Yes, you may enhance your existing pack with desired content, app and service add-ons via My Astro App or My Astro Web.

STEP 1: Log in using your Astro ID
STEP 2: Go to Account
STEP 3: Tap on Subscription
STEP 4: Tap on Add-ons
STEP 5: Tap on Manage your add-ons to view other steaming apps you are not subsribed to
STEP 6: Tap on the steaming app you wish to add on
STEP 7: Tap on Confirm Order

Not to worry, you will only need to verify your Astro ID once. After that, you may log in to your account as usual.

The Ultra Box is Astro's latest generation of 4K UHD enabled box with Cloud recording feature, redesigned new interface, and UHD resolution. Just connect the all-new Ultra Box to the internet and take control of your entertainment and explore over 100,000 videos that are waiting to be streamed, anytime. With the ability to record as many shows as you want simultaneously.

The new interface on Astro Ultra Box offers an enhanced viewing experience with a brand-new look and feel with features such as:

· New Home Screen - Everything you see is yours

· Discover VOD - Discover 100k videos, stream anytime, anywhere including in 4K UHD

· Search - Search faster and easier

· Play from Start - You missed the start? Just restart

· Stop Here, Continue There - Stop on one screen and continue on another device

· Multi-Screen - Stream seamlessly across any device

· Cloud Recording - Record all the programmes you want at the same time

. **Continuous viewing - Enable to continue watching your favorite shows during raining

Note: ** Except 4K UHD, Astro First and all radio channels

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 subscribe to the Astro X3 packs through the following channels:

i. Customer Support: Astro Customer Service, Sales Representatives, or visit Astro Stores for assistance.
ii. WhatsApp: Reach out to our sales agent by sending “Hi” to 03-95433838, select Sign Up, and Connect to Agent.
iii. Astro Official Website: Visit https://product.astro.com.my/tv , choose the Astro X3 packs, and complete the sign-up to start streaming instantly.

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.

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

To set up a Mesh WiFi network around your house, the Mesh unit will need to be paired with the WiFi router. Steps to pair these two devices are as follows:

i. Place the Mesh unit close to the WiFi router (within 2 meters) and power it on

ii. After the Mesh unit starts up, press and hold the WPS buttons of the Mesh unit and the WiFi router for 3 - 5 seconds in turn within 2 minutes

iii. After the WLAN and Internet indicators of the Mesh turns steady blue, the Mesh is connected to the Internet

iv. Move the Mesh to the desired place where you need to expand WiFi and power it on. After the Internet indicator turns steady blue, WiFi is expanded successfully.

No as the account must be in

‘Active’

status to proceed with the termination.

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

No, if your account is suspended or disconnected, you will retain your existing subscription when you reconnect.

Visit https://product.astro.com.my/box or check out our user guide for a quick and easy way to get started!

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.

Moving forward, all customers on any Bundle which includes Movies Pack, those with the Movies Add‑On, customers subscribed to the HBO Pack Add‑On, as well as customers on the Astro One Epic Pack who wish to continue enjoying HBO content can subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month.

When Band Steering is enabled, only one SSID network name with one password is available. Example:

i. SSID: SSID, Password: 12345678

If you are currently on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may switch your current Asian Favourites selection to Viu Premium via the
My Astro app or myastro.astro.com.my. Simply go to the "Account” tab and scroll down to the
“Subscription” section. Select “TV Pack” > “Add-ons” and then click the “Switch” button.
Alternatively, you may also reach out to us via WhatsApp by typing “Hi” at 03-9543 3838 to
make your switch to Viu Premium.

Below are the details of the Sun NXT pricing options for Astro customers.

For customers with the Ultra or Ulti Box, please ensure to provide your latest contact details to our Astro agent during the call to terminate your account, this includes your mobile number and house address. If you still need further help, please contact us at 03-9543 3838.

- Credit or Debit Cards
- Visa
- Mastercard
- Maybank2U - Pay using your Maybank2U account
- FPX - Pay using any local bank account via FPX
- E-Wallet - Touch "n Go

Your account number will be used to identify/verify you for all After Sales-Services. You may also use your mobile number/ Astro smart card number/ NRIC number or Astro Box number.

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

All streaming apps will be made available on the Ultra Box first, followed by the Ulti Box. If you would 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 for assistance.

HBO Max is a brand-new streaming service in Southeast Asia, Taiwan and Hong Kong, raising the bar for quality entertainment. Offering a collection of blockbuster movies, groundbreaking series, iconic hits, best-in-class real-life stories from food, home, lifestyle and documentary, as well as family favourites. Dive into beloved brands and franchises like HBO, Harry Potter, the DC Universe, Cartoon Network, Warner Bros., Discovery and beyond. HBO Max delivers exclusive stories and elevates the streaming experience.

Astro Cloud is a virtual storage that allows you to record and watch your favourite TV shows on Astro GO anytime, anywhere. Customers can enjoy 200 hours (500 GB) of cloud recording on Astro GO web and mobile app, and on your Astro Box (if applicable) at no additional cost.

To check your remaining Cloud storage space, go to Settings > My Devices, you will find your cloud storage information here.

You can upgrade your storage to a total of 1,500 hours (4000gb) with the Astro GO+ add-on for RM 5.99/month.

Kindly visit https://myastro.astro.com.my/ or call us at 03-7490 8102 to upgrade your storage plan.

Any Astro GO compatible device (mobile/tablet/PC) and Multiroom Smart TV* compatible TVs will benefit from Astro GO+.

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

Unfortunately, downloading of content is not a feature that is currently available.

If you're still having trouble activating your Prime Video subscription, please reach out to Astro Customer Service for help:

1. Sending a WhatsApp message with "Hi" to 03-9543 3838 for assistance.
2. www.astro.com.my/contactus/form

Astro wants to give our members the convenience of having all their favourite series, exciting originals, vernacular signatures, live sports and local blockbuster movies in one place. Astro customers will be able to enjoy greater convenience by having Netflix bundled with their Astro subscription, consolidating the subscriptions, and providing easy access for payment in a single bill, at the best value.

Astro SuperSport channels have been updated to make it easier to recognize the channels by the sports they feature, such as Astro Premier League, Astro Football, and more. All channels will be updated based on your subscription. Find out more

Your purchase will be reflected on your next monthly Astro bill. For example, if you rented a movie for RM 15.00 for 2 days and your next bill statement is in 2 weeks. RM15.00 will be reflected in your Astro subscription bill in two weeks' time.

Yes, Astro is bounded by the PDPA. All information received will be used in accordance with our Privacy Notice

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.

You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase

Payment via cheque will take 3 - 5 working days to be posted. If you require faster payment posting, we recommend you to pay online via Astro Quick Pay.

We would need you to run few tests in order for us to understand your issue and to assist you in fixing the problem.

You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

1. Please run each of the tests according to your your Laptop/PC Software.
2. Compile the pictures / screenshots of your test results in one file (i.e Microsof Word document, PDF file) and attach them in the Support Ticket below in order for us to assist you further:
   • List of websites effected.
   • Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
   • Run the Traceroute Test - Please click here for Traceroute Test guideline.
   • Run the Ping Test - Please click here for Ping Test guideline.
3. 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.

No there will not be any penalty.

For the Multiroom subscription on a box setup, if your subscription is within the 24-month contractual period. Then a pro-rated penalty of RM600 will be applied for any Astro box except for Ultra Box, which the penalty will be RM1,000.

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.