require a minimum primary subscription fee of RM100.

    This is to ensure our customers receive the best possible attention and service via our new packages. We thank you for your understanding.


    WHAT DO I DO IF I HAVE TECHNICAL ISSUES WITH THE PLUG & PLAY BOX?

    For any technical issues, you may visit Astro's Help & Support page or contact Astro via WhatsApp at 03-9543 3838 by typing PNP.


    SWITCH FROM KIDS TO ADULT PROFILE

    STEP 1
    In the Kids Profile, press the Home button on your remote and the home menu will be displayed.



    STEP 2
    Navigate to Profile.



    STEP 3
    The Profile Selection Screen will be displayed.



    STEP 4
    Choose an Adult Profile.



    STEP 5
    Switching from a Kids to an Adult Profile will require you to enter a 4-digit PIN.
    Please enter your PIN to proceed. If you have not set up your PIN, the default code is 0000.



    STEP 6
    After entering the PIN, you will be able to enter the Adult Profile.


     


    IS THERE A MINIMUM SUBSCRIPTION FEE IN ORDER FOR ME TO MAINTAIN MY PVR BOX?

    To continue enjoying your PVR decoder and service, you must maintain a minimum monthly subscription fee of RM60 (not inclusive of the recording fee and Govt. Tax).


    DO I NEED INTERNET CONNECTION TO WATCH ASTRO VIA ULTRA / ULTI BOX?

    Regular (DTH) customers can watch Astro without an Internet connection. If you have selected Plug & Play setup option, a minimum speed of 10Mbps/device is required to enjoy a good HD viewing experience on Ultra/Ulti¯Box and 30Mbps/device for 4K UHD viewing on Ultra Box. However, if you have selected the Regular (DTH) option, the internet speeds above are recommended to enjoy a good viewing experience for On Demand and Astro Cloud services.


    AM I STILL ENTITLED FOR MULTIROOM DISCOUNT IF I WOULD LIKE TO TRANSFER OF EQUIPMENT OWNERSHIP / SPLIT OF EQUIPMENT OF MY ACCOUNT?

    Multiroom discount rates will be removed upon splitting the account.


    ANY DOCUMENT REQUIRED FOR REFUND?

    Yes, customers may need to provide additional documents such as bank-in slips or payment receipts. Any incomplete document, customer will be notified by Astro after validation is made.


    AS A CURRENT ASTRO CUSTOMER, WILL I BE CHARGED A SWITCHING FEE FOR MOVING TO THESE NEW PACKS?

    There are no switching fees apply when existing Astro customer move to new packs.


    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

    1. Launch Web Browser and enter the default's gateway's IP address (192.168.1.1) in the address bar.
    1. Enter Username and Password.
      1. Username = tmadmin
      2. Password = Adm@xxxx (xxxx refers to last four digits of MAC address)
    1. Choose WLAN -> wlan0 (2.4GHz) Basic Setting. Note down on SSID.
    1. Choose WLAN -> wlan1 (5GHz). Compare SSID with previous SSID.
    1. 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.

     


    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.


    MAXIS - TPLINK ROUTER

    1. Please standby computer/laptop to access to the internet and connection must be via LAN  (cable) [Connect the LAN (cable) to the yellow port in Maxis Router and  direct to 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://192.168.1.254 and below page will appear.
     


    The default login of the router as below. If you have done a configuration on your router previously,  the password may be different.

    Username: user
    Password: Router S/N (Available on the sticker at the back of the router)

    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 left menu, choose Wireless 2.4GHz  and then click Basic Settings tab on the left menu to access to below screen.

     

    6. You may change the Wireless Network Name (SSID) and the SSID 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.



    7. 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.

    You may change the Wireless Network Name (SSID) and the SSID Password to follow your preferences for 5GHz by choosing Wireless 5GHz  then click Basic Settings.

    Click "Save" for the changes to take  place and reconnect to the new wireless name with the new password once  completed.


    WHO IS ELIGIBLE TO USE THE ASTRO FIBRE APP?

    Only new and existing Astro Fibre customers with the latest RG21 router can use the Astro Fibre app.


    WHAT IS LIGA MALAYSIA?

    Astro introduces Liga Malaysia for all Astro customers to watch the Malaysian Football League’s Liga Malaysia competitions LIVE, comprising Perlawanan Sumbangsih (Piala Sultan Haji Ahmad Shah), Liga Super, Piala FA and Piala Malaysia live in HD on Astro Arena (CH801), Arena Bola channels (CH803 and CH804) and stream on Astro GO until further notice.

     


    I HAVE ISSUES LOGGING INTO ASTRO GO.

    Please make sure that:

    1. You are logging in with the correct registered Astro ID (email or phone number) and password. If you can’t remember your password, please proceed to use the “forget password” function.
    2. You have an Astro ID that is linked to an Astro account. (note: NJOI – linked users will not be able to log into Astro GO)
    3. Your Astro account is active and not under suspension.


    If the above points have been met, you may try some quick solutions below:

    1. Clear the cache on your browser or app.
    2. Check if you have the latest version of the browser or app.
    3. Log out and log back into the browser or app.
    4. Relaunch the browser or app.
    5. Restart your mobile device.
    6. Restart your internet connection.


    SET TV TO SYNC TO ASTRO REMOTE CONTROL - 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 Remote Control Settings and press "OK".

    STEP 4  

    Follow the steps appear on the screen to sync your Astro remote.


    AM I ELIGIBLE FOR A REFUND?

    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.


    CAN I USE ASTRO GO WITHOUT AN ASTRO SUBSCRIPTION?

    No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

     


    WHAT WILL HAPPEN TO MY DISNEY+ HOTSTAR ACCESS IF MY ASTRO SERVICE IS TERMINATED?

    Unfortunately, your Disney+ Hotstar access with Astro will be terminated as well. 


    MY ACCOUNT IS DISCONNECTED HOW DO I RECONNECT MY ACCOUNT?

    To reconnect your Astro account, please check your Account status, Bill Summary and pay on Astro Quick Pay. Your disconnected services will resume within 1 hour after you have paid your "Total Overdue Charges"


    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.


    WHAT SHOULD I DO IF I HAVE FORGOTTEN MY PASSWORD?

    You can request for a password reset by clicking on "Forgot My Password' at the login page.


    CHANGE DIGITAL AUDIO SETTINGS - HD ENABLED BOX

    STEP 1    

    Press "HOME" button on your remote control.

    STEP 2    

    Navigate to Settings and press "OK".

    STEP 3    

    Navigate to Digital Audio and press "OK".

    STEP 4    

    Choose your preferred selection and press “OK”.

    STEP 5    

    Select Yes, continue and press "OK" to confirm on the changes.        

    Otherwise, select No, go back to cancel.


    DO I HAVE TO PAY TO ACCESS THE ASTRO FIBRE APP?

    No, the Astro Fibre App is a free mobile application for all Astro Fibre customers with the latest RG21 router.


    HOW DO I CHECK MY CONTRACT INFORMATION?

    To check your contract, please visit My Astro.


    ERR-009 - YOU ARE NOT SUBSCRIBED TO THIS CONTENT

    Your account may be under suspension. To resolve this issue, proceed to submit report via WhatsApp or Feedback Form.


    WHAT HAPPENS IF I HAVE LOST MY ASTRO BOX OR SMART CARD/SIM CARD?

    For customers with the Ultra or Ulti Box, you will be charged a fee of RM100 (not inclusive of Govt. tax) upon confirmation of lost Astro Box and Smart Card/SIM Card.

    For lost Smart Card/SIM card only, you may be charged RM50 to obtain a replacement.


    WHAT ARE THE NEW ADJUSTMENTS, AS OF 9 FEBRUARY 2023?

    We are thrilled to announce that as part of your subscription, you are able to enjoy exclusive coverage of live matches in HD on Astro channels, On Demand and Astro GO! This means that you'll have access to all the latest games, highlights, and analysis, right at your fingertips.

    With this new addition, you'll be able to follow your favourite teams and players closer than ever before, keeping you up-to-date with all the action on and off the field. Whether you're a die-hard fan or a casual spectator, this new content is sure to provide you with endless hours of entertainment.

    To ensure that we continue offering the best choice in sports content, our Sports Pack will now be priced at RM104.99/month (for 12 months contract) or RM99.99/month (for 24 months contract) and Premium Pack 1 will now be priced at RM139.99/month (for 12 months contract) or RM129.99/month (for 24 months contract) starting 9 February 2023, and this applies to all new customers. 

    Note that there will no changes for existing Sports Pack & Premium 1 customers in 24 or 12 month contract being renewed before 1st June 2023.

    We appreciate your continued support and can't wait for you to experience this exciting new addition to your Sports Pack subscription.

    Please refer to the table below for the full revised pricing for the following packs:

    We hope you continue to enjoy your Astro experience with us.
     


    WHO IS ELIGIBLE FOR THE OFFERINGS AVAILABLE IN ASTRO FIBRE’S SPEED UPGRADE CAMPAIGN?

    New and existing Astro customers will enjoy rebates up to RM39/month for 24 months when they subscribe to selected Astro Fibre TV bundles and a FREE speed upgrade for all customers who subscribe within the promotion period.
     


    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

    1. 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.

       

    2. 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
       

    3.  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.
    4. 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.


    HOW DO I KNOW IF I HAVE SUCCESSFULLY SUBSCRIBED TO THE ASTRO SUBSCRIPTION PACK WITH PLUG & PLAY BOX?

    You will receive SMS notifications upon successful sign-up with a delivery tracking number for the Plug & Play Box and the Astro SIM card.


    HOW MANY DEVICES CAN I ACCESS NETFLIX AT ONCE?

    Customers with a Netflix Premium account are allowed to watch on up to 4 supported devices in 4K UHD and Netflix Spatial Audio. In addition, Netflix Premium subscribers are also allowed to download shows to watch offline on 6 devices at a time.


    WHAT ARE THE PAYMENT METHODS AVAILABLE TO MAKE THE ADVANCE PAYMENT?

    Advance payment can be made via credit/debit card or online banking.


    I NEED FURTHER HELP FOR ASTRO FIBRE APP; WHO CAN I CONTACT?

    If you need further help with the Astro Fibre app, you may call our Customer Contact Centre at 03 - 9543 1543 and an Astro agent will be available to assist you immediately.

     

     


    WHY CAN'T I GET MAXIMUM SPEED BASED ON MY SUBSCRIPTION PACKAGE (500/800MBPS) ON MY LAPTOP/MOBILE PHONE?

    As a rule of thumb, this issue might happen when the devices are not equipped with minimum requirement above that supports the subscribed internet speeds:

    • WiFi technology
    • Network Interface Card (NIC)
     

    As mentioned above however, it is important to note that despite meeting the device minimum requirements, it is not a guarantee that devices connected over WiFi will be able to achieve maximum subscribed internet speeds due to the following:

    1. Bad WiFi signal quality and coverage across the area due to:
      • Distance from the RGW/Mesh AP with connected device
      • Obstruction within the house (walls, metallic surfaces)
      • Interference with other household appliances
    2. Congested bandwidth
      • If there are too many devices connected to the WiFi network, then the bandwidth might be overloaded with traffic hence, slowing down the speed
    3.  Devices are connected using WiFi instead of wired using LAN.
      • It is important to note that wired connection offers better reliability and speed over WiFi.
      • WiFi is more prone to interference compared to a wired connection which causes lower speeds and dropped signal.
    4. 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:
      • 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.
      • 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.
      • 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.
    5. 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.



    Note:
    Astro and its service providers will not offer any guarantees for compatibility of the customer's equipment (e.g., Personal Computer, Notebook, printers) nor provide on site troubleshooting for WiFi service issues related to the customer's equipment.


    SLOW BROWSING AT CERTAIN WEBSITE - TIME

    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.


    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.


    WILL I BE CHARGED FOR VIDEO ON DEMAND?

    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.


    HOW DO I CANCEL MY SUBSCRIPTION FOR MULTIROOM (SMART TV)?

    To cancel your Multiroom (Smart TV) subscription, please call us at 03-9543 3838.


    BOX NOT RESPONDING TO REMOTE CONTROL - HD ENABLED BOX

    STEP 1

    Press any button on your Astro remote.

    INDICATOR: LED blinking 3 times / NO LED blink

    SOLUTION: Replace new battery

    STEP 2

    Check if you can change channel using  your Astro remote control.

    If issue remain after the battery replacement, try changing the channel manually directly from box front panel (If any).

    If it's working, you might need to replace your Astro remote.

    This might be due to a faulty Astro remote.

    You may purchase it directly from Astro Exclusive Partners.

    If confirm no issue with remote control, please refer to Decoder Hang at Channel troubleshooting steps here.


    I HAVE MORE THAN 1 ASTRO FIBRE SUBSCRIPTION; CAN I MANAGE ALL OF MY SUBSCRIPTIONS WITH THE ASTRO FIBRE APP?

    Yes, you can manage all of your Astro Fibre subscriptions with the Astro Fibre App. However, you would need to create a different Astro ID for each Astro Fibre account.


    I AM ENTITLED TO DISNEY+ HOTSTAR WITH MY CURRENT SUBSCRIPTION. HOWEVER, I ALSO HAVE EXISTING OFFERS WITH ASTRO; WILL THESE OFFERS BE IMPACTED?

    Your existing offers with us will not be affected and will continue until the agreed upon date. 


    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.


    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.


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