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Yes, effective on bill date 9^th July 2024 onwards, customers who upgraded their package from Astro TV Pack to Astro Broadband Bundle/Astro Fibre Bundle will be charged 6% Service Tax. Any adjustment or proration charges incurred before the upgrade will be calculated based on 6% service tax rate in the next bill, in line with the latest package upgrade.

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

No, customer must submit the termination notice via Astro Hotline.
Refer here for details.

The contract period for TV packs will be 24-months upon sign up. In addition to the TV packs, if you would like to also sign-up for Broadband, the contract commitment will be 24 months too.

You have exceeded the maximum number of registered devices allowed. To manage devices on Astro GO, go to Settings > Registered Devices to view / remove devices from the list of registered devices to your account.

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

Please contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your card information from being misused in fraudulent transactions.

Yes, a switching fee of RM 10 will be incurred when you unsubscribe from Sun NXT Premium or downgrade your subscription tier. However, for customers unsubscribing from Sun NXT Premium via Astro's Self-Service Portal, this fee will not apply.

If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your entitlement.

If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can only be done via Netflix's Website, etc). This change will reflect in your next bill. From mid-December 2021 you may also cancel Netflix add-on through Astro Call Center.

The new Astro X3 packs and existing Astro One packs differ in how customers access Astro services and content, as shown below:

If you have NOT made any changes to your Astro pack on or after 9th November 2021, you can enjoy up to four (4) concurrent streams on Astro GO anywhere, anytime. However, if you have Astro GO+ as part of your subscription, you will be upgraded to four (4) concurrent streams.

You will be able to enjoy all the content on the iQIYI app immediately upon successful purchase from the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.

Your bill will be waived upon request.

1. Clearly indicate full name of Astro customer, contact number and Astro subscription account number when making each payment (e.g. on bank-in slips)
2. For Direct Debit, please contact your bank for standing instructions. Provide the full name of Astro customer and Astro account number. The Direct Debit service may not be available with all banks. Please check with your bank for confirmation of Direct Debit service.
3. Please inform us of any changes in billing address/information by contacting us via one of these platforms.

IMPORTANT NOTICE: To avoid any problems in payment processing, please pay only at authorised Astro payment channels

For payments made using credit cards, refunds will be reversed back to the respective card. Whilst payment made by cash and online banking will be made to the account holders bank account.

You may submit your request via Feedback Form with below information details based on your payment method from below option.

Feedback type : Payment/Billing
Issue : Refund – Termination of Account;
Refund – Excess Payment;
Refund – Wrong payment
Transfer credit balance

Below is the required details to fill up based on method of refund.

1. Transfer Credit Balance into other Astro Account

Astro Account Number
Account Holder Name

*Note: Please confirm the Astro Account is active and ensure account number is correct

1. Refund via local bank transfer

Bank Name
Bank Account Number
Bank Account Holder Name

*Note: Please confirm your bank account details and ensure its correct

1. Refund via Foreign bank transfer

Bank Name
Bank Account Number
Bank Swift Code
IBAN Code
Currency: E.g.: Dollar/Yen etc.

*Note: Please confirm your bank account details and ensure its correct

1. Refund via Credit Card

Card Type
Last 4 digits credit card number

*Note: Please provide the last four digits of the most recent credit card used for payment

Settlement of total outstanding balance is to be made prior to any of the request.

Yes, you can download selected content on the Viu mobile app for offline viewing at a later time
if you are a Viu Premium member. To view all the shows you have downloaded, please click on
the “download (downwards arrow)” button at the Home Page.

You may subscribe to add-ons via any of the platform listed below:

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.

No, it is not necessary to change to one of the new packs. Customers can continue to enjoy the entertainment experience with their existing packs.

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

You can access your ZEE5 Premium account on up to five (5) devices at a time, including your Ultra/Ulti Box. To ensure a smoother streaming experience, please sign out from any unused devices.

Yes. You can make payment using your credit card via My Astro Portal:

- For One-time payment: All Master/Visa 3D secured debit/credit cards for one-time payment issued by banks in Malaysia

- For Auto-Debit: All Master/Visa/AMEX debit/credit cards issued by banks in Malaysia

Yes, customers will be charged 8% Service Tax for packages purchased after 29th February due to the implementation of the 8% Service Tax starting 1st March 2024.

If you would like to transfer your existing HBO Max Account to be charged under Astro bill, please follow the steps below:

1. Cancel your existing subscription with HBO Max.
2. Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for HBO Max via Astro bill.
3. To subscribe, navigate to My Astro app page and clicked on “Manage your add-ons" where you will be able to manage all the streaming apps you are entitled.

You can add a new Netflix account to your bill through CH 741 or clicking the Netflix button on the remote control. Please enter the email address you would like to use for Netflix subscription and ensure the Billing partner is Astro.

If you would like to transfer your existing Netflix Account to be charged under Astro bill, please follow the steps below:

1. Cancel your existing subscription with Netflix

1. Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for Netflix via Astro bill

1. To subscribe, go to CH 741 and enter the email address used for your previous subscription with Netflix

1. Once successfully completed, all existing settings and watching history on your Netflix account will be brought over

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

You will be able to watch the same video on demand content on your Ultra/Ulti Box as the ZEE5 mobile app or website. However, ZEE5 live channels are currently not available on the Ultra/Ulti Box. Please stay tuned for updates!

• Starting 1 March 2026 - Astro Showtime (CH 411), Rock Action (CH 414), and Rock X Stream (CH 415) will be available to customers
• Starting 1 April 2026 - Astro FAM Time (CH 412) will be available to customers

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.

For first‑time access, logging in or signing up for Netflix before the service is fully activated may result in double charging if Netflix is activated separately using your credit card.
If you’re having trouble watching Netflix, please check the following:

1. Ensure your Ultra / Ulti Box is connected to the internet
2. Restart your Ultra / Ulti Box and try accessing Netflix again

Note: If the issue persists, please contact us for further assistance.
You may also access Netflix directly via the Netflix app on your TV, if available.

It will take around 10 to 15 minutes before you are able to view your purchase.

All Astro equipment is property of Astro and as per our current Terms and & Conditions, customers are required to return them upon termination of Astro services.

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 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

For self-installation, in your first bill upon activation of your Plug& Play Box, the activation fee will be included as a separate line item in your bill alongside the subscription fee.

If you choose to install the Plug & Play Box via installer, you can pay the installation fee and activation fee directly to the installer upon installation. This will be reflected in your next bill itemised as setup fee.

Viu Premium members can enjoy ad-free viewing, unlimited downloads for offline viewing, full
HD resolution and priority/exclusive access to content!
As a Viu Premium member, you will be able to enjoy the benefits below:
a. Premium Shows
b. Ad-free viewing
c. Unlimited Downloads
d. Malay Subtitles
e. Watch On TV
f. HD Streaming
g. Exclusive Viu Originals
h. Cast videos from mobile device to TV

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

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.

No, the courier charges are borne by Astro for the retrieval of the box and Smart Card/SIM Card.

There will be two attempts made to retrieve the box and you are required to be available at the agreed upon time.