Please make sure that:

• You are entering the correct account holder's information while linking, ie: I/C number, passport number, Astro account number or Smart card number.
• You are linking to an Astro account (NJOI customers will not be able to log into Astro GO).
• Your Astro account is not currently linked to any other Astro ID. If your Astro account is currently linked to another Astro ID, you will see a red notice.

To find out which Astro ID is currently linked to your account, you may submit a feedback form. Kindly select feedback type "I have an enquiry/issue with Apps"

Astro X3 Packs are available in two contract options:

1. 12-Month Contract Plan – Customers are required to fulfil a one-time 12-month contract commitment. There is no contract renewal required after contract expiry.
2. No-Contract Plan – Customers who prefer greater flexibility may subscribe to a no-contract option, which will be available from December 2026 onwards.

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

Upon logging in or creating a new account, you will be prompted to link your Astro Account to your Astro ID.If you do not have an Astro ID, please follow the steps in to create one and linking if to your Astro Account:

• Step 1: Click “Create Now” on the Astro ID login page
• Step 2: Enter your name, email or mobile number, and your preferred password
• Step 3: Key in the account holder’s MyKad number followed by the Astro account or smartcard number. Refer to your Astro Bill for the account number (10 digits).
• Step 4: Enter the 6-digit verification code sent to your mobile or click on the email verification link to verify
• Step 5: You’re all set!

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.

Yes, you may return Astro equipment even after being charged for the box fee.
Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.

After successfully returning the box, Astro will proceed to waive off the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.

To cancel your Multiroom (Smart TV) subscription, please call us at 03-9543 3838.

To reconnect your Astro account, please check your Account status, Bill Summary and pay on Astro Quick Pay. Your disconnected services will resume within 1 hour after you have paid your "Total Overdue Charges"

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.

1. Open/Download the My Astro app or visit My Astro web.

2. Login with your Astro ID.

3. Go to Pay Bill.

4. Tap on 'Pay now'.

5. Select the amount to be paid and tap on 'Proceed'.

6. Select 'Credit / Debit Card' as the payment method.

7. Fill in the card information.

8. Fill in your contact details, then tap 'PROCEED TO PAY'.

9. Your payment status will be displayed. Tap 'COMPLETE' to close the session.

10. A successful notification will be displayed.

• 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.

Not to worry, you will only need to verify your Astro ID once. After that, you may log in to your account as usual.

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.

To change your password, you may use the ‘forgot password’ recovery feature on the login page. Just enter the email address/ mobile number you signed up with and we will send you a recovery email.  

Alternatively, you may also change your password or manage your account details by logging on to www.astro.com.my, click My Account, then proceed to Log in.  

FORGOT / RESET PASSWORD (EMAIL ADDRESS)

FORGOT / RESET PASSWORD (MOBILE NUMBER)

STEP 1

On your remote, press the ... button and the Channel Guide page will be displayed on your screen.

STEP 2

Select the channel you would like to remove as favourite and press "OK".

STEP 3

Select "Remove from Favourite" and press "OK".

STEP 4

You are successfully removed the channel from favourite list when this screen appears.

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.

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

Navigate to Standby Mode and press "OK".

STEP 4

Navigate to your preferred selection and press "OK".

STEP 5

Navigate to Save and press "OK" to confirm your selection.

STEP 1
Check the internet connectivity by run the Test Connection.
Refer Run Test Connection.

STEP 2
Verify the Test Connection results.
a. All connected successfully - Proceed to STEP 3
b. All connection failed - Proceed to STEP 4
c. Router connection successfully, others failed - Proceed to STEP 7

STEP 3
Please ensure your box with the latest software update from "General Diagnostics".
Refer to Check Software Version Status.

If your box status is other than "Your box has the latest update (a)", please proceed to update the software.
Refer Software Update guide.

STEP 4
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 5



STEP 5
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 6



STEP 6
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.

STEP 7
Suspect there is an issue with your internet connection.
Please check with your internet service provider or if under Astro Fibre / Astro Broadband, connect to Live Agent for help.

Astro customers can subscribe to WeTV VIP via Astro as an add-to-bill service for only RM13.90/month (RRP RM13.90) to enjoy the app on their big screen TV via the Ultra/Ulti Box, wetv.vip or on the go with the WeTV mobile app which is available on Android and iOS devices.

For more details on the WeTV VIP Membership, please refer to Q12 - Q17.

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

You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase

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

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

Note: This method only works if you are on Ultra or Ulti box that is connected to the internet. If you are on an older box, kindly reach out to us via our Feedback Form.

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 email address, 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 email address.
   
7. Please enter the OTP sent to the new email address.
   
8. Once the OTP is verified, your email address will be updated.
   

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

If your Astro account is suspended or disconnected, your Sun NXT app access will be immediately affected, and you will no longer be able to use the service. To restore your Sun NXT app access, please ensure your Astro account is active.

You can record your favourite shows, save them to the cloud storage and watch it across any of your devices (Astro Box, Astro GO devices, Multiroom Smart TV).

If you would like more information or to provide feedback on Astro Rewards, kindly reach out to us at 03 9543 3838 or visit one of our Astro service centres.

You can proceed with below troubleshooting if the weather is good. Ortherwise, you may try again later.

STEP 1
On your remote, press the “HOME” button and the home menu will be displayed at the bottom of your screen.

STEP 2
Navigate to SETTINGS and press “OK”.

STEP 3
Navigate to STB DIAGNOSTICS and press “OK”.

STEP 4
Refer to the signal strength % shown on the top left of your screen.
If it is 65% or higher, please go to WhatsApp to receive further help.
If it is below 65%, please go to STEP 5.

STEP 5
Switch off the power for your box and make sure that the adapter’s power light is off.

STEP 6
Unscrew the satellite cable from the box and pull it out.

STEP 7
Plug the satellite cable back into the box and screw it back securely.

STEP 8
Switch on the power for your box and make sure that the adapter’s power light is on.
Please wait for 5 minutes.

STEP 9
Turn on your box. You should no longer be experiencing this issue.
If issue persist, please attach a picture of your General tab of the STB Diagnostics for assistance.

Centralized Dish
If issue persist under a centralised satellite dish, please refer to your respective Building Management before contacting our agents.

When Band Steering is disabled, you will see two separate WiFi SSID based on its frequency bands. Example:

i. SSID: SSID2G, Password: 1234567

ii. SSID: SSID5G, Password: 4567890

*WiFi SSID (Service Set Identifier) is the name of your wireless network, also known as Network ID. It is viewable to anyone with a wireless device within reachable distance of your network.

Please check SMS received on the unsuccessful payment status and should you require further clarification contact your issuing bank for clarification or contact us via WhatsApp.

Please submit your issue

here

or you can WhatsApp us at 03-9543 3838.

The Multiroom (Smart TV) will mirror the subscription entitlement as per your primary subscription. However, radio channels and 3rd party apps such as Netflix, Disney+ are not available for consumption via Multiroom (Smart TV).

Intermittent internet connection using LAN cable

Looks like there is something wrong with your service connection.

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

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

Quick Info

A Ping Test shows how long it takes for packets to reach host.

A Traceroute Test traces the route of packets to destination host from our server.

Intermittent internet connection using Wi-Fi

1. Router Positioning

Most people underestimate the importance of picking a good spot for a Wi-Fi router. Even a small shift in positioning could end up being the difference between day and night.

i) High vs. Low

Put the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.

ii) Concrete & Metals

Make sure your router isn't blocked by any other objects, especially devices that are electronic. Also, avoid placing your router in your basement as this area is usually enclosed by a lot of concrete, which can be almost impossible for Wi-Fi signals to penetrate.

iii) Distance to Router

The further away from your router you get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices.

Otherwise, you should place your router near the center of your home. After all, Wi-Fi broadcasts in 360 degrees, so it doesn't make sense to put it at one end of the house.

2. Wireless Interference & Noise

You've probably never noticed but there are wireless signals all around you wherever you go and they're passing through you all the time. From where? Electronic devices, Wi-Fi routers, satellites, cell towers, and more.

Although Wi-Fi is supposed to be on a different frequency than most of these devices, the amount of radio noise can still cause interference. Some common causes of interference include:

i) Microwaves

ii) Bluetooth Devices

iii) 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 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 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.

STEP 1
Please wait while your Astro box initializes.

STEP 2
Select your preferred language.

STEP 3
Navigate to Next and press "OK".

STEP 4
Select Auto as the Video Resolution.

STEP 5
Navigate to Next and press "OK".

STEP 6
Navigate to Confirm and press "OK" to confirm your selection if you are able to read the texts on screen properly.
Otherwise, navigate to Cancel to revert to the previous settings.

STEP 7
Select Satellite as the box operating mode.

STEP 8
Navigate to Next and press "OK".

STEP 9
Select your preferred connection.
For connection via Wi-Fi, proceed to STEP 10.
For connection via LAN Cable, proceed to STEP 16 once you are connected.

STEP 10
Please wait while your Astro box searches for available Wi-Fi networks.

STEP 11
Navigate to your preferred Wi-Fi network and press "OK".

STEP 12
Please enter the password to connect to the Wi-Fi network.

STEP 13
Navigate to Done to continue.

STEP 14
Please wait while your Astro box connects to the internet.

STEP 15
Navigate to Yes to allow your Astro box to connect to this network automatically.
Otherwise, navigate to No.
Proceed to STEP 17 for the next step.

STEP 16
Navigate to Next and press "OK".

STEP 17
Navigate to Universal.

STEP 18
Navigate to Next and press "OK".

STEP 19
Select 01 M3B VL - 10732 as the Entry Point.

STEP 20
Navigate to Next and press "OK".

STEP 21
Please wait until the signal reading is updated.
Navigate to Finish and press "OK" to complete the settings.

Any Astro GO compatible device (mobile/tablet/PC) and Multiroom Smart TV* compatible TVs will benefit from Astro GO+.

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Update Satellite Frequency and press “OK”.

STEP 3

Choose Reprogramming and press “OK”.

STEP 4

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

Otherwise, select No, go back to cancel.

STEP 5

Satellite Frequency Update progress screen will be displayed.

STEP 6

The test result will be displayed once completed.

Press "OK" to go back to channel.

Starting 20 December 2022, Astro customers will be able to enjoy the iQIYI app as an add-to-bill service for an exclusive price via Astro and enjoy the app on their Ultra/Ulti Box, mobile app and website.

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.

Yes, you have the option to transfer the credit balance to another active Astro account. It will be considered as payment to that account and is subject to Astro's terms & conditions.

Of course! Please ensure your account is active when requesting for a move.

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.

WeTV is a global video on demand and over-the-top streaming service, providing the best premium entertainment including Chinese, Indonesian, Korean, Thai, Japanese and Malaysian series and movies to fans of Asian entertainment.

Upon completion of the termination process, customer will receive one last closing bill stating the total amount due to Astro according to their billing option.

For customers who had opted to switch their billing option to e-bill or SMS bill, they will receive their final bill accordingly.

For customers who opted for paper bill, they will receive the final bill via paper bill. (The Paper Bill Charge will be applied).

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.

Currently, you can only select one Netflix subscription at a time. Your available options include the Basic 24 Months, Standard 24 Months, or Premium 24 Months plans.

Upon submitting your application, you will receive the eKYC link via SMS/email/astro.com.my to complete the eKYC verification within 3 days.

You will be able to enjoy all the content on the iQIYI app immediately upon successful purchase from the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.

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.

If an error message on your TV has one of the following keywords:
- Switch to Continuous Viewing
- Service Currently Not Available (SCNA)
- (Code: SCNA)

You can proceed with the troubleshooting steps below if the weather is good. Otherwise, you may try again later.

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

Navigate to Satellite Settings and press OK.

STEP 4

Navigate to Diagnostics and press OK.

STEP 5

Refer to the signal strength on your screen.

If it is 65 or higher, please take the screenshot and submit your feedback form.

If it is below 65, please go to Step 6.

STEP 6

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

STEP 7

Unscrew the satellite cable from the box and pull it out.

STEP 8

Plug the satellite cable back into the box and screw it back securely.

STEP 9

Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.

STEP 10

Turn on your box. You should no longer be experiencing this issue.

If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.

Centralised Dish

If your Astro Box is connected to your apartment or condo building's centralised dish and the issue persists, please contact your respective Building Management before reaching out to our agents.

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.

Register for SecureGo via My Astro app v6.2.0 and above, available on the Google Play Store or Apple App Store. 

Launch the My Astro app, tap the gear icon on top right of the screen to go to Manage and tap on SecureGo under Settings. Tap to toggle on SecureGo.

Step 1: Enter your ID number 

Step 2: Verify your identity with WhatsApp OTP sent to your registered mobile number 

Step 3: Set up your device name, and you're good to go!