Only Visa, MasterCard, and American Express Credit Cards and Debit Cards issued by banks in Malaysia are accepted by Astro-owned payment channels. Official Astro payment partners may have different policies - please check with your preferred payment partner for the latest information.

There are three tax indicators for customers to refer to and they are labelled as such:

• S1 = 8% Service Tax
• S2 = 6% Service Tax
• N = Non-taxable item

Each item in your bill, under the Monthly Charges section will be marked with one of these labels. Example:

S1 Primary Pack
S2 Astro Fibre 50 Mbps

The service tax amount for each item will be indicated right after the itemised list. Tax is calculated based on these indicators and added to your total monthly charges.

If you are an Astro subscriber
Step 1: Launch the Astro Smart TV app on your Smart TV.

Step 2: Select “Log In”.

Step 3: Scan the QR code OR visit astro.com.my/tvapp and enter the code on the screen.

Step 4: Enter your Astro ID (registered email or mobile number) and password. If you do not have an Astro ID, click on “Create now”.

Step 5: Once you have successfully logged in, the Astro Smart TV app will refresh automatically, and you will be able to access it.

If you are NOT an Astro subscriber
Step 1: Launch the Astro Smart TV app on your Smart TV.

Step 2: Select “Subscribe Now”.

Step 3: Scan the QR code to visit https://www.astro.com.my/#main and explore Astro’s packs or Multiroom (Smart TV).

Step 4: Once you have successfully subscribed, kindly follow Step 1 – 5 under “If you are an Astro subscriber” to log in.

No. We are rebranding our sports channel lineup for easy navigation of different sports categories, while maintaining the same content offerings. Hence, there will be additional channels to cater to all the sports content. Your subscription will not be affected, you will still be entitled to the sports content you’ve subscribed to.

STEP 1

Switch OFF the power of your Ultra / Ulti box and make sure that the adapter's power light is off.

STEP 2

Switch ON the power of your Ultra / Ulti box and make sure that the adapter's power light is on.

STEP 3

Put the box on standby mode.

STEP 4

Press and hold the Home button on the box.

STEP 5

Wait until "boot" appear on the front panel and released.

STEP 6

When “boot” appears, press “Standby”, “Left “, “Up” continuously until Auto Update appear on box screen and Software Update progress on TV.

Byond Box (DMT 4)

STEP 1

Switch OFF the power of your box and make sure that the adapter's power light is off.

STEP 2

Switch ON the power of your box and make sure that the adapter's power light is on.

STEP 3

Press Standby, Ch+, Standby keys on the box simultaneously when the "boot" message appears on the box front panel.

The Software Update progress screen will appears.

The update will take 10 - 15 minutes to complete. Please be patience.

Byond Box (New Zapper)

STEP 1

Switch OFF the power of your box and make sure that the adapter's power light is off.

STEP 2

Switch ON the power of your box and make sure that the adapter's power light is on.

STEP 3

Press the standby button repeatedly after switch on the power.

STEP 4

Press "OK".

STEP 5

The Software Update progress screen will appears.

The update will take 10 - 15 minutes to complete.

Please be patience.

Having trouble with your phone line ?

You may proceed to contact dedicated service provider directly - 1 800 8211 23

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, 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.

Yes, you will still be able to access the WeTV app and stream your favourite content outside of Malaysia. However, kindly be informed that this will be subject to content availability in the specific regions.

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.

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.

If you are unable to log in to the Astro Smart TV app, please follow the steps below:

1. Verify Your Astro ID Credentials

• Ensure you are using the correct Astro ID (email address/mobile number) and password.
• If you have forgotten your password, reset it via the Astro login page.

2. Check Your Internet Connection

• Ensure your Smart TV is connected to the internet.
• Test your internet connection by opening another app on the TV.
• Restart your router and Smart TV if necessary.

3. Update the Astro App and TV Software

• Make sure the Astro app is updated to the latest version.
• Check that your Smart TV firmware/software is up to date.

4. Restart the App

• Close the Astro app completely.
• Reopen the app and try signing in again.

5. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install it again from your TV's app store.
• Attempt to log in once more.

If you are still unable to log in, proceed to submit report via WhatsApp or Feedback Form and provide:

• Smart TV brand and model
• Screenshot/photo of the error message
• Astro ID (email address used for login)
• Details of the troubleshooting steps already performed

This information will help the support team investigate and resolve the issue more quickly.

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.

If you see the ‘Subscribe to Prime Video’ message on the Prime Video app, it means you have not activated your access through Astro. Please press the Back button on your remote and follow the steps provided here:
https://support.astro.com.my/question/i-have-activated-my-prime-video-access-with-astro-how-do-i-log-in-and-watch-prime-video-on-my-ultra-ulti-box

Starting

12 December 2023

, users must log in using their

registered email address

,

mobile number

, or a

social account

(Facebook, Google, or Apple) to access any of Astro's digital platforms, including

My Astro

,

Astro GO

, and

Astro's official website

.

Yes, customers may need to provide additional documents such as bank-in slips or payment receipts. For refund requests due to wrong payment, it is mandatory to provide proof of payment or a bank statement that shows the transaction and bank account details

A stable internet connection is required to ensure your transactions are smooth using SecureGo.

If you choose to downgrade your packs or terminate Astro services before the end of your contract term, you will have to pay a cancellation fee. This cancellation fee is calculated based on your subscribed package, contract period and box type. If you cancel your service(s)/change your packages upon completion of your contract term, you won't have to pay any cancellation fee.

Refund fee is subject to your processing bank. However, Astro did not impose refund processing fee.

You may refer to our TV Guide for the latest schedule.

No, you will not be charged 8% Service Tax for reconnection performed before 1st March 2024. Only reconnections executed on or after 1st March 2024 are subject to the 8% Service Tax.

Yes, another person may register their credit card to your account's auto-debit facility. If you are performing this action via our call centre, the respective card holder is required to be present.

STEP 1

Press "HOME" button on your remote control.

STEP 2

Navigate to Settings and press "OK".

STEP 3

Navigate to STB Diagnostics and press "OK".

STEP 4

Take a look at the HDMI Connection Status.

You may register for auto-debit via:

1. My Astro website.

2. My Astro App

3.Any of our Astro Experience Store.

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.

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 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.

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 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.

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

1. Open/Download the My Astro app or visit My Astro web.

2. Login with your Astro ID.

3. Go to Account.

4. Select 'Profile'.

5. Under Addresses, tap on the edit icon.

6. Select 'Approve' to update service address.

7. Select the Residential type and key-in the postcode, Tap 'Check'.

8. Key-in the Street, House number and Area.

9. Select 'No, I'm all set' and tap 'Proceed'.

10. Tap ' Confirm'.

11. A successful notification will be displayed.

Follow the steps below to activate and access Prime Video.

a. Via Astro’s Ultra/Ulti Box
Step 1: Launch Prime Video from the application rail (on the Home page)

Step 2: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 3: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 4: Now that you have activated your Prime Video account, your TV screen would be refreshed as below

Step 5: Click on Proceed and then on the “Sign in” button

Step 6: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 7: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

b. Via Astro’s Website https://product.astro.com.my/apps/primevideo

Step 1: Visit https://product.astro.com.my/apps/primevideo and click on "Activate Prime Video Now" then log in using your Astro ID and follow the steps on screen.

Step 2: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 3: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 4: Now that you have activated your Prime Video account, your TV screen would be refreshed as below

Step 5: Click on Proceed and then on the “Sign in” button

Step 6: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 7: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

c. Via My Astro app

Step 1: Download the My Astro app from the Apple App Store, Google Play Store, or Huawei AppGallery.

Step 2: Go to Account > Subscription > Add-ons > Manage your add-ons > select ‘Prime Video’ > Proceed then click on ‘Confirm order’

Step 3: Once done, go back to Account > Subscription > Add-ons. Here, you will be able to see ‘Prime Video’ under the list of ‘Apps’. Click on it and follow the steps displayed on screen to activate your Prime Video account

Step 4: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 5: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 6: Click on Proceed and then on the “Sign in” button

Step 7: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 8: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

Step 9: Prime Video is now part of your subscription. Enjoy!

Please rest assured that streamingapps labelled with "coming soon"

will be available on Astro in the near future.Please visit product.astro.com.my/appsfor more information on the streaming apps available on Astro or follow oursocial media to get notified on latest launches.

Facebook: @Astro
Instagram: @astromalaysia
Twitter: @astroonline

Kindly take note that streaming apps labelled with “coming soon” will be made available on Astro once they areready. Astro reserves the right to delay or cancel streaming app launches, ifnecessary.

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.

Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.

You will be able to enjoy all the content on WeTV via your Ultra/Ulti Box,

wetv.vip

and the WeTV mobile app immediately upon successful purchase from the Astro website. Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription.

STEP 1
Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2
Locate the Smartcard at the front or right side and gently pull it out make sure that the adapter's power light is off.

STEP 3
Wipe the Smartcard's gold chip clean using a dry soft cloth.

STEP 4
Make sure the gold chip is facing upwards and reinsert it all the way in.

STEP 5
Switch on the power for your box and make sure that the adapter's power light is on. Please wait for 5 minutes.

STEP 6
Turn on your box. You should no longer be experiencing this problem.
If issue persist, please submit the issue in our Feedback Form and attach a picture of your General tab of the STB Diagnostics for assistance.

You will be contacted by an Astro representative within two working days to advise you on the next course of action.

The Viu app offers subtitles in English for all content and Bahasa Malaysia for selected content.
Additionally, dubbing in Bahasa Malaysia, Bahasa Indonesia and Cantonese is also available for
selected titles. You will be able to select or switch off subtitles and dubbing when you play
videos in full screen.

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

Netflix is a streaming entertainment service that offers a wide variety of award-winning TV programmes, films, anime, documentaries and more - on thousands of internet-connected devices. There's always something new to discover, and more TV shows and movies are added every month. The more you watch, the better Netflix gets at recommending TV shows and movies you'll love.

Astro customers with an internet-connected Ultra Box or Ulti Box can access the Netflix app and watch Netflix content via their Astro Box. For more information about Netflix, visit the Netflix website.

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!

Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.

Astro GO is a companion app that is complimentary for all Astro subscribers and allows up to 2 users to stream at the same time. 200 hours of cloud recording* come complimentary with your Pay TV subscription.

Astro GO+ is an add-on service that enables up to 4 users to stream Astro GO and/or Multiroom Smart TV** at the same time. The amount of cloud recording storage will also be increased to 1500 hours.

*Cloud recording hours are shared across your Astro Box, Astro GO and Multiroom Smart TV

** Provided that you have a Multiroom Smart TV subscription

Yes, you can. On your Account page and go to Profile. Click edit on Service address to change your address details. You may also request for installation assistance if it's required for the new address.

Download My Astro app or visit the My Astro website.

Yes, the iQIYI app is accessible globally. However, the content of the app might differ depending on the country which will be tailored based on local content rights and market preferences.

STEP 1
On your remote, press the Home button and the Home Page will be displayed on your screen.

STEP 2
Navigate to Profile.

STEP 3
The Profile Selection Screen will be displayed.

STEP 4
Navigate to Edit Profile.

STEP 5
Choose a profile to edit.

STEP 6
Navigate to Delete Profile.

STEP 7
Click Confirm to delete your profile.

STEP 8
The deleted profile will be removed from the Profile Selection Screen.

Step 1: Separate Your Wi-Fi Network Name

First, you need to set up your Wi-Fi to Dual-band in order to be less susceptible to interference, and allows you to choose between the 2.4GHz or 5GHz bands when connecting a device. A Wi-Fi frequency of 5GHz is best when you are near your router, and 2.4GHz is best for when you are far from your router.

• Check the bottom of your router for a website or IP address, username, and password.

Below are details for a standard login based on a standard router issued by ISP (Telekom Malaysia, Maxis, and Time dot Com)

• Login to your account
• Identify your Wi-fi Settings (This could be in advanced settings)
• Identify both the 2.4GHz and 5GHz options.
• Split the signals by renaming the 2.4GHz and 5GHz signals respectively, and make sure both are enabled.
• For detailed instructions based on router model, on how to separate your Wi-Fi, click here and choose the option according to your ISP and router brand.

Step 2: Factory reset your Ultra Box by following the steps below.

a. Press the Home button on your remote

b. Go to your settings page

c. Scroll down and select Reset/Restore

d. Select restore factory settings and proceed

e. Enter your PIN to access restore factory settings (default pin: 0000)

f. Choose restore and wait until the box reboots automatically. This may take around 2 minutes and you will see the Astro logo again when it's done.

Step 1:

Type ASTRO<space>BARCODE<space>10 digit account number

Example: ASTRO BARCODE 0866603852

Step 2:

Send SMS to 66688

*Standard telco charges and Terms and Conditions apply

Customer can return the Ultra Box / Ulti Box by dropping to the nearest Astro Authorize Courier Partner and the adjustment will be made into the next bill once the box received.

Starting from 24 January 2025, Astro One Pack customers can add on Netflix ala-carte (comes with 24 months contract) plan to their subscription. This plan allows customers to choose from three Netflix subscription plans Basic, Standard, and Premium with a 24-month contract. This plan is offered at a discounted rate compared to the regular monthly Netflix add on, providing a cost-effective way to enjoy Netflix content.

BYOND / PVR / Ultra Box

To dismantle ONLY - FOC

To reinstall ONLY – RM65

To dismantle and reinstall - RM65

Broadband / IPTV

Relocation within 6 months of contract start will be charged a RM500.00 relocation fee, and the contract will be renewed to a new 24-month contract.

Relocation after 6 months of contract start will have their contract renewed to a new 24-month contract.

Note For IPTV Customers:

1. Upon relocation request, all exiting IPTV customers will be converted to our Astro & Broadband service. Customers can choose to have standard Astro service with satellite dish, or unicast Plug & Play without satellite dish.

2. If customers choose to have satellite dish, an additional RM150.00 will be charged for satellite installation. If customers choose to have unicast Plug & Play service, no satellite dish is required, hence no extra charge will be incurred.

*Please note that additional charges may apply if the reinstallation process requires extra cables/fixings.

Unfortunately, this means that you are using a TV model that does not support 4K UHD resolution (Sony BRAVIA 4K GB, Sony BRAVIA 4K UR or Sony BRAVIA VH).

Not to worry, we are working with the Sony team to ensure you will be able to enjoy these 4K UHD channels soon. We will keep you posted once these channels are available to you!