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.
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.
For Platinum Pack and Multiroom Smart TV customers, Astro GO+ is included in your subscription at no extra charge. For customers on other packages, you will be able to add-on Astro GO+ to your subscription for RM 5.99/month.
We encourage customers to ensure their TV compatibility with the Astro Multiroom (Smart TV) app first before making any purchase here.
If you are still experiencing any issues, please contact us at wecare@astro.com.my or call or WhatsApp us at 03-9543 3838 and our agents will be happy to assist you.
Yes, customers will be charged 8% Service Tax for packages purchased after 29th February due to the implementation of the 8% Service Tax starting 1st March 2024.
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.
You would have to create a new Astro ID with your email address or mobile number and link your Astro subscription. Please follow the steps in the link here
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.
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 More to configure the WiFi parameters.
6. From the left menu, select WLAN and choose Wi-FI Advanced Network to access the screen below.
7. To change the channel on 2.4 GHz and 5 GHz, click the drop-down arrow for Channel, then select your desired channel.
8. Then, click "Apply" for the changes to take place.
Please first ensure Disney+ Hotstar access is included and has been activated as part of your Astro subscription. Once you have completed your activation process, you can enjoy Disney+ Hotstar on the Ultra box with these simple steps:
- Step 1 -Press "Home' on your Astro remote control. On the apps rail, select "Disney+ Hotstar' app > OK > My Account
Yes, you may cancel your Astro Fibre order before service activation, however, kindly note that there is a cancellation charge of RM212 (inclusive of SST) for any service cancellation done 48 hrs before scheduled appointment.
Video On Demand (VOD) is a new way of enjoying your Astro, for free* as part of your subscription. Here's what you can do by watching your show via VOD:
1. Pick and choose your show anytime of the day without needing to wait for your show to air.
2. Catch-up on episodes you've missed or binge-watch all episodes instantly.
3. Pause, rewind, or fast-forward to your favourite parts of the show.
4. Watch full uncut episodes.
5. No weather or other disruptions during your viewing time.
6. Browse our library of recommended shows for you based on your viewing history. Everything you see is free as part of your subscription.
7. To rent additional blockbuster movies on a pay-per-view basis, visit the "Store' section in our VOD library.
Here’s how to access On Demand:
1. Connect your Astro PVR/Ultra Box to Wi-Fi or download the Astro GO app from here.
2. Press Home on your remote and scroll to On Demand or login with your Astro ID via your Astro GO app.
3. Start streaming on your TV or Astro GO app anytime, anywhere.
* On Demand is FREE for customers with a Wi-Fi connected PVR/Ultra Box and Astro GO app. Entitlement is based on your subscription.
Note: You can also rent additional movies on a pay-per-view basis, all found in the Store.
Astro GO+ is a service add-on that:
- Enables the simultaneous viewing of Astro GO for up to 4 users/devices.
- Increases the cloud recording storage from 200 hours up to 1500 hours.
The Kids Friendly Profile is an enhancement to the Kids User Profile feature with the following major improvements:
- Kid-Friendly Channels, On Demand content & TV Guide: Only Kid-friendly channels and On-Demand content can be viewed in the Kids Profile. Other channels and content are not viewable. The same applies to the Kids TV Guide.
- PIN control for the Kids Profile: When switching from a Kids Profile to an adult profile (i.e.: Father or Mother), a PIN entry will be required.
- Limited Kids Profile Content Search: Only Kids age-appropriate content can be searched and displayed within the Kids Profile.
- Kids Profile Based Recordings: Kids Profiles will have their own personalised age-appropriate recordings without any overlap with other user profiles. This feature will be available from 17th August onwards.
These enhancements are available across the Astro GO app, Ultra/Ulti Box, and Multiroom Box/Smart TV app.
Click here to find out more on this new feature and how to use it!
For customers with the Ultra or Ulti Box, you are required to return only the Astro box along with the Smart/SIM Card. There is no requirement to return the remote control, power cables or satellite dish/outdoor unit (ODU).
For customers on other Boxes, you are required to discard them (and their accompanying devices such as the Smart/SIM Card) only at registered collection centers for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection center near you.
Please make sure that:
- 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.
- 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)
- Your Astro account is active and not under suspension.
If the above points have been met, you may try some quick solutions below:
- Clear the cache on your browser or app.
- Check if you have the latest version of the browser or app.
- Log out and log back into the browser or app.
- Relaunch the browser or app.
- Restart your mobile device.
- Restart your internet connection.
Customers subscribing to the following Astro packs will get to automatically enjoy Disney+ Hotstar as part of their newer, bigger and better packs
- Movies Pack
- Movies Plus Pack
- Premium 1
- Premium 3
- Platinum Pack
Customers with any of the above subscriptions with an Ultra or Ulti Box will also be able to enjoy Disney+ Hotstar on their big screen TV via their Astro Box, in addition to disneyplushotstar.my and the mobile app. Please click here on how to access Disney+ Hotstar on the Ultra/Ulti Box.
Astro customers who are not on the above Packs may upgrade to the Movies, Movies Plus, Premium 1, Premium 3 or Platinum Pack to receive access to Disney+ Hotstar at no additional cost. Alternatively, customers may visit www.astro.com.my/disney to subscribe to Disney+ Hotstar Premium through a 3-month plan via Astro at RM54.90 (NP: RM79.90 quarterly, Astro customer may see up to 30% savings in their Disney+ Hotstar Premium subscription)
For more information, please visit www.astro.com.my/disney. If you need further help, please WhatsApp “DH Help” to Astro or call them at 03-9543 3838 for assistance.
You will be able to view your new package(s) within 24 hours of subscribing. Please note that if you are an Astro customer subscribing to HD channels, you will have to connect an HDMI cable to your TV before you will be able to enjoy the channels.
For Astro Ultra Box or Ulti Boxes, you will be able to see an itemised charge called "Box Fee” in your Astro bill.
This initiative is part of Astro’s “GO GREEN” journey, which was implemented to promote paperless billing and to play our part in protecting the environment. The objective of the Paper Bill Charge is to encourage our customers to opt for e-Billing as their preferred Bill Delivery Method, which is also a more convenient and efficient way to access and manage their bills. Hence, a fixed RM10.00 monthly charge will be applied to all existing and new Astro customers who opt for Paper Bills as their preferred bill delivery method.
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.
Please check your internet speed and connection status. If your internet is working without any issues, please logout & login into the app again.
If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
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
Unfortunately, only Astro Fibre customers who subscribe from 24 November 2023 to 31 May 2024 are eligible for this free speed upgrade. However, you may still get the speed boost by calling in to our Customer Contact Centre at 03-9543 3838 and re-contracting with us. Kindly note that your account will restart with a new 24-month contract.
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 and press "OK".
STEP 3
Navigate to STB Diagnostics and press "OK".
STEP 4
Navigate to Network Diagnostics and press "OK" .
STEP 5
Please ensure the Tunes service multicast status is Multicast Up.
If the status is Multicast is Not Available, please reboot the decoder and router before verifying this status.
If issue persists, please submit the issue on our Feedback Form with error details and attach a picture of your Network Diagnostics.
Currently, Maxis, Digi, Celcom, TuneTalk, U-Mobile, Yes, XOX and Webe.
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
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.
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
- 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. 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.
- 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 WiFi 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, WiFi broadcasts in 360 degrees, so it doesn't make sense to put it at one end of the house.
- 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, WiFi routers, satellites, cell towers, and more.
- Although WiFi 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:
- Microwaves
- Bluetooth Devices
- Cordless Phone
- Surrounding Wi-Fi signals
- A truth of the modern world is that every household has their own WiFi 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.
- 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.
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.
We noticed that you've recently requested for a change in your Astro account.
As this change will affect your overall monthly subscription, the expiry date for your Disney+ Hotstar (3-months Pass) subscription has been deferred to xxx (date) to consolidate the final monthly subscription pricing.
Yes, existing Astro customers can subscribe to all Astro & Broadband offerings. 24 months contract will be renewed upon signing up for broadband.
Yes. As a Sports Pack customer, you will get access to Liga Malaysia as well as a variety of local and international sporting events as part of your subscription.
You will need to bring along all devices to your new place as no new devices will be issued.
Relocation will be subjected to new 24 months recontract and standard relocation fee applies for both Maxis and Allo respectively.
There will be no changes to your account. However, by paying 5 days earlier, your transactions will be processed in a timely manner and to allow you to enjoy uninterrupted viewing before the next bill is generated for the following month.
For My Astro App Users
Go to the "Account' tab and scroll to "Personal Info' section. Click "Name & contact info' to view and update your personal contact information.
For Ultra and/or Ulti Users
- Launch the My Astro app on your Home screen and you will land on your My Astro account dashboard. Then, press the yellow button on your Astro remote control to visit your "Account details".
- Press the down button to view the "Personal info".
- Press the left button and focus on the edit icon for the contact details, press on "OK" to change your contact details.
For payments made using credit cards, refunds will be reversed back to the respective card. Whilst payment made by cash and online banking will be made to the account holders bank account.
You may submit your request via Feedback Form with below information details based on your payment method.
Please choose below option in the Feedback Form:
Category: I would like to request for refund
Sub Category: Request for Refund
1) Refund via Bank transfer:
Bank Name:
Bank Account Number:
*Note: Please confirm your bank account details and ensure it's correct
2) Refund via Foreign bank:
Bank Name:
Bank Account Number:
Bank Swift Code:
IBAN Code:
Currency: Eg: Dollar/Yen etc
*Note: Please confirm your bank account details and ensure it's correct
3) Credit Card:
Credit Card Number:
ONLY last 4 digit credit card updated with Astro account
*Note: Please confirm your credit card details and ensure it's correct
STEP 1
Check the Audio settings on your box and set to Auto.
Refer guide to change Digital Audio Settings.
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.
STEP 1
On your remote, press the HOME button.
STEP 2
Navigate to SETTINGS icon and press "OK".
STEP 3
Navigate to Manage Satellite Frequency and press “OK”.
STEP 4
Choose Test Satellite Frequency and press “OK”.
STEP 5
Choose "Confirm" to continue Test Satellite Frequency and press “OK”.
STEP 6
Satellite Frequency Test progress screen will be displayed.
STEP 7
The test result will be displayed once completed.
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 HDMI Audio and press "OK".
STEP 4
Navigate to your preferred selection and press “OK”.
Your monthly bill of the previous and new pack will be prorated. This will be reflected into your bill accordingly.
At this point in time, 4K UHD content from Disney+ Hotstar is not available on the Ultra or Ulti Box. We are working to enable this on the Ultra Box in a future update.
You will require HD-PVR service in order to subscribe for a PVR. This service is included in all Starter Pack, Value Pack, Super Pack Lite, Super Pack and Super Pack Plus subscriptions.
The promotion period of Astro Fibre’s Speed Upgrade Campaign is from 24 November 2023 until 31 May 2024.
We would recommend the following browsers for a smooth verification process:
• Google Chrome
• Microsoft Edge
• Mozilla Firefox
• Safari
Yes, you can return the Astro Box & Smart Card/SIM Card even after being charged for the box fee. After successfully returning the box, Astro will proceed to refund the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.
Your bill statement will include details of your monthly subscription charges; e.g. charges for your chosen Astro packages and Broadband service. It will also show the time period of which your first bill will cover, as well as indicate how much the total charges are and when the payment due date is.
The minimum recommended internet speed is 10 Mbps for HD videos and 30 Mbps for 4K UHD videos.
You will be able to watch almost immediately while the content streams through your Astro Box. Buffer time for the video to load will depend on the speed of your broadband.
Your average internet usage is shown as below:
Yes, the monthly subscription fee will be prorated into your Astro bill.
Yes, you can go to "Account' and scroll to "Subscription' and select TV pack. You may reach out to us via WhatsApp at 03-9543 3838 for more details.
No, Astro First movies/series are available as Per-per-view basis. Pricing is indicated on each of the programme posters. All prices are subjected to 6% service tax.
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.
Please make sure that:
- You are inserting the correct account holder's information while linking, ie: I/C number, passport number, Astro account number or Smart card number.
- You are linking to an Astro account (NJOI customers will not be able to log into Astro GO).
- Your Astro account is not currently linked to any other Astro ID. If your Astro account is currently linked to another Astro ID, you will see a red notice.
To find out which Astro ID is currently linked to your account, you may submit a feedback form. Kindly select feedback type "I have an enquiry/issue with Apps
