Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.

Astro GO+ is a service add-on that:

• Enables the simultaneous viewing of Astro GO for up to 4 users/devices.
• Increases the cloud recording storage from 200 hours up to 1500 hours.

After completing the subscription process in Q4, follow the simple steps below to access WeTV VIP on your Ultra/Ulti Box:
Step 1: Go to your Ultra/Ulti Box Home Page and select "WeTV" under the Apps rail
Step 2: Click "Log in" and scan the QR code on your TV with your mobile device to download/launch the WeTV app
Step 3: On your mobile device, create a new account or log in using your registered mobile number and click "Login Authorization" to pair your device to your TV
Step 4: Once pairing is complete, please press the back button on your remote to start enjoying VIP-exclusive shows!

Important note: Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription. Email login is not applicable for Astro Billing WeTV VIP customers.
*We highly encourage our customers to only use their device’s built-in camera to scan the QR code if available. Alternatively, only use QR code scanner apps that are from a trusted 3rd party provider. By using an untrusted QR code scanner app, you assume all responsibility for any damages or losses that may occur.

No, you will not be able to watch beIN SPORTS CONNECT content outside of Malaysia as the app is geo-blocked for each country.

No, we’re unable to proceed if request from 3

rd

party. We will need account holder to submit the request or an Authorization letter from account holder is required.

Multiroom (Smart TV) is a secondary subscription that allows you to enjoy your favourite Astro shows instantly in different rooms at the same time on your Astro Smart TV app. Subscribe to Multiroom (Smart TV) at a promotional price of RM14.99 per month (excl. any govt. tax), and simply download the Astro Smart TV app on your second TV screen to stream.

The monthly RM15 rebate (before govt. tax) will be applicable to all on-going Multiroom (Smart TV) subscriptions until further notice. However, in the event of rebate expiry, Astro will notify impacted customers in advance via email or SMS. To update your contact details, please reach out via a feedback form here.

To check on your termination status or date, you may:

1) Message us on WhatsApp at 03-9543 3838. Type Termination Status
2) Submit Feedback Form
3) Reach out via Astro Official Digital platform i.e. Facebook or Chat.

Our agent will provide the information you need.

No. However, if you cancel your Astro Pay TV services but resubscribe at a later date, your duration (year) with us will reset to zero and restart according to your new activation date. Your Astro Rewards tier will reset to Magenta.

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.

Most Astro customers are eligible to use the app, web, Ultra and Ulti boxes. You will only need to login with your Astro ID. Do note that your Astro ID must be linked to your Astro account to use the service. Click "Create now!' on the login page and you will be guided to create an Astro ID if you do not have one.

Download My Astro app or visit the My Astro website.

Yes. To change the language, go to the app’s side menu, then go to Settings and select the preferred interface language.

It will begin on 1st March 2024 and onwards.

Please ensure you:

a. Have your original identification card “MyKad” (Front & Back) with you (Malaysian).

b. Have your original Passport & Visa with you (Non-Malaysian).

c. Are in a brightly lit environment

Photograph or scan your payment receipt, and send it to one of our contact platforms found here.

The Astro Fibre App is a mobile application exclusively for Astro Fibre customers to allow them to schedule when each user can access the internet, content filtering that blocks harmful sites, Internet Security to protect against phishing and risky links, and Traffic Boost to prioritize calls, streaming, and gaming when it matters most., easy device management, amongst many other features for a better WiFi experience to keep your family safe and secure network.

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.

There will be no automatic migration. Customers will continue with their existing Astro plans as usual and may choose to subscribe to Astro X3 separately if they wish.

Discover thousands of movies and series you'll love, and we are continuously expanding. If you would like to enjoy more movies on top of your current subscription, press the

Home

button and select

On Demand

. Use the arrow keys to scroll to

Store

. Pick and choose to rent any movie for up to 48hours.

Netflix is available to IPTV customers on the Ultra Box and Ulti Box. Non-Ultra Box customers will not be able to access Netflix on CH741. Please upgrade to the Ultra Box/Ulti Box to access Netflix on the Ultra Box.

Subscribing to any of the Astro X3 pack will not affect your existing Astro plan. The Astro X3 pack is treated as a separate subscription, with a new account created under a different email address. Your current Astro plan and its services will remain active and unchanged unless you choose to terminate them separately.

Please reach out to the Viu team if you have any enquiries or require assistance with
the app. Their customer support is available from 9:00 am to 6:00 pm, Monday to
Friday (excluding Public Holidays).

You may contact Viu’s customer support team by:
1. Emailing to: e[email protected]; or
2. Call or WhatsApp them at 018 - 9429950 ; or
3. Reaching out to them via Facebook: https://www.facebook.com/ViuMalaysia/

If you would like to contact Astro, you may reach out to our Customer Service Centre by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching out to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

In your first Astro bill, the first month's bill will be deducted accordingly excluding tax. You will still need to pay the full tax amount for your first month as per your first month's bill.

Note: Advance payment is only applicable to Astro TV pack purchases. If you subscribe to an Astro Fibre + TV bundle, only one month of your TV subscription fee (excluding tax) is required to be paid upon sign-up. The full tax amount and the first-month subscription fee for Astro Fibre will be paid on your first month's bill.

The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.

No. The Sun NXT app subscription is currently only accessible within Malaysia.

Your cloud recording space will revert to 200 hours by default. If your current recordings exceed 200 hours, the system will delete the exceeded hours once you have stopped the Astro GO+ subscription starting with the oldest recordings first.

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.

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.

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.

The "coming soon" label on some streaming apps on your TV and the "Apps" page of Astro's website allows our customers to stay on top of new launches as they happen! Stay tuned for these upcoming streaming apps so you can access even more content that you love from across the world.

No, the 12-month contract will not automatically renew. Customers are only required to serve one contract cycle, and there is no contract renewal.

The entire eKYC verification process may be completed within 5 minutes.

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.

You can request for a password reset by clicking on "Forgot My Password' at the login page.

If your technical issue remains unresolved after completing the recommended troubleshooting steps or seeking assistance from customer support, a technician can be arranged to visit. The applicable charges are as follows:

i. In-contract customers: Free of charge (FOC)
ii. Out-of-contract customers: RM65 per visit.

Once you have received the eKYC link, you need to complete the verification within 3 days.

You will be able to check your balance, switch to e-billing, request for payment barcode and request for reconnect at standard telco rate.

For technical visit, the current fees will remain unchanged i.e.: 8% Service Tax absorbed by Astro. As for installation fees, current fees will remain unchanged i.e.: 6% Service Tax has already been included in installation fees, as 2% will be absorbed by Astro.

Please ensure that:

a. Your Astro subscription includes Disney+. You can verify this via My Astro app or web under Manage Subscription → Add-ons.

b. Your Disney+ subscription has been activated. You can check the activation status via My Astro app or web under Manage Subscription → Add-ons.

c. You are using the correct email address or mobile number associated with your Disney+ account.

If you continue to experience login issues, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

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.

If your Astro service is suspended, your Disney+ subscription will be paused and will only resume once your Astro service has been reinstated.

If your Astro service is terminated, your Disney+ subscription through Astro will also be terminated.