Please contact the courier agent directly to change the retrieval date from the initially agreed date and time.

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.

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

There will be no penalty imposed upon the removal of Astro GO+ from your subscription.

To check your account balance for your Astro bill, you can do it through My Astro. Here's how:

1. Download the My Astro app or visit My Astro web
2. Login using your Astro ID
3. Go to Account > Bills
4. You will be able to see your latest account balance, make payment, download bill statements, and view payment history all in one place

Alternatively, if you only want to check your account balance, you can do so with the steps below (Note: Method below is only for account balance viewing, not payment)

Step 1:
Type ASTRO<space>BAL<space>10-Digit Astro Account No.
Example: ASTRO BAL 08XXXXXXXX

*Standard telco charges and Terms and Conditions apply

Step 2:
Send SMS to 66688

💳 Want to manage your Astro bills easily?

📱 Download the My Astro app to:
- View and download bill statements
- Check payment history
- Pay in just a few taps

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.

The Ultra Box or Ulti Box and the SIM Card are property of Astro, as per our General Terms and Conditions for Astro Services. Therefore, customers are accountable for returning the boxes upon the termination of their Astro subscription. Otherwise, an RM100 (exclusive of Sales and Service Tax) box fee will be charged to the customer's account.

No, there is no additional charges applicable.

As a rule of thumb, this issue might happen when the devices are not equipped with minimum requirement above that supports the subscribed internet speeds:

• WiFi technology
• Network Interface Card (NIC)

As mentioned above however, it is important to note that despite meeting the device minimum requirements, it is not a guarantee that devices connected over WiFi will be able to achieve maximum subscribed internet speeds due to the following:

1. Bad WiFi signal quality and coverage across the area due to:
   • Distance from the RGW/Mesh AP with connected device
   • Obstruction within the house (walls, metallic surfaces)
   • Interference with other household appliances
2. Congested bandwidth
   • If there are too many devices connected to the WiFi network, then the bandwidth might be overloaded with traffic hence, slowing down the speed
3. Devices are connected using WiFi instead of wired using LAN.
   • It is important to note that wired connection offers better reliability and speed over WiFi.
   • WiFi is more prone to interference compared to a wired connection which causes lower speeds and dropped signal.
4. 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 Wi-Fi 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, Wi-Fi broadcasts in 360 degrees, so it doesn’t make sense to put it at one end of the house.
5. 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.

Note:
Astro and its service providers will not offer any guarantees for compatibility of the customer's equipment (e.g., Personal Computer, Notebook, printers) nor provide on site troubleshooting for WiFi service issues related to the customer's equipment.

Currently, e‑Invoicing is not mandatory for all customers. However, it is mandatory for customers who subscribe to Astro Fibre or Broadband services, as this follows the Inland Revenue Board of Malaysia’s (IRBM) national e‑Invoicing requirement.

For other Astro services, e‑Invoicing is optional, but customers are encouraged to opt in as it supports quicker processing, smoother transactions and a more seamless billing and tax compliance experience over time.

Please check your internet speed and connection status via an internet connection test (https://www.speedtest.net/). If your internet is working fine and the issue persists, please try uninstalling and reinstalling the app on your device.

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.

Please perform the following checks and troubleshooting steps:

1. Check if your TV supports the Astro app.
The Astro app is generally available on selected:

• Android TV / Google TV
• Samsung Smart TV (selected models)
• LG Smart TV (selected models)

Kindly check that your Smart TV supports the Astro Smart TV app (kindly refer here).
If your TV uses a different operating system (e.g., older proprietary OS), the Astro app may not be available.

2. Update your TV software.
Go to: Settings → Support → Software Update
Install any available updates, then restart the TV and try again.

3. Search the correct app store

• Samsung: Apps
• LG: LG Content Store
• Android/Google TV: Google Play Store

Search for "Astro" or "Astro GO" (depending on your region and service availability).

4. If your TV's region is set incorrectly, certain apps may not appear.
Look under: Settings → General → Location/Region
Ensure it matches your actual country.
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
• Error reported on device

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

Refund can only be made by the registered Astro account holders.

However, if you would like to request refunds on behalf of the account holder, you may do so by providing the supporting documents (e.g.: authorization letter, death certificate, 3rd party NRIC copy).

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

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.

If the Astro Smart TV app crashes on your Smart TV, please follow the steps below:

1. Clear the App Cache

• Clear the Astro Smart TV application cache on your Smart TV.
• Once completed, relaunch the Astro Smart TV app.
• Check if the issue has been resolved.

2. Reinstall the Astro Smart TV App

• Uninstall the Astro Smart TV app from your Smart TV.
• Download and install the latest version of the Astro app from your TV's app store.
• Launch the app after installation.
• Try playing content again to verify whether the issue has been resolved.

If the app continues to crash after completing the above steps, proceed to submit report via WhatsApp or Feedback Form and provide:

• Astro ID use
• Smart TV model
• OS version
• Details of the content being played when the crash occurs

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

By changing from a higher contract duration e.g., 24-months commitment period to lower contract duration e.g., 12-months, a proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

A proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

You will start a new contract with 12-months commitment and receive the corresponding discount for that duration.

Check out how a cancellation fee is calculated with examples via this link:

For Astro Ultra Box or Ulti Boxes, there will be an itemised charge of "Box Fee” stated in your Astro bill.

• Starting 1 March 2026 - Astro Showtime (CH 411), Rock Action (CH 414), and Rock X Stream (CH 415) will be available to customers
• Starting 1 April 2026 - Astro FAM Time (CH 412) will be available to customers

Customers are only allowed to choose ONE billing option (either Paper Bill or E-bill or SMS bill). However, customers who opted for Paper Bill will still be able to check their bills through My Astro app and My Astro web.

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

The Ultra/Ulti Plug & Play Box comes with a one-year box hardware warranty.

For self-installation, there is a warranty seal at the bottom of the Ultra/Ulti Plug & Play Box, which must not be removed or tampered with as this would void the one-year Ultra/Ulti box hardware warranty.

For Astro Ultra Box or Ulti Boxes, you will be able to see an itemised charge called "Box Fee” in your Astro bill.

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.

No, the Netflix 24-month ala-carte plans do not include an auto-renewal contract. After your contract has expired, you can continue to enjoy the discounted price as long as you maintain your Netflix subscription with Astro.

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.

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.

Payment for Astro services will not increase. However, the Service Tax applicable will be increased from 6% to 8% and this will result in an increase in the total amount payable.

Yes, the Multiroom (Smart TV) will utilise one (1) of your Astro GO concurrency.

Customers subscribing to Multiroom (Smart TV) can enjoy access up to 4 concurrency (watch 4 screens at the same time) which is shared across one Smart TV device and 3 mobile/laptop/tablet device(s) as Astro GO+ is complimentary with a Multiroom (Smart TV) subscription.

No additional subscription is required. Video On Demand (VOD) is a value-added service for all Astro customers with connected Ultra Box and Ulti Box. All you have to do is connect your box to your home Wi-Fi and you'll be able to access the world of on demand. Binge-watch, rewind, fast-froward and stream all your favourite shows anytime.

Yes, subtitles are available. Sun NXT offers English subtitles for most of the movies released in the year 2024 and onwards.

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.

Yes, you can download WeTV's content on your device for offline viewing if you have subscribed to WeTV VIP. This feature is not available if you are not a VIP member. However, kindly note that some content is subjected to copyright which disables the download function on those selected videos.

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, customers will be charged a fixed Paper Bill Fee of RM10.00 per bill every month for each account.

For any unreturned equipment, penalty fee will be charged as below:

• Astro Box – RM100
• Router – RM200 (For Astro Fibre only)
• Mesh – RM200 each (For Astro Fibre only)

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

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!

Yes, you can return the Astro Box & Smart Card/SIM Card even after being charged for the box fee. After successfully returning the box, Astro will proceed to refund the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.

The new Astro First (channel 480) serves as the one-stop, ultimate home cinema offering the biggest and latest local and international blockbuster films where you can:-

• Enjoy value for money viewing for local and international movies from only RM15* per movie (*excluding tax).

• Watch each movie for up to 12 different times over 48 hours* at your convenience (*unless stated otherwise).

• Watch local/regional movies or international movies from Hollywood studios as recent as 2 weeks or 3 months respectively from Malaysia’s cinematic release, in addition to exclusive titles only available on Astro First.