Netflix BasicNationwide Installation
Applying for
| UniFi Maxis Astro Njoi |
Frequently Asked Questions
Find your answers 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes, relocation is subject to service availability at your new address. Relocation charges and contract adjustments may apply depending on your plan.
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.
Selected Astro TV packs allow optional add-ons such as streaming services depending on current promotions and availability. Additional monthly charges may apply.
Yes, a WiFi router is typically provided during fibre installation. The router model may vary depending on the selected broadband speed plan.
Yes, we will check the service coverage at your address before proceeding with your application to ensure broadband is available at your location.
For Malaysians, please provide a copy of your MyKad. For foreigners, provide a copy of your passport when submitting your broadband application.
After your application is approved, the service provider typically contacts you within 2 to 7 working days to arrange the broadband installation appointment.
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.
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.
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.
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.
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.
Each Astro customer is entitled up to 4 smart devices to be registered including mobile, laptops, tablets and Smart TV per household.
If you have maximised the registered device, you will be able to see the list of all your current registered devices on your mobile screen. Please remove any one device to allow the current Smart TV device to be included.
Do note that only 1 Smart TV device is allowed at any point in time.
Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.
STEP 1
Check your current software version on your box.
If the software version updated (Refer to Table 1) , proceed to STEP 2.
If software version different from Table 1, click here for Software Update guide.
Once software is updated, tune to the impacted channel.
If issue persist, proceed to STEP 2.
STEP 2
Run Test Satellite Frequency.
Click here for the guide.
If dCSS Scan Entrypoint Success, proceed to submit report here.
Guide to submit report:
At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".
Fill up all the required information and submit.
Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).
You will receive appointment details via SMS within 48 hours.
If dCSS Scan Entrypoint Fail, proceed to STEP 3.
STEP 3
Proceed to Update Satellite Frequency.
Click here for the guide.
Once completed, tune to the impacted channel.
If issue persist, proceed to submit report here.
Guide to submit report:
At Feedback Type select "I have Astro service related question/request" and Sub Category as "Technical Interruption".
Fill up all the required information and submit.
Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).
You will receive appointment details via SMS within 48 hours.
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. As a Sports Pack customer, you will get access to Liga Malaysia as well as a variety of local and international sporting events as part of your subscription.
Yes, the subscription will be reflected on all your set-top box provided they are registered under our Multiroom service.
The new packs and access to Netflix on the Ultra Box and Ulti Box is available for Astro IPTV customers.
The default PIN is 0000. You may change your PIN to a secure one by doing this at Settings, under your Preferences, select PIN Management, enter your old PIN or default PIN and proceed to create a new PIN.
Although anyone can create an Astro ID, only the Astro account owner is allowed to link their account to the Astro ID. Otherwise, you will need permission from the account's owner in order to complete the linking.
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.
Option 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.
- Ensure the fiber cable from your wall socket and modem is securely connected.
Notes: You might be connected to LAN 1 if backbone is Maxis
Router connection
3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.
4. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.
Option 2/ Option 3/ Option 5/ Option 6
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 the fiber cable from your wall socket and modem is securely connected.
3. Ensure both cables on the Modem (LAN Port 2) and Router (WAN Port - Red port) are properly connected.
Notes: You might be connected to LAN 1 if backbone is Maxis
Router connection
3. Please make sure the LAN cable is connected properly from router (Port 1-4 - Yellow port) to PC/Laptop.
4. Please make sure both cables on Router (Any Yellow port) and Astro Decoder (Network Port behind decoder) are properly inserted.
5. Switch on modem and router and please wait for 2 minutes to stabilise the devices after reboot.
6. 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.
You need to identify your modem type by looking at the modem light indicator before proceeding with troubleshooting.
The type of modem is indicated as per below:
MODEM INDICATOR 1
MODEM INDICATOR 2
MODEM INDICATOR 3
BTS 1
- Please power off your modem and router. (This is to refresh your modem and router performance)
- Make sure the fibre cable from your wall socket to modem is securely connected.
3. Please ensure the LAN cable is securely connected from router to your devices (Astro Box/Laptop etc.)
Modem connection
Router connection
4. Now, power on modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.
5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.
BTS 2
1. Please power off your modem and router.
(This is to refresh your modem and router performance)
2. Make sure the fibre cable from your wall socket to modem is securely connected.
3. Please ensure both LAN cables on the Modem (LAN Port 2) and Router (Port 1) are properly connected.
Modem connection
Router connection
4. Power on your modem and router, wait for 2 minutes to stabilise the devices after reboot. Your internet services should be restored.
5. If issue persists, please connect to our agent and attach your modem light indicator picture for further assistance.
BTS 3
1. Please ensure your modem and router power plugs are securely connected to the power socket.
2. Alternatively, try to connect the power plug to a different power socket or power source. This step is to eliminate the possibility of faulty power socket which could cause the issue.
3. If issue persists, please connect to our agent for further assistance.
Disney+ Hotstar is available to Astro customers on the Disney+ Hotstar app on Android and iOS devices and website (DisneyPlusHotstar.my) which is accessible on tablets and connected TVs. Unfortunately, Disney+ Hotstar is not available on Astro GO. However, customers can enjoy it on the big screen via the Ultra or Ulti Box.
The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.
You may proceed with below troubleshooting and it shouldn't take you any longer than 15 minutes.
- 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].
- You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
- 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.
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.
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.
The charge for your Disney+ Hotstar subscription is reflected in your Astro subscription, and not on the Disney+ Hotstar app/website. For details on your subscription, please call our Customer Contact Centre or WhatsApp us "DH Help
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.
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.
You do not need to request for a reconnection as our system will detect your payment and process it immediately, provided you paid via a real-time payment channel.
Click here for a full list of our payment channels.
For Residential Astro Pay TV customers: You may change your contract from e.g., 12-month to 24-month without incurring a switching fee or cancellation fee. However, if you change your contract from e.g., 24-month to 12-month, will be charged a cancellation fee accordingly if still within minimum term (contract) period. No switching fee applicable.
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 in our Feedback Form with the error details and provide sim card number for assistance.
The warranty period will be 24 months.
STEP 1
Press "HOME" button on your remote control.
STEP 2
Navigate to Settings and press "OK".
STEP 3
Navigate to STB Diagnostics and press "OK".
STEP 4
Take a look at the Smart Card Status.
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 in Maxis 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://192.168.1.254 and below page will appear.
If below box appear, please enter required details:
USERNAME: Administrator
PASSWORD: (ACCESS KEY AT THE RGW STICKER)
(These are the defaults, if you have done previous configuration on your router the password may be different)
4. Once enter into the page "'TECHNICOLOR TG784N V3'', you may follow below steps to get the best wireless channel information.
A. Select "Home Network".
B. Click "WLAN: SSID" to proceed to next screen.
C. In order to get the best wireless channel, click "Wireless Scan" to scan available surroundings wireless Channel.
D. Please choose channel with lesser number of usage.
Example in below case, you may choose channel 4.
5. To configure wireless channel, please proceed with below steps.
A. Select "Home Network".
B. Click "WLAN: SSID" to proceed to next screen.
C. Then, click "Configure" to change the channel selection (automatic to manual) and other configuration option.
D. Please ensure below items:
i. WLAN Enable: Tick
ii. Interface Enable: Tick
iii. Change the Channel Selection to Manual
iv. Change the wireless Channel based on Step 4(D).
v. Once completed the selection, click the "Apply" button.
After service termination of your Astro Fibre service, we will call you via your registered mobile number (up to 3 times over 3 days) to schedule an arranged pick-up by one of our Astro agents. Our agent will then come to your doorstep, dismantle the devices for you and retrieve them.
Note: Upon termination of your service, customers are required to return their old Astro Fibre devices to Astro. Failure to do so will incur a fee of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit - if applicable) for each unit. All prices stated are exclusive of Govt. tax.
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.
All Astro customers with Disney+ Hotstar bundle/Add-on will be moved to the Disney+ Hotstar Premium Plan, with no changes to their current subscription pricing starting 24 April 2024. The new Disney+ Hotstar Premium Plan includes 3 concurrent streams, 10 maximum device logins, maximum video quality up to 4K Ultra HD (compatible devices required), and streaming on phone, tablet, laptop and TV.
If you have questions about your Disney+ Hotstar plan, please contact Astro Customer Contact Centre at 03 9543 3838. Alternatively, please WhatsApp Astro at 03 9543 3838 and type DH Help for further assistance.
Astro is an official distributor of Disney+ Hotstar, the dedicated streaming home for global, and Malaysian hits. Astro customers can now subscribe to Disney+ Hotstar through the new, bigger and more diverse Packs, i.e.: Movies, Premium 1, Premium 3 or Platinum Pack. The streaming service brings together blockbuster movies from Hollywood to Hallyu and award-winning content from Disney, Marvel, Star Wars, Pixar, National Geographic, FX, 20th Centuary Studios and more including exclusive premieres from leading Malaysian studios. Take your family entertainment to the next level with Disney+ Originals like I am Groot, Prey, Baymax, Obi-Wan Kenobi, She-Hulk, IN THE SOOP: Friendcation and more - with the convenience of one monthly bill for all your entertainment needs.
Movies Pack, Premium 1, Premium 3 and Platinum customers as well as customers on the Starter Plus Pack, Value Plus Pack, and Disney+ Hotstar (3-months Pass) can enjoy Disney+ Hotstar on Astro.
Customers can subscribe to Disney+ Hotstar via astro.com.my/Disney, as well as via authorised retailers and dealers.
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.
My Astro is an easy-to-use, free mobile phone app and responsive web portal that helps Astro customers to manage their Astro accounts. My Astro allows customers to manage their accounts, pay bills, and get any support they need. In addition, customers can find and purchase the latest shows to be viewed on their Astro Box or on Astro GO. Customers can also receive news about Astro's latest products and content offerings.
Service Tax is charged based on the date the service is rendered. For services rendered on or after 1st March 2024, the Service Tax rate would be at 8% whilst for services enjoyed before 1st March 2024, the Service Tax rate would be 6%.
The different light colours on your Astro Ultra Box or Ulti Box informs you on the phase the box is going through.
1. Ultra Box magenta light / Ulti Box purple light - Your box is turned "On".
Press the Home button to launch Video On Demand and stream anytime or press channel number on your remote.
2. Ultra Box / Ulti Box orange light - Your box is on "Standby" mode.
Your box is ready to be turned "On" or leave it in this mode to receive new software updates.
3. Ultra Box / Ulti Box blinking orange light - Your box is booting up.
Please wait a few minutes for the box to start.
4. Ultra Box / Ulti box blinking blue light - Your box is downloading a software update.
Please wait a few minutes for the download to complete.
Starting 28 April 2022, Astro customers can access Disney+ Hotstar via Ultra Box, mobile app and website. We are working towards making Disney+ Hotstar available via the Ulti Box. Stay tuned for updates.
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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 LNB Setup and press “OK”.
STEP 5
Tuner Settings screen will be displayed accordingly.
STEP 6
Select LNB Type connected to your box.
STEP 7
Navigate to Next and press "OK" to confirm your selection.
STEP 8
Select this as the Entry Point and press "OK" to confirm your selection.
STEP 9
Navigate to Next and press "OK" to confirm your selection.
STEP 10
Signal reading results for Tuner 1 screen will be displayed accordingly.
Press right to navigate to Tuner 2.
STEP 11
Signal reading results screen for Tuner 2 will be displayed.
Then navigate to Finish and press "OK" to complete the setup.
For customers that would like to subscribe to Multiroom with a box installation,
(i) customers on the old packages (example Family Pack, Starter Pack, Value Pack, Super Pack or Super Pack Plus) will have to subscribe to our new packages first by sending "Switch" to 03-9543 3838 via WhatsApp;
(ii) customers on the new Astro packages can subscribe by visiting product.astro.com.my/multiroom or WhatsApp "Hi" to 03-9543 3838.
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.
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 TV Settings 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.
To check your contract, please visit My Astro.
No, you are still able to access HBO Go on your current Movies pack.
Step 1:
Type ASTRO<space>BARCODE<space>10 digit account number
Example: ASTRO BARCODE 0866603852
Step 2:
Send SMS to 66688
*Standard telco charges and Terms and Conditions apply
Refund process required 5 working days by Astro and additional 3 - 7 working days required subject to the respective processing banks.
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.
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.
Disabling band steering means that there will be two frequency bands available for the users - 2.4GHz and 5GHz.
Note: Band Steering is called Dual-band Combination in the router web interface.
- 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).
- Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
- 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 Wi-Fi to configure the WiFi parameters.
6. Click on Dual-band Combination button to disable the Band Steering.
7. Set the Wi-Fi name and Wi-Fi Password for both 2.4GHz and 5GHz bands based on your preference. Then click "Apply" for the changes to take place.
8. Kindly ensure to reconnect your WiFi according your new WiFi name and password.
No, your rewards cannot be transferred to another person or exchanged for cash.
If you add on the Mesh WiFi during your initial order of Astro Fibre, there is no additional installation fee. If you order the Mesh WiFi as an add-on at a later time, you will have to pay RM49 per installer visit. However, if you choose to have the Mesh WiFi delivered via courier in order to self-install your Mesh WiFi, there will be no installation or delivery fee charged.
Astro ID and / or account deletion is permanent. Upon deletion, it will be unlinked from your TV subscription account and you will be logged out from all the associated Astro apps and / or services connected including the partner apps that you have logged in using the same Astro ID. If you have any queries regarding Astro ID or would like to request for Astro ID account deletion, click on submit your request here, fill in the required details and our Astro representative will get back to you within 3 business days for security verification purposes.
We noticed that you've recently requested for a change in your Astro account.
As this change will affect your overall monthly subscription, the expiry date for your Disney+ Hotstar (3-months Pass) subscription has been deferred to xxx (date) to consolidate the final monthly subscription pricing.
