No, you do not have to prepare any documents before handing your equipment over to the courier agent/installer! All you must do is get your equipment ready before the courier agent/installer arrives to ensure a smooth handover process.

Yes, you may return Astro equipment even after being charged for the box fee.
Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.

After successfully returning the box, Astro will proceed to waive off the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.

You may cancel your ZEE5 Premium subscription here. Kindly note that we will not be able to offer a refund if you do decide to leave the ZEE5 app before your subscription period ends.

The Astro Fibre App is supported on all iOS devices version 16 or later and Android devices version 9 or later. To download the app, you may visit your mobile app store and search for “Astro Fibre App”. Alternatively, you may install the app on your mobile device by clicking here (Google Play Store) or here (iOS App Store).

For TV packs only, 24-months contract commitment period. However, if in addition to the TV packs, if you would like to also sign-up for Broadband, the contract commitment will be 24 months as well. If you're an existing customer, your existing remaining contract duration (if any) will not be carried over to the new contract except for existing Disney+ (3 Months Pack) and Multiroom subscription contract durations which will be carried over upon the migration to new packs.

Note: If you are subscribing to a bundle pack which includes Netflix or Disney+ for the first time, you are required to maintain the respective app as part of your bundle selection for a minimum of 12 months, otherwise a cancellation fee will apply.

Youou may visit and follow the steps shown in https://biz.astro.com.my/home-resources/astrobiz-selfcare-user-guide to create you Astro ID.

f you decide to switch your existing Asian Favourites selection to Viu Premium, your current
selection will no longer be valid. This means that you will no longer be able to access any
channels or apps that is part of your current selection.

However, if you wish to remain with your existing Asian Favourites selection and enjoy Viu
Premium, please refer to Q8.

Yes. The TVBAnywhere+ app can be downloaded on compatible mobile device via the Apple App Store or Google Play Store. Once installed, customers can log in with their Astro ID to access the app.

To reconnect your Astro account, please check your Account status, Bill Summary and pay on Astro Quick Pay. Your disconnected services will resume within 1 hour after you have paid your "Total Overdue Charges"

You can view your iQIYI entitlement & payment details in the app by follow these steps:
Step 1: Go to the Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)

After following these steps, you will be able to view your entitlement expiry date, next payment date & payment method.

Unfortunately, you can't watch on My Astro. However, Astro customers can watch their favourite shows anytime, anywhere using the Astro GO app which is included in their subscription.

You can still download the My Astro app to browse our latest content, rent movies, receive reminder for new shows, and claim exclusive rewards that is related to our content.

📺 Not sure what to watch?

📱 Download the My Astro app to:
- Discover trending shows & movies
- Search by category or title
- Get notified on new shows

You can have up to five (5) devices registered to your account at any given time. However, you can only stream from one (1) device at a time.

There are no extra charges as it is a value-added service introduced provided for your convenience.

Yes, your complimentary access to the Sun NXT Lite app will continue even after upgrading to the Astro One Epic Pack.

• 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

You can create up to 5 (five) profiles per account for either HBO Pack with HBO Max Standard or HBO Pack with HBO Max Premium app subscription. Each profile can be customised as kid-friendly by adjusting the settings during the profile creation process. Profiles created for kids will only feature content that is suitable for children under 12 years, irrespective of your membership plan.

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

Starting 20 December 2022, Astro customers will be able to enjoy the iQIYI app as an add-to-bill service for an exclusive price via Astro and enjoy the app on their Ultra/Ulti Box, mobile app and website.

Unfortunately, this Astro Fibre App is only supported with RG21 or RG31 (launching soon) router. For any enquiries, please contact our Customer Contact Centre at 03 – 9543 1543 and an Astro agent will be available to assist you immediately.

For any transaction, you will be prompted with a push notification alert to replace SMS OTP. Tap on the push notification to view the secure verification screen, that allows you to "Approve" or "Reject" the transaction within 50 seconds. Rejected transactions will not be processed. If transaction is performed from a different device, the push notification alert will still be sent to your SecureGo registered device for approval.

The 2 months of access will expire exactly two months after your account is activated. For example:

• If you activate on 24 April 2025, your access will expire on 23 June 2025.
• If you activate on 10 May 2025, your access will expire on 9 July 2025.
• If you activate on 23 June 2025, your access will expire on 22 August 2025.

You can access the self-help service 24 hours a day for the following:

1. Check account balance.

2. Refresh your Smartcard if your account is active but TV screen displays "This channel is not included in your subscription" or "We apologise for the service interruption".

3. Check application status.

4. Guide on Self Service troubleshooting guide via SMS Link.

5. Check trouble ticket appointment announcement.

6. Apps Related Self Service login & Activation guide via SMS Link.

7. Apps Related FAQ Details via SMS Link.

Yes. You may subscribe to Disney+ through Astro even if you already have an existing Disney+-billed subscription.

a. If you subscribe to the same or higher Disney+ plan through Astro and activate it using the same login credentials (i.e. email address or mobile number and password) associated with your existing Disney+-billed subscription, your existing Disney+-billed subscription will be automatically paused by Disney+ for as long as your Astro-billed Disney+ subscription remains active.

For example:

• Disney+ Standard (Disney-billed) → Disney+ Standard (Astro-billed)
• Disney+ Standard (Disney-billed) → Disney+ Premium (Astro-billed)
• Disney+ Premium (Disney-billed) → Disney+ Premium (Astro-billed)

b. If you subscribe to a lower Disney+ plan through Astro, your existing Disney+-billed subscription will remain active and your Astro-billed Disney+ subscription will be treated as an additional subscription. In this situation, you may end up with more than one Disney+ subscription.

For example:

• Disney+ Premium (Disney-billed) → Disney+ Standard (Astro-billed)

If you wish to make changes to or cancel your existing Disney+-billed subscription, you will need to contact Disney+ directly.

No, the eKYC verification process must be done by the individual themselves, using their MyKad and selfie in real-time.

You can access your Prime Video Account on up to three (3) devices at a time (including your Ultra/Ulti Box), have up to 6 different profiles. However, you are only able to stream 2 devices concurrently for a single show/movie. To ensure a smoother streaming experience, please sign out from any unused devices.

Yes, the current service tax law does not exempt services provided to customers residing in Labuan, Langkawi, and Tioman.

Effective from the bill date 9th July 2024 onwards, the Service Tax for the Broadband Bundle/Fibre Bundle will be streamlined at a rate of 6%. The prorated adjustment for your Pay TV subscription will be calculated based on 6% service tax rate on your next bill, following your current subscription's tax rate.

Please ensure that your mobile number is up to date in our database to ensure that payment reminders are sent to the right person.

You can do so via:

1. Astro Self-Service Portal

2. Call our Customer Call Centre (CCC)

**Only account holder can update the mobile number

You can cancel your WeTV VIP subscription via WeTV’s official website or mobile app.

Kindly note that we will not be able to offer a refund if you do decide to leave the WeTV app before your subscription period ends.

The TVBAnywhere+ app offers over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals that can be enjoyed anytime, anywhere. It also features exclusive dramas, known as TVBAnywhere+ Originals, such as

Ghost Cleansing Ltd

and

OPM

, which are available exclusively on the app. In addition, the app includes selected movie titles for on-demand viewing, providing more flexibility compared to the TVB channels on Astro.

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.

You may report the incident on WhatsApp at 03-9543 3838 by typing PNP and our access our user guide or request for further help from our dedicated agents. Please have your Airway Bill tracking numbers ready for validation.If a replacement box/Astro SIM card is deemed necessary, a new Box and a new Astro SIM card will be couriered to your service address.

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.

Astro customers can make payments via My Astro app, Auto-debit, WhatsApp,Astro Quick Pay and other authorised payment channels withoutsurcharge for the easiest and fastest way to pay their Astro bills.

Bill payments at selected petrolstations, convenience stores, retail/mobile shops, kiosks, and e-Wallets, may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (Razer), ATX, MobilityOne and e-Pay.

The surcharge is imposed by third-party payment collection partners for services rendered.

You can refer to all our payment options below. Those marked with ‘*’ will be subject to a surcharge by appointed collection agencies.

A. ASTRO SELF-SERVICE METHODS

My Astro App:

1. Download My Astro app
2. Login with 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.

My Astro Web:

1. Alternatively, you can use the web version
2. Note: We recommend downloading the My Astro app for a better experience

Astro Quick Pay:

1. Visit pay.astro.com.my.
2. Just enter your 10-digit Astro Account Number and proceed with the instructions that follow.
3. Note: You will not be able to view your payment history on WhatsApp. For a better experience to manage your bills (To view your payment history), you can download the My Astro app.

B. OTHER HASSLE-FREE METHODS
Auto-Debit: Click here for step-by-stepinstructions on how to activate auto-debit payment via My Astro app.

JomPAY: Look for the JomPAY logo on your latest bill, log into your preferred online banking platform, and submit your payment details.
• Biller Code: 9639 (unique to Astro only)
• Ref-1: <10-digit Astro account number> (E.g. 08XXXXXXXX)


C. BANKS

Maybank:

• ATM
• Online banking

Visit maybank2u.com.my for more information.


Public Bank:

• ATM
• Cash Deposit Machine & Cheque Deposit
• Online banking

Visit pbebank.com for more information.


Bank Simpanan Nasional:

• ATM
• Cash Deposit Machine
• Online banking
• SMS banking
• BSN Ejen Bank Berdaftar (EBB)
• Over-the-counter payments

Visit mybsn.com.my for more information.


Agrobank:

• ATM
• Online banking
• Over-the-counter payments

Visit agrobank.com.my for more information.

D. e-WALLETS

ATX*
Boost, GoPayz, KelantanPay, Zcity (GEM REWARD), SabahPay, Tapay, GoPay,MerchantTradeMoney, ToneGroup, Elinking, Mpay, Mcash, and other various smaller wallets.

e-Pay*
Touch n Go (TnG), Grab Pay, Shopee, BigPay, True Money

E. OTHER METHODS

Associated Retailers:

RMS (Razer/ MOL)*
7-Eleven, 99 Speedmart, Caring Pharmacy

ATX*
RedONE Shop, Mobile Money, Runcit Hero (telecommunication shops), Parcel Hub (courier shops), Kiosk, DHL

Mobility One*
Kedai D’mart, Happy Mart, Pasaraya Sakan, PusatKomuniti Desa (PKD), Aeon Big and various sundry shops

e-Pay*
Petrol stations (Petronas, Shell, BHP, Caltex, Petron), KK Mart, Mydin, MyNews, SenHeng, Hai-O, Giant, TF ValueMart, Billion, Big Pharmacy

💳 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

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.

Customers who downgraded their package from Astro Broadband Bundle/Astro Fibre Bundle to Astro TV Pack only will be charged 8% Service Tax effective 1^st March 2024 onwards. Any adjustment or proration charges incurred before the downgrade will be calculated based on 8% service tax in the next bill, in line with the latest package downgrade.

Visit the app store on your Smart TV and search for the Astro Smart TV app to download it.

For Astro Ultra Box or Ulti Boxes, there will be an itemised charge of "Box Fee” stated in your Astro bill.

You must subscribe to an Astro subscription (NJOI customers are not eligible) in order to get the Ulti Box.

The eligibility criteria for the Ulti Box are as follows:

New Customers

All new Astro customers with a monthly subscription fee of below RM100 will be entitled to select the Ulti Box upon signing up for Astro’s packages.

Existing Customers (Box Upgrade for Primary or Multiroom)

Existing customers are required to have an internet connection at home with a recommended internet speed of 10Mbps and above in order to upgrade your existing box to Ulti Box.

Note:

· Existing Ultra Box customers are not eligible for a swap to the Ulti Box.

· If your existing box is a PVR, you will lose access to all the recordings stored in the PVR

Multiroom (New subscription)

Customers subscribing for an additional multiroom subscription are entitled to select the Ulti Box as part of the subscription.

Astro X3’s no-contract option is part of our upcoming offering to give customers greater flexibility and control over their viewing experience.

It is designed with simplicity and ease in mind—allowing customers to sign up, pause, or cancel at any time. More details on how it works and what’s included will be shared soon.

Stay tuned for updates!

Please check SMS received on the unsuccessful payment status and should you require further clarification contact your issuing bank for clarification or contact us via WhatsApp.