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.

For multi-frequency customers, RM10.00 is charged per physical bill generated.

Intermittent internet connection using LAN cable

Looks like there is something wrong with your service connection.

Please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.

Please ensure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Intermittent internet connection using Wi-Fi

1. Router Positioning
   Most people underestimate the importance of picking a good spot for a Wi-Fi router. Even a small shift in positioning could end up being the difference between day and night.
   
    i) High vs. Low
   Put the router as high up as possible to extend the broadcasting range of the radio waves. This also helps clear the router of possible interferences.
   
   ii) Concrete & Metals
   Make sure your router isn't blocked by any other objects, especially devices that are electronic. Also, avoid placing your router in your basement as this area is usually enclosed by a lot of concrete, which can be almost impossible for Wi-Fi signals to penetrate.
   
   iii) Distance to Router
   The further away from your router you get, the weaker the Wi-Fi signal. Therefore, the best option is to place your router as close to your devices as possible, but this is only practical if you have one main area where you tend to use your devices.
   
   Otherwise, you should place your router near the center of your home. After all, Wi-Fi broadcasts in 360 degrees, so it doesn't make sense to put it at one end of the house.
   
    

2. Wireless Interference & Noise
   You've probably never noticed but there are wireless signals all around you wherever you go and they're passing through you all the time. From where? Electronic devices, Wi-Fi routers, satellites, cell towers, and more.
   
   Although Wi-Fi is supposed to be on a different frequency than most of these devices, the amount of radio noise can still cause interference. Some common causes of interference include:
   i) Microwaves
   ii) Bluetooth Devices
   iii) Cordless Phone
    

3.  Surrounding Wi-Fi signals
   A truth of the modern world is that every household has their own Wi-Fi network, which can cause issues with channel  overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many  routers within close proximity. Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels for you automatically, but sometimes it's better to investigate and find the best channel yourself.

4. Usage
   More likely, however, is that the people on your network such as friends, roommates, or family members are participating in bandwidth-heavy activities like gaming and streaming Ultrabox/Netflix.
   Fortunately, if this is the case, you can prioritize your own network traffic by enabling Quality of Service in your router settings.

If the problem persists, please run a Ping Test, Traceroute Test and attach the picture or screenshot of both test results in the Feedback Form below, in order for us to provide further assistances.

Please make sure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Quick Info
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.

You will regain access to your channels on Astro immediately once the equipment has been installed at your new house, provided your account is active. Customers can still enjoy viewing via Astro Go.

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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Astro's Plug & Play Box is our latest box where users can enjoy the latest Astro box simply by connecting it to the TV and internet. There is no longer a need to schedule or pay for an installation. By connecting your Plug & Play Box to home broadband, you will be able to-do the following:

• Watch your channels over the Internet. No more rain fade!
• Never miss your favorite shows again as you can stream LIVE events from the beginning, or simply pause and resume the program as you wish.
• Access a library of over 110,000 videos on demand. Catch-up or binge-watch full episodes whenever you like.
• Access your recordings anytime on TV or the Astro GO app via Cloud Recording.

Other features include pause on TV and continue watching on the Astro GO app, enhanced search capabilities and more.

You are entitled for free mesh WiFi devices when you sign up for Astro & Broadband with Maxis fibre 500Mbps or 800Mbps speed only.

Mesh WiFi is not available with Astro & Broadband with Allo. However, you may purchase the Mesh WiFi devices separately to pair along with you Allo broadband.

Should there be any changes in plans we will keep our customers informed on any new development.

Tap on the "Account' screen on the navigation bar and scroll to the "Subscription' section. Tap on "TV Pack' to view your pack, box, multiroom, and Astro GO information.

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

Refund fee is subject to your processing bank. However, Astro did not impose refund processing fee.

Please follow the steps below:

Step 1: Fill in Transfer of Equipment Ownership Form (Part A & Part B)

Step 2: Provide an Undertaking Letter if current account holder deceased or un-contactable. (Note: Copy of death certificate is required if account holder deceased).

Step 3: Provide a copy of new applicant NRIC for Malaysian or copy of passport for non-Malaysian or copy of IMM13 Pass with at least 6 months validity for Refugee. (Note: ASTRO name should be displayed on the top left corner on both sides of the identity card copy).

Step 4: A full payment to be made on any outstanding balance for all related accounts (if any).

Step 5: Submit all documents via feedback form .

Step 6: Customer will expect a call from our validation team (Note: Turnaround time for transfer of equipment ownership is 3-5 working days upon receiving all complete documentation).

Note:

1. There might be a loss of transmission during the processing of transfer equipment ownership, split or merge of equipment.

2. Recorded program will be removed for PVR user.

3. A full payment to be made on any outstanding balance for all related accounts.

4. New account holder agreed to continue the remaining contract from previous owner account (if any).

5. Auto debit will be voided upon acknowledgment of transfer equipment ownership (if any).

Additional requirement for New Owner

Capping of applicant age is 21

Malaysians aged < 26 years old and Non-Malaysian - requires copy of utility bill (Phone, Internet, Water or Electricity)

For any access related queries on Disney+ Hotstar, please call or WhatsApp "DH Help

In the new bill layout, there are three tax indicators for customer to refer: S1 (8%), S2 (6%), and N (non-taxable item). Each item list will be marked in accordance with the tax indicator below:


 

We try to make as many movies and TV shows available for download. However, for some titles, while we may have the rights to offer them via streaming, we may not be able to offer them for download.

After order submission, the Plug & Play Box and Astro SIM card will be couriered separately to your service address. The delivery dates with the tracking numbers will be communicated via SMS.

The Plug & Play Box and Astro SIM card should arrive within 3-working days after your order submission. You may self-install your box by following the guide here.

STEP 1    

Switch on the power for your box and make sure that the adapter's power light is on.

STEP 2    

Put the box on standby mode.

STEP 3    

Press and hold the Home button on the box.

STEP 4    

Wait until "boot" appear on the front panel and released.

STEP 5    

New Installation Settings page will appear.    

Click here for the guides to complete the setup.

STEP 1    

Switch off the power of your box and ensure the adapter�s power light is off.

STEP 2    

Switch on the power of your box and ensure the adapter�s power light is on.

STEP 3    

Press and hold the Ch+ and Ch- keys on the box simultaneously when the "boot" message appears on the front panel.

STEP 4    

Wait until the "Clr" message appears on the front panel, then release the Ch+ and Ch- keys.

STEP 5    

New Installation Settings page will appear.    

Click here for the guides to complete the setup.

STEP 1    

Ensure your box is on standby mode. (Red light on box's front panel).

STEP 2    

Press and hold the Standby button. Wait until the LED at front panel change from red to green for 3 times, then release the button.

STEP 3    

New Installation Settings page will appear.    

Click here for the guides to complete the setup.

STEP 1    

Switch off the power of your box and ensure that the adapter�s power light is off.

STEP 2    

Switch on the power of your box and ensure that the adapter's power light is on.

STEP 3    

Keep pressing the 'Power' button until the Startup Option screen appears.

STEP 4    

Press "369" on the remote control to trigger refresh box setting menu.

STEP 5    

Press "OK" to proceed. The box will be refreshed to the original setting.

STEP 6    

New Installation Settings page will appear.    

Click here for the guides to complete the setup.

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, you can purchase Astro First and Astro Best content by using the app and web. Refer below for the steps to purchase movies via this app and web. Thereafter, you can watch them on Astro Go.

This error indicates that you have reached the maximum number of simultaneous video streams across devices for one (1) account. To stop seeing this error, please stop streaming on one of your other devices.

• If you have recently purchased your Astro pack or made any changes to your pack on or after 9th November you can stream on two (2) concurrent screens

• If you have not made any changes you can stream on four (4) concurrent screens.

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

Connect your PVR to Wi-Fi and enjoy access to our library of Video On Demand. Replay old seasons, catch-up latest episodes of your favourite shows, anytime you want. To connect your PVR, follow the steps below depending on your box type:

(a) Wi-Fi Enabled PVR (DMT5)

·      Press the “Home” button and select “Settings” > “Network” > “Wi-Fi”

·      Allow the PVR to scan Wi-Fi networks available and subsequently choose your home Wi-Fi network > Enter your Wi-Fi password if required

·      Once connected, the icon below will appear on the screen.

‍
      Tip: Use the alpha-numeric keyboard on your Astro Remote to key in your password

·      Press the “Home” button and select “On Demand” to start watching videos on demand!

‍

(b) Non-Wi-Fi Enabled PVR (HD PVR)

There are two ways to connect your HD PVR decoder to your home Wi-Fi
(i) Using the Ethernet (LAN) cable 
 

·       Plug in the LAN cable from your modem into the PVR network port

·       Once connected, the icon below will appear on the screen

·       Press the “Home” button and select “On Demand” to start watching videos on demand!

(ii) Using an Astro Wi-Fi dongle as per shown below

Step 1 - Plugin the Wi-Fi dongle into the front USB part of your PVR decoder.

Step 2 - A prompt will appear stating "Do you wish to connect to a wireless network?", select "Yes, continue."

Step 3 - Once connected, the Wi-Fi icon will appear on the screen. Now you are ready to download and enjoy Astro's on demand entertainment.

Step 4 - Press the “Home” button and select “On Demand” to start watching videos on demand!

*The Wi-Fi dongle is only applicable for the non-Wi-Fi enabled PVR (as per the picture).

1. Ensure power cable  is connected tightly.

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.

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%.
 

If you have a random Astro power cable, remote control or old box lying around at home, 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.

For all recycling-related questions, please click here.

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.

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.

STEP 1    

On your remote, press the ... button and the Channel Guide page will be displayed on your screen.

STEP 2    

Select the channel you would like to unlock and press "OK".

STEP 3    

Select "Unlock Channel" and press "OK".

STEP 4    

Enter the PIN to unblock the channel.

STEP 5    

You are successfully unlocked the channel when this screen appears.

For customers with the Ultra or Ulti Box, you are required to return only the Astro box along with the Smart/SIM Card. There  is no requirement to return the remote control, power cables or satellite  dish/outdoor unit (ODU).

For customers on other Boxes, you are required to discard them (and their accompanying devices such as the Smart/SIM Card) only at registered collection centers for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection center near you.