Successful payment via JomPAY will be posted real time.

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.

To set up a Mesh WiFi network around your house, the Mesh unit will need to be paired with the WiFi router. Steps to pair these two devices are as follows:

i. Place the Mesh unit close to the WiFi router (within 2 meters) and power it on

ii. After the Mesh unit starts up, press and hold the WPS buttons of the Mesh unit and the WiFi router for 3 - 5 seconds in turn within 2 minutes

iii. After the WLAN and Internet indicators of the Mesh turns steady blue, the Mesh is connected to the Internet

iv. Move the Mesh to the desired place where you need to expand WiFi and power it on. After the Internet indicator turns steady blue, WiFi is expanded successfully.

If you see this message, it means your Astro account has reached the maximum number of devices allowed for registration.
Please perform the following checks and troubleshooting steps:

1. Manage Your Registered Devices

• Go to www.astrogo.com.my or open the Astro GO app.
• Log in using your Astro ID and password.
• Review the list of registered devices.
• Remove a device that you no longer use.
• Return to your new device and try signing in again.

If you are unable to remove a device or continue to see the error message, proceed to submit report via WhatsApp or Feedback Form and provide:

• Astro ID use
• Smart TV model
• OS version
• Error reported on device

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

Note: Please be aware that only one Smart TV device is allowed per account at any point in time.

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

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.

Astro customers can make payments via My Astro app, Auto-debit, WhatsApp,Astro Quick Pay and other authorised payment channels withoutsurcharge for the easiest and fastest way to pay their Astro bills.

Bill payments at selected petrolstations, convenience stores, retail/mobile shops, kiosks, and e-Wallets, may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (Razer), ATX, MobilityOne and e-Pay.

The surcharge is imposed by third-party payment collection partners for services rendered.

You can refer to all our payment options below. Those marked with ‘*’ will be subject to a surcharge by appointed collection agencies.

A. ASTRO SELF-SERVICE METHODS

My Astro App:

1. Download My Astro app
2. Login with your Astro ID
3. Go to Account > Bills
4. You will be able to see your outstanding bill amount, make payment, download bill statements, and view payment history all in one app.

My Astro Web:

1. Alternatively, you can use the web version
2. Note: We recommend downloading the My Astro app for a better experience

Astro Quick Pay:

1. Visit pay.astro.com.my.
2. Just enter your 10-digit Astro Account Number and proceed with the instructions that follow.
3. Note: You will not be able to view your payment history on WhatsApp. For a better experience to manage your bills (To view your payment history), you can download the My Astro app.

B. OTHER HASSLE-FREE METHODS
Auto-Debit: Click here for step-by-stepinstructions on how to activate auto-debit payment via My Astro app.

JomPAY: Look for the JomPAY logo on your latest bill, log into your preferred online banking platform, and submit your payment details.
• Biller Code: 9639 (unique to Astro only)
• Ref-1: <10-digit Astro account number> (E.g. 08XXXXXXXX)


C. BANKS

Maybank:

• ATM
• Online banking

Visit maybank2u.com.my for more information.


Public Bank:

• ATM
• Cash Deposit Machine & Cheque Deposit
• Online banking

Visit pbebank.com for more information.


Bank Simpanan Nasional:

• ATM
• Cash Deposit Machine
• Online banking
• SMS banking
• BSN Ejen Bank Berdaftar (EBB)
• Over-the-counter payments

Visit mybsn.com.my for more information.


Agrobank:

• ATM
• Online banking
• Over-the-counter payments

Visit agrobank.com.my for more information.

D. e-WALLETS

ATX*
Boost, GoPayz, KelantanPay, Zcity (GEM REWARD), SabahPay, Tapay, GoPay,MerchantTradeMoney, ToneGroup, Elinking, Mpay, Mcash, and other various smaller wallets.

e-Pay*
Touch n Go (TnG), Grab Pay, Shopee, BigPay, True Money

E. OTHER METHODS

Associated Retailers:

RMS (Razer/ MOL)*
7-Eleven, 99 Speedmart, Caring Pharmacy

ATX*
RedONE Shop, Mobile Money, Runcit Hero (telecommunication shops), Parcel Hub (courier shops), Kiosk, DHL

Mobility One*
Kedai D’mart, Happy Mart, Pasaraya Sakan, PusatKomuniti Desa (PKD), Aeon Big and various sundry shops

e-Pay*
Petrol stations (Petronas, Shell, BHP, Caltex, Petron), KK Mart, Mydin, MyNews, SenHeng, Hai-O, Giant, TF ValueMart, Billion, Big Pharmacy

💳 Want to manage your Astro bills easily?

📱 Download the My Astro app to:
- View and download bill statements
- Check payment history
- Pay in just a few taps

Yes, you may submit for the termination of account, but it is subjected to an Early Termination Fee (ETF) based on the remaining contract.

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.

Yes, this is a one-time approval, and you do not need to submit your application every month.

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

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.

Customer can return the Ultra Box / Ulti Box by dropping to the nearest Astro Authorize Courier Partner and the adjustment will be made into the next bill once the box received.

There are two ways for you to switch your preferred bill delivery method:

A. Customers can manage their account via the My Astro Portal by following these easy steps:

1. Visit www.astro.com.my
2. Select “My Account”, then select “Manage Account”
3. Log in to My Astro Web using your Astro ID
4. Select “Account”
5. Under “Billing”, click on “Bill Delivery Method”
6. Choose your preferred bill delivery method, then click “Proceed”

B. Customers can also manage their account via Astro’s mobile application, the My Astro app by following these easy steps:

1. Open the “My Astro” app on your smartphone. If you do not have it installed, you may download it here (Google Play Store) or here (IOS App Store)
2. Log in with your Astro ID
3. Select “Account” in the navigation bar
4. Select “Bill Delivery Method”
5. Choose your preferred bill delivery method, then click "Proceed

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.

A stable internet connection is required to ensure your transactions are smooth using SecureGo.

While we understand that some customers prefer to buy individual channels, the new packs are designed to offer content at a more affordable price by bundling channels together. As a result, individual channel purchases (ala carte) are not available with the new packs. This approach helps us provide a wider range of content at better value for all customers.

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

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

Yes, to enable subtitles or dubbing in your desired language, click on the subtitles/dubbing selection option at the bottom right corner of the video player, then click on the language you desire.

Yes, you can change your subtitle and dubbing for your contents, however, the dubbing may differ from content to content.

By changing from a 12-months commitment period to 24-months, there will not be any cancellation fee applicable. You will start a new contract with 24-months commitment and receive the corresponding discount for that duration.

There are no extra charges as it is a value-added service introduced provided for your convenience.

Yes, please visit Astro's Self Service Portal via

myastro.astro.com.my

to update your email address or mobile number.

We want to ensure that only the authorised account owner can have access to their Astro account. This activity ensures that only you can log in and access all the details tied to your Astro account.

Customers who subscribe to the HBO Max app as an ala carte add‑on via Astro after 1 March 2026 will have direct access to content such as HBO Originals, blockbuster movies, and exclusive series, all available via the app.

If you cancel your Astro X3 subscription mid-month while still under contract, the termination will take effect at the end of your current billing cycle. Your service will remain active until then, and no partial or prorated refund will be provided. And early termination fee charges may still apply.

However, refunds may be applicable if there is an excess credit balance in your account, such as an overpayment or duplicate payment. Any eligible refund will be processed in accordance with Astro's refund policy.

Yes, a charge of up to RM20.00 may be imposed upon reconnection.

Yes, we will schedule for the equipment collection after you have terminate the services.
If equipment is damaged or lost, penalty fee will be charged as below:

• Astro Box – RM100
• Router – RM200 (For Astro Fibre only)
• Mesh – RM200 each (For Astro Fibre only)

Further details on pricing, billing and availability will be confirmed in coming months. Look out for more details and register your interest via https://astro.com.my/Netflix

Only Visa, MasterCard, and American Express Credit Cards and Debit Cards issued by banks in Malaysia are accepted by Astro-owned payment channels. Official Astro payment partners may have different policies - please check with your preferred payment partner for the latest information.

The Netflix subscription through Astro is subject to a minimum commitment period of 24 months (“Netflix Minimum Subscription Period”). If you choose to discontinue or terminate the subscription before the commitment period ends, a cancellation fee (“Netflix Early Termination Fee”) will apply. Additionally, downgrading your plan will involve a Switching Fee.

We’re sorry to hear that you’ve decided to leave us, and we truly appreciate your time with Astro.

If you wish to proceed with terminating your account, we understand your decision. However, please ensure there is no outstanding balance and that your contract period has ended. You may then contact our Customer Service at 03-9543 3838, from 9:00 AM – 6:00 PM, Monday to Saturday (exl Public Holidays). Our team will assist you with your request.

Kindly follow these simple steps:

1. Press 1 for Account
2. Enter your 10-digit account number
3. Press 5 for Termination

Alternatively, you may submit your request via our Feedback Form.

All streaming apps will be made available on the Ultra Box first, followed by the Ulti Box. If you would like to upgrade to the Ultra Box, please visit product.astro.com.my/tv or reach us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance.

Customers are given 90-days from their service termination date to return the Astro Box and SIM Card. If the box is not returned within this period, a “Box Fee” will be charged and appear as an itemized entry on their final bill when 90 days ended.

No additional fees will be charged upon your relocation. However, you are required to notify Astro of your move. Please refer to Astro's General T&Cs for more information.

After termination of Astro subscription, customer will be given two options of returning the Astro Box and SIM Card. The options available are:

a. At-Home Collection:

- Peninsular Malaysia customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a Flyers Pack provided by the appointed courier agent during collection.

- East Malaysia customers may hand over the Ultra Box or Ulti Box and SIM Card directly to pur appointed technician during collection.

OR

b. Self Drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box.

- Peninsular Malaysia customers may drop the parcel off at any City-Link branch.

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

- East Malaysia customers may drop the parcell at any City-Link Branches listed below:

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

The iQIYI App is an on-demand video streaming service provided by iQIYI that was first launched in June 2019 in more than 191 countries providing the best Asian dramas to viewers across the world. iQIYI allows subscribers to watch all their favourite Asian entertainment including dramas, variety shows, movies and anime, with subtitles in multiple languages and equipped with Dolby Atmos for the most immersive experience at their fingertips.

The TVBAnywhere+ app offers over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals that can be enjoyed anytime, anywhere. It also features exclusive dramas, known as TVBAnywhere+ Originals, such as

Ghost Cleansing Ltd

and

OPM

, which are available exclusively on the app. In addition, the app includes selected movie titles for on-demand viewing, providing more flexibility compared to the TVB channels on Astro.

Yes. All TVBAnywhere+ add-on plans; VOD Zone, Channel Zone, and Premium allow streaming on up to 2 devices concurrently. This means you can enjoy your favorite content on two devices at the same time.