Nationwide Installation
Applying for
| Maxis UniFi Astro Njoi |
Frequently Asked Questions
Find your answers 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes, relocation is subject to service availability at your new address. Relocation charges and contract adjustments may apply depending on your plan.
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.
Selected Astro TV packs allow optional add-ons such as streaming services depending on current promotions and availability. Additional monthly charges may apply.
Yes, a WiFi router is typically provided during fibre installation. The router model may vary depending on the selected broadband speed plan.
Yes, we will check the service coverage at your address before proceeding with your application to ensure broadband is available at your location.
For Malaysians, please provide a copy of your MyKad. For foreigners, provide a copy of your passport when submitting your broadband application.
After your application is approved, the service provider typically contacts you within 2 to 7 working days to arrange the broadband installation appointment.
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.
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.
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.
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.
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.
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.
No, Astro will cover all expenses related to returning the box.
Please check if you are streaming on a supported device. Astro GO is only applicable within the supported platforms; mobile devices (phones and tablets) and web browsers.
If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
No, this change in due date will not impact your monthly bill subscription.
No additional subscription is required. Video On Demand (VOD) is a value-added service for all Astro customers with connected Ultra Box and Ulti Box. All you have to do is connect your box to your home Wi-Fi and you'll be able to access the world of on demand. Binge-watch, rewind, fast-froward and stream all your favourite shows anytime.
Yes, you can watch content on up to 4 different devices simultaneously using the same account. You can have 4 logged-in devices and 4 profiles, allowing for 4 concurrent streams.
If your My Astro App is still accessible, you may go to Account then scroll down to Support & Settings. Click Submit Your Enquiry to provide your feedback either through the feedback form.
OR
You may submit your feedback here.
You may check your bills and outstanding via My Astro web or My Astro app via this link.
Note: Bill statements and payment history are not available on WhatsApp. For a more complete billing experience, including access to your payment history, download and use the My Astro app.
The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.
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:
- 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
- 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
- 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.
- 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.
- 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.
Astro Fibre WiFi router is a dual-band edge Residential Gateway which supports two frequency bands 2.4GHz and 5GHz.
FAQs: Netflix on Astro
1. What is Netflix?
Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you’ll love.
Astro customers with an internet-connected Ultra Box or Ulti Box canaccess the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website https://about.netflix.com/en
2. Which new pack comes with Netflix?
Any packages with Entertainment Plus, Movies Plus & Sports Plus will include Netflix. The default Netflix offering is Netflix Standard (2 screens and HD viewing) as part of your Entertainment Plus, Movies Plus and Sports Plus subscription. You can upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM 10 (inclusive of govt. tax).
Note: For the above subscriptions, you may use the email address used for your existing subscription with Netflix to activate and the future billing for Netflix will be transferred to your Astro bundle charges. For users that are billed for Netflix through Apple before joining the Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro bundle else you may be double charged for your Netflix account.
If you do not have a bundle which includes Netflix, you may also add anew Netflix subscription to your Astro Bill for billing convenience.
3. How do I know if my new pack includes Netflix?
If Netflix is included as part of your Astro pack, you will find it in My Astro app called “Apps” 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 “MonthlyCharges”
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.
4. I signed up for the EntertainmentPlus / Movies Plus / Sports Plus pack that includes Netflix. How do I activate my Netflix account?
You should have received an email or SMS with your activation details, please click on the link provided to be redirected to the Netflix website to activate your account.
Alternatively, you can also activate Netflix on your Ultra/Ulti Box. Please surf to CH 741 on your Ultra/Ulti Box (or click the Netflix button on your Astro remote) and follow the instructions on the screen.
5. Will I be able to access Netflix on my Ultra/Ulti Box?
You will be able to access Netflix on your Ultra and Ulti Box. However, kindly note that if you have an Ulti Box with a Netflix Premium subscription, you will not be able to watch content in 4K UHD and Netflix Spatial Audio.
6. How do I change my Netflix plan or account information?
You can make changes to your Netflix plans that are included in your Bundle through My Astro app.
You can change your non Astro-bundled a-la carte Netflix plan at any time by signing into Netflix.com and visiting the Account page, then selecting Change Plan to view and select available plans.
7. 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.
Netflix Standard account customers are allowed to watch shows in Full HD and download them to watch offline on up to 2 supported devices at a time.
On the other hand,Netflix Basic account customers are allowed to watch shows in HD and download shows for offline viewing on only 1 supported device at a time.
8. You can add a new Netflix account to your bill through CH 741 or clicking the Netflix button on the remote control. Please enter the email address you would like to use for Netflix subscription and ensure the Billing partner is Astro.
If you would like to transfer your existing Netflix Account to be charged under Astro bill, please follow the steps below:
- Cancel your existing subscription with Netflix
- Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for Netflix via Astro bill
- To subscribe, go to CH 741 and enter the email address used for your previous subscription with Netflix
- Once successfully completed, all existing settings and watching history on your Netflix account will be brought over
9. I have added a Netflix account to my Astro bill. Do I need to perform any activation?
By adding a Netflix account to your Astro bill, your Netflix account is already activated. No additional steps for activation are required.
10. When I create a new Netflix account to link to my Astro Bill, will I lose all my current watching history in Netflix?
You may retain your watch history and settings of your existing Netflix account by using the same email of your Netflix account during the linking of your Netflix account with Astro.
11. I forgot my Netflix username or password. How do I find my username or reset my password?
If you have forgotten your username or password, you may follow the steps below:
Step 1. Go to netflix.com
Step 2:Click on Sign In
Step 3:Click on “Need Help” to reset password
12. I forgot which Netflix account is associated with my Astro Account. How do I find that out?
You can recover your Netflix login here or at astro.com.my/Netflix
Step 1:Head to astro.com.my/Netflix
Step 2: At the FAQ section look for “How to recover my Netflix login email and password”
Step 3: Login with Astro ID
Step 4:Proceed to Netflix.com for account recovery
13. What will happen to my Netflix account if I cancel my Astro service or change my Astro package?
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.
14. What happens to my Netflix account if I move to a new address?
There will be no changes to your Netflix account when you move to a new address.
15. How do I cancel Netflix?
If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your entitlement.
If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can only be done via Netflix’s Website, etc. This change will reflect in your next bill.
From mid-December 2021 you may also cancel Netflix add-on through Astro Call Center.
16. I would like to change the Netflix account linked to my Astro pack. What should I do?
Please visit http://help.netflix.com to call or start a live chat with Netflix’s customer support agents. You will be assisted to unlink your Netflix account from your Astro subscription. After the process, you may link another Netflix account to your Astro subscription.
17. Will Netflix be automatically added to my Astro subscription?
Astro subscribers will have the freedom to subscribe to Netflix via Astro, or they may also choose to continue subscribing via Netflix directly on their own.
18. Will Astro censor Netflix content?
Absolutely not. Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies all in one place.
19. I have signed up for two (2) or more main Astro subscriptions bundled with Netflix. Will I be entitled for multiple Netflix subscriptions?
Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.
20. Why should I subscribe to a Netflix on Astro vs direct subscription via the Netflix app?
- With numerous OTT entrants, consumers are suffering from subscription fatigue. In fact, they are looking for a one stop shop platform where OTT services are integrated in one place.
- Astro offers flexibility and convenience with new packs where customers can get the convenience of accessing a variety of content via Ultra Box as the single remote-control solution.
- In addition, there will be cost savings for Astro customers to purchase both Netflix and Astro together. Even better deals are available if customers also subscribe to broadband for a better-connected experience.
Returning your Astro box & Smart card/SIM card is a very simple process.
For existing Ultra Box or Ulti Box user, call 03-9543 3838 to schedule our courier partner to come pick up the box or drop them off at the closest Astro Service Centre or Exclusive Partner near you. Click here to find a Customer Service Centre (CSC) or Astro Exclusive Partner (AEP) near you.
For any unreturned Ultra Box or Ulti Box, a box fee of RM100 may be charged to your account.
For all other boxes, please recycle your box at a registered collection center that will properly manage the boxes in an environmentally friendly way. Click here to find a registered collection center near you.
BYOND / PVR / Ultra Box
To dismantle ONLY - FOC
To reinstall ONLY – RM65
To dismantle and reinstall - RM65
Broadband / IPTV
Relocation within 6 months of contract start will be charged a RM500.00 relocation fee, and the contract will be renewed to a new 24-month contract.
Relocation after 6 months of contract start will have their contract renewed to a new 24-month contract.
Note For IPTV Customers:
1. Upon relocation request, all exiting IPTV customers will be converted to our Astro & Broadband service. Customers can choose to have standard Astro service with satellite dish, or unicast Plug & Play without satellite dish.
2. If customers choose to have satellite dish, an additional RM150.00 will be charged for satellite installation. If customers choose to have unicast Plug & Play service, no satellite dish is required, hence no extra charge will be incurred.
*Please note that additional charges may apply if the reinstallation process requires extra cables/fixings.
If you accidentally delete your mesh:
- Login to the Astro Fibre App.
- Go to Network > click on the plus (+) sign.
- Enter your serial number (starts with SRXxxxxx).
- Click OK to add the mesh back.
Yes, you can activate your access anytime between April 24, 2025, and June 23, 2025, to get 2 months of access to Prime Video at no additional charge. Please note that the offer is subject to change. All sign-ups are also subject to the Prime Video app usage terms and conditions.
Please ensure that your Ultra or Ulti Box is set as the primary (main) decoder to enjoy 2 months of access to Prime Video at no additional charge.
If your primary box is an older model, don’t worry as you can still enjoy this offer by upgrading to an Ultra/Ulti Box within the offer period. Just contact us to arrange your upgrade.
For more information about the Astro Fibre App, you may click here for a detailed user guide.
Astro Cloud is a virtual storage that allows you to record and watch your favourite TV shows on Astro GO anytime, anywhere. Customers can enjoy 200 hours (500 GB) of cloud recording on Astro GO web and mobile app, and on your Astro Box (if applicable) at no additional cost.
To check your remaining Cloud storage space, go to Settings > My Devices, you will find your cloud storage information here.
You can upgrade your storage to a total of 1,500 hours (4000gb) with the Astro GO+ add-on for RM 5.99/month.
Kindly visit https://myastro.astro.com.my/ or call us at 03-7490 8102 to upgrade your storage plan.
4K content is currently not supported on the Ultra/Ulti Box. However, you can still enjoy Prime Video in 4K on compatible smart devices.
No, anyone can make payments on your behalf as long as the credit card is used by the owner themselves.
Astro ID and / or account deletion is permanent. Upon deletion, it will be unlinked from your TV subscription account and you will be logged out from all the associated Astro apps and / or services connected including the partner apps that you have logged in using the same Astro ID.
If you have any queries regarding Astro ID or would like to request for Astro ID account deletion, click on submit your request here, fill in the required details and our Astro representative will get back to you within 3 business days for security verification purposes.
Please check your internet speed and connection status via internet connection test. If your internet is working fine and the issue persists, proceed to submit report via WhatsApp or
Feedback Form
.
Any packages with Entertainment Plus, Movies Plus & Sports Plus will include Netflix. The default Netflix offering is Netflix Standard (2 screens and HD viewing) as part of your Entertainment Plus, Movies Plus and Sports Plus subscription. You can upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM 10 (inclusive of govt. tax).
Note: For the above subscriptions, you may use the email address used for your existing subscription with Netflix to activate and the future billing for Netflix will be transferred to your Astro bundle charges. For users that are billed for Netflix through Apple before joining the Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro bundle else you may be double charged for your Netflix account.
If you do not have a bundle which includes Netflix, you may also add a new Netflix subscription to your Astro Bill for billing convenience.
Currently, there are no rebates provided when you sign-up for the Ultra/Ulti Plug & Play Box.
Yes, Prime Video is available to Astro customers through the following options:
- Included at no additional cost for customers on the Ultra/Ulti Box with either the Astro One Epic Pack or Movies Pack as part of your subscription bundle.
- Available from 24 June 2025 at no additional cost for customers not on the Ultra/Ulti Box but subscribed to either the Astro One Epic Pack or the Movies Pack as part of their subscription bundle.
The iQIYI app offers subtitles in multiple languages for all their content excluding some variety shows. However, no dubbing option is available yet. You will be able to select or switch off your subtitles when you play your video in full screen.
No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.
Yes, you may return Astro equipment even after being charged for the box fee.
Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.
After successfully returning the box, Astro will proceed to waive off the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.
No, the Astro Fibre App is available for Astro Fibre customers with the RG21 and RG31 (launching soon) router.
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.
Please update your auto-debit payment details via My Astro Portal.
Yes, for customers on the Primary, Movies, Movies Plus, Sports, Sports Plus or Premium 1 Pack,
you will still be able to enjoy Viu Premium as an add-on for as low as RM8.40/month (RRP:
RM14.90). Please refer to the table below for the complete pricing:
TV Pack | Price |
|
|
| RM 8.40/month (inclusive of tax) *This add-on price is only applicable if customers choose to add Viu Premium plus another selection under Asian Favourites |
All Other Packs | RM 21.90/month (inclusive of tax) |
Starting 20 January 2026, all Astro customers can add on the TVBAnywhere+ app to their subscription via their Ultra/Ulti Box, the My Astro app or visit
astro.com.my.
Of course not! It is a value-added service introduced for your convenience.
Effective from the bill date 9th July 2024 onwards, the Service Tax for the Broadband Bundle/Fibre Bundle will be streamlined at a rate of 6%. The prorated adjustment for your Pay TV subscription will be calculated based on 6% service tax rate on your next bill, following your current subscription's tax rate.
You can have up to five (5) devices registered to your account at any given time. However, you can only stream from one (1) device at a 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.
There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.
- 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
- Restart your computer.
- Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
- 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.
- 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.
- 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.
- 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.
In the event the problem persists, please provide below details for further escalation:
i. List of websites effected.
ii. Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
iii. Run the Traceroute Test - Please click here for Traceroute Test guideline.
iv. Run the Ping Test - Please click here for Ping Test guideline.
Once you've gathered all the results, kindly send them all through the Feedback Form below.
Quick Info
A Speedtest is a service that provides free analysis of Internet access parameters, such as connection data rate.
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.
No, price for Astro customers will remain unchanged. Only the RRP price from iQIYI is changed.
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.
