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.
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)
Yes. If you’re on any Bundle which includes the Movies Pack, have the Movies Add‑On, are subscribed to the HBO Pack Add‑On or Astro One Epic Pack, you can stream the new channels on Astro GO from 1 March 2026 and 1 April 2026 accordingly.
Call our contact centre 03-9543 3838 or visit us at astro.com.my.
You can create up to 5 (five) profiles per account for either HBO Pack with HBO Max Standard or HBO Pack with HBO Max Premium app subscription. Each profile can be customised as kid-friendly by adjusting the settings during the profile creation process. Profiles created for kids will only feature content that is suitable for children under 12 years, irrespective of your membership plan.
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:
- 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
- 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
- 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.
- 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.
- 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.
While we understand that some customers prefer to buy individual channels, the new packs are designed to offer content at a more affordable price by bundling channels together. As a result, individual channel purchases (ala carte) are not available with the new packs. This approach helps us provide a wider range of content at better value for all customers.
No, Astro will cover all expenses related to returning the box.
Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.
Any purchases via the Astro Smart TV app such as pay-per view, Astro First are subjected to 8% govt. tax.
Currently, this change affects SMS bills only. Other SMSs such as (but not limited to) bill reminders, payment notifications, promotional SMSs or technical appointment reminders will still be sent to you if applicable.
No, there will be no changes to your existing Astro subscription, package, pricing, or services. You can continue enjoying your current Astro experience as usual. The launch of Astro X3 does not affect your existing subscription unless you choose to make changes to your plan.
No, you will not be able to watch beIN SPORTS CONNECT content outside of Malaysia as the app is geo-blocked for each country.
If you require any assistance with the app, you may:
1. Visit the WeTV official Facebook Page for more information: WeTV Malaysia - Home | Facebook; or
2. Drop the WeTV team a message via Facebook chat here
If you encounter any issues with your Astro billing and entitlement, you may contact our Customer Service 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
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.
At this point in time, the Disney+ app on Astro Ultra and Ulti Box does not support Dolby audio. We are working to enable this in a future update.
When playing content from the Video On Demand library, a 15-second or 30-second video advertisement(s) will be shown before the On Demand programme starts. All advertisements will display a countdown to indicate the time remaining on the advertisement(s) and will not be skippable.
To find out more information on Astro GO advertising, please click here.
Transfer of Equipment Ownership
A request to transfer the equipment’s ownership from the existing account holder to a new account holder.
Note: Transfer of Equipment Ownership is not applicable for Astro Broadband (Maxis, TIME, Allo), standalone Astro Fibre and NJOI account.
Merge of Equipment
A request from the account holder to merge the equipment from two different accounts into one account, provided the equipment must be within the same service address and registered under the same accountholder’s name.
Split of Equipment
A request from the account holder to split the equipment from one account to two different accounts and registered under the same account holder’s name.
The entire eKYC verification process may be completed within 5 minutes.
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.
All streaming apps will be made available on the Ultra Box first, followed by the Ulti Box. If you would like to upgrade to the Ultra Box, please visit product.astro.com.my/tv or reach us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance.
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.
If you require assistance with the app:
1. Submit an in-app feedback form via the ZEE5 website: https://www.zee5.com/contactUs/
If you have issues on billing and entitlement, you may contact Astro’s Customer Service by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching to us via WhatsApp by typing “Hi” at 03-95433838 for assistance
After successfully adding ZEE5 Premium to your bill, follow the simple steps below to stream ZEE5 on your Ultra/Ulti Box:
Step 1: Go to your Astro Home Page and click “ZEE5” under the Apps rail
Step 2: Scan the QR code on screen with your mobile device
Step 3: Log in with an existing ZEE5 ID or sign up for a new account. Then, enter the activation code displayed on your TV screen into the ZEE5 mobile app.
Step 4: Now, enjoy streaming ZEE5 on your Ultra/Ulti Box!
Please ensure that the email address used to log in to the app is the same one used to purchase your ZEE5 premium subscription.
You may enquire by submitting a Feedback Form. Please choose the following feedback type and issue:
Feedback type : Payment/Billing
Issue : I want to ask about a refund
OR
Reach out via Astro Official Digital platform i.e. Facebook or Chat. Our agent will assist on your request.
Not to worry, you will only need to verify your Astro ID once. After that, you may log in to your account as usual.
For customers with the Ultra or Ulti Box, you will be charged a fee of RM100 (not inclusive of Govt. tax) upon confirmation of lost Astro Box and Smart Card/SIM Card.
For lost Smart Card/SIM card only, you may be charged RM50 to obtain a replacement.
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.
No, Astro GO is a free app for Astro customers. The content available on Astro GO will depend on the subscription pack that you are subscribed to.
If you do not have an Astro subscription, please click here to find out packages available.
If you are currently on the Disney+ Basic plan, your plan will automatically be renamed to Disney+ Standard. You will also be able to stream on up to 2 devices concurrently instead of 1 previously and enjoy unlimited device registrations with no change to your monthly fee.
If you are currently on the Disney+ Premium plan, you will be able to stream on up to 4 devices concurrently instead of 3 previously and enjoy unlimited device registrations with no change to your monthly fee.
For further information and support relating to the Disney+ app experience or app-related features, please visit the Disney+ Help Centre.
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.
Please check your internet speed and connection status. If your internet is working without any issues, please logout & login into the app again.
If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
