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.

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.

Yes, you may return Astro equipment even after being charged for the box fee. You can choose either to opt for:

1. At-Home Collection: Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.
2. Self-drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box and drop the parcel off at any of our listed courier partner branch.

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. However, if you’ve made the payment, we will proceed with the refund to your registered credit card or to your account.

• If you have signed up for a PVR (New customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you have signed up for a PVR (Existing customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you took up a PVR decoder at a special offer with the package subscription of Super Pack Lite/Super Pack/Super Pack Plus/monthly subscription > RM169.60 (price includes Govt tax), you will have to maintain your package subscription for a minimum of 6 months, or a flat penalty fee of RM106 (price includes Govt tax) shall apply.

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.

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.

1. Try loading the site on a different device.

Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.

If the website doesn't load on another device, the problem is either with the network or the website itself.

2. Restart your computer.

Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.

3. Try loading the site in a different browser.

There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.

4. Temporarily disable your antivirus program.

Your antivirus software may be interfering with your ability to load certain websites.

Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.

5. Reset your modem and router.

Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.

6. Check your computer's date and time settings.

If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.

Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

7. In the event the problem persists, please provide below details for further escalation:

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.

a) Launch the app on your new Smart TV device and follow the instructions on screen to log in.

b) You will receive a notification on your mobile that the maximum no. of registered devices has been reached and see the list of registered devices.

c) Choose the old Smart TV to be removed and your new Smart TV will be added automatically.

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.

Yes, English subtitles are available for all movies. Additionally, Malay and Arabic subtitles are available for selected movies. In addition, selected titles will be dubbed in multiple languages such as Tamil, Telugu, or Malayalam.

After order submission, the Plug & Play Box and Astro SIM card will be couriered separately to your service address. The delivery dates with the tracking numbers will be communicated via SMS.

The Plug & Play Box and Astro SIM card should arrive within 3-working days after your order submission. You may self-install your box by following the guide here.

No, your Viu app is accessible within Malaysia only.

Kindly download the Astro Smart TV app from your Smart TV’s app store and follow the steps on the screen to log in.

You will be able to enjoy all the content on WeTV via your Ultra/Ulti Box,

wetv.vip

and the WeTV mobile app immediately upon successful purchase from the Astro website. Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription.

Below are the details of the Sun NXT pricing options for Astro customers.

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

The Ultra Box or Ulti Box and the SIM Card are property of Astro, as per our General Terms and Conditions for Astro Services. Therefore, customers are accountable for returning the boxes upon the termination of their Astro subscription. Otherwise, an RM100 (exclusive of Sales and Service Tax) box fee will be charged to the customer's account.

Yes, you will still be able to access the WeTV app and stream your favourite content outside of Malaysia. However, kindly be informed that this will be subject to content availability in the specific regions.

For enquiries relating to Disney+ content, application features, settings or functionality, please visit the Disney+ Help Centre.

Astro X3’s no-contract option is part of our upcoming offering to give customers greater flexibility and control over their viewing experience.

It is designed with simplicity and ease in mind—allowing customers to sign up, pause, or cancel at any time. More details on how it works and what’s included will be shared soon.

Stay tuned for updates!

For more information about the Astro Fibre App, you may click here for a detailed user guide.

The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisation:

• 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.

If you encounter this message while using the Astro app on your Smart TV, please follow the steps below:

1. Update Your Smart TV Software

• Ensure your Smart TV is running the latest software or firmware version.
• Check for available updates in your TV's Settings menu and install them if available.

2. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro Smart TV app again and test the playback.

3. Clear the Astro App Cache

• Clear the application cache on your Smart TV.
• Once completed, reopen the Astro app and check if the issue persists.

4. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install the latest version from your TV's app store.
• Open the app and test the playback again.

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

• Astro ID use
• Smart TV model
• OS version
• Type of internet connection (Wi‑Fi or LAN)
• Screenshot/photo of the error message

This will help our support team investigate and assist you further.

For more information on the product including offers and setup, visitproduct.astro.com.my/multiroom.

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

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.

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.

SecureGo can only be linked to one (1) device per Astro ID for security reasons. This helps to prevent any fraud that compromises your Astro ID or use other devices to register for SecureGo using your Astro ID.

If your submission was unsuccessful, you can reapply through the My Astro website or app. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process. Alternatively, you can reach out to us via Astro Help & Support for assistance.

The Kids Friendly Profile is an enhancement to the Kids User Profile feature with the following major improvements:

1. 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.
2. Limited Kids Profile Content Search: Only Kids age-appropriate content can be searched and displayed within the Kids Profile.
3. 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!

Yes. The highest video quality available on the TVBAnywhere+ app is 1080p.

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.

Yes, your information will still be available in the HBO Max app if you choose to sign in using the same email address as your current Astro login.

For any technical issues, you may visit Astro's Help & Support page then scroll down to 2. Technical Troubleshooting - Ultra Box / Ulti Box

OR

Send Hi to our WhatsApp at 03-9543 3838. Then select Help & Support for assistance.

You may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

No, customers without an Ultra/Ulti Box will not be able to enjoy Sun NXT via their Astro Box. However, they can enjoy Sun NXT on their mobile devices. To enjoy Sun NXT on their big screen, customers can upgrade to an Ulti/Ultra box. Customers can check their eligibility for the free box swap by logging into the My Astro app or by contacting Astro’s customer service at 03 9543 3838.

You will receive a 6-digit SMS OTP number sent to your registered mobile number.

Starting 1 March 2026, your access to the HBO Max app through Astro will end. If you would like to continue your access to the app service and keep your preferences or account settings, please subscribe to HBO Max as an ala carte add‑on via Astro from RM24.90/month. Additionally, as part of your current subscription, you can access Prime Video and Disney+, which is already included in your subscription at no additional cost.

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

No. An Astro-billed Disney+ subscription cannot be transferred to a Disney+-billed subscription.

If you choose to subscribe directly with Disney+, your subscription and billing will be managed by Disney+. We recommend reviewing your current Disney+ subscription arrangement before signing up to ensure it best meets your needs.

Please note that subscribing directly through Disney+ while maintaining an active Astro-billed Disney+ subscription may result in you having multiple Disney+ subscriptions and being charged separately for each subscription.

No, please return your old Astro Fibre modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

If you require any assistance with the app, you may:

1. Visit the WeTV official Facebook Page for more information: WeTV Malaysia - Home | Facebook; or

2. Drop the WeTV team a message via Facebook chat here

If you encounter any issues with your Astro billing and entitlement, you may contact our Customer Service by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or

2. Reaching to us via WhatsApp by typing "Hi"at 03-9543 3838