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100Mbps @ RM89/month

Unlimited quota, unifi TV and high performance Wireless Router with unifi fibre broadband.

 

Unifi Business Broadband   

Reliable broadband plans that enable next-level business growth.

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Unifi Biz
100M
RM99.00 /month

Supports up to 2-3 users on 5 devices.

Unifi Biz
300M (MESH6)
RM139.00 /month

Supports up to 6 users on 10 devices.

Unifi Biz
500M (MESH6)
RM179.00 /month

Supports up to 10 heavy users on multiple devices.

Unifi Biz
1Gbps (MESH6)
RM319.00 /month

Supports up to 10 power users on multiple devices.

Unifi Biz
2Gbps (MESH6)
RM369.00 /month

Ultimate support for up to 10 power users on multiple devices.

 
 

100Mbps Unifi Home Broadband   

Good for Working From Home and streaming.

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Unifi Home
100Mbps
RM89.00 /month

100Mbps/50Mbps

Free Standard Router (RG5)

Unifi Home
100Mbps + Netflix Basic
RM118.90 /month

100Mbps/50Mbps

Free Standard Router (RG5)

 Netflix Basic

 
 

300Mbps Unifi Home Broadband   

Suitable for full HD streaming & browsing.

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Unifi Home
300Mbps
RM129.00 /month

300Mbps/50Mbps

Free WiFi-6 Combo Box

Unifi Home
300Mbps + Netflix Basic
RM142.00 /month

300Mbps/50Mbps

Free WiFi-6 Combo Box

 Netflix Basic

 
 

500Mbps Unifi Home Broadband   

Ideal for small families for 4K streaming & gaming.

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Unifi Home
500Mbps
RM149.00 /month

500Mbps/100Mbps

Free WiFi-6 Combo Box

Unifi Home
500Mbps + Netflix Standard
RM203.90 /month

500Mbps/100Mbps

Free WiFi-6 Combo Box

 Netflix Standard

 
 

1Gbps Unifi Home Broadband   

Perfect for medium-sized families for work and play.

❯ ❮
Unifi Home
1Gbps
RM249.00 /month

1Gbps/500Mbps

Free WiFi-6 Combo Box

Unifi Home
1Gbps + Netflix Standard
RM293.90 /month

1Gbps/500Mbps

Free WiFi-6 Combo Box

 Netflix Standard

 
 

2Gbps Unifi Home Broadband   

Ultimate high-speed internet for everyone and everything.

❯ ❮
Unifi Home
2Gbps
RM319.00 /month

2Gbps/1Gbps

Free WiFi-6 Combo Box

Unifi Home
2Gbps + Netflix Standard
RM363.90 /month

2Gbps/1Gbps

Free WiFi-6 Combo Box

 Netflix Standard

 
 
 

Nationwide Installation

 

Applying for

UniFi  Maxis  Astro  Njoi 

 

Please enter your full name (As per IC)

Name (As per IC)

Please enter your IC/Passport Number

IC/Passport

Please enter your handphone number

Handphone

Please enter your full address

Installation Address

Please enter your postcode
Postcode
Please enter your city
City
Please enter your state
State

 

Frequently Asked Questions

Find your answers here.

 

WHY SHOULD I APPLY 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.


HOW MUCH DOES IT COST TO APPLY FROM HERE?

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.


WHAT IS THE PROCEDURE TO APPLY?

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.


HOW FAST IS THE APPLICATION PROCESS?

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.


WHY SHOULD I CHOOSE ASTRO + BROADBAND?

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.


WHAT TV PACKS ARE AVAILABLE?

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.


CAN I SUBSCRIBE TO TV ONLY WITHOUT BROADBAND?

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.


WHAT BROADBAND SPEED DO I NEED FOR MY HOME?

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.


IS THERE A CONTRACT PERIOD?

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.


CAN I UPGRADE MY TV PACK OR BROADBAND PLAN LATER?

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.


HOW WILL I RECEIVE MY BILL?

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.


WHAT PAYMENT METHODS ARE AVAILABLE?

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.


WHAT HAPPENS IF THERE IS A SERVICE INTERRUPTION?

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.


CAN I RELOCATE MY ASTRO SERVICE TO A NEW ADDRESS?

Yes, relocation is subject to service availability at your new address. Relocation charges and contract adjustments may apply depending on your plan.


DO I NEED A CREDIT CARD TO APPLY?

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.


CAN I ADD STREAMING SERVICES TO MY TV PACK?

Selected Astro TV packs allow optional add-ons such as streaming services depending on current promotions and availability. Additional monthly charges may apply.


IS WIFI ROUTER PROVIDED WITH FIBRE INSTALLATION?

Yes, a WiFi router is typically provided during fibre installation. The router model may vary depending on the selected broadband speed plan.


CAN I CHECK BROADBAND COVERAGE BEFORE APPLYING?

Yes, we will check the service coverage at your address before proceeding with your application to ensure broadband is available at your location.


WHAT DOCUMENTS DO I NEED FOR BROADBAND REGISTRATION?

For Malaysians, please provide a copy of your MyKad. For foreigners, provide a copy of your passport when submitting your broadband application.


HOW LONG UNTIL INSTALLATION AFTER APPLICATION?

After your application is approved, the service provider typically contacts you within 2 to 7 working days to arrange the broadband installation appointment.


WHAT IS THE CONTRACT PERIOD FOR BROADBAND?

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.


CAN I MOVE MY BROADBAND TO A 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.


CAN I REQUEST INSTALLATION CHANGES OR DEVICE RELOCATION IN MY HOME?

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.


IF I HAVE AN EXISTING BROADBAND CONTRACT, CAN I SWITCH TO ASTRO BROADBAND?

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.


IS THERE AN INSTALLATION FEE FOR NON-STANDARD INSTALLATION?

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.


I AM CURRENTLY SUBSCRIBED TO ASTRO & BROADBAND IPTV, AM I ELIGIBLE TO UPGRADE/SWITCH TO ASTRO FIBRE?

Yes, an existing IPTV customer is eligible to switch to Astro Fibre. However, your IPTV services will be switched to a Plug & Play service, and your existing Astro PVR / B.yond Box will be upgraded to the Ultra/Ulti box. There is no additional charge for the Astro Ultra/Ulti upgrade. Please note that you will be re-contracted for 24 months upon installation.

 


CAN SOMEONE APART FROM THE ACCOUNT HOLDER REDEEM AN ASTRO REWARDS REDEMPTION?

Redemption should be done by the account holder. However, if the account holder is unavailable, immediate family members can make the redemption provided that the account holder has given them the permission to redeem using his account credentials.


MODEM NO POWER - TIME

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.


I AM SUBSCRIBING TO ASTRO FIBRE BUNDLE / ASTRO FIBRE; CAN I GET MESH WIFI?

Yes, Mesh WiFi add-on is available for both Astro Fibre Bundle and Astro Fibre subscription.


WHAT IS MESH WIFI NETWORK?

Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.


WHAT ARE THE BENEFITS OF USING MESH WIFI NETWORK?

Wider WiFi coverage:

-All areas across the house will enjoy optimal coverage with multiple Mesh WiFi units located in areas with sub-optimal coverage to form a larger WiFi network.

Stable connection;

-Consistent coverage of optimal WiFi signal will ensure a stable connection as the Mesh unit will automatically connect your devices to the strongest WiFi signal around your house.


ASTRO FIBRE - HUAWEI K562E

Huawei K562e

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.

 


NON ASTRO SIM CARD HAS BEEN INSERTED. PLEASE INSERT THE CORRECT ASTRO SIM CARD WITH THE CHIP FACING DOWN. (CA 25)

STEP 1

Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2

Locate the SIM card at the left side and gently pull it out.

STEP 3

Wipe the SIM card's gold chip clean using a dry soft cloth.

STEP 4

Make sure the gold chip is facing down and reinsert it all the way in.

STEP 5

Switch on the power for your box and make sure that the adapter's power light is on.

Please wait for 5 minutes.

STEP 6

Turn on your Ultra Box. You should no longer be experiencing this problem.

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.


WHERE CAN I GET MORE INFORMATION ABOUT THE ONE-TIME BILL ADJUSTMENT?

Please refer to these FAQs for more information.


WHAT IS THE DEFAULT IP ADDRESS THAT I WILL RECEIVE FOR MY ASTRO FIBRE SUBSCRIPTION?

By default, all Astro Fibre customers will receive a Private IPv4 or IPv6 address. However, customers who would like to subscribe to a fixed IP service can do so by contacting our Customer Service Centre at 03-9543 3838 for Astro Fibre’s Fixed IP service for only RM5/month.


    WHAT ARE THE TYPES OF AFTER-SALES SERVICES THAT IS AVAILABLE AND WHAT IS THE DIFFERENCE BETWEEN EXPRESS, SAME DAY & REGULAR SERVICE?

    Astro offers 3 different after-sales service that is made available to the customers:

     

    (1)  Express (RM75)

    (2)  Same Day (RM70) 

    (3)  Regular (RM65) 

    ‍

    ***Price is inclusive of 6% Service Tax.


    CONNECT TO NEW WI-FI CONNECTION - ULTRA BOX / ULTI BOX

    Connect your Ultra Box/Ulti Box today and get the full value for your subscription. We believe we can provide you the best entertainment experience in Malaysia, and it all starts with connecting your box to the internet.

    Want to enjoy these features for free?

    • Continue watching Astro even when it’s raining.
    • Binge-watch and catch-up to 110,000 videos on-demand from Malaysia, Hollywood, Korea, China, Bollywood and more anytime.
    • Create multiple profiles in your house to enjoy a personalized Astro experience, with shows recommended to you based on your interest. There is a Kids-friendly version for your little ones as well.
    • Rewind, pause and fast-forward shows and matches so that you will never miss another moment.

    ‍

    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

    Scroll to Network Settings and press "OK". Select New Wi-Fi Connection and press "OK".

    ‍

    STEP 4

    Select your Wi-Fi network and press "OK". Please enter the password to connect to your network.

    STEP 5

    You have successfully connected when this screen appears.


    HOW LONG WILL THE MULTIROOM SMART TV MONTHLY REBATE OF RM 15 BE APPLICABLE FOR?

    The RM15 monthly rebate (before Govt. Tax) will be applicable to all on-going Multiroom Smart TV subscriptions until further notice. However, in the event of rebate expiry, Astro will notify impacted customers in advance via email or SMS. To update your contact details, please reach out via a feedback form here.


    UNABLE TO BROWSE OR ACCESS CERTAIN WEBSITE - MAXIS

    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.


    WHAT ARE THE NEW PACKS?

    Visit our page to find out about our new packs.



    WHAT IS THE CONTRACT PERIOD OF THE PVR BOX?

    • 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.


    CAN I BE DOWNGRADED TO A LOWER TIER?

    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.


    I PURCHASED A PPV DAILY PASS BEFORE 8 OCTOBER, WHAT WILL HAPPEN TO MY ENTITLEMENT?

    Your purchased PPV daily pass will still be accessible to you for the purchased duration ie. 3, 5, 7 or 30 days respectively. However, you will no longer be able to purchase PPV daily passes from 8 Oct onward.


    HOW TO DOWNLOAD SHOWS ON ASTRO GO?

    The Download function offers an alternative to streaming so that you can watch TV shows and movies offline anywhere.

    You can start downloading a movie/TV show by clicking on the "Download” button. Kindly note that you can only download one title at the time. Other titles will be in queue and will start downloading automatically as soon as the first download is complete.

    Once you have downloaded a title, the progress icon will show “Complete” and you may find your downloaded content by checking “My Library” > “Downloads”.

    *To save on data usage, we recommend downloading via Wi-Fi.

    Downloaded content retention periods vary according to the type of content.

    1. Each movie – minimum 2 Days
    2. Each TV series episode - minimum 7 Days

    The number of days left for you to view your content in offline mode is shown for each piece of downloaded content for your reference. Expired content will be automatically deleted from the app, freeing up your device storage.


    5. HOW DO I CHECK MY REGISTERED EMAIL ADDRESS OR MOBILE NUMBER BEFORE THIS CHANGE HAPPENS?

    All Astro customers who are actively using their username to log in will be notified via email or SMS two (2) weeks before this change takes place. Please refer to the guide below on how to check for your registered contact details:

    Step 1: Visit https://id.astro.com.my/ and log in using your username.Step 2: Under your Profile, refer to the “Email” or “Mobile Number” fields to view your contact details.


    DO I HAVE TO BE AN EXISTING ASTRO CUSTOMER TO HAVE AN ASTRO ID?

    No. If you are a non-Astro subscriber, you will still be able to create an Astro ID, but access and use of Astro's digital services will be limited. If you are an Astro subscriber, please link your Astro ID to your Astro account number to enjoy exclusive access to all of Astro's digital services.


    WHAT IS THE NEW USER INTERFACE ON MY VOD LIBRARY?

    The main features and changes in this update are the revamped look and feel of Astro's user interface on the Astro Ultra/Ulti Boxes and Astro GO, which include redesigns to the Astro interface that consists of title rows at the Home Page to feature popular franchises, new live programmes posters and changes to the menu bar for easier navigation; auto-start Interactive Mode on Astro GO; as well as a Picture-in-Picture mode that shrinks your video player so you can keep watching your favourite shows while using other apps.

    The details of each feature are:

    • New Astro user interface
    • Picture-in-picture mode
    • Auto-start Interactive Mode on Astro GO

    For more info, please read our dedicated FAQ on this here.


    MY ASTRO ACCOUNT WAS SUSPENDED AND RESUMED AGAIN; CAN I STILL GET THE FREE SPEED UPGRADE?

    Yes, customers whose accounts are suspended but resumed within 24 months from their offer period start date will still be able to enjoy the internet speed upgrade upon service resumption. However, the speed upgrade offer period will not be extended despite the suspension period.
     
    Unfortunately, customers whose accounts are suspended but resumed after 24 months from their offer period start date will not be able to receive the free speed upgrade.
     


    WHAT IS BAND STEERING?

    Band Steering is a functionality that our WiFi router (Huawei K562E) has that intelligently connects devices to its WiFi to the best frequency bands available based on usage, speed and coverage by using only one same SSID for both 2.4GHz and 5GHz band.


    CAN ANOTHER PERSON REGISTER THEIR CREDIT CARD TO MY ACCOUNT'S AUTO-DEBIT FACILITY?

    Yes, another person may register their credit card to your account's auto-debit facility. If you are performing this action via our call centre, the respective card holder is required to be present.


    WHERE CAN I ACCESS DISNEY+ HOTSTAR?

    Starting 23 August 2022, Astro customers will progressively be able to access Disney+ Hotstar via the Ulti Box, in addition to the Ultra Box, mobile app and website. 


    WHY DO I NEED TO MAKE A ONE-MONTH ADVANCE PAYMENT WHEN I SIGN UP FOR AN ASTRO TV PACK?

    Starting 21 June 2022, all new digital sign-ups for TV packs on astro.com.my will now include access to the Astro GO app within an hour upon checkout of your first month subscription fees (excluding tax). Install the app on your smartphones, tablets or computers and you can start streaming even before your Astro box arrives!


    WHERE CAN I VIEW ALL MY BILL STATEMENTS?

    Tap on the "Account' tab on the navigation bar and scroll to "Billing' section. Tap on "Bill Statement' to view any bill statement up to six (6) months.


    SLOW INTERNET CONNECTION - MAXIS

    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.


    NO AUDIO - HD ENABLED BOX

    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.


    CAN I CANCEL MY ASTRO FIBRE SUBSCRIPTION BEFORE SERVICE ACTIVATION?

    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.


    WHAT IS THE PROMOTION PERIOD OF ASTRO FIBRE’S SPEED UPGRADE CAMPAIGN?

    The promotion period of Astro Fibre’s Speed Upgrade Campaign is from 24 November 2023 until 31 May 2024.
     


    HOW DO I CANCEL NETFLIX?

    If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your entitlement.

    If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can only be done via Netflix's Website, etc). This change will reflect in your next bill. From mid-December 2021 you may also cancel Netflix add-on through Astro Call Center.


    WHY IS THIS ACTIVITY BEING CARRIED OUT?

    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.


    WILL I NEED TO TAKE A NEW CONTRACT AFTER MOVING?

    Astro TV customers

    No, you will not be required to take on a new contract after moving. If you still have an existing contract, the contract will continue.

    ‍

    Broadband / IPTV customers

    Yes, your contract will be renewed to a new 24-month contract.


    I REQUESTED A TECHNICAL VISIT/INSTALLATION IN FEBRUARY 2024 HOWEVER, THE APPOINTMENT IS IN MARCH 2024. WILL I BE CHARGED 8% SERVICE TAX?

    For technical visit, the current fees will remain unchanged i.e.: 8% Service Tax absorbed by Astro. As for installation fees, current fees will remain unchanged i.e.: 6% Service Tax has already been included in installation fees, as 2% will be absorbed by Astro.
     


    HOW DO I SEARCH FOR A SPECIFIC CONTENT?

    Go to the "Content' tab and click the search icon on the screen. Type in a show title. The titles are categorized according to the following:

    • On Demand
    • Channels
    • On TV


    I'VE ALREADY MADE THE ADVANCE PAYMENT UPON SIGN-UP, WHAT DO I HAVE TO PAY IN THE FIRST MONTH?

    In your first Astro bill, the first month's bill will be deducted accordingly excluding tax. You will still need to pay the full tax amount for your first month as per your first month's bill.

    Note: Advance payment is only applicable to Astro TV pack purchases. If you subscribe to an Astro Fibre + TV bundle, only one month of your TV subscription fee (excluding tax) is required to be paid upon sign-up. The full tax amount and the first-month subscription fee for Astro Fibre will be paid on your first month's bill.


    WHAT ARE THE TV MODELS THAT SUPPORT 4K UHD?

    Customers on the Multiroom (Smart TV) app can stream these two channels (CH549 Love Nature & CH805 Astro SuperSport) if their TV model supports 4K UHD resolution.

    Kindly note that these Sony TV models do not support 4K UHD resolution:
    • Sony BRAVIA 4K GB
    • Sony BRAVIA 4K UR
    • Sony BRAVIA VH

    *CH805 Astro SuperSport is only available to customers on the Sports, Sports Plus, Premium 1, Premium 2, Premium 4, Platinum Lite and Platinum Packs.


    HOW LONG DOES IT TAKE TO RESUME THE SERVICE AFTER I MAKE PAYMENT?

    Service will resume within 3 hours after payment is made.

     


    11. I HAVE A USERNAME BUT DO NOT HAVE AN ASTRO SUBSCRIPTION; WHAT DO I DO NOW?

    You may visit any of Astro's digital platform that you would like to log into. Then, create a new Astro ID using your existing email address or mobile number. After creating your new Astro ID, please use it to log into our digital platforms moving forward.


    CAN I MAKE PAYMENT WITHOUT MY ASTRO BILL STATEMENT?

    Some of our payment partners require payees to scan the barcode on the statement to make payment. Always bring your Astro bill statement when making payment over the counter.


    WILL ASTRO SEND PAYMENT REMINDERS?

    Astro sends regular payment reminders to customers via SMS until their current charges have been paid. However, we encourage customers to pay their bill as soon as possible to avoid disconnection of Astro service. Please reach out to us here if you require more information about payment reminders or to change your contact details.


    HOW DO I BROWSE FOR SHOWTIMES BY CHANNELS?

    Tap on the "Content' tab on the navigation bar. Select "Channels' and the channel of interest and you may view the scheduled programmes of the day. To switch between days, choose a channel and tap on a particular day (E.g. Mon, Tues, Wed). You may also view the showtimes of the day and up to the next six days.


    IS THERE A 12-MONTH OR 0-MONTH CONTRACT IF I SIGN UP ASTRO & BROADBAND?

    No, Astro & Broadband only offers a 24-month contract period upon sign up.


    IF I TERMINATE ASTRO FIBRE WITHIN/AFTER 24 MONTHS, WILL I NEED TO PAY ADDITIONAL PENALTY FEES FOR THE MESH WIFI DEVICES ON TOP OF THE EXISTING CANCELLATION FEE?

    No, there are no penalty fees for the Mesh WiFi devices should you wish to terminate Astro Fibre within/after 24 months. 


    UNABLE TO BROWSE OR ACCESS CERTAIN WEBSITE - ASTRO FIBRE

    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.


     

    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.


    ALL SERVICES NOT AVAILABLE (BROADBAND & ASTRO) - TIME

    Huawei HG8240
    Huawei HG8240H
    Huawei HG850A

    Option 1

    1. Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.
    2. Ensure both cables on Modem (LAN Port 1) and Router (Internet Port) are properly connected.


    Modem connection

    Router connection

    Cisco router
    ZTE router


    3. Please make sure the LAN cable is connected properly from router (Port 1-4 - LAN  port) to PC/Laptop.


    4. If you have change the password in Selfcare Time portal recently, please change the router configuration follows the new password made in  Selfcare, but if you didn't make any changes, please go to Step 5.


    5. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.
     

    Option 2 / Option 3

    1. Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.


    2. Gently remove fiber optic cable and  blow / wipe the tip of the fibre cable. This is to clean up the cable in  order to avoid any interferences.


    3. Re-insert the fiber cable to the  optical port behind the modem.


    4. Ensure both cables on Modem (LAN Port 1) and Router (Internet Port) are properly connected.

     

    Modem Connection

    Router Connection

    Cisco router
    ZTE router

    5.  Make Sure both cables on Modem (LAN Port 4 /LAN Port 3 for second decoder) and Astro Decoder (Network Port) are properly inserted.

    DMT4 (IP mode)
    DMT5 (IP  mode)

    6. Switch on modem and router and please wait for 2 minutes to stabilise the devices after  reboot.

    5. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.


    Option 4

    1. Ensure Modem/Router are connected tightly to the power socket.

    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.


    Option 5

    1. Please ensure LAN cable is directly connected to modem port LAN 1.

    2. Please use different LAN port if LAN 1 port is still off / not working.


    3. If the issue persists, submit your feedback form for further assistance.


    TIME - ZTE ROUTER


    You may proceed with below troubleshooting and it shouldn't take you any longer than 15 minutes.

    1. Please standby computer/ laptop to access to the internet and connection must be via LAN (cable) [Connect the LAN (cable) to the yellow port at ZTE Router and direct to 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 http://192.168.0.1 and below page will appear.
     


    4. Type the Username and Password as below. Then click Login. (These are the defaults, if you have done previous configuration on your router the password may be different)

    Username: admin
    Password: admin (or time123)
     


    5. The router's web-based setup page should now appear. Please follow below steps for the  configuration.


    i. On the setup page, click the Network tab then click on the WLAN then choose Basic sub-tab.


    ii. Please ensure Wireless RF Mode is Enabled.


    iii. Click the drop-down arrow for Channel, then select your desired channel.


    Choose between 1 until 11 (Suggested 1,6,11).


    iv. Click Submit. Router will auto reboot and connection re-establish after few minutes.


    WHAT TELCO SERVICE PROVIDERS ARE COMPATIBLE WITH THE SMS ACCOUNT BALANCE SERVICE?

    Currently, Maxis, Digi, Celcom, TuneTalk, U-Mobile, Yes, XOX and Webe.


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