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.

STEP 1

Press any button on your Astro remote.

INDICATOR: LED blinking 3 times / NO LED blink

SOLUTION: Replace new battery

STEP 2

Check if you can change channel using  your Astro remote control.

If issue remain after the battery replacement, try changing the channel manually directly from box front panel (If any).

If it's working, you might need to replace your Astro remote.

This might be due to a faulty Astro remote.

You may purchase it directly from Astro Exclusive Partners.

If confirm no issue with remote control, please refer to Decoder Hang at Channel troubleshooting steps here.

Please follow the steps below:

Step 1: Fill in Transfer of Equipment Ownership Form (Part A & Part B)

Step 2: Provide an Undertaking Letter if current account holder deceased or un-contactable. (Note: Copy of death certificate is required if account holder deceased).

Step 3: Provide a copy of new applicant NRIC for Malaysian or copy of passport for non-Malaysian or copy of IMM13 Pass with at least 6 months validity for Refugee. (Note: ASTRO name should be displayed on the top left corner on both sides of the identity card copy).

Step 4: A full payment to be made on any outstanding balance for all related accounts (if any).

Step 5: Submit all documents via feedback form .

Step 6: Customer will expect a call from our validation team (Note: Turnaround time for transfer of equipment ownership 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.

2. Recorded program will be removed for PVR user.

3. A full payment to be made on any outstanding balance for all related accounts.

4. New account holder agreed to continue the remaining contract from previous owner account (if any).

5. Auto debit will be voided upon acknowledgment of transfer equipment ownership (if any).

Additional requirement for New Owner

Capping of applicant age is 21

Malaysians aged < 26 years old and Non-Malaysian - requires copy of utility bill (Phone, Internet, Water or Electricity)

For multi-frequency customers, RM10.00 is charged per physical bill generated.

STEP 1    

Check your current software version on your box.

If the software version updated (Refer to Table 1) , proceed to STEP 2.

If software version different from Table 1, click here for Software Update guide.

Once software is updated, tune to the impacted channel.        

If issue persist, proceed to STEP 2.

‍

STEP 2  

Run Test Satellite Frequency.    

Click here for the guide.

‍

If dCSS Scan Entrypoint Success, proceed to submit report here.

Guide to submit report:    

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.    

Please indicate if you agreed  to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).    

You will receive appointment details via SMS within 48 hours.

If dCSS Scan Entrypoint Fail, proceed to STEP 3.

‍

‍STEP 3    

Proceed to Update Satellite Frequency.

Click here for the guide.
Once completed, tune to the impacted channel.

If issue persist, proceed to submit report here.

‍

Guide to submit report:    

At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".

Fill up all the required information and submit.    

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).    

You will receive appointment details via SMS within 48 hours.

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.

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.

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.

The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.

Want to return your Ultra or Ulti Plug & Play Box? It's simple and free!

Here's what you can do with your unused Ultra/Ulti Plug & Play Box:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our courier partners.

Step 2: Just sit back and relax! A courier agent will come to your doorstep to retrieve the devices.

Your access to Astro GO will depend on the subscription pack that you are subscribed to. Not all shows/channels will be available on Astro GO as this depends on contractual rights with specific guidelines on the entitlement of these shows/channels. We are continuously working hard to make more content available on Astro GO.

You may navigate around the menu on the side bar on Astro GO app, or top bar on the Astro GO web version to find shows available.

Menu Guide

• Home: Check out all the recommended content or watch your subscribed TV channels via the   Channel Guide at the bottom of your home screen. 
• Catch Up: Missed an episode of your favourite series? Fret not, Catch Up on the latest episode of your favourite shows on Astro GO. 
• Boxsets: Watch complete seasons and series from our On Demand library anytime anywhere. 
• Movies: Watch recent and popular movies on your devices! You can access a large catalogue of On Demand movies, according to your subscription. 
• Kids: Catch all the cartoons, animations and a variety of shows for kids of all ages. 
• Sports: Watch the biggest sporting shows LIVE on your mobile device, anytime anywhere. 
• Store: Other than your subscribed packages, you can also purchase and watch your favourite Pay-Per-View movies and other Astro exclusive content (not available on iOS devices).

No, the eKYC verification process must be done by the individual themselves, using their MyKad and selfie in real-time.

As a rule of thumb, this issue might happen when the devices are not equipped with minimum requirement above that supports the subscribed internet speeds:

• WiFi technology
• Network Interface Card (NIC)

As mentioned above however, it is important to note that despite meeting the device minimum requirements, it is not a guarantee that devices connected over WiFi will be able to achieve maximum subscribed internet speeds due to the following:

1. Bad WiFi signal quality and coverage across the area due to:
   • Distance from the RGW/Mesh AP with connected device
   • Obstruction within the house (walls, metallic surfaces)
   • Interference with other household appliances
2. Congested bandwidth
   • If there are too many devices connected to the WiFi network, then the bandwidth might be overloaded with traffic hence, slowing down the speed
3.  Devices are connected using WiFi instead of wired using LAN.
   • It is important to note that wired connection offers better reliability and speed over WiFi.
   • WiFi is more prone to interference compared to a wired connection which causes lower speeds and dropped signal.
4. Router Positioning: Most people underestimate the importance of picking a good spot for a Wi-Fi router. Even a small shift in positioning could end up being the difference between day and night:
   • High vs. Low: Put the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.
   • Concrete & Metals: Make sure your router isn’t blocked by any other objects, especially devices that are electronic. Also, avoid placing your router in your basement as this area is usually enclosed by a lot of concrete, which can be almost impossible for Wi-Fi signals to penetrate.
   • Distance to Router: The further away from your router you get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices. Otherwise, you should place your router near the center of your home. After all, Wi-Fi broadcasts in 360 degrees, so it doesn’t make sense to put it at one end of the house.
5. Usage
   • More likely, however, is that the people on your network such as friends, roommates, or family members are participating in bandwidth-heavy activities like gaming and streaming Ultrabox/Netflix.
   • Fortunately, if this is the case, you can prioritize your own network traffic by enabling Quality of Service in your router settings.
   • If the problem persists, please run a Ping Test/Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances. Please make sure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Note:
Astro and its service providers will not offer any guarantees for compatibility of the customer's equipment (e.g., Personal Computer, Notebook, printers) nor provide on site troubleshooting for WiFi service issues related to the customer's equipment.

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.

As our customers deserve the best entertainment experience, Astro is refreshing its content and packages to offer more choice, value, flexibility, and better experience in a streaming world as part of the new Astro experience.  

The all-new Astro packs are designed for customers in the streaming and connected world, where they can stream all the shows they love on Ultra Box and Ulti Box. Customers can now enjoy their favourite shows all on Astro, from global streaming services like Netflix, Disney+ Hotstar, HBO GO, iQIYI, TVBAnywhere+ as well as all Astro's flagship shows and the best of live sports in one place, on the big screen. Our new packages offer unbeaten value, a greater variety of content and greater convenience, all made better with our Astro & Broadband for better connectivity.

Not all shows/channels will be available on Astro GO as this depends on contractual rights with specific guidelines on the entitlement of these shows/channels and what you have as a part of your subscription. 

Below are channels that are not available on Astro GO:

1. TV3
2. TAYANGAN HEBAT HD
3. ART
4. NTV7
5. 8TV
6. TV9
7. VELLITHIRAI
8. AWESOME TV
9. STAR CHINESE CHANNEL
10. ARABIC RADIO & TV VARIETY
11. NJOI TV
12. NHK WORLD HD
13. FX HD
14. ASTRO BEST / FIRSTCHANNELS

Please be assured that Astro is continuously working on getting more content available on Astro GO.

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.

STEP 1    

Press "HOME" button on your remote control.

STEP 2    

Navigate to Settings and press "OK".

STEP 3    

Navigate to STB Diagnostics and press "OK".

STEP 4    

From General Tab, take a look at the Current Entry Point Name for the LNB type of your input source.

Yes, customers will be charged 8% Service Tax on switching fee for any services rendered on or after 1st March 2024.
 

We try to make as many movies and TV shows available for download. However, for some titles, while we may have the rights to offer them via streaming, we may not be able to offer them for download.

No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

You may proceed with the following troubleshooting steps and it shouldn't take you much longer than 15 min

1. Please standby a computer/laptop to access to the internet and connection must be via LAN cable (connect the LAN cable to the Yellow port at Tplink Router and direct to the computer/laptop).

2. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.

3. On the address bar, please go to tplinkwifi.net and to access to below login page. Type the Username and  Password, then click "Login".

The default login of the router is available on the sticker at the back of the router. If you have done a configuration on your  router previously, the password may be different.

For example, below is the login details of the above router:
 

Username: admin

Password: TIMECE24
 

4. Once you have successfully login, the router's web-based setup page will appear. Please follow below steps for the configuration.

5. From the top menu, choose Advanced and click the Wireless tab on the left menu. Then, select Wireless Settings from the sub menu. Below screen will appear for 2.4GHz selection.

i. Please ensure to tick Enable Wireless Radio function.

ii. To change the channel, click the  drop-down arrow for Channel, then select your desired channel.

Choose between 1 to 13 (Suggested  channels : 1,6,11). Then, click "Save" for the changes to take place.

iii. Click Save for the changes to take place. The router will auto reboot and connection will re-establish after few minutes.

iv. Next, select 5GHz to make changes on the wireless channel for 5GHz.

v. Click the drop-down arrow for Channel, then select your desired channel from the selection.

vi. Click Save for the changes to take place. The router will auto reboot and connection will re-establish after few minutes.

Kindly note that affected customers will be adequately informed 30 days prior to the implementation via SMS which are sent out in phases (Starting 1 July), with scheduled announcements across WhatsApp, My Astro app, and Astro website.

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.

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. 

STEP 1  

Press "HOME" button on your remote control.

STEP 2

Navigate to Update Satellite Frequency and press “OK”.

‍

STEP 3    

Choose Reprogramming and press “OK”.

STEP 4    

Select Yes, continue and press "OK" to proceed with the update.      

Otherwise, select No, go back to cancel.

STEP 5  

Satellite Frequency Update progress screen will be displayed.

‍

STEP 6    

The test result will be displayed once completed.    

Press "OK" to go back to  channel.

For Astro Fibre subscription, should you choose to discontinue/terminate the Astro Fibre service before the expiry of the contract (24 months), you will be subjected to an early cancellation fee of RM100 x Remaining months of the contract period for your Broadband services.

All Astro Fibre devices provisioned (Fibre modem, WiFi router and Mesh) will need to be returned upon termination. Our team will schedule the collection of equipment after your Broadband services have been terminated.

If equipment is damaged, lost or cannot be retrieved, penalty fees will be applied (excluding Service Tax) accordingly.

RM500 for Fibre modem (Broadband Termination Unit)

RM200 for WiFi router (Residential Gateway)

RM200/unit for Mesh WiFi

All Astro customers and non-customers who have an Astro ID will no longer be able to log in to our digital platforms using their usernames. Users will experience this change if they currently do not use an email address or mobile number to login, for example: johndoe2023.

No, you will not be charged 8% Service Tax for reconnection performed before 1st March 2024. Only reconnections executed on or after 1st March 2024 are subject to the 8% Service Tax.
 

Yes, you can restrict programmes based on the age rating by going to "Settings” > “Parental Controls & Profiles” on your Astro Box and Astro GO app. Alternatively, you may also create a Kids Profile that provides security with a 4-digit PIN to exit and accessibility to kids-friendly channels and On Demand content only.

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

1. Tune to Astro channel 200 - select "Add-Ons"

2. Select the option for Monthly Subscription

3. Send the WhatsApp code as per displayed on the TV screen

You can track your ticket status by contacting us via WhatsApp or call us at 03-9543 3838.

Yes, penalty fee of RM200/Mesh WiFi will be imposed if customer fails to return the device(s). The courier company would make two attempts to retrieve the Mesh WiFi unit within a period of 30 days, failing which the penalty would be imposed.

Yes, existing Astro customers can subscribe to all Astro & Broadband offerings. 24 months contract will be renewed upon signing up for broadband.

Should there be any changes in plans we will keep our customers informed on any new development.

Yes, a penalty fee of RM200/Mesh WiFi unit will be imposed if the customer fails to return the device(s). The courier company will make two attempts to retrieve the Mesh WiFi unit(s) within a period of 30 days, failing which the penalty would be imposed.

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

Slow browsing using LAN cable

Looks like there is something wrong with your service connection.

Please run the Speed Test and attach the picture or screenshot of the  speed test in the Feedback Form below, in order for us to provide further  assistances.

Click here for Speed Test guideline.


Slow browsing using LAN cable

Looks like there is  something wrong with your service connection.

Please run the Speed Test and attach the picture or screenshot of the  speed test in the Feedback Form below, in order for us to provide further assistances.

Click here for Speed Test guideline.

Quick Info
A Speedtest is a service that provides free analysis of Internet access  parameters, such as connection data rate.

Slow browsing 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:

• Microwaves
• Bluetooth Devices
• 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 Ultra box/ 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 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.

Yes, existing non-Primary Pack customers who add on 50Mbps to their subscription will get to enjoy high speed broadband for only RM60/month and a free speed upgrade to 100Mbps for 24 months. Please note that a new 24-month contract will start upon successful installation.

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:

Customers with a Movies subscription via Movies, Premium 1, Premium 3 or Platinum Packs will be able to access Disney+ Hotstar on the Ultra Box and Ulti Box. Alternatively, customers can add on the 3-months Disney+ Hotstar pass for only RM54.90. Subscribe to Disney+ Hotstar via astro.com.my/Disney.

Customers with a Movies subscription via Movies, Premium 1, Premium 3 and Platinum packs will be able to access Disney+ Hotstar on the Ultra box.

Alternatively, customers can add on the 3-month Disney+ Hotstar pass for RM54.90. Subscribe to Disney+ Hotstar via astro.com.my/Disney.

For more support and options for your subscription, please WhatsApp us at 03 9543 3838 and type DH Help. Alternatively, you may visit astro.com.my/Disney for more information.

We would need you to  run few tests in order for us to understand your issue and to assist you in fixing the problem.

You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

1. Please run each of  the tests according to your your Laptop/PC Software.
2. Compile the pictures / screenshots of  your test results in one file (i.e Microsof Word document, PDF file) and attach them in the Support Ticket below in order for us to assist you further:
   • List of websites effected.
   • Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
   • Run the Traceroute Test - Please click here for Traceroute Test guideline.
   • Run the Ping Test -  Please click here for Ping Test guideline.
3. 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.

This exercise currently only affects person-to-person SMS with URL links. However, the blocking of SMS sent by businesses via short codes such as 6XXXX, 3XXXX, 2XXXX and 1XXXX will be implemented at a later phase. In response to this government initiative, Astro customers will no longer receive SMS bills effective 1 August 2023. This change will be carried out in phases.  

Please switch your preferred Bill Delivery Method using our self-service portals via My Astro Web or My Astro app. Please click here to download the app on your mobile device or login to My Astro Web.

Please be sure to take your decoder, satellite dish, smartcard, remote control and all other fixtures after dismantling is done by the technician.

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 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.


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:

• Microwaves
• Bluetooth Devices
• 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 Ultra box/ 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 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.

Yes, as part of our Astro Fibre Movies & Sports Campaign, new Astro Fibre customers can enjoy 50Mbps + the Movies/Movies+/Sports/Sports+ Pack TV bundle for a special price from only RM164.99/month when they sign up within the campaign period, with more than RM800 savings in total.

You may still be using an older version of the Astro GO. To resolve this issue, please go to your respective app store and update your Astro GO app.

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

STEP 1

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Try to change channels on your Astro  remote.

INDICATOR: LED blinking 3 times / NO LED blink

SOLUTION: Replace new battery

Proceed to Step 2.

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INDICATOR: LED blinking 1 time

Confirm it's not your Astro remote faulty, let's proceed to Step 3.

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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.

You may manage all your Astro subscriptions via My Astro app. Download here or on your App Store or Google Play Store.