No, there is no penalty fee if you decide to cancel your Multiroom (Smart TV) subscription.

Ultra Box with Contract:

Astro customers are entitled to a two (2) years manufacturer warranty and Installation warranty. During this period, after-sales service is free of charge. However, when your warranty period is over, all after-sales service is subject to a minimal service charge starting from RM65 inclusive of 8% Service Tax.

Other Decoders/Ultra Box Without contract:

Astro customers are entitled to a one (1) year manufacturer warranty and (6) months Installation warranty. During this period, after-sales service is free of charge. However, when your Installation warranty period is over, all after-sales service is subject to a minimal service charge starting fromRM65 inclusive of 8% service tax.

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!

There are 2 methods of setting maturity ratings restriction on Netflix:

Method 1 – Create a Kids Profile in Netflix App on Ultra/Ulti Box

1. On the Netflix home menu, select “Switch Profile”

1. Select Add Profile. 

1. Name the profile.

1. Select Kids. Kids profiles have a logo 'Kids' on the profile icon so they are easy to identify. 

1. Select Continue. The new profile will show on the list of profiles on your account.

Method 2 – Manually set Viewing Restrictions for each profile

1. Go to https://www.netflix.com/profiles/manage

1. Select a Profile.

1. Under Maturity Settings, select Edit.

1. Enter your Netflix password.

1. You may select the desired Maturity Rating settings or add a particular title restrictions for the profile.

1. Select Save.

For more information kindly visit:

• https://help.netflix.com/en/node/114275

• https://help.netflix.com/en/node/114276

The fee is a one-time activation fee that will be charged when you subscribe to the Plug & Play Box.

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.

Yes, users can access the Simply South app from anywhere in the world, except for India.

Yes, you will be able to rent titles on the WeTV mobile app. Subsequently, you will be able to stream your rented title on the Ultra/Ulti Box,

wetv.vip

, and the mobile app.

Settlement of total outstanding balance is to be made prior to any of the request.

Astro continuously reviews its product propositions to ensure we can provide the best customer experience for all our subscribers. We have discontinued the 50% multiroom in order to allow our Astro subscribers with a subscription fee of RM100 or more to only pay a standard RM49.99 (with box setup) to enjoy the Multiroom experience on an Ultra or Ulti Box.

We apologise for any inconvenience.

Not to worry, our representative will be contacting you within 24 hours.

• 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 available if customers also subscribe to broadband for a better-connected experience.

No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.

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

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.

Subscribing to any of the Astro X3 pack will not affect your existing Astro plan. The Astro X3 pack is treated as a separate subscription, with a new account created under a different email address. Your current Astro plan and its services will remain active and unchanged unless you choose to terminate them separately.

Yes, effective on bill date 9^th July 2024 onwards, customers who upgraded their package from Astro TV Pack to Astro Broadband Bundle/Astro Fibre Bundle will be charged 6% Service Tax. Any adjustment or proration charges incurred before the upgrade will be calculated based on 6% service tax rate in the next bill, in line with the latest package upgrade.

Please reach out to the Simply South team by emailing them at [email protected] you have any enquiries or require assistance with the app.

If you would like to contact Astro, you may reach out to our Customer Service Centre by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

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.

If you experience constant loading or buffering while watching content on the Astro Smart TV app, please follow the steps below:

1. Update Your Smart TV Software

• Ensure your Smart TV is running the latest software or firmware version.
• Check for updates in your TV's Settings menu and install any available updates.

2. Restart Your Devices

• Turn off and restart the following devices:
  • Router
  • Modem (if applicable)
  • Smart TV
• Wait a few minutes for all devices to reconnect and stabilize.
• Relaunch the Astro app and test the VOD content again.

3. Clear the Astro App Cache

• Clear the application cache on your Smart TV.
• After clearing the cache, reopen the Astro app and check if the buffering issue has been resolved.

4. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install the latest version from your TV's app store.
• Launch the app and test any content again.

5. Still Experiencing Buffering Issues?

• Check whether other devices on the same network are heavily using the internet.
• Use a LAN cable for a more stable connection if possible.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form and provide:

• Astro ID use
• Smart TV model
• OS version
• Type of internet connection (Wi‑Fi or LAN)
• Screenshot/photo of the error message

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

• Yes, you are allowed to cancel the termination request within the schedule date by calling Astro.
• For terminated Regular (DTH) account and still holding the equipment, please contact Astro for further action.
• For terminated account with Broadband, we’re unable to re-instate your service. A new application is required.

Subscribing to Disney+ through Astro gives you access to more than just streaming apps. In addition to Disney+, you can enjoy a wide range of entertainment through Astro, including local and international content, live sports, movies, TV shows and on-demand programming.

Astro also offers flexible ways to enjoy Disney+, whether as a standalone subscription, bundled with other streaming services, or included as part of selected Astro packages.

Depending on the subscription option you choose, subscribing to Disney+ through Astro may also offer better value through bundled savings and promotional offers. In addition, you can conveniently manage your Disney+ subscription together with your Astro account through the My Astro app or web.

For the latest Disney+ subscription options and offers, click here.

Any purchases via the Astro Smart TV app such as pay-per view, Astro First are subjected to 8% govt. tax.

Customers are only required to return their Ultra Box or Ulti Box with the SIM Card. There is no requirement to return the remote control, power cables, or the satellite dish/outdoor unit (ODU). For these items, please recycle them at registered collection centres which can be found here.

ZEE5 is an Indian subscription video on demand and over-the-top streaming service run by Zee Entertainment Enterprises. With the app, subscribers can enjoy over 170,000 hours of on demand content from originals, movies, TV shows, music and more across 18 languages including English, Tamil, Hindi and Punjabi – all in a single destination.

No, SecureGo can only be tied to 1 device per Astro ID.

To redeem rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

You may report the incident on WhatsApp at 03-9543 3838 by typing PNP and our access our user guide or request for further help from our dedicated agents. Please have your Airway Bill tracking numbers ready for validation.If a replacement box/Astro SIM card is deemed necessary, a new Box and a new Astro SIM card will be couriered to your service address.

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

Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies in one place. Astro customers will be able to enjoy greater convenience by having Netflix bundled with their Astro subscription, consolidating the subscriptions, and providing easy access for payment in a single bill, at the best value.

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.

Visit the app store on your Smart TV and search for the Astro Smart TV app to download it.

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 are currently on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may switch your current Asian Favourites selection to Viu Premium via the
My Astro app or myastro.astro.com.my. Simply go to the "Account” tab and scroll down to the
“Subscription” section. Select “TV Pack” > “Add-ons” and then click the “Switch” button.
Alternatively, you may also reach out to us via WhatsApp by typing “Hi” at 03-9543 3838 to
make your switch to Viu Premium.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

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

1. Clearly indicate full name of Astro customer, contact number and Astro subscription account number when making each payment (e.g. on bank-in slips)
2. For Direct Debit, please contact your bank for standing instructions. Provide the full name of Astro customer and Astro account number. The Direct Debit service may not be available with all banks. Please check with your bank for confirmation of Direct Debit service.
3. Please inform us of any changes in billing address/information by contacting us via one of these platforms.

IMPORTANT NOTICE: To avoid any problems in payment processing, please pay only at authorised Astro payment channels

Currently, there are no rebates provided when you sign-up for the Ultra/Ulti Plug & Play Box.

All existing or new Astro customers who meet the following criteria may upgrade to the Ultra Box:

1. Have an internet connection at home (recommended>10Mbps speed)
2. Maintain a minimum subscription with a HD + Recording service

If you live in a high-rise building, please call us at 03- 7481 8000 to check if your building can support the Ultra Box. If your high-rise building allows for the set-up of individual dishes you will be able to upgrade to the Ultra Box, subject to the criteria above.

If you would like to access our 4K UHD content via the Astro UHD channel 805 and UHD content on VOD, Astro Best and Astro First. We also recommend:

1. 4K UHD supported TV that is HDCP2.2 compliant
2. Internet connection of at least 30Mbps

Note: If you do not have an internet connection at home, you may take up the Ultra Box bundled with Astro™'s broadband package with rebates of up to RM30/month. For more details and to sign up for Astro & Broadband, please click here.

Yes, all PPV purchases are subjected to a 8% Service Tax beginning 1st March 2024. Additionally, note that the prices displayed are excluding Service Tax.

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 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 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: At Astro Home, go to the app rail and select "beIN SPORTS CONNECT"
Step 2: Go to the Profile icon at the top of your screen and click "OK"
Step 3: A QR code will be presented on your screen. Use the in-app QR code scanner on your mobile device to scan the QR code
Step 4: Your TV screen will refresh automatically and you will be able to enjoy the beIN SPORTS CONNECT app on your TV!

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.