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.

The Viu free trial for Astro customers on the Ultra and Ulti Box has ended as of 8 June 2023. To
continue streaming all your favourite shows on Viu, switch to Viu Premium under the Asian
Favourites selection or subscribe for as low as RM8.40/month (RRP: RM21.90). Please refer to
Q5 to Q9 for more information.

The amount you're charged depends on:

• Your contract period and how long's left of your minimum term from the date your subscriptions end, calculated in months.
• Your current box type - Ultra or Ulti/Other Astro Boxes
• The packages you subscribe to, including App services such as Disney+ and Netflix

Yes, you may assign your family or friends to help you drop off the Astro box.

If you encounter this message while using the Astro app on your Smart TV, please follow the steps below:

1. Update Your Smart TV Software

• Ensure your Smart TV is running the latest software or firmware version.
• Check for available updates in your TV's Settings menu and install them if available.

2. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro Smart TV app again and test the playback.

3. Clear the Astro App Cache

• Clear the application cache on your Smart TV.
• Once completed, reopen the Astro app and check if the issue persists.

4. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install the latest version from your TV's app store.
• Open the app and test the playback again.

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
• Type of internet connection (Wi‑Fi or LAN)
• Screenshot/photo of the error message

This will help our support team investigate and assist you further.

All new and existing Astro TV customers can subscribe to WeTV VIP for only RM10.50/month by following the steps below:

Step 1: Go to www.astro.com.my/product/apps/wetv and select Get it now

Step 2: Log in with your Astro ID

Step 3: Key in your mobile number and proceed to add WeTV to your bill

Step 4: Once you have validated your mobile number via the OTP code, you will be able to enjoy VIP-exclusive shows on WeTV!

The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.

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.

The balance will be credited into your account, which will be reflected when you receive your next bill. The balance credit will be used to offset your bill balance.

No. The Sun NXT app subscription is currently only accessible within Malaysia.

Yes, there are five digital bill platforms available for all customers to check their Astro bills:

A. My Astro app

1. Download the My Astro app

2. Login using 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.

B. My Astro web

Alternatively, you can use the web version

C. Astro Quick Pay

1. Visit https://pay.astro.com.my

2. Enter your 10-digit Astro Account Number and follow the instructions to view your bill, account status, pay bills or add a billing reminder on your Google calendar.

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

D. IVR

1. Call +603-95433838

2. Press 1 for Account Related Queries

3. Input your 10-digit Astro Account no. or 12-digit MyKad no.

4. Press 2 for Payment and Billing

5. Press 1 to receive an SMS with your bill balance and a link to pay online

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

E. Auto-Debit

Alternatively, please register for Auto-Debit by following the steps here for hassle-free payments.

💳 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

Astro customers can enjoy a special offer of RM10.80/month (RRP RM14.90/month) including tax when they subscribe to ZEE5 Premium via Astro.

Your two-months Prime Video access begins on the day you activate your account.

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.

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.

After order submission, the Plug & Play Box and Astro SIM card will be couriered separately to your service address. The delivery dates with the tracking numbers will be communicated via SMS.

The Plug & Play Box and Astro SIM card should arrive within 3-working days after your order submission. You may self-install your box by following the guide here.

No, your existing add-ons will not be retained. When you terminate your current Astro subscription, all associated add-ons will also be cancelled. As the Astro X3 pack is a separate subscription under a new account, you will need to subscribe to your desired add-ons again, subject to availability under the new plan.

You may report the incident on WhatsApp at 03-95433838 by typing PNP and our dedicated agents will attend to your matter. Please have your Airway Bill tracking numbers ready for validation.

If a replacement box/Astro SIM card is deemed necessary, a new Plug &Play Box and a new Astro SIM card will be couriered to your service address.

No, please return your old Astro Fibre modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

Redemption should be done by the account holder. However, if the account holder is unavailable, immediate family members can make the redemption provided that the account holder has given them the permission to redeem using his account credentials.

Starting 7 October 2026, Disney+ will transition to a new Disney+ app experience. Astro customers can continue enjoying Disney+ via Astro with no changes to their Disney+ subscription or monthly fee.

Customers who stream via Astro Ultra or Ulti Box will have the new app made available automatically, while customers who stream on personal devices will simply need to download the new Disney+ app to continue watching Disney+.

Existing customers can sign in using the same email address or mobile number associated with their existing Disney+ account.

For further information and support relating to the Disney+ app experience or app-related features, please visit the Disney+ Help Centre.

The new Astro First (channel 480) serves as the one-stop, ultimate home cinema offering the biggest and latest local and international blockbuster films where you can:-

• Enjoy value for money viewing for local and international movies from only RM15* per movie (*excluding tax).

• Watch each movie for up to 12 different times over 48 hours* at your convenience (*unless stated otherwise).

• Watch local/regional movies or international movies from Hollywood studios as recent as 2 weeks or 3 months respectively from Malaysia’s cinematic release, in addition to exclusive titles only available on Astro First.

By changing from a 12-months commitment period to 24-months, there will not be any cancellation fee applicable. You will start a new contract with 24-months commitment and receive the corresponding discount for that duration.

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, you will not be able to manage your account with the Astro Fibre App. However, you may download the “MyAstro” app on your mobile device now to manage your Astro account in a fast and easy way.

If your My Astro App is still accessible, you may go to Account then scroll down to Support & Settings. Click Submit Your Enquiry to provide your feedback either through the feedback form.

OR

You may submit your feedback here.

Please refer below to set up your Ultra/Ulti Plug & Play Box.

To connect via LAN cable:

1. Switch off your old Astro box.
2. To connect your Plug& Play Box via LAN cable:
   a) Remove the LAN cable from your old Astro box and connect the LAN cable to your new Plug & Play Box.
   i) For Maxis IPTV customers, keep the other end of the LAN cable connected to your router.
   ii) For TIME IPTV customers, go to the other end of the same LAN cable, plug it out from your modem, and into any LAN port on your router. Ensure that you’re not plugging your LAN cable back into the same box.
   

Note: If you have a two-in-one modem & router, you can skip Step ii).

To connect via Wi-Fi:

Remove your LAN cable from your old Astro box, and do not plug it into your new Plug & Play Box.

Astro Quick Pay is a convenient method to check your Bill Summary, Account Status and pay Astro bills at your convenience with immediate payment posting, right from home.

However, you can only pay your latest bill via Astro Quick Pay.

If you want to view all your payment history, download bill statements, and pay easily all in one place, you can download the My Astro app.

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.

To check on your termination status or date, you may:

1) Message us on WhatsApp at 03-9543 3838. Type Termination Status
2) Submit Feedback Form
3) Reach out via Astro Official Digital platform i.e. Facebook or Chat.

Our agent will provide the information you need.

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

The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.

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

If you're getting the following error on your PVR box when trying to access On Demand (VOD) feature:
- Network interruption, please try again later. If problem persists, please WhatsApp HELP to 03- 9543 3838.
(Code: V6A / V63 / V65)
- Unable to load the On Demand Catalogue due to failure in resolving server's DNS address. Please check your internet connection and try again later. (V6B)

This error message appears because you're trying to access a service that has been discontinued.
Please be informed that Video on Demand (VOD) services has been discontinued on Astro PVR boxes starting 31 December 2025, 12:01 AM. This is part of our ongoing efforts to enhance customer's viewing experience as PVR boxes are no longer able to support the advanced features and viewing quality available on our newer boxes due to technology limitations.

To continue enjoying Video on Demand (VOD) content on Astro set-top-boxes, you must upgrade your PVR box to an Ultra or Ulti Box. This upgrade is available at no additional cost for PVR box users, and it gives you access to the latest features and an improved viewing experience. Alternatively, if you don't want to upgrade your PVR box, you can continue to access On Demand content anytime via Astro GO, which is available at no additional cost to all Astro customers.

All other regular PVR features including the recording feature will remain available.

To find out more on this upgrade offer, contact Astro customer service at 03-95433838.

If your monthly/quarterly/yearly bill has not been generated yet as of 9

th

July 2024, the 6% Service Tax will be reflected accordingly. For customers whose bill has been generated, the 6% service tax will be reflected in the next bill cycle following your bill frequency.

You will only be able to watch Astro GO and/or Multiroom Smart TV on up to 2 devices at the same time as opposed to 4 devices with Astro GO+.

Your cloud recording storage will also decrease from 1500 hours down to 200 hours. Your stored recordings/downloaded shows that exceed 200 hours will also be removed.

Your bill statement will include details of your monthly subscription charges; e.g. charges for your chosen Astro packages and Broadband service. It will also show the time period of which your first bill will cover, as well as indicate how much the total charges are and when the payment due date is.

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.

Yes, you can sign up for auto-debit after your account has been activated via My Astro App or My Astro Web by following the steps shown here.

No, anyone can make payments on your behalf as long as the credit card is used by the owner themselves.