Yes, watching on the Astro Smart TV app will utilise one (1) of your Astro Go concurrency.

Yes, you will enjoy an Ulti box when subscribing to Primary/Entertainment/ Movie Pack OR an Ultra box when subscribing to Sports/Sports+/Movies+/Premium 1/Premium 2/Premium 3/Platinum Pack.

You will get FREE installation for both Ultra/Ulti box upon signing up with Astro & Broadband.

Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.

Astro SuperSport channels have been updated to make it easier to recognize the channels by the sports they feature, such as Astro Premier League, Astro Football, and more. All channels will be updated based on your subscription. Find out more

Please refer below to set up your Ultra/Ulti Plug & Play Box.

To connect via LAN cable:

1. Switch off your old Astro box.
2. To connect your Plug& Play Box via LAN cable:
   a) Remove the LAN cable from your old Astro box and connect the LAN cable to your new Plug & Play Box.
   i) For Maxis IPTV customers, keep the other end of the LAN cable connected to your router.
   ii) For TIME IPTV customers, go to the other end of the same LAN cable, plug it out from your modem, and into any LAN port on your router. Ensure that you’re not plugging your LAN cable back into the same box.
   

Note: If you have a two-in-one modem & router, you can skip Step ii).

To connect via Wi-Fi:

Remove your LAN cable from your old Astro box, and do not plug it into your new Plug & Play Box.

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 a new Netflix subscription to your Astro Bill for billing convenience.

There are few ways to get for your refund.
Click here for details:

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.

Yes. You may subscribe to Disney+ through Astro even if you already have an existing Disney+-billed subscription.

a. If you subscribe to the same or higher Disney+ plan through Astro and activate it using the same login credentials (i.e. email address or mobile number and password) associated with your existing Disney+-billed subscription, your existing Disney+-billed subscription will be automatically paused by Disney+ for as long as your Astro-billed Disney+ subscription remains active.

For example:

• Disney+ Standard (Disney-billed) → Disney+ Standard (Astro-billed)
• Disney+ Standard (Disney-billed) → Disney+ Premium (Astro-billed)
• Disney+ Premium (Disney-billed) → Disney+ Premium (Astro-billed)

b. If you subscribe to a lower Disney+ plan through Astro, your existing Disney+-billed subscription will remain active and your Astro-billed Disney+ subscription will be treated as an additional subscription. In this situation, you may end up with more than one Disney+ subscription.

For example:

• Disney+ Premium (Disney-billed) → Disney+ Standard (Astro-billed)

If you wish to make changes to or cancel your existing Disney+-billed subscription, you will need to contact Disney+ directly.

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

There will be no changes to your HBO Max app subscription or your contracted pricing until your current 12‑month contract ends. However, due to Warner Bros. Discovery (WBD) and Astro's partnership model going forward, the HBO HD (CH 411), Cinemax HD (CH 412), HBO Family (CH 414) and HBO Hits (CH 415) channels will cease on Astro at 11:59 PM on 28 February 2026.

After your contract expires, you will no longer be eligible for the same discounted rate or Disney+ combo offer. If you wish to continue watching HBO content, you may subscribe to the HBO Max app as a standalone à‑la‑carte add‑on via Astro from RM24.90 per month.

Upgrade to Sun NXT Premium via www.astro.com.my/sunnxt or the MyAstro app. For further assistance, contact our customer service at 03-9543 3838.

Starting 1 January 2026, Astro is required under Section 82C(11) of the Income Tax Act 1967 to submit any monthly invoice of RM10,000 or more directly to LHDN. This process does not require customer consent and is part of regulatory compliance. Rest assured, it will not affect your billing or Astro services.

You can be assured that your data are safe with us. Astro implemented sufficient security measures to protect customer data and fully comply to Personal Data Protection Act

If you already have a WeTV subscription, you are allowed to subscribe to WeTV VIP with the same mobile number via Astro; however, your existing account will continue to run until you manually cancel it. With two active subscriptions with the same mobile number, your subscriptions will be added on top of your existing account and you will be charged twice on two separate accounts.

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.

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.

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.

Your account may be under suspension. To resolve this issue, proceed to submit report via WhatsApp or

Feedback Form

.

If you choose to downgrade your packs or terminate Astro services before the end of your contract term, you will have to pay a cancellation fee. This cancellation fee is calculated based on your subscribed package, contract period and box type. If you cancel your service(s)/change your packages upon completion of your contract term, you won't have to pay any cancellation fee.

You may utilise your credit balance to offset future billing on your Astro account, or contact us here for further enquiries.

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.

Refund can be made when there be a termination of account, over payments and in cases where payment was wrongly made to another Astro account.

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

electronic Know-Your-Customer (eKYC) is an online process of identifying and verifying individual customers using electronic means. This enables a person to be an Astro customer anytime and anywhere, hassle-free and helps to secure your Astro account by protecting it from unauthorised usage.

Simply South is a streaming service and one-stop destination for South Indian Regional Video Content. Simply South has the largest library of Tamil, Telugu and Malayam content with the latest movies, evergreen classics and comedy clips on-demand.

Please ensure that you are using the correct ID for eKYC submission.

For Malaysians :

1. Please ensure you are using MyKad or MyTentera.

2. Capture the front and back of your ID.

3. Ensure that there is no glare when capturing the photo.

4. Ensure that are capturing it in a bright room to have the highest picture quality.

5. Please do not cover your ID when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

For Malaysian Permanent Resident and Other Nationality :

1. Please use Passport only.

2. Please capture your whole passport, which has your personal information on it and your signature.

3. Ensure that there is no glare when capturing the photo.

4. Please do not cover your ID with your when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

Starting 29th April 2025 onwards, the Sun NXT app will be available on the Ultra/Ulti Box for all Astro customers to enjoy on the big screen, web app or/and mobile app.

Service Tax will not be imposed on any CSR projects accounts. Any tax payable will be borne by Astro.

The beIN SPORTS CONNECT app is not available as an add-to-bill option. Please visit

www.product.astro.com.my/tv

to sign up to one of our TV Packs with the Sports subscription.

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

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.

Yes, you can! Simply South is available for all Astro customers. Kindly reach out us via WhatsApp by typing “Hi” at 03-9543 3838 to know more!

The Viu free trial for Astro customers on the Ultra and Ulti Box has ended as of 8 June 2023. To
continue streaming all your favourite shows on Viu, switch to Viu Premium under the Asian
Favourites selection or subscribe for as low as RM8.40/month (RRP: RM21.90). Please refer to
Q5 to Q9 for more information.

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.

A security question will be asked when making payments with credit cards over the phone. All other payment channels will not require any form of verification.

For first‑time access, logging in or signing up for Netflix before the service is fully activated may result in double charging if Netflix is activated separately using your credit card.
If you’re having trouble watching Netflix, please check the following:

1. Ensure your Ultra / Ulti Box is connected to the internet
2. Restart your Ultra / Ulti Box and try accessing Netflix again

Note: If the issue persists, please contact us for further assistance.
You may also access Netflix directly via the Netflix app on your TV, if available.

Yes, your information will still be available in the HBO Max app if you choose to resubscribe directly to HBO Max through

www.hbomax.com

. To keep your preferences and account settings, ensure you use the same email address when you resubscribe.

Yes, you will need to activate SecureGo again.

Starting

12 December 2023

, users must log in using their

registered email address

,

mobile number

, or a

social account

(Facebook, Google, or Apple) to access any of Astro's digital platforms, including

My Astro

,

Astro GO

, and

Astro's official website

.

Sun NXT offers content in six different languages: Tamil, Telugu, Malayalam, Kannada, Bengali, and Marathi.

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

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis.

Please note that your default pin is 0000 to make any purchases.

*Entitlement is based on subscription package.