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.

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 box. You should no longer be experiencing this problem.    

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

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.

Yes. You can make payment using your credit card via My Astro Portal:

- For One-time payment: All Master/Visa 3D secured debit/credit cards for one-time payment issued by banks in Malaysia

- For Auto-Debit: All Master/Visa/AMEX debit/credit cards issued by banks in Malaysia

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.

No, you will not be able to manage your account with the Astro Fibre App. However, you may download the “MyAstro” app on your mobile device now to manage your Astro account in a fast and easy way.

Yes, a third party is allowed to make the advance payment on your behalf. In the case of refund, the amount will be returned to the owner of the third-party account (source of payment).

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.

I am sorry you can't. While we understand the value customers see in choosing their preferred service/pack individually, the packaging of channels/services in the new packs are necessary for us to offer content/services at an affordable price to our customers.

Slow browsing using LAN cable

Looks like there is something wrong with your service connection.

Please run the Speed Test and attach the picture or screenshot of the speed test in the Feedback Form below, in order for us to provide further assistances.

Click here for Speed Test guideline.

Quick Info
A Speedtest is a service that provides free analysis of Internet access parameters, such as connection data rate.

Slow browsing 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, 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.

No, eligible customers will not be charged for this speed upgrade. Your speed plan will be upgraded automatically for 24 months, depending on your subscription. After the FREE speed upgrade period, your Astro Fibre plan will return to its regular speed.
 

For Ultra/Ulti Plug & Play Box installation, it is recommended that you attempt to self-install by following the installation guide here, but there is an option to request for an installer to install the box at your premise. However, there will be a separate fee for this service request.

Yes, you can manage all of your Astro Fibre subscriptions with the Astro Fibre App. However, you would need to create a different Astro ID for each Astro Fibre account.

The new packs and access to Netflix on the Ultra Box and Ulti Box is available for Astro IPTV customers.

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.

You can proceed with below BTS 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.

Centralized  Dish

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

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.

Surcharge is imposed by 3rd party payment collection partners for services rendered. Kindly note that customers may be charged a surcharge per transaction when bill payments are made via the following methods:-

Bill payments at selected petrol stations, convenience stores, retail/mobile shops, kiosk, and e-wallets may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (formerly known as Razer/MOL), ATX, MobilityOne, and e-Pay.

·       To find out more on how to make your bill payments, click here.

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.

Yes, penalty fee of RM200/Mesh WiFi will be imposed if customer fails to return the device(s). The courier company would make two attempts to retrieve the Mesh WiFi unit within a period of 30 days, failing which the penalty would be imposed.

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.

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.

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


STEP 2
Verify the average speedtest based on the Test Connection result.
a. Above 10Mbps - Proceed to STEP 5
b. Less then 10 Mbps - Proceed to STEP 3

Notes: Minimum 10 Mbps internet speed from box requires in order to get a stable connection.



STEP 3
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 4



STEP 4
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 5



STEP 5
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.

All streaming apps willbe made available on the Ultra Box first, followed by the Ulti Box. If youwould 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 forassistance.

Visit our page to find out about our new packs.

The WiFi SSID and password of the Mesh unit will be automatically synchronized to the WiFi router. Hence, there is no need to configure the WiFi parameters.

*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.

1. Power reset (on & off) your Modem and Router.

2. Ensure standard physical connection (No 3rd party devices connected to decoder and modem).

3. 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).

4. Once connected, open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.

5. On the address bar, type https://testmyline.astro.com.my/ and below page will appear.

6.Click "GO", and the test will begin.

The test is completed once both download and upload speeds are displayed.

Sample of the Speedtest result is shown below.

**Please ensure the snapshot includes a time stamp and network used either LAN cable or wireless (as per picture above)

7. Kindly screenshot or take a picture of the result, name it as "LAN Speedtest" for test using LAN cable (wired connection).

8. Repeat the test once again using WiFi connection (Please unplug your LAN cable and connect via wireless connection using your SSID).

9. Screenshot or take a picture of the result, name it as "WiFi Speedtest".

No, please use a Malaysian mobile number registered with a local network service to register and activate access for Disney+ Hotstar with your Astro subscription. 

STEP 1  

On your remote, press the HOME button.

STEP 2  

Navigate to SETTINGS  icon and press "OK".

‍

STEP 3    

Navigate to Manage Satellite Frequency and press “OK”.

‍

STEP 4  

Choose to Update Satellite Frequency and press “OK”.

‍

STEP 5    

Choose "Confirm" to continue Satellite Frequency Update and press “OK”.

‍

STEP 6  

Satellite Frequency Update progress screen will be displayed.    

The updates will take approximately 20 minutes.

STEP 7

The status will be displayed once update is complete.    

There are various offers currently available for both existing and new customers:

• Existing Astro TV Customers

You may choose from a selection of Astro Fibre speeds from 50Mbps to 800Mbps to accompany your Astro TV Packs from as low as RM60/month for 50Mbps or RM90/month for 100Mbps. That is more than RM900 of savings in total across all speed plans from 50Mbps to 800Mbps. On top of this offer, you will also get to enjoy a complimentary speed upgrade for 24 months if you subscribe within 24 November 2023 to 31 May 2024. This is part of Astro’s initiative to give better value to support loyal customers, and the full details of this offer are as follows:

*Offers applicable to non-Primary Pack bundles only.
**Speed upgrade offer is only eligible for customers who sign up within 24 November 2023 to 31 January 2024.
 

• For New Astro Customers

*Promotion price is applicable for Astro Fibre bundles only.
**Speed upgrade offer is only eligible for customers who sign up within 24 November 2023 to 31 May 2024.
 
 

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 HDMI Connection Status.

Kindly note that not all Astro & Broadband Devices are required to be returned. After service termination of your Astro & Broadband service, we will call you via your registered mobile number within 3 days to schedule a pickup appointment with our Astro agent if your device needs to be returned.

If you were not contacted within 3 working days to return your devices, you are required to discard your old Astro & Broadband devices only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

Frequently Asked Questions

1)     I missed the pickup appointment; what do I do now?

You can reschedule the pick-up appointment by calling our agent directly.

2)     Can I reschedule my pickup date?

Yes! You can call our agent back directly to reschedule the pickup date and time.

3)     Do I have to pack my device(s) before handing it over to the Astro agent?

Our Astro agent will dismantle the devices for you. However, if your devices are already dismantled, please pack them in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

4)     Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent! All you have to do is get your device(s)ready before the Astro agent arrives to ensure a smooth handover process.

5)     I have the Astro & Broadband router and modem to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?

No, please return your old Astro & Broadband modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

Recycle via Registered Collection Centres

For all recycling-related questions, please click here.

1. Tune to channel 200 on your Astro box and wait for a few seconds. By default, the selector will be on Packs. Press up/down to select your preferable pack, and press "OK"

2. Select the option for Monthly Subscription

3. Send the WhatsApp code as per displayed on the TV screen

Step 1: Visit Astro website at https://www.astro.com.my/

Step 2: Click "Login'

Step 3: After login, click the profile icon and select 'Manage Profile'. You may change your account password here.

FAQs: Netflix on Astro

1.     What is Netflix?

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you’ll love.

Astro customers with an internet-connected Ultra Box or Ulti Box canaccess the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website https://about.netflix.com/en

2.     Which new pack comes with Netflix?

Any packages with Entertainment Plus, Movies Plus & Sports Plus will include Netflix. The default Netflix offering is Netflix Standard (2 screens and HD viewing) as part of your Entertainment Plus, Movies Plus and Sports Plus subscription. You can upgrade up to Netflix Premium (4 screens and 4K UHD viewing) at a price of RM 10 (inclusive of govt. tax).  

Note: For the above subscriptions, you may use the email address used for your existing subscription with Netflix to activate and the future billing for Netflix will be transferred to your Astro bundle charges. For users that are billed for Netflix through Apple before joining the Astro bundle, remember to cancel your Apple billing arrangement after activating the Astro bundle else you may be double charged for your Netflix account.

If you do not have a bundle which includes Netflix, you may also add anew Netflix subscription to your Astro Bill for billing convenience.

3. How do I know if my new pack includes Netflix?

If Netflix is included as part of your Astro pack, you will find it in My Astro app called “Apps” where you will be able to manage all the streaming apps you are entitled to.  

Netflix will also be included in your Astro bill under “MonthlyCharges”  

If you have added Netflix to your bill (Netflix Add-on), the Netflix subscription charge will appear in your Astro bill under “One-time charges” as Netflix App Subscription or Netflix Premium and will be charged monthly. You should refer to Netflix account Management for any changes to your Netflix subscription or should you wish to change to other billing methods.

4.     I signed up for the EntertainmentPlus / Movies Plus / Sports Plus pack that includes Netflix. How do I activate my Netflix account?

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.

5.     Will I be able to access Netflix on my Ultra/Ulti Box?

You will be able to access Netflix on your Ultra and Ulti Box. However, kindly note that if you have an Ulti Box with a Netflix Premium subscription, you will not be able to watch content in 4K UHD and Netflix Spatial Audio.

6.     How do I change my Netflix plan or account information?

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.  

7. How many devices can I access Netflix at once?

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.

Netflix Standard account customers are allowed to watch shows in Full HD and download them to watch offline on up to 2 supported devices at a time.

On the other hand,Netflix Basic account customers are allowed to watch shows in HD and download shows for offline viewing on only 1 supported device at a time.

8. You can add a new Netflix account to your bill through CH 741 or clicking the Netflix button on the remote control. Please enter the email address you would like to use for Netflix subscription and ensure the Billing partner is Astro.  

If you would like to transfer your existing Netflix Account to be charged under Astro bill, please follow the steps below:  

-         Cancel your existing subscription with Netflix  

-         Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for Netflix via Astro bill  

-         To subscribe, go to CH 741 and enter the email address used for your previous subscription with Netflix  

-         Once successfully completed, all existing settings and watching history on your Netflix account will be brought over  

9. I have added a Netflix account to my Astro bill. Do I need to perform any activation?

By adding a Netflix account to your Astro bill, your Netflix account is already activated. No additional steps for activation are required.

10. When I create a new Netflix account to link to my Astro Bill, will I lose all my current watching history in Netflix?

You may retain your watch history and settings of your existing Netflix account by using the same email of your Netflix account during the linking of your Netflix account with Astro.

11. I forgot my Netflix username or password. How do I find my username or reset my password?

If you have forgotten your username or password, you may follow the steps below:

Step 1. Go to netflix.com

Step 2:Click on Sign In

Step 3:Click on “Need Help” to reset password

12. I forgot which Netflix account is associated with my Astro Account. How do I find that out?

You can recover your Netflix login here or at astro.com.my/Netflix  

Step 1:Head to astro.com.my/Netflix

Step 2: At the FAQ section look for “How to recover my Netflix login email and password”

Step 3: Login with Astro ID

Step 4:Proceed to Netflix.com for account recovery

13. What will happen to my Netflix account if I cancel my Astro service or change my Astro package?

If your existing Netflix account is linked with your Astro subscription, your Netflix account will resume on the previous method of payment. If you linked a new Netflix account with your Astro subscription, cancelling Astro service will also cancel your Netflix account.

 14. What happens to my Netflix account if I move to a new address?

There will be no changes to your Netflix account when you move to a new address.

15. How do I cancel Netflix?

If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your entitlement.

If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can only be done via Netflix’s Website, etc. This change will reflect in your next bill.

From mid-December 2021 you may also cancel Netflix add-on through Astro Call Center.

16. I would like to change the Netflix account linked to my Astro pack. What should I do?

Please visit http://help.netflix.com to call or start a live chat with Netflix’s customer support agents. You will be assisted to unlink your Netflix account from your Astro subscription. After the process, you may link another Netflix account to your Astro subscription.

17. Will Netflix be automatically added to my Astro subscription?

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.

18. ​Will Astro censor Netflix content?

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.

19. I have signed up for two (2) or more main Astro subscriptions bundled with Netflix. Will I be entitled for multiple Netflix subscriptions?

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

20. Why should I subscribe to a Netflix on Astro vs direct subscription via the Netflix app?

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

Non-standard Broadband installation covers the scenario where additional cables and drilling is required to complete your Astro & Broadband installation or by installing the cable in the walls/ceilings. There are additional fees applied for the additional requirements as follows:

We have discontinued offering the PVR box to our customers. You may opt to take up our latest 4K UHD supported Ultra Box instead. For more information, visit https://product.astro.com.my/box.

Alternatively, you may reach out to us at 03-7481 8000 for further enquiries or to sign up for the Ultra Box.

Depending on your service, it is mandatory to return some devices as per our T&Cs, whilst other devices should be disposed of and recycled at collection centres registered under the Department of Environment. To find out what you should do with your devices after service termination, please click here.

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.

Astro Fibre installation will come with 1 unit of TM fibre modem and 1 WiFi router with 24 months warranty period.

While warranty period for Mesh WiFi will be treated as one-to-one swap for faulty Mesh units at any point of time during your service tenure with active Mesh subscription.

Want to return or recycle your satellite TV devices? It's simple and free!

Here's what you can do with your unused satellite TV devices:

If you have an Ultra or Ulti Box, you may:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our Astro agents.

Step 2: Just sit back and relax! Our courier partner, Citylink will come to your doorstep, dismantle the satellite dish for you and retrieve the devices.

 2. Return your device to us via Dropoff:

Step 1: Please gather your device(s) and click here to find a Customer Service Centre (CSC) or Astro Authorised Retailer (AAR) near you.

Step 2: Don't worry, it's free! Simply walk in during opening hours and hand over the device(s) to one of our Astro agents.

Note: An installer's visit is required to dismantle your satellite dish. However, if you have a Box or other satellite TV devices at home that do not require dismantling, you may walk into any of our authorised dealers and hand them over to the agent.

If your Satellite TV device is NOT an Ultra or Ulti Box, you may:

1)   Recycle your device:

For all Ultra or Ulti Boxes, please return them to Astro via drop-off at a CSC or AAR near you or schedule a pick-up appointment via 03-9543 3838.

For other older Boxes or Satellite TV devices, you are required to discard them only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

Note: Upon termination of your Astro service, all Ultra and Ulti Box customers are required to return their devices to Astro. Failure to do so within 14 days of termination may incur a fee of RM100 (not inclusive of Govt. Tax). For customers on all other boxes, please discard your box only at registered collection centres to ensure we all play our part in protecting the environment.

Frequently Asked Questions

Arranged Pick-Ups

1) I missed the pickup appointment; what do I do now?

Our agent will make two attempts to retrieve the device(s) and dismantle your satellite dish within a period of 14 days, failing which the penalty of RM100 (not inclusive of Govt. tax) would be imposed.

2) Can I reschedule my pickup date?

Yes! Please call Astro's Contact Centre at 03-9543 3838 to reschedule your pickup date.

3) My old devices do not require dismantling; do I have to pack them before handing them over to the delivery agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the delivery agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

4) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is get your device(s)ready before the Astro agent arrives to ensure a smooth handover process.

5) I have an old/unused satellite dish at my home and I am not an Astro customer; can I still schedule an installer visit to dismantle and return it?  

Yes! Not to worry, you can still schedule an installer visit to dismantle the satellite dish from your home.

Drop-offs

1) Do I have to pack my device(s) before handing it over to the Astro agent?

Please pack your device(s) in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

2) There are no Customer Service Centre (CSCs) or Astro Authorised Retailers (AARs) near me; what do I do now?

Please opt for courier pick-up if there are no CSCs or AARs near you. Call 03-9543 3838 now to schedule a pick-up appointment by one of our courier partners if you are holding an Ultra or Ulti Box For non-Ultra or Ulti boxes, you may recycle your box at a registered collection center. Click here to find a registered collection center near you.

3) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent. All you have to do is hand the device(s)over to the agent and you're done! You will also receive an acknowledgment slip after successful handover.

4) I found my Box and Smart card, however, the cable(s) that came with it is lost; will there be any penalty fees?

No, please return your old Plug & Play Boxes and Smartcard. There will be no penalty fees if the cable is damaged or lost.

Recycle via Registered Collection Centres

For all recycling-related questions, please click here.

Still Need a Hand?

Not to worry, we are only a phone call or a message away! Call or WhatsApp our Customer Contact Centre at 03-9543 3838 and an Astro agent will be available to assist you immediately.

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 STB Diagnostics and press "OK".

STEP 4    

Select Household Diagnostics and press "OK".

STEP 5    

Details information of Household Diagnostics screen will be  displayed.

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.

1. Please use a LAN ethernet cable and connect your computer/laptop to the back of the Maxis Router.

2. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox, etc.

3. On the address bar, please go to http://192.168.1.254 and the page below will appear.

    The default login of the router as below. If you have done a configuration on your router and changed your password previously, please use the password you have previously set.

    Username: administrator

    Password: Router S/N (Available on the sticker at the back of the router)

4. Once you have successfully login, the router's web-based setup page will appear.

5. From the left menu, select WIRELESS to access the screen below.

6. You may change the Network Name (SSID) and the Password to follow your preferences, then scroll to bottom and click "Apply"  for the changes to take  place.

7. A warning box will popup, click "OK" for the changes to take place and reconnect to the new wireless name with the new password once completed.

8. Please wait until the connection reestablish.

Your account may be under suspension. To resolve this issue, proceed to submit report via WhatsApp or Feedback Form.

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 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.

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.

You may contact Astro's Contact Centre (03 - 9543 1543) to process the cancellation.

The Mesh WiFi device(s) needs to be returned upon service termination via an arranged pick-up by our installers.

There are a few ways you can access Netflix on the Ultra Box as below: 

• Access Netflix on the Ultra/Ulti Box via the Home Screen and select the Netflix app from the Apps row. 
• Launch the Netflix app directly from their remote control by clicking on the “Netflix” button if it’s available on your remote control. 
• Tune into CH 741

IMPORTANT! If you are accessing Netflix on your Ultra/Ulti Box for the first time, please wait for the Netflix activation email from Astro (this may take up to 10 minutes) for the app to be reflected in your account. If you skip this 10-minute period, you may experience double charging by incorrectly signing up for Netflix using your credit card details.

Astro Rewards is open to all *Active Astro PayTV customers and their immediate family members

* "Active Astro customer" refers to subscriber of the Astro Service and whose account is current and active with no outstanding payments due and owing to Astro and who has not breached the Astro subscription agreement nor given any instructions to terminate and /or suspend his/her subscription to the Astro Service as at the date of winner notification. Winners must remain active Astro customers until the date of collection of prizes.