Call our contact centre 03-9543 3838 or visit us at astro.com.my.

There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.

No, you do not have to prepare any documents before handing your equipment over to the courier agent/installer! All you must do is get your equipment ready before the courier agent/installer arrives to ensure a smooth handover process.

The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.

FAQs: Netflix on Astro

1. What is Netflix?

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you’ll love.

Astro customers with an internet-connected Ultra Box or Ulti Box canaccess the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website https://about.netflix.com/en

2. Which new pack comes with Netflix?

Any packages with Entertainment Plus, Movies Plus & Sports Plus will include Netflix. The default Netflix offering is Netflix Standard (2 screens and HD viewing) as part of your Entertainment Plus, Movies Plus and Sports Plus subscription. You can upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM 10 (inclusive of govt. tax).

Note: For the above subscriptions, you may use the email address used for your existing subscription with Netflix to activate and the future billing for Netflix will be transferred to your Astro bundle charges. For users that are billed for Netflix through Apple before joining the Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro bundle else you may be double charged for your Netflix account.

If you do not have a bundle which includes Netflix, you may also add anew Netflix subscription to your Astro Bill for billing convenience.

3. How do I know if my new pack includes Netflix?

If Netflix is included as part of your Astro pack, you will find it in My Astro app called “Apps” where you will be able to manage all the streaming apps you are entitled to.

Netflix will also be included in your Astro bill under “MonthlyCharges”

If you have added Netflix to your bill (Netflix Add-on), the Netflix subscription charge will appear in your Astro bill under “One-time charges” as Netflix App Subscription or Netflix Premium and will be charged monthly. You should refer to Netflix account Management for any changes to your Netflix subscription or should you wish to change to other billing methods.

4. I signed up for the EntertainmentPlus / Movies Plus / Sports Plus pack that includes Netflix. How do I activate my Netflix account?

You should have received an email or SMS with your activation details, please click on the link provided to be redirected to the Netflix website to activate your account.

Alternatively, you can also activate Netflix on your Ultra/Ulti Box. Please surf to CH 741 on your Ultra/Ulti Box (or click the Netflix button on your Astro remote) and follow the instructions on the screen.

5. Will I be able to access Netflix on my Ultra/Ulti Box?

You will be able to access Netflix on your Ultra and Ulti Box. However, kindly note that if you have an Ulti Box with a Netflix Premium subscription, you will not be able to watch content in 4K UHD and Netflix Spatial Audio.

6. How do I change my Netflix plan or account information?

You can make changes to your Netflix plans that are included in your Bundle through My Astro app.

You can change your non Astro-bundled a-la carte Netflix plan at any time by signing into Netflix.com and visiting the Account page, then selecting Change Plan to view and select available plans.

7. How many devices can I access Netflix at once?

Customers with a Netflix Premium account are allowed to watch on up to 4 supported devices in 4K UHD and Netflix Spatial Audio. In addition, Netflix Premium subscribers are also allowed to download shows to watch offline on 6 devices at a time.

Netflix Standard account customers are allowed to watch shows in Full HD and download them to watch offline on up to 2 supported devices at a time.

On the other hand,Netflix Basic account customers are allowed to watch shows in HD and download shows for offline viewing on only 1 supported device at a time.

8. You can add a new Netflix account to your bill through CH 741 or clicking the Netflix button on the remote control. Please enter the email address you would like to use for Netflix subscription and ensure the Billing partner is Astro.

If you would like to transfer your existing Netflix Account to be charged under Astro bill, please follow the steps below:

- Cancel your existing subscription with Netflix

- Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for Netflix via Astro bill

- To subscribe, go to CH 741 and enter the email address used for your previous subscription with Netflix

- Once successfully completed, all existing settings and watching history on your Netflix account will be brought over

9. I have added a Netflix account to my Astro bill. Do I need to perform any activation?

By adding a Netflix account to your Astro bill, your Netflix account is already activated. No additional steps for activation are required.

10. When I create a new Netflix account to link to my Astro Bill, will I lose all my current watching history in Netflix?

You may retain your watch history and settings of your existing Netflix account by using the same email of your Netflix account during the linking of your Netflix account with Astro.

11. I forgot my Netflix username or password. How do I find my username or reset my password?

If you have forgotten your username or password, you may follow the steps below:

Step 1. Go to netflix.com

Step 2:Click on Sign In

Step 3:Click on “Need Help” to reset password

12. I forgot which Netflix account is associated with my Astro Account. How do I find that out?

You can recover your Netflix login here or at astro.com.my/Netflix

Step 1:Head to astro.com.my/Netflix

Step 2: At the FAQ section look for “How to recover my Netflix login email and password”

Step 3: Login with Astro ID

Step 4:Proceed to Netflix.com for account recovery

13. What will happen to my Netflix account if I cancel my Astro service or change my Astro package?

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.

14. What happens to my Netflix account if I move to a new address?

There will be no changes to your Netflix account when you move to a new address.

15. 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.

16. I would like to change the Netflix account linked to my Astro pack. What should I do?

Please visit http://help.netflix.com to call or start a live chat with Netflix’s customer support agents. You will be assisted to unlink your Netflix account from your Astro subscription. After the process, you may link another Netflix account to your Astro subscription.

17. Will Netflix be automatically added to my Astro subscription?

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.

18. Will Astro censor Netflix content?

Absolutely not. Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies all in one place.

19. I have signed up for two (2) or more main Astro subscriptions bundled with Netflix. Will I be entitled for multiple Netflix subscriptions?

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

20. Why should I subscribe to a Netflix on Astro vs direct subscription via the Netflix app?

- With numerous OTT entrants, consumers are suffering from subscription fatigue. In fact, they are looking for a one stop shop platform where OTT services are integrated in one place.

- Astro offers flexibility and convenience with new packs where customers can get the convenience of accessing a variety of content via Ultra Box as the single remote-control solution.

- In addition, there will be cost savings for Astro customers to purchase both Netflix and Astro together. Even better deals are available if customers also subscribe to broadband for a better-connected experience.

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

Unfortunately, you can't watch on My Astro. However, Astro customers can watch their favourite shows anytime, anywhere using the Astro GO app which is included in their subscription.

You can still download the My Astro app to browse our latest content, rent movies, receive reminder for new shows, and claim exclusive rewards that is related to our content.

📺 Not sure what to watch?

📱 Download the My Astro app to:
- Discover trending shows & movies
- Search by category or title
- Get notified on new shows

All Astro equipment is property of Astro and as per our current Terms and & Conditions, customers are required to return them upon termination of Astro services.

beIN SPORTS CONNECT is the ultimate live streaming sports service that provides you with access to global sporting events both LIVE and on-demand such as major European football leagues and over 3,000 hours of live tennis via Astro's Ultra Box, Ulti Box, mobile app or web.

Yes, provided that your Plug & Play Box has not been activated and no later than 7 days upon receiving both the Plug & Play Box and Astro SIM card. In the event that you have activated your Plug & Play Box and wish to cancel, a contract penalty fee will apply.

We will reach out to you for a suitable time to pick up the Plug & Play Box and Astro SIM card.

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

Starting 1 March 2026, customers can look forward to three new movies & entertainment channels — Astro Showtime (CH 411), Rock Action (CH 414) and Rock X Stream (CH 415) — each offering a distinct selection of popular films. Additionally, beginning 1 April 2026, another new channel, Astro FAM Time (CH 412), will be available to customers.

1. Astro Showtime (CH 411) - spotlights top titles from Hollywood and beyond
2. Rock Action (CH 414) - delivers non‑stop, action‑packed movies
3. Rock X Stream (CH 415) - brings together the world’s most talked‑about, critically acclaimed, and big‑budget series
4. Astro FAM Time (CH 412) - features family‑friendly favourites and feel‑good entertainment (available from 1st April 2026)

At the same time, Warner Bros. Discovery (WBD) and Astro's partnership model going forward will change how HBO content is accessed on Astro. From 1 March 2026, the HBO Max app will continue to be available to Astro customers as a standalone ala carte subscription, and the following HBO channels will be discontinued on Astro effective 11:59 PM on 28 February 2026:

1. HBO HD (CH 411)
2. Cinemax HD (CH 412)
3. HBO Family (CH 414)
4. HBO Hits (CH 415)

We understand how important this service is to many of our customers. Customers on any Movie bundle packages / Movies add-on / Astro One: Epic Pack who wish to continue enjoying HBO’s content can subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month, with access to HBO Originals, blockbuster movies, and exclusive series. There will be no changes for Astro customers who currently subscribe to HBO Max as an add‑on.

e‑Invoice comes with several key benefits that can enhance your overall billing experience, including:

Greater convenience
Receive your invoice in a secure digital format and access it anytime. No printed bills are sent to your address.

Improved security
Each e‑Invoice comes with a validation link through IRBM’s system, helping ensure authenticity and reducing the risk of lost or tampered documents.

Better support for tax compliance
Digital invoices make it easier to submit the right documentation for tax purposes and ensure your records align with regulatory requirements.

More efficient record keeping
All invoices are stored digitally, making retrieval, tracking and financial reporting simpler.

Environmentally friendlier
Going digital helps reduce paper usage and contributes to sustainable, eco‑friendly practices.

Any purchases via the Astro Smart TV app such as Pay-Per View and Astro First are subjected to 8% govt. tax.

At this point in time, the Disney+ app on Astro Ultra and Ulti Box does not support Dolby audio. We are working to enable this in a future update.

If you can’t remember the email address or mobile number linked to your Disney+ account, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

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

Yes, if you’re a non-Malaysian living or working in Malaysia, your Astro Broadband Bundle/Astro Fibre Bundle are subject to the 6% Service Tax effective bill date 9th July 2024 onwards.

Rescheduling must be done at least 1 hour prior to the original appointment time.

Yes, customers may need to provide additional documents such as bank-in slips or payment receipts. For refund requests due to wrong payment, it is mandatory to provide proof of payment or a bank statement that shows the transaction and bank account details

You can subscribe to the Astro X3 packs through the following channels:

i. Customer Support: Astro Customer Service, Sales Representatives, or visit Astro Stores for assistance.
ii. WhatsApp: Reach out to our sales agent by sending “Hi” to 03-95433838, select Sign Up, and Connect to Agent.
iii. Astro Official Website: Visit https://product.astro.com.my/tv , choose the Astro X3 packs, and complete the sign-up to start streaming instantly.

If you’re facing issues updating your mobile number via My Astro, here’s how you can update your mobile number through your Set Top Box (STB).

• Follow Method A if your box uses a satellite dish (Applicable to all boxes).
• Follow Method B if you are on Ultra or Ulti box that is connected to the internet.
• If your box has both, either method will work.

Method A:

1. Switch on your box and navigate to Channel 105 OR Channel 201 OR Channel 308 OR Channel 802.
2. Press on the red button on your Astro remote control and a QR code will be displayed on your screen.
   
3. Scan the QR code on a mobile device.
4. On the newly opened webpage, please enter your new mobile number.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter the OTP sent to the new mobile number.
   
7. Once the OTP is verified, your mobile number will be updated.
   

Method B:

1. Switch on your box and launch My Astro through the top menu or from the ‘Apps’ section.
2. Once you are in My Astro, press the yellow button on your Astro remote control to visit your ‘Account details’.
   
3. Press the down button to view ‘Personal info’.
   
4. Press the left button and focus on the edit icon for mobile number, press on "OK" to change your contact details.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter your new mobile number.
   
7. Please enter the OTP sent to the new mobile number.
   
8. Once the OTP is verified, your mobile number will be updated.
   

If you’re still unable to update your mobile number, kindly reach out to us via our Feedback Form and a representative from our team will get in touch to assist you soon.

If you're interested in subscribing to the HBO Max app via Astro, you can use the My Astro app through the following methods:

• App: Download the My Astro app from the Apple App Store, Google Play Store, or Huawei AppGallery.
• Web: Visit www.astro.com.my/max
• STB: You can subscribe HBO Max by either launching the HBO Max app OR the My Astro app on your Ultra/Ulti Box.
• WhatsApp: You can reach out to us via WhatsApp by typing "Hi" to 03-9543 3838. Then from main menu select Add-on Purchase -> Enter code HBOMAXULT.

Intermittent internet connection using LAN cable

Looks like there is something wrong with your service connection.

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

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

Intermittent internet connection using WiFi

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.
   • 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 WiFi 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, WiFi 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, WiFi routers, satellites, cell towers, and more.
   • Although WiFi 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:
     1. Microwaves
     2. Bluetooth Devices
     3. Cordless Phone
3. Surrounding Wi-Fi signals
   • A truth of the modern world is that every household has their own WiFi network, which can cause issues with channel overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many routers within close proximity.
   • Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels for you automatically, but sometimes it's better to investigate and find the best channel yourself.
4. Usage
   • More likely, however, is that the people on your network such as friends, roommates, or family members are participating in bandwidth-heavy activities like gaming and streaming Ultrabox/ Netflix.
   • Fortunately, if this is the case, you can prioritize your own network traffic by enabling Quality of Service in your router settings.

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

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

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

There will be no changes to your Netflix account when you move to a new address.

While this technology has its benefits, different devices at home have different reaction and response to changes in signal strength and quality, and it's almost impossible to predict if they will make good band choices due to the interaction between the devices and the Wifi router. Some smart home devices also recommend that band steering is not used due to various reasons such as needing a constant consistent connection, ability to only connect to a particular band, registration of the respective MAC address, etc..

Example:

As single SSID is used, the device may remain on a weak 5GHz network instead of switching over to stronger 2.4GHz network.

No, the Astro Fibre App is available for Astro Fibre customers with the RG21 and RG31 (launching soon) router.

No, currently Simply South is not available for offline viewing.

Discover thousands of movies and series you'll love, and we are continuously expanding. If you would like to enjoy more movies on top of your current subscription, press the

Home

button and select

On Demand

. Use the arrow keys to scroll to

Store

. Pick and choose to rent any movie for up to 48hours.

Check out our user guide for a quick and easy way to get started!

Download our user guide in English

Download our user guide in Malay

Download our user guide in Chinese

Do you need more information? Watch our Astro Ultra How to videos here.

If you would like for more information, kindly visit our Multiroom page via Astro website https://www.astro.com.my/multiroom

To view the terms and conditions, click here.

Yes, you can manage all of your Astro Fibre subscriptions with the Astro Fibre App. However, you would need to create a different Astro ID for each Astro Fibre account.

No, you will not be automatically switched to the new pricing. To perform a manual switch, please contact us at 03-9543 3838.

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

You are attempting to play a content that is not part of your subscription. If you are not able to play a content that you are subscribed to, proceed to submit report via WhatsApp or

Feedback Form

.

If you don't know your HBO Max password, you can reset it. You need to have access to your account email to reset your password:

1. Do one of the following:
   • On the HBO Max sign-in screen, choose Forgot Password?
   • Go to hbomax.com/forgot-password.
2. Enter your HBO Max (or HBO Max) account email and choose Submit. Forgot your account email?
3. Check your inbox for a HBO Max Password Reset email. This email should arrive within a few minutes.
4. Open the most recent Password Reset email and choose Reset Your Password.
5. Enter a new password and choose Save.

Now, sign in with your account email and your new password.If you don't get a HBO Max Password Reset email, go to Can't reset password.

Starting 24 October 2024, Simply South will be available on the Ultra/Ulti box for Astro customers to enjoy on the big screen as well as web app and mobile app. If you are interested to upgrade to our latest Ultra/Ulti box and/or subscribe to Simply South subscription, please reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

Unfortunately, this means that you are using a TV model that does not support 4K UHD resolution (Sony BRAVIA 4K GB, Sony BRAVIA 4K UR or Sony BRAVIA VH).

Not to worry, we are working with the Sony team to ensure you will be able to enjoy these 4K UHD channels soon. We will keep you posted once these channels are available to you!

You must subscribe to an Astro subscription (NJOI customers are not eligible) in order to get the Ulti Box.

The eligibility criteria for the Ulti Box are as follows:

New Customers

All new Astro customers with a monthly subscription fee of below RM100 will be entitled to select the Ulti Box upon signing up for Astro’s packages.

Existing Customers (Box Upgrade for Primary or Multiroom)

Existing customers are required to have an internet connection at home with a recommended internet speed of 10Mbps and above in order to upgrade your existing box to Ulti Box.

Note:

· Existing Ultra Box customers are not eligible for a swap to the Ulti Box.

· If your existing box is a PVR, you will lose access to all the recordings stored in the PVR

Multiroom (New subscription)

Customers subscribing for an additional multiroom subscription are entitled to select the Ulti Box as part of the subscription.

If you are an existing iQIYI VIP, you may cancel your existing VIP subscription with iQIYI and signup again via astro.com.my/iqiyi to enjoy the special price by adding your subscription to your Astro bill.

Absolutely not. Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies all in one place.

No, price for Astro customers will remain unchanged. Only the RRP price from iQIYI is changed.

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