Starting 7 October 2026, Disney+ will transition to a new Disney+ app experience. Astro customers can continue enjoying Disney+ via Astro with no changes to their Disney+ subscription or monthly fee.

Customers who stream via Astro Ultra or Ulti Box will have the new app made available automatically, while customers who stream on personal devices will simply need to download the new Disney+ app to continue watching Disney+.

Existing customers can sign in using the same email address or mobile number associated with their existing Disney+ account.

For further information and support relating to the Disney+ app experience or app-related features, please visit the Disney+ Help Centre.

Please refer to these FAQs for more information, or click here to learn more and sign up for the Ultra Box. Alternatively, you may call 03-7481 8000 to get in touch with an Astro representative.

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 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.

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 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.

You will receive two SMS notifications with tracking numbers separately from the courier service, one for the Plug & Play Box and one for the Astro SIM card. Please expect these SMS notifications to be sent to you within 2-3 working days upon successful order submission (online or via retailer).

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:

To access the app, please ensure the following:
You are an existing Astro Fibre customer, and you have a valid Astro ID and password to log in.

If you still cannot access the app:
Make sure you have the latest app version from the App Store/Google Play Store. If it is not the latest versioan, please update the app and try again.

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis.

Please note that your default pin is 0000 to make any purchases.

*Entitlement is based on subscription package.

Not to worry, our representative will be contacting you within 24 hours.

You will be contacted by an Astro representative within two working days to advise you on the next course of action.

Refund can be made when there be a termination of account, over payments and in cases where payment was wrongly made to another Astro account.

Advance payment can be made via credit/debit card or online banking.

To be eligible, you'll need to be an Active Astro Pay TV customer with a valid Astro ID.

An Active Astro customer refers to a subscriber of the Astro Service, whose account is current and active with no outstanding payments due 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.

Each account you hold is entitled to one (1) tier status based on the longest active smartcard.

SST of 6% and 8% will be applied accordingly to your bundle services:

1. 8% SST to Astro TV Pack
2. 6% SST to Astro Fibre

All new and existing Astro Pay-TV customers are entitled to Astro special price when they signup for iQIYI as a VIP member via Astro at www.astro.com.my/iqiyi.

Step 1: Click "Log in" and click "Forgot my password"
Step 2: Enter your email address and click "Submit"
Step 3: An email will be sent to your registered email address with further instructions on how to reset your password

Yes, you can continue to access Prime Video if you have an active subscription to the Epic or Movie packs, where Prime Video is included.

If you upgraded to a pack that includes Prime, you do not need to reactivate Prime Video. Streaming access will continue seamlessly.

If you downgraded from a pack that includes Prime Video, you will need to reactivate Prime Video to resume streaming and retain your watch history.

Your watch history is linked to the Prime Video account that was initially activated. Therefore, if you reactivate Prime Video using the same email address or mobile number used during the original activation, your previous watch history will be restored.

Note: If you are on any other pack, you will need to purchase Prime Video separately at RM25 month to continue enjoying access.

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%.

You can watch Disney+ through any of the following methods:

a. Astro Ultra and Ulti Box by launching the Disney+ app under the Apps rail on your Home page.

b. Personal devices (e.g. mobile phones, tablets and Smart TVs) by downloading the Disney+ app or visiting the Disney+ website.

You will need to log in using the credentials created during activation.

No, you will not be automatically switched to the new pricing. To perform a manual switch, please contact us at 03-9543 3838.

If you see the error message "There is No Internet Connection" while using the Astro app on your Smart TV, please follow these troubleshooting steps:

1. Check Your Internet Connection

• Confirm whether your Smart TV is connected to the internet via Wi-Fi or a LAN (Ethernet) cable.

2. Check the LAN Cable Connection (if using Ethernet)

• Ensure the LAN cable is securely connected from the router's LAN port to the TV's LAN port.
• Verify that the LED indicator lights on both the router and TV network port are active.

3. Test the LAN Cable

• Connect the same LAN cable to another device (for example, a laptop or another Smart TV).
• Check whether the device can access the internet to confirm the cable is functioning properly.

4. Reconnect to Wi-Fi (if using Wi-Fi)

• Go to your TV's network settings.
• Select your home Wi-Fi network and choose Forget Network.
• Reconnect to the Wi-Fi network by entering the password again.

5. Check Other Devices

• Verify that other devices in your home (such as smartphones, tablets, or laptops) can connect to the same Wi-Fi network.
• If all devices are unable to connect, the issue may be with your internet service.

6. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro app again and test the playback.

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.

Yes, if you’re a non-Malaysian living or working in Malaysia, your Astro Broadband Bundle/Astro Fibre Bundle are subject to the 6% Service Tax effective bill date 9th July 2024 onwards.

Please ensure that you are logging in with the correct Astro ID and password. If you cannot remember your password, use the “Forgot Password” option to reset.

If the issue persists, you can submit an enquiry through our feedback form here. Please refer to the steps below:

Step 1: Select Feedback Type: Technical issues
Step 2: Select Issue: I have an enquiry/issue with Apps

Then choose the app you’re having trouble logging into and submit the form.
We will get in touch with you within 48 hours.

Important: To use Astro GO, My Astro, and other partner apps included in your subscription, your Astro ID must be linked to an active Astro subscription. You can refer to the steps here to learn how to link your Astro ID.

Viu is available on the Ultra/Ulti Box for Astro customers to enjoy, as well as www.viu.com and
the Viu mobile app. If you have yet to upgrade to our latest Ultra/Ulti Box, please reach out to us
via WhatsApp by typing “Hi” at 03-9543 3838.

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 may view your latest tax invoice or bill via any of the platform listed below:

A. My Astro app

1. Download the My Astro app

2. Login using your Astro ID

3. Go to Account > Bills

4. You will be able to see your outstanding bill amount, make payment, download bill statements, and view payment history all in one app.

B. My Astro web

Alternatively, you can use the web version
C. IVR

1. Call +603-95433838

2. Press 1 for Account Related Queries

3. Input your 10-digit Astro Account no. or 12-digit MyKad no.

4. Press 2 for Payment and Billing

5. Press 1 to receive an SMS with your bill balance and a link to pay online

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

💳 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

The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.

It will begin on 1st March 2024 and onwards.

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.

There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.

1. Try loading the site on a different device.
   • Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.
   • If the website doesn't load on another device, the problem is either with the network
2. Restart your computer.
   • Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
3. Try loading the site in a different browser.
   • There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.
4. Temporarily disable your antivirus program.
   • Your antivirus software may be interfering with your ability to load certain websites.
   • Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.
5. Reset your modem and router.
   • Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.
6. Check your computer's date and time settings.
   • If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.
   • Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

In the event the problem persists, please provide below details for further escalation:

i. List of websites effected.
ii. Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
iii. Run the Traceroute Test - Please click here for Traceroute Test guideline.
iv. Run the Ping Test - Please click here for Ping Test guideline.

Once you've gathered all the results, kindly send them all through the Feedback Form below.

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.

Customers on the Astro Smart TV app can stream these two channels (CH549 Love Nature 4K & CH805 Astro Sports UHD) if their TV model supports 4K UHD resolution.

Kindly note that these Sony TV models do not support 4K UHD resolution:
a) Sony BRAVIA 4K GB
b) Sony BRAVIA 4K UR
c) Sony BRAVIA VH

*CH805 Astro Sports UHD is only available to customers with Sports entitlement in their subscribed TV Pack.

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.

Yes, you can check the status of your application through the My Astro website or app.

If you are currently receiving a paper bill, your billing delivery method will automatically switch to e-bill once your e-invoice request is accepted. This also means you'll be saving RM10 on paper bill fees. Please ensure that your email address is accurate.

Click here

if you wish to update your contact details.

You are attempting to play a content that is not part of your subscription. If you are not able to play a content that you are subscribed to, proceed to submit report via WhatsApp or

Feedback Form

.

Please disregard the reminder if payment had been made and do check if you have any outstanding balance on Astro Quick Pay.

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

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.

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)

All new and existing Astro Pay TV customers can subscribe to ZEE5 Premium for only RM10.80/month by visiting www.astro.com.my/zee5.

Please follow the steps below to subscribe:
Step 1: Go to www.astro.com.my/zee5
Step 2: Log in with your Astro ID
Step 3: Key in your email address and proceed to add ZEE5 to your bill
Step 4: Now, enjoy all your favourite shows on ZEE5!

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.

Please ensure that you have entered the correct email address or mobile number associated with your Disney+ account.

If you still do not receive the OTP, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

Watch this video or follow below steps to refresh signal of your Astro box

OR

Please ensure to put your box on standby mode to refresh the signal.

The fastest way is via My Astro:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Account
4. Tap on Subscription or TV pack
5. Tap on Rooms
6. For the box that you would like to refresh the smartcard, tap on 'Refresh box' button. This will refresh your Astro box signal

OR

WhatsApp
1. Message 'Hi' to us at 03-9543 3838
2. Click on Tap Here for Options
3. Select Help & Support
4. Type Refresh Astro Box Signal

-
📡 Experiencing technical issues?

📱 Download the My Astro app to:
- Perform self-troubleshoot
- Solve in a few minutes
- No need to call customer service