Netflix BasicNationwide Installation
Applying for
| UniFi Maxis 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.
Mac OS X
1. Click the Go tab in the top menu bar and select Utilities from the drop-down menu.
2. Type "network utility" in the search bar in the top right-hand corner of the Utilities window and then hit the "Enter" key on your keyboard.
3. Click the Network Utility icon to open the Network Utility window.
4. For Ping Test, select the Ping tab and then type the address you'd like to ping in the text box. Click Ping and wait for the ping results.
5. For Traceroute Test, select the Traceroute tab and then type the address you like to traceroute in the text box. Click Trace and wait for the traceroute results.
Windows 10
1. Click the Search icon (magnifying glass) in the bottom left-hand corner and type "cmd" into the search bar.
2. Select the Command Prompt app - it will be at the top of the list of search results as the best match.
3. A black box with a flashing cursor will open; this is the Command Prompt.
For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you like to trace and then hit the Enter key on your keyboard. Wait for the tracert results.
Windows 7 & Vista
1. Open the Start menu by clicking the Windows icon at the bottom left-hand corner of the screen.
2. Type "cmd" in the search bar at the bottom of the menu.
3. Click cmd found in the search results for Programs.
4. A black box with a flashing cursor will open; this is the Command Prompt.
For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you like to trace and then hit the Enter key on your keyboard. Wait for the traceroute results.
Windows 8
1. Move the mouse to the right-hand corner of the screen to make the vertical menu bar (charm bar) appear. Click Search.
2. Type "cmd" in the search bar and hit the Enter key on your keyboard.
3. Click cmd that found in the search results for Programs.
4. A black box with a flashing cursor will open; this is the Command Prompt.
For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you'd like to trace and then hit the Enter key on your keyboard. Wait for the traceroute results.
Windows XP
1. Click the Start button in the bottom left-hand corner of the screen.
2. Click the Run option in the right-hand column.
3. Type "cmd" in the text box and then hit the Enter key on your keyboard.
4. A black box with a flashing cursor will open; this is the Command Prompt.
For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you'd like to ping and then hit the Enter key on your keyboard. Wait for the ping results.
For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you'd like to trace and then hit the Enter key on your keyboard. Wait for the tracert results.
If you would like to upgrade your pack to include Disney+ Hotstar Premium, please contact Astro Customer Contact Centre at 03 9543 3838. Alternatively, please WhatsApp Astro at 03 9543 3838 and type DH Help for further assistance.
Please refer to the Welcome Card inside the Plug & Play Box package and scan the QR code. You may choose to watch either the self-installation video or the Augmented Reality (AR) Installation Video to activate your Plug & Play Box. You can also download the Installation Guide from the Astro Get Started Page.
Please install and activate your Plug & Play Box within 7 days of receiving your Plug & Play Box and Astro SIM card. If you are unable to activate your Plug & Play Box within 7 days, the Plug & Play Box will be automatically activated by Astro on the 8th day.
The billing and warranty of the Plug & Play Box shall begin on the same date of which the Plug & Play Box is activated.
In the event that you have ordered more than one (1) Plug & Play Box, please refer to the Astro SIM card letter (included with the Astro SIM card delivery) to match the right Astro SIM card to the respective Plug & Play Box. Each Astro SIM card has been paired with a specific Plug & Play Box, thus the correct matching of box and SIM card is required for it to work properly.
It will begin on 1st March 2024 and onwards.
No, customers are only allowed to choose ONE billing option (either Paper Bill or E-bill or SMS bill). However, customers who opted for Paper Bill will still be able to check their bills through Astro Self-Service Portal, IVR, Channel 200 and WhatsApp.
STEP 1
On your remote, press the ... button and the Channel Guide page will be displayed on your screen.
STEP 2
Select the channel you would like to remove as favourite and press "OK".
STEP 3
Select "Remove from Favourite" and press "OK".
STEP 4
You are successfully removed the channel from favourite list when this screen appears.
Astro is continuously improving our user interface and introducing new features to our platforms to ensure that your Astro experience is more seamless, efficient and user-friendly.
For details on our latest interface, Picture-in-Picture mode and auto-start interactive mode on Astro GO, please click here.
In addition, we have also recently introduced a new look to the Title Information Page, the ability to disable the Profile Selection Screen and adjustable auto-standby timing. For more information, please click here.
Starting 29 August 2022 (for Ulti Box customers) and 2 September 2022 (for Ultra Box customers), you will be able to log in to Disney+ Hotstar using your registered mobile number by following these simple steps:
Step 1 - You will receive a Disney+ Hotstar auto-activation SMS on your registered mobile number.
Step 2 - Press the Home button on your Astro remote. Under the "Apps
Astro Multiroom is a 2nd Astro subscription that mirrors all the channels on your primary Astro at a discounted monthly fee. You can now enjoy Astro on different TVs in different rooms.
All Astro customers with Disney+ Hotstar bundle/Add-on will be moved to the Disney+ Hotstar Premium Plan, with no changes to their current subscription pricing starting 24 April 2024. The new Disney+ Hotstar Premium Plan includes 3 concurrent streams, 10 maximum device logins, maximum video quality up to 4K Ultra HD (compatible devices required), and streaming on phone, tablet, laptop and TV.
If you have questions about your Disney+ Hotstar plan, please contact Astro Customer Contact Centre at 03 9543 3838. Alternatively, please WhatsApp Astro at 03 9543 3838 and type DH Help for further assistance.
STEP 1
Switch OFF the power of your Ultra / Ulti box and make sure that the adapter's power light is off.
STEP 2
Switch ON the power of your Ultra / Ulti box and make sure that the adapter's power light is on.
STEP 3
Put the box on standby mode.
STEP 4
Press and hold the Home button on the box.
STEP 5
Wait until "boot" appear on the front panel and released.
STEP 6
When “boot” appears, press “Standby”, “Left “, “Up” continuously until Auto Update appear on box screen and Software Update progress on TV.
STEP 1
Switch OFF the power of your box and make sure that the adapter's power light is off.
STEP 2
Switch ON the power of your box and make sure that the adapter's power light is on.
STEP 3
Press Standby, Ch+, Standby keys on the box simultaneously when the "boot" message appears on the box front panel.
The Software Update progress screen will appears.
The update will take 10 - 15 minutes to complete. Please be patience.
STEP 1
Switch OFF the power of your box and make sure that the adapter's power light is off.
STEP 2
Switch ON the power of your box and make sure that the adapter's power light is on.
STEP 3
Press the standby button repeatedly after switch on the power.
STEP 4
Press "OK".
STEP 5
The Software Update progress screen will appears.
The update will take 10 - 15 minutes to complete.
Please be patience.
Astro is an official distributor of Disney+ Hotstar, the dedicated streaming home for global, and Malaysian hits. Astro customers can now subscribe to Disney+ Hotstar through the new, bigger and more diverse Packs, i.e.: Movies, Premium 1, Premium 3 or Platinum Pack. The streaming service brings together blockbuster movies from Hollywood to Hallyu and award-winning content from Disney, Marvel, Star Wars, Pixar, National Geographic, FX, 20th Centuary Studios and more including exclusive premieres from leading Malaysian studios. Take your family entertainment to the next level with Disney+ Originals like I am Groot, Prey, Baymax, Obi-Wan Kenobi, She-Hulk, IN THE SOOP: Friendcation and more - with the convenience of one monthly bill for all your entertainment needs.
Movies Pack, Premium 1, Premium 3 and Platinum customers as well as customers on the Starter Plus Pack, Value Plus Pack, and Disney+ Hotstar (3-months Pass) can enjoy Disney+ Hotstar on Astro.
Customers can subscribe to Disney+ Hotstar via astro.com.my/Disney, as well as via authorised retailers and dealers.
Of course not! It is a value-added service introduced for your convenience.
STEP 1
Switch off the power for your box and make sure that the adapter's power light is off.
STEP 2
Locate the Smartcard at the front or right side and gently pull it out make sure that the adapter's power light is off.
STEP 3
Wipe the Smartcard's gold chip clean using a dry soft cloth.
STEP 4
Make sure the gold chip is facing upwards and reinsert it all the way in.
STEP 5
Switch on the power for your box and make sure that the adapter's power light is on.
Please wait for 5 minutes.
STEP 6
Turn on your box. You should no longer be experiencing this problem.
If issue persist, please submit your feedback form with error details and attach a picture of your sim card number for assistance.
Astro introduces the new Ulti Box with a redesigned new interface, Cloud recording feature, enhanced search capabilities and more. Just connect the all new Ulti Box to the Internet and take control of your entertainment and stream up to 110,000 videos on demand, anytime.
The features of the new Ulti Box include:
· New Home Screen - Everything you see is yours
· Discover Video on Demand (VOD) - Discover 110,000 videos, stream anytime, anywhere
· Search - Search for your favorite show or video faster and easier
· Play from Start - Missed the start of the show? Just restart.
· Stop Here, Continue There -Stop on one screen and continue on another device
· Multi-Screen - Stream seamlessly across any device
· Cloud Recording - Record all the programmers you want at the same time
. **Continuous viewing - Enable to continue watching your favorite shows during raining.
We recommend an Internet speed of 10Mbps and above for optimal access to cloud recording, streaming on demand videos and search functions.
Note: ** Except 4K UHD, Astro First and all radio channels
STEP 1
Check the Audio settings on your box and set to Auto.
Refer guide to change Set HDMI Audio.
STEP 2
If issue persist, check if there is any 3rd party device (sound system/hdmi splitter) connected between box and TV.
STEP 3
If using 3rd party devices, bypass/remove 3rd party device and make sure HDMI cable connected directly from box to TV.
STEP 4
If issue persist, connect to Live Agent via WhatsApp for help.
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.
1. Tune to channel 200 on your Astro box and wait for a few seconds. By default, the selector will be on Packs. Press up/down to select your preferable pack, and press "OK"
2. Select the option for Monthly Subscription
3. Send the WhatsApp code as per displayed on the TV screen
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.
STEP 1
Try to change channels on your Astro remote.
INDICATOR: LED blinking 3 times / NO LED blink
SOLUTION: Replace new battery
Proceed to Step 2.
INDICATOR: LED blinking 1 time
Confirm it's not your Astro remote faulty, let's proceed to Step 3.
STEP 2
If issue remain after the battery replacement, this might be due to a faulty Astro remote.
Try changing the channel manually directly from the box front panel (If any).
If it's working, you might need to replace your Astro remote.
You may walk-in to our nearest Customer Service Center for the replacement.
STEP 3
You need to refresh the box setting by initiate manually from box front panel.
Refer to Refresh Box setting Guide steps here.
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.
Multiroom discount rates will be removed upon splitting the account.
The expiry date is when your current Disney+ Hotstar entitlement ends, except if your Astro subscription is out of contract, in which case this expiry date may not apply to you. For details on your subscription expiry date, please call our Customer Contact Centre or WhatsApp us "DH Help
Do ensure that you are logging in with the correct Astro ID and password. If you are still unable to remember your password, please proceed to use the “forgot password” function to reset your password.
If the issue persists, you may submit an enquiry through our feedback form here. Choose feedback type as “Technical issues” and the issue as “I have an enquiry/issue with Apps.” Then, select the app you’re having trouble logging into, and submit the form. We will get in touch with you within 48 hours.
Kindly note that you will need to link yourAstro ID with an active Astro subscription to use Astro GO, My Astro, and other partner apps that is included in your subscription. You may refer to the steps here on how to do this.
The Astro Fibre app is a newly introduced mobile application exclusively for Astro Fibre customers to allow them to schedule when each user can access the internet, share network access to guests in a secure manner, easy device management, amongst many other features for a better WiFi experience. For more information about this app, please visit here.
The recommended home internet speed for a smooth viewing is 10Mbps.
1. Ensure Modem/Router are connected tightly to the power socket.
2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.
3. If issue persists, submit your Feedback Form for further assistance.
You may switch to E-mail Billing or Paper bills to be notified of your bill and make payment. Kindly note that if you select to have Paper Bills, you will be charged a RM10 fee per bill.
If you add on the Mesh WiFi during your initial order of Astro Fibre, there is no additional installation fee. If you order the Mesh WiFi as an add-on at a later time, you will have to pay RM49 per installer visit. However, if you choose to have the Mesh WiFi delivered via courier in order to self-install your Mesh WiFi, there will be no installation or delivery fee charged.
You will not be able to switch between channels, use the app as a remote control, view favorite channels and programmes, use programme showtime reminder, and remote record feature.
Activate your Disney+ Hotstar access with your Astro subscription, using the steps below:
- Step 1 - Create- and verify your Astro ID at astro.com.my/astroID. If you already have an existing Astro ID, go to Step 2.
- Step 2 - Goto astro.com.my/Disney. Login with your Astro ID, activate with your mobile number and verify with a one time passcode (OTP) sent to your mobile number.
- Step 3 - Download the Disney+ Hotstar app or login via web, and sign in with the mobile number provided in Step 2. Start streaming!
You will only be able to watch Astro GO and/or Multiroom Smart TV on up to 2 devices at the same time as opposed to 4 devices with Astro GO+.
Your cloud recording storage will also decrease from 1500 hours down to 200 hours. Your stored recordings/downloaded shows that exceed 200 hours will also be removed.
Step 1: You request for a move.
Step 2: One of our agents will contact you within 24 hours to set an appointment if you’re using Self Service - Astro Self-Service Portal.
Step 3: You will receive a reminder of your appointment an hour before your scheduled time.
Step 4: The technician will dismantle your satellite dish.
If there is no satellite dish, customers should dismantle the modem, router, and decoder by themselves.
Step 5: You will need to transport your device(s) to your new home.
Step 6: The technician will reinstall your satellite dish, (including modems and routers for broadband customers) at your new home based on the schedule appointment.
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.
You may reach out to Astro's customer service at 03-95433838 if you think there's an error regarding your redemption or rewards.
To check your contract, please visit My Astro.
This error indicates that you have reached the maximum number of simultaneous video streams across devices for one (1) account. To stop seeing this error, please stop streaming on one of your other devices.
• If you have recently purchased your Astro pack or made any changes to your pack on or after 9th November you can stream on two (2) concurrent screens
• If you have not made any changes you can stream on four (4) concurrent screens.
If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
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.
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.
No, this change in due date will not impact your monthly bill subscription.
You can proceed with below BTS if the weather is good. Otherwise, you may try again later.
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 Satellite Settings and press “OK”.
STEP 4
Navigate to Diagnostics and press “OK”.
STEP 5
Refer to the signal strength on your screen.
If it is 65 or higher, please take the screenshot and submit your feedback form.
If it is below 65, please go to Step 6.
STEP 6
Switch off the power for your box and make sure that the adapter’s power light is off.
STEP 7
Unscrew the satellite cable from the box and pull it out.
STEP 8
Plug the satellite cable back into the box and screw it back securely.
STEP 9
Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.
STEP 10
Turn on your box. You should no longer be experiencing this issue.
If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.
Centralized Dish
If issue persist under a centralized satellite dish, please refer to your respective Building Management before contacting our agents.
What is the "iQIYI Video - Dramas & Movies" App?
The iQIYI App is an on-demand video streaming service provided by iQIYI that was first launched in June 2019 in more than 191 countries providing the best Asian dramas to viewers across the world. iQIYI allows subscribers to watch all their favourite Asian entertainment including dramas, variety shows, movies and anime, with subtitles in multiple languages and equipped with Dolby Atmos for the most immersive experience at their fingertips.
Where can I access the iQIYI App?
Starting 20 December 2022, Astro customers will be able to enjoy the iQIYI app as an add-to-bill service for an exclusive price via Astro and enjoy the app on their Ultra/Ulti Box, mobile app and website.
How do I access the iQIYI App on the Ultra/Ulti Box?
After completing the subscription process, you will be able to access the iQIYI App on the Ultra/Ulti Box by following the steps below:
On your Ultra/Ulti Box
Step 1: At the Home menu, go to the App Rail and select "iQIYI"
Step 2: Click "OK" on your Astro remote
Step 3: While on the iQIYI App Home Page, navigate to "VIP account" located at the top left pane and click "Login". A page with a QR Code will be presented on your TV screen
Step 4: Scan the QR code using your mobile device and you will be directed to the iQIYI mobile app
Step 5: Follow the steps under "On Mobile App" below to pair your iQIYI account with your Ultra/Ulti Box
On the iQIYI Mobile App
Step 1: Download the iQIYI App on your mobile device
Step 2: At the login page, select "Continue with Astro"
Step 3: Log in with your Astro ID
Step 4: Click on the "Me" icon located at the bottom of the screen, and you will be presented with your iQIYI profile page
Step 5: Click on the in-app QR code scanner located at the top right corner of the screen
Step 6: Scan the QR Code displayed on your TV screen with the in-app QR code scanner. Refer to Step 3 under "On your Ultra/Ulti Box" above
Step 7: The screen on your TV will reload automatically and the iQIYI App home screen will be displayed. Now, you can enjoy the iQIYI App on your Ultra/Ulti Box!
Can I access the "iQIYI Video - Dramas & Movies' App outside of Malaysia?
Yes, the iQIYI app is accessible globally. However, the content of the app might differ depending on the country which will be tailored based on local content rights and market preferences.
Can I download the content on the iQIYI App for offline viewing?
Yes, you can download selected content on the iQIYI app for offline viewing at a later time. To find the titles you have downloaded, you may go to Profile > My Downloads.
What is the storage requirement for content downloading?
The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.
Are there any subtitles or dubbing available for the content on the iQIYI app?
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.
Can I change the interface language of the iQIYI app?
Yes, you may change the interface language of the app. To access the language settings, please click "Profile" > "Settings" > "Language" and select your preferred language.
If you have any further questions regarding the app, please go to "Profile" > "Help and Feedback". Thank you for your support.
iQIYI VIP Subscriptions
What is a VIP subscription?
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.
How can I become an iQIYI VIP?
You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase
How much does it cost to join iQIYI as a VIP?
All new and existing Astro Pay-TV customers are entitled to Astro special price when they signup for iQIYI as a VIP member via Astro at www.astro.com.my/iqiyi.
How do I make payment for my iQIYI VIP subscription?
The monthly subscription fee for your iQIYI VIP subscription will be reflected in your Astro bill accordingly. For example, your Astro billing cycle is on the 20th of every month and you just signed up for the iQIYI Standard VIP subscription via Astro on 15October. Your iQIYI monthly charge will be reflected on your upcoming bill on 20th of October, and on the subsequent months' bills, as follows:
When can I start enjoying my VIP subscription?
You will be able to enjoy all the content on the iQIYI app immediately upon successful purchasefrom the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.
I am an existing iQIYI VIP; will I get to enjoy Astro special price?
If you are an existing iQIYI VIP, you may cancel your existing VIP subscription with iQIYI and signup again via astro.com.my/iqiyi to enjoy the special price by adding your subscription to your Astro bill.
Where can I view my iQIYI entitlement expiry date/next payment details?
You can view your iQIYI entitlement & payment details in the app by follow these steps:
Step 1: Go to the Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
After following these steps, you will be able to view your entitlement expiry date, next payment date & payment method.
How do I cancel my iQIYI VIP subscription?
You may cancel your iQIYI subscription in the app by following these steps:
Step 1: Go to Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
Step 4: Click on "Cancel VIP subscription"
Will there be any penalty fees if I cancel my iQIYI VIP subscription?
There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.
App Issues
Who may I contact if I encounter any problems with the iQIYI app?
There are 4 ways for you to contact us for assistance:
- Submit an in-app feedback form via the iQIYI app by following these simple steps:
- Step 1: Click on your Profile
- Step 2: Click on "Help & Feedback"
- Step 3: Click on "Feedback" at the bottom of the page
- Step 4: Fill in your email address. Please ensure it is accurate as you will be contacted via this email address.
- Step 5: Briefly explain the problem/trouble/feedback
- Step 6: Click "Submit"
- Please contact the iQIYI customer service team via contactus@qiyi.com. You will receive a response within 3-5 working days.
- Kindly include your iQIYI UID information when you submit your feedback via email by following these simple steps:
- Step 1: Open the iQIYI app
- Step 2: Tap on the "Me" button at the bottom right
- Step 3: Tap on your username at the top left
- Step 4: Scroll down to the "Personal Data" page and copy your "UID" number
- If you are an Astro customer, you may also contact our Customer Service by:
- Submitting a feedback form here: https://support.astro.com.my/feedback-form;
- Reaching to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.
Can I choose to opt-in/opt-out of receiving any marketing materials via email from iQIYI?
Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.
Astro Login
How do I register for an Astro ID?
Download the iQIYI app > Select "Profile" > Click on "Log in with Astro ID" > Click on "Do not have an Astro ID? Click here".
Can I update my email address/mobile number for my Astro ID?
Yes, please visit Astro's Self Service Portal via myastro.astro.com.my to update your email address or mobile number.
I have forgotten my password; what should I do now?
Step 1: Click "Log in" and click "Forgot my password"
Step 2: Enter your email address and click "Submit"
Step 3: An email will be sent to your registered email address with further instructions on how to reset your password
How do I unlock a locked user account?
You may contact Astro's Customer Service by:
- Submitting a feedback form here: https://support.astro.com.my/feedback-form
- Reaching out to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.
Will my personal information be protected?
Yes, Astro is bounded by the PDPA act. All information received will be used in accordance with our Privacy Notice
You may check your bills and outstanding via:
- Channel 200 from your Astro Box.
- Astro Self Self-Serve Portal or MyAstro App via this link.
- WhatsApp "Payment" to 03 9543 3838 and follow the steps provided.
1. Please connect your computer or laptop to your Astro Fibre router using LAN cable. Your LAN cable must be connected from the yellow port of Astro Fibre router (Any available port).
2.Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
3. On the address bar, type http://192.168.100.254 and below page will appear.
Login using your username and password if you have changed the router login setting. Otherwise, your default router login is as per below.
Username: user
Password: user
4. Once you have successfully logged in, the router's web-based setup page will appear.
5. At the top of the page, click Wi-Fi to configure the WiFi parameters.
6. You may change the Wi-Fi Name and the Wi-Fi Password as per your preferences, then click "Apply".
7. Your Wi-Fi Name and password has been changed. Kindly ensure to reconnect your WiFi according your new WiFi name and password.
You may register for auto-debit via: -
1.My Astro website.
2.MyAstro App.
3.Any of our AstroExperience Store.
1. Please use a LAN ethernet cable and connect your computer/laptop to the back of the Maxis Router.
2. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox, etc.
3. On the address bar, please go to http://192.168.1.254 and the page below will appear.
The default login of the router as below. If you have done a configuration on your router and changed your password previously, please use the password you have previously set.
Username: administrator
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.
5. From the left menu, select WIRELESS to access the screen below.
6. You may change the Network Name (SSID) and the Password to follow your preferences, then scroll to bottom and click "Apply" for the changes to take place.
7. A warning box will popup, click "OK" for the changes to take place and reconnect to the new wireless name with the new password once completed.
8. Please wait until the connection reestablish.
No, the Service Tax is a tax payable entirely to the Government. Astro acts as a collection agent for the Government.
You may visit any of Astro's digital platform that you would like to log into. Then, create a new Astro ID using your existing email address or mobile number. After creating your new Astro ID, please use it to log into our digital platforms moving forward.
Some of our payment partners require payees to scan the barcode on the statement to make payment. Always bring your Astro bill statement when making payment over the counter.
The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisations:
- 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.
Click here to find out more on this new feature and how to use it!
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.
