You will be charged 8% Service Tax on Astro Pay TV services rendered on or after 1st March 2024, whereas your Astro Fibre including Mesh will remain at 6% Service Tax.

Astro customers can subscribe to Simply South at only RM10.00 per month (excluding tax).

Yes, you can sign up for auto-debit after your account has been activated via My Astro App or My Astro Web by following the steps shown here.

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.

No, your rewards cannot be transferred to another person or exchanged for cash.

Yes, you can request e-invoicing for your last month's bill if you obtain approval before the last date of the allowable period for the month: 5 days after the end date of the invoice period.

Scenario A (Only for Aug ’24):
Bill Date: 07 Aug 2024
Bill Start/End Period: 07 Aug – 06 Sept 2024
Timeframe requesting e-invoice: 07 Aug – 11 Sept 2024 (within 5 days after the end bill period)
Request Outcome: You will get the e-invoice for last month’s bill dated 07 Aug 2024.

Scenario B (For Sept ’24 onwards):
Bill Date: 01 Sept 2024
Bill Start/End Period: 01 Sept – 30 Sept 2024
Timeframe requesting e-invoice: 01 Sept – 5 Oct 2024 (within 5 days after the end bill period)
Request Outcome: You will be getting the e-invoice for last month’s bill dated 01 Sept 2024

Scenario C (For Sept ’24 onwards):
Bill Date: 01 Sept 2024
Bill Start/End Period: 01 Sept – 30 Sept 2024
Timeframe requesting e-invoice: 6 Oct 2024 onwards (more than 5 days after the end bill period)
Request Outcome: You will be getting the e-invoice for the next bill cycle.

Your Astro GO email will be delivered to you within an hour upon checkout. Please click the link provided to set up your password and download the Astro GO app on your device by clicking here (Google Play Store) or here (iOS App Store). If you want to stream it directly via your computer or laptop, Astro GO is also available at astrogo.astro.com.my. Log in with your Astro ID and start streaming!

Viu Premium members can enjoy ad-free viewing, unlimited downloads for offline viewing, full
HD resolution and priority/exclusive access to content!
As a Viu Premium member, you will be able to enjoy the benefits below:
a. Premium Shows
b. Ad-free viewing
c. Unlimited Downloads
d. Malay Subtitles
e. Watch On TV
f. HD Streaming
g. Exclusive Viu Originals
h. Cast videos from mobile device to TV

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.

If you receive this error message while activating Astro Smart TV, please follow the steps below:

1. Ensure that you have entered the sign-in code exactly as displayed on your TV screen.

• The code must be exactly 8 characters long.
• Do not enter fewer or more than 8 characters.

2. Check the code carefully before submitting.

• The activation code can be entered in uppercase or lowercase.
• The code will be accepted with or without dashes (-), as long as the characters entered are correct.

3. If the issue persists

• Refresh the activation screen on your Smart TV to generate a new code and try again.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
This will help our support team investigate and assist you further.

Netflix is available to IPTV customers on the Ultra Box and Ulti Box. Non-Ultra Box customers will not be able to access Netflix on CH741. Please upgrade to the Ultra Box/Ulti Box to access Netflix on the Ultra Box.

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

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

*Entitlement is based on subscription package.

This error indicates that you are streaming on Astro GO while being connected to a VPN. Please close your VPN application and try streaming again.

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

Please provide your primary mobile number via My Astro Portal, or send it to one of our platforms found here.

Note:

• Any changes of contact details to be requested by account holder only.
• Only account holder's contact to be updated as primary mobile number in the system.

You will continue to have access to Disney+ until the end of your current subscription cycle. After that, you will no longer be able to access Disney+ through Astro.

There are 4 ways for you to contact us for assistance:

1. 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"
2. Please contact the iQIYI customer service team via [email protected]. You will receive a response within 3-5 working days.
3. 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
4. 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.

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

Intermittent internet connection using LAN cable

Looks like there is something wrong with your service connection.

Please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.

Please ensure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Intermittent internet connection using Wi-Fi
1. Router Positioning

Most people underestimate the importance of picking a good spot for a Wi-Fi router. Even a small shift in positioning could end up being the difference between day and night.

i) High vs. Low

Put the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.

ii) Concrete & Metals

Make sure your router isn't blocked by any other objects, especially devices that are electronic. Also, avoid placing your router in your basement as this area is usually enclosed by a lot of concrete, which can be almost impossible for Wi-Fi signals to penetrate.

iii) Distance to Router

The further away from your router you get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices.

Otherwise, you should place your router near the center of your home. After all, Wi-Fi broadcasts in 360 degrees, so it doesn't make sense to put it at one end of the house.

2. Wireless Interference & Noise

You've probably never noticed but there are wireless signals all around you wherever you go and they're passing through you all the time. From where? Electronic devices, Wi-Fi routers, satellites, cell towers, and more.

Although Wi-Fi is supposed to be on a different frequency than most of these devices, the amount of radio noise can still cause interference. Some common causes of interference include:

i) Microwaves
ii) Bluetooth Devices
iii) Cordless Phone

3. Surrounding Wi-Fi signals

A truth of the modern world is that every household has their own Wi-Fi network, which can cause issues with channel overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many routers within close proximity.

Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels for you automatically, but sometimes it's better to investigate and find the best channel yourself.

4. Usage

More likely, however, is that the people on your network such as friends, roommates, or family members are participating in bandwidth-heavy activities like gaming and streaming Ultrabox/ Netflix.

Fortunately, if this is the case, you can prioritize your own network traffic by enabling Quality of Service in your router settings.

If the problem persists, please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.

Please make sure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Quick Info
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.

If you already have a WeTV subscription, you are allowed to subscribe to WeTV VIP with the same mobile number via Astro; however, your existing account will continue to run until you manually cancel it. With two active subscriptions with the same mobile number, your subscriptions will be added on top of your existing account and you will be charged twice on two separate accounts.

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

Feedback Form

.

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!

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.

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.

Please submit the feedback form and ensure the required document is attached for our review.

4K content is currently not supported on the Ultra/Ulti Box. However, you can still enjoy Prime Video in 4K on compatible smart devices.

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

Each Astro customer can subscribe to a maximum of one (1) Multiroom (Smart TV) subscription. If you need additional Multiroom access, you may subscribe to Multiroom (Astro Box). All subscriptions must be used within the same location as the main subscription.

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.

To access the app, please ensure the following:
You are an existing Astro Fibre customer, and you have a valid Astro ID and password to log in.

If you still cannot access the app:
Make sure you have the latest app version from the App Store/Google Play Store. If it is not the latest versioan, please update the app and try again.

The recommended home internet speed for a smooth viewing is 30Mbps.

You can add a reminder to pay your bill, on your Google Calendar with one click. Enjoy uninterrupted services, by remembering to pay your bill on time.

No. However, if you cancel your Astro Pay TV services but resubscribe at a later date, your duration (year) with us will reset to zero and restart according to your new activation date. Your Astro Rewards tier will reset to Magenta.

Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies in one place. Astro customers will be able to enjoy greater convenience by having Netflix bundled with their Astro subscription, consolidating the subscriptions, and providing easy access for payment in a single bill, at the best value.

The amount you're charged depends on:

• Your contract period and how long's left of your minimum term from the date your subscriptions end, calculated in months.
• Your current box type - Ultra or Ulti/Other Astro Boxes
• The packages you subscribe to, including App services such as Disney+ and Netflix

Yes, we will schedule for the equipment collection after you have discontinued Astro & Broadband services. If equipment is damaged or lost, penalty fee of RM 530 (inclusive of Govt. Tax) will be charged.

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.

Please follow the steps below:

Step1: Fill in Merge/Split Equipment Form (Part A & Part B)

Step2: A full payment to be made on any outstanding balance for all related accounts (if any).

Step3: Submit all documents via feedback form or walk in to nearest Astro Customer Service Centre (CSC).

Step4: Customer will expect a call from our validation team (Note: Turnaround time for merge/ split of account is 3-5 working days upon receiving all complete documentation).

Note:

1. There might be a loss of transmission during the processing of transfer equipment ownership, split or merge of equipment.

Yes, the 6% Service Tax will be imposed for Astro Smartcard/SIM card replacement effective bill date 9

th

July 2024 onwards.