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.

Video On Demand (VOD) is a new way of enjoying your Astro, for free* as part of your subscription. Here's what you can do by watching your show via VOD:

1. Pick and choose your show anytime of the day without needing to wait for your show to air.

2. Catch-up on episodes you've missed or binge-watch all episodes instantly.

3. Pause, rewind, or fast-forward to your favourite parts of the show.

4. Watch full uncut episodes.

5. No weather or other disruptions during your viewing time.

6. Browse our library of recommended shows for you based on your viewing history. Everything you see is free as part of your subscription.

7. To rent additional blockbuster movies on a pay-per-view basis, visit the "Store' section in our VOD library.

Download the Sun NXT app > Select "Profile" > Click on "Log in with Astro ID" > Click on "Do not have an Astro ID? Click here".

Customers who have activated the trial will be notified before it expires. They can choose to continue by subscribing at a price that will be disclosed later. If they are not interested, the trial will automatically expire after 2 months with no action required from them. Your Prime Video access will auto-expire, and you won’t be charged. However, please visit

https://product.astro.com.my/apps/primevideo

to stay updated on Prime Video.

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

No. When you log in to the new Disney+ app using the same email address or mobile number associated with your existing Disney+ subscription, Disney+ will match the subscription linked to your account, so you can continue using your current subscription without duplicate billing.

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

Yes, you can upgrade your internet speed. However, speed downgrade is not allowed.

Yes, effective 1st March 2025, your Astro subscription packs that are bundled with Netflix will have a price increase:

• Netflix Standard: An increase of RM4.50 (before tax) monthly will be applied.
• Netflix Premium: An increase of RM7.28 (before tax) monthly will be applied.
• Netflix Premium (Astro one Epic): An increase of RM2.78 (before tax) monthly will be applied.

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.

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

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.

Astro X3 Packs are available in two contract options:

1. 12-Month Contract Plan – Customers are required to fulfil a one-time 12-month contract commitment. There is no contract renewal required after contract expiry.
2. No-Contract Plan – Customers who prefer greater flexibility may subscribe to a no-contract option, which will be available from December 2026 onwards.

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

Yes, the Favourite channels will follow the latest channel list. Therefore, you will need to reset your Favourite channels.

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.

Yes, your information will still be available in the HBO Max app if you choose to sign in using the same email address as your current Astro login.

If you see this message, it means the maximum number of devices currently streaming on your Astro account has been exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop Streaming on Other Devices

• Check if Astro is currently being streamed on other devices linked to your account.
• Close the Astro app or stop playback on any unused devices.

2. Wait a Few Minutes

• If a streaming session was recently ended, it may take a few minutes for the system to update.

3. Try Again

• Return to your device and attempt to stream the content again.

4. Check Your Device Usage

• Go to www.astrogo.com.my or open the Astro GO app.
• Log in using your Astro ID and password.
• Review the list of registered devices.
• Remove a device that you no longer use.
• Return to your new device and try signing in again

If you are unable to remove a device or continue to see the error message, 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.

Note: Please be aware that only one Smart TV device is allowed per account at any point in time.

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.

The fee is a one-time activation fee that will be charged when you subscribe to the Plug & Play Box.

Prime Video is Amazon’s over-the-top (OTT) streaming and rental service that offers access to a wide range of content including, exclusive Amazon originals, blockbuster movies and hit shows.

Astro ID is the account you use to sign in and manage all your Astro services online. You can use your Astro ID for the following Astro apps and portals:

1. My Astro
2. Astro GO
3. HBO GO
4. Disney+
5. iQIYI
6. TVBAnywhere+
7. beIN Sports Connect
8. SYOK App
9. AWANI App
10. Astro Website
11. Ideaktiv portals

You can create an Astro ID using your mobile number or email address here. To secure your Astro ID, please proceed to next step and link the ID to your Astro account number (10 digits) or smart card number (12 digits).

You will receive SMS notifications upon successful sign-up with a delivery tracking number for the Plug & Play Box and the Astro SIM card.

Astro Multiroom is a 2nd Astro subscription that mirrors all the channels on your primary Astro at a discounted monthly fee. You can now enjoy Astro on different TVs in different rooms.

No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

To check your account balance for your Astro bill, you can do it through My Astro. Here's how:

1. Download the My Astro app or visit My Astro web
2. Login using your Astro ID
3. Go to Account > Bills
4. You will be able to see your latest account balance, make payment, download bill statements, and view payment history all in one place

Alternatively, if you only want to check your account balance, you can do so with the steps below (Note: Method below is only for account balance viewing, not payment)

Step 1:
Type ASTRO<space>BAL<space>10-Digit Astro Account No.
Example: ASTRO BAL 08XXXXXXXX

*Standard telco charges and Terms and Conditions apply

Step 2:
Send SMS to 66688

💳 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

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.

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.

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

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 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.

No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.

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.

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

From 1st July 2023 onwards, Astro will ONLY accept cheques deposited at Public Bank Berhad.

To simplify your monthly payments, here are some recommended alternatives you can look into.

• Auto-Debit
• Online Banking
• WhatsApp
• JomPAY
• Astro Quick Pay

To find out more on how you can make your payments via these channels, kindly visit here.

Should you choose to continue with cheque payment, do ensure that you follow these steps below.

Step 1: Fill in the cheque

Step 2: Ensure that your 10-digit Astro account number is accurately written at the back of the cheque

Step 3: Go to your nearest Public Bank

Step 4: Locate the Cheque Deposit Machine

Step 5: Select “Bill Payment” on the screen

Step 6: Select “Astro”

Step 7: Drop your cheque in

Step 8: Collect your receipt

To request for a move, you may choose to:

(The fastest way) Self-serve by logging in to My Astro and follow the steps below:

1. Download the My Astro app or use the web version of My Astro
2. Login using your Astro ID
3. Go to Account > Profile > Address
4. Tap on the edit icon on 'Service address'
5. Verify your identity via SecureGo or OTP
6. Fill in your new address and confirm your relocation
7. A support ticket will be created and we will be in touch

OR

Submit your feedback via below link: https://support.astro.com.my/feedback-form

1: Choose Feedback Type

• Type: Technical issues
• Issue: I want to enquire about installation/ relocation

2: Fill in the form and click “Submit” support ticket.

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

Yes, customers will be charged 8% Service Tax on switching fee for any services rendered on or after 1st March 2024.

You will receive an email within 45 minutes of payment made to let you know whether your advance payment is successful or not. If your payment has failed, you may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

In support of the environment, customers are encouraged to opt for bill statements delivered for free via email or SMS for better savings as the Paper Bill Charge will be revised from RM7.00 to RM10.00 per bill/month, starting 1st August 2022. The Paper Bill Charge will be waived for customers who opt for e-Billing as their preferred bill delivery method.

If you cancel your Astro X3 subscription mid-month while still under contract, the termination will take effect at the end of your current billing cycle. Your service will remain active until then, and no partial or prorated refund will be provided. And early termination fee charges may still apply.

However, refunds may be applicable if there is an excess credit balance in your account, such as an overpayment or duplicate payment. Any eligible refund will be processed in accordance with Astro's refund policy.