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.

Yes, you can. Once you update your email address, your next e‑bill will be delivered to the new email address you’ve provided. It’s important to make sure your email address is accurate so you can continue receiving your monthly e‑bill without interruption.

Click here for a step‑by‑step guide on how to update your email address.

Call our contact centre 03-9543 3838 or visit us at astro.com.my.

To enjoy full premium access, simply add RM10 to upgrade your Sun NXT Lite subscription to
Sun NXT Premium.

Yes, you can. Click on Menu > Language and choose your preferred language. Then, click “SAVE”

Yes, for customers on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may remain with your current Asian Favourites selection: Chinese, Indian or
Indonesian. If you would like to add Viu Premium to your bundle, you may do so for only
RM8.40/month (RRP: RM21.90). Please reach out to us via WhatsApp by typing “Hi” at 03-9543
3838 to add Viu Premium to your subscription.

Yes, provided that your Plug & Play Box has not been activated and no later than 7 days upon receiving both the Plug & Play Box and Astro SIM card. In the event that you have activated your Plug & Play Box and wish to cancel, a contract penalty fee will apply.

We will reach out to you for a suitable time to pick up the Plug & Play Box and Astro SIM card.

When you have reached the duration (years) needed for the upgrade, we will upgrade you into your new tier and your shiny new rewards will appear in the My Astro app. You are still eligible for all the rewards from previous tiers too.

Yes, we will schedule for the equipment collection after you have discontinued Astro & Broadband services. If equipment is damaged or lost, penalty fee of RM 530 (inclusive of Govt. Tax) will be charged.

Sun NXT offers content in six different languages: Tamil, Telugu, Malayalam, Kannada, Bengali, and Marathi.

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.

You can subscribe to Multiroom (Smart TV) through any of the following channels:

a) Online via the Multiroom page
b) WhatsApp “Smart TV” or call 03-9543 3838
c) Astro Stores

Service Tax will not be imposed on any CSR projects accounts. Any tax payable will be borne by Astro.

If you are unable to log in to the Astro Smart TV app, please follow the steps below:

1. Verify Your Astro ID Credentials

• Ensure you are using the correct Astro ID (email address/mobile number) and password.
• If you have forgotten your password, reset it via the Astro login page.

2. Check Your Internet Connection

• Ensure your Smart TV is connected to the internet.
• Test your internet connection by opening another app on the TV.
• Restart your router and Smart TV if necessary.

3. Update the Astro App and TV Software

• Make sure the Astro app is updated to the latest version.
• Check that your Smart TV firmware/software is up to date.

4. Restart the App

• Close the Astro app completely.
• Reopen the app and try signing in again.

5. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install it again from your TV's app store.
• Attempt to log in once more.

If you are still unable to log in, proceed to submit report via WhatsApp or Feedback Form and provide:

• Smart TV brand and model
• Screenshot/photo of the error message
• Astro ID (email address used for login)
• Details of the troubleshooting steps already performed

This information will help the support team investigate and resolve the issue more quickly.

Yes. All TVBAnywhere+ add-on plans; VOD Zone, Channel Zone, and Premium allow streaming on up to 2 devices concurrently. This means you can enjoy your favorite content on two devices at the same time.

ZEE5 offers a wide range of exclusive content that is available only for ZEE5 premium members, which includes ZEE5 Originals, world-renowned Hollywood flicks, blockbuster Hindi cinemas, superhit regional movies across 18 different languages, American TV shows, documentaries, dubbed movies in regional languages and so much more. With a premium membership, you can enjoy all these exciting content with a seamless ad-free experience.

Please refer to the Welcome Card inside the Plug & Play Box package and scan the QR code. You may choose to watch either the self-installation video or the Augmented Reality (AR) Installation Video to activate your Plug & Play Box. You can also download the Installation Guide from the Astro Get Started Page.

Please install and activate your Plug & Play Box within 7 days of receiving your Plug & Play Box and Astro SIM card. If you are unable to activate your Plug & Play Box within 7 days, the Plug & Play Box will be automatically activated by Astro on the 8th day.

The billing and warranty of the Plug & Play Box shall begin on the same date of which the Plug & Play Box is activated.

In the event that you have ordered more than one (1) Plug & Play Box, please refer to the Astro SIM card letter (included with the Astro SIM card delivery) to match the right Astro SIM card to the respective Plug & Play Box. Each Astro SIM card has been paired with a specific Plug & Play Box, thus the correct matching of box and SIM card is required for it to work properly.

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.

Yes, eKYC verification is mandatory. In addition, this verification process helps to reduce manual handling of customer's personal information and secure against unauthorised usage.

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.

No, your subscription will be terminated at the end of your Astro billing date. Until then, you will still be able to access ZEE5 premium.

Astro is continuously improving our user interface and introducing new features to our platforms to ensure that your Astro experience is more seamless, efficient and user-friendly.

For details on our latest interface, Picture-in-Picture mode and auto-start interactive mode on Astro GO, please click here.

In addition, we have also recently introduced a new look to the Title Information Page, the ability to disable the Profile Selection Screen and adjustable auto-standby timing. For more information, please click here.

Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.

Starting 20 January 2026, all Astro customers can add on the TVBAnywhere+ app to their subscription via their Ultra/Ulti Box, the My Astro app or visit

astro.com.my.

Yes. You can activate your access anytime between 24 April 2025 – 23 June 2025 to get 2 months access to Prime Video at no additional charge.

Customers who subscribe to the HBO Max app as an ala carte add‑on via Astro after 1 March 2026 will have direct access to content such as HBO Originals, blockbuster movies, and exclusive series, all available via the app.

Step 1: At Astro Home, go to the app rail and select "beIN SPORTS CONNECT"
Step 2: Go to the Profile icon at the top of your screen and click "OK"
Step 3: A QR code will be presented on your screen. Use the in-app QR code scanner on your mobile device to scan the QR code
Step 4: Your TV screen will refresh automatically and you will be able to enjoy the beIN SPORTS CONNECT app on your TV!

You may manage your Multiroom (Smart TV) subscription via My Astro app. Download here or on your App Store or Google Play Store.

Please visit any of Astro’s digital platform that you would like to log into, such as Astro’s official website (www.astro.com.my). Then, create a new Astro ID using your email address or mobile number by clicking “No Astro ID? Create Now!”. After creating your new Astro ID, please use it to log into our digital platforms moving forward.

If you have an active Astro subscription, you may also link it to your Astro ID. Please click here for the guide.

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.

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.

After service termination of your Astro Fibre service, we will call you via your registered mobile number (up to 3 times over 3 days) to schedule an arranged pick-up by one of our Astro agents. Our agent will then come to your doorstep, dismantle the devices for you and retrieve them.

Note: Upon termination of your service, customers are required to return their old Astro Fibre devices to Astro. Failure to do so will incur a fee of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit - if applicable) for each unit. All prices stated are exclusive of Govt. tax.

No, your rewards cannot be transferred to another person or exchanged for cash.

Astro X3 offers a curated selection of entertainment and sports content designed to provide a great streaming experience. The availability of certain channels and programmes is subject to content rights and licensing agreements. We are continuously exploring opportunities to expand and align our content offering, with the aim of bringing more channels and content to Astro X3 in the future.

As for radio channels, Astro X3 is designed primarily for digital-first streaming households, focusing on video entertainment content. As such, radio channels are not included within the Astro X3 experience. Customers can continue to enjoy their favourite radio stations through dedicated radio streaming apps, which can be downloaded directly from their device's app store.

Yes. You can explore the My Astro app even if you’re not logged in. Click at “Continue as guest” to check out the app features before singing up or logging in.

However, if you're an Astro customer we recommend you sign up/login with your Astro ID for the best experience. Here's how to link your Astro account to your Astro ID.

Download My Astro app or visit the My Astro website.

The notification you receive will depend on the payment method you choose:
(i) My Astro Portal: e-receipt will indicate payment confirmation.
(ii) IVR: Payment status will be notified over the IVR and an SMS notification will be sent for successful transactions.
(iii) SMS: Payment status will be notified via SMS.
(iv) Call: Payment status will be notified via SMS.
(v) Customer Service Centre: Physical receipt will indicate payment confirmation.

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.

To redeem rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

Starting from 24 January 2025, Astro One Pack customers can add on Netflix ala-carte (comes with 24 months contract) plan to their subscription. This plan allows customers to choose from three Netflix subscription plans Basic, Standard, and Premium with a 24-month contract. This plan is offered at a discounted rate compared to the regular monthly Netflix add on, providing a cost-effective way to enjoy Netflix content.

Of course not! It is a value-added service introduced for your convenience.

For customers with Entertainment Plus, Movies Plus, Sports Plus, Premium 2, Premium 3, and Platinum Pack

1. Launch Netflix from the home screen or via remote control.

1. Click on Get Started

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account. Once successfully completed, all existing settings and watching history on your Netflix account will be brought over. If you are a new Netflix customer, create a new account by filling in your email address and a password for your new Netflix account.

1. In the next screen, you will be shown your default Netflix package “Standard”, you can choose to upgrade to “Premium” here.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

For Non-Entertainment Plus, Premium 2, Premium 3, and Platinum Pack Pack customers (New Netflix customers)

1. Launch Netflix from the home screen or via remote control.

1. Click on Join Now

1. Create a new account by filling in your email address and a password for your new Netflix account.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

Note: The Netflix plan will be defaulted to Premium, you may select ‘Change Plan’ to choose the ‘Standard’ plan.

For Non-Entertainment Plus Pack, Premium 2, Premium 3, and Platinum Pack customers (Existing Netflix customers)

1. Launch Netflix from the home screen or via remote control

1. Click on Sign-in

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account.

1. You will be able to start watching Netflix on your Ultra/Ulti Box once you log in.

While this technology has its benefits, different devices at home have different reaction and response to changes in signal strength and quality, and it's almost impossible to predict if they will make good band choices due to the interaction between the devices and the Wifi router. Some smart home devices also recommend that band steering is not used due to various reasons such as needing a constant consistent connection, ability to only connect to a particular band, registration of the respective MAC address, etc..

Example:

As single SSID is used, the device may remain on a weak 5GHz network instead of switching over to stronger 2.4GHz network.

Customers are given 90-days from their service termination date to return the Astro Box and SIM Card. If the box is not returned within this period, a “Box Fee” will be charged and appear as an itemized entry on their final bill when 90 days ended.

Please contact us through one of our platforms found here or Self-serve by logging in to Astro Self-Service Portal within 3-7 days before moving out and we will sort everything out for you!

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