Yes, the 6% Service Tax will be imposed for Astro Smartcard/SIM card replacement effective bill date 9

th

July 2024 onwards.

Customers on the Astro Smart TV app can stream these two channels (CH549 Love Nature 4K & CH805 Astro Sports UHD) if their TV model supports 4K UHD resolution.

Kindly note that these Sony TV models do not support 4K UHD resolution:
a) Sony BRAVIA 4K GB
b) Sony BRAVIA 4K UR
c) Sony BRAVIA VH

*CH805 Astro Sports UHD is only available to customers with Sports entitlement in their subscribed TV Pack.

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.

Yes, users can access the Simply South app from anywhere in the world, except for India.

Mesh WiFi technology greatly improves the WiFi network coverage within your home and virtually eliminates all WiFi “dead spots”. However, like all technologies there are limitations that you should be aware of.

The pairing of Mesh unit to the WiFi router is automatically handled between the WiFi router and the Mesh unit after it calculates its current position in relation to the WiFi router and surrounding Mesh unit (if available) already connected to the WiFi router.

If you are self-installing the mesh at your house, it is advisable for you to always pair the Mesh unit(s) with the WiFi router only regardless of how many Mesh unit available at your house.

Please note that if you have a Mesh connected to another Mesh, the expected performance of the WiFi speed will not perform as optimally as when compared to a Mesh connected directly to the WiFi router. Adding more points (also referred as Number of hops) in between your device to the WiFi router which will cause a reduction in bandwidth and add latency.

If you require any assistance with the app, you may:

1. Visit the WeTV official Facebook Page for more information: WeTV Malaysia - Home | Facebook; or

2. Drop the WeTV team a message via Facebook chat here

If you encounter any issues with your Astro billing and entitlement, you may contact our Customer Service by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or

2. Reaching to us via WhatsApp by typing "Hi"at 03-9543 3838

If your submission was unsuccessful, you can reapply through the My Astro website or app. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process. Alternatively, you can reach out to us via Astro Help & Support for assistance.

You will be able to view your new package(s) within 24 hours of subscribing. Please note that if you are an Astro customer subscribing to HD channels, you will have to connect an HDMI cable to your TV before you will be able to enjoy the channels.

Any purchases via the Astro Smart TV app such as Pay-Per View and Astro First are subjected to 8% govt. tax.

Streaming app entitlement is dependent on the TV Pack you are subscribed to, with some streaming apps available on Astro as an add-to-bill service. Please visit product.astro.com.my/apps to see if you are entitled to your favourite streaming app once it is launched!

If the bill has been paid, there will not be any additional service tax charge. However, if the bill has been issued by Astro but has not been paid, then the 8% Service Tax will be reflected in the next bill with adjustments on the new tax rate for services rendered from 1st March onwards.

Example:
Bills issued on 15th February will be charged the 6% SST. Customers will see proration for 8% from 1st – 14th March in the next bill issued on 15th March 2024. If you have fully paid your February bill before 1st March, the Service Tax will remains at 6%. You will be able to see the adjustment reflected in your next bill.

Starting 1 March 2026, customers can look forward to three new movies & entertainment channels — Astro Showtime (CH 411), Rock Action (CH 414) and Rock X Stream (CH 415) — each offering a distinct selection of popular films. Additionally, beginning 1 April 2026, another new channel, Astro FAM Time (CH 412), will be available to customers.

1. Astro Showtime (CH 411) - spotlights top titles from Hollywood and beyond
2. Rock Action (CH 414) - delivers non‑stop, action‑packed movies
3. Rock X Stream (CH 415) - brings together the world’s most talked‑about, critically acclaimed, and big‑budget series
4. Astro FAM Time (CH 412) - features family‑friendly favourites and feel‑good entertainment (available from 1st April 2026)

At the same time, Warner Bros. Discovery (WBD) and Astro's partnership model going forward will change how HBO content is accessed on Astro. From 1 March 2026, the HBO Max app will continue to be available to Astro customers as a standalone ala carte subscription, and the following HBO channels will be discontinued on Astro effective 11:59 PM on 28 February 2026:

1. HBO HD (CH 411)
2. Cinemax HD (CH 412)
3. HBO Family (CH 414)
4. HBO Hits (CH 415)

We understand how important this service is to many of our customers. Customers on any Movie bundle packages / Movies add-on / Astro One: Epic Pack who wish to continue enjoying HBO’s content can subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month, with access to HBO Originals, blockbuster movies, and exclusive series. There will be no changes for Astro customers who currently subscribe to HBO Max as an add‑on.

Yes, the 6% Service Tax applies to add-on Astro services effective bill date 9^th July 2024 onwards.

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.

There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.

1. Try loading the site on a different device.
   • Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.
   • If the website doesn't load on another device, the problem is either with the network
2. Restart your computer.
   • Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
3. Try loading the site in a different browser.
   • There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.
4. Temporarily disable your antivirus program.
   • Your antivirus software may be interfering with your ability to load certain websites.
   • Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.
5. Reset your modem and router.
   • Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.
6. Check your computer's date and time settings.
   • If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.
   • Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

In the event the problem persists, please provide below details for further escalation:

i. List of websites effected.
ii. Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
iii. Run the Traceroute Test - Please click here for Traceroute Test guideline.
iv. Run the Ping Test - Please click here for Ping Test guideline.

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.

Your account may be under suspension. To resolve this issue, proceed to submit report via WhatsApp or

Feedback Form

.

Each Astro customer can subscribe to a maximum of one (1) Multiroom (Smart TV) subscription. If you need additional Multiroom access, you may subscribe to Multiroom (Astro Box). All subscriptions must be used within the same location as the main subscription.

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

You can add a reminder to pay your bill, on your Google Calendar with one click. Enjoy uninterrupted services, by remembering to pay your bill on time.

You may still be using an older version of the Astro GO. To resolve this issue, please go to your respective app store and update your Astro GO app.

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

For Astro Ultra Box or Ulti Boxes, you will be able to see an itemised charge called "Box Fee” in your Astro bill.

Step 1: Close the "Astro ID Login" tab in your browser, then close your mobile app browser (Safari, Google Chrome, Mozilla Firefox etc).
Step 2: Close the beIN SPORTS CONNECT app on your mobile device.
Step 3 Reopen the beIN SPORTS CONNECT app and try to log in again

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

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.

The number of concurrent streams depends on your Disney+ subscription plan:

a. Disney+ Standard: Up to 2 concurrent streams

b. Disney+ Premium: Up to 4 concurrent streams

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.

For new Astro Fibre customers with the RG21 router, you will be guided to install the Astro Fibre App on your mobile device during the installation of the service. Alternatively, you may refer to the user guide here for self-installation.

Yes, all existing Astro & Broadband customers within contract or out of contract can subscribe to Astro & Broadband offerings. The 24 months contract will be renewed upon signing up for the new packs.

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.

You have the liberty to manage device connection on your own.

Yes, you can choose the other Astro Packs, which do not have Netflix bundled together. However, any changes in your Astro Pack are subject to the terms & conditions.

Astro continuously reviews its product propositions to ensure we can provide the best customer experience for all our subscribers. We have discontinued the 50% multiroom in order to allow our Astro subscribers with a subscription fee of RM100 or more to only pay a standard RM49.99 (with box setup) to enjoy the Multiroom experience on an Ultra or Ulti Box.

We apologise for any inconvenience.

No, you are not required to print any form before handing the Ultra Box or Ulti Box. However, when you return your Astro Box at a courier partner's branch, you will need to fill out a consignment note. Please retain this note for at least 14 days as proof of return.

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

WeTV offers a wide range of hot and exclusive content in advance for WeTV VIP members, which includes WeTV Originals, series, dramas and many more. With a VIP subscription, you can also enjoy all these exciting content with the ability to skip advertisements to stream without interference and watch your favourite shows on two devices at the same time!

VIP membership privileges:

1. Premium Content on WeTV only

2. Enjoy VIP content on two devices at the same time

3. Watch the content in advance before anyone else!

Currently, e‑Invoicing is not mandatory for all customers. However, it is mandatory for customers who subscribe to Astro Fibre or Broadband services, as this follows the Inland Revenue Board of Malaysia’s (IRBM) national e‑Invoicing requirement.

For other Astro services, e‑Invoicing is optional, but customers are encouraged to opt in as it supports quicker processing, smoother transactions and a more seamless billing and tax compliance experience over time.

If band steering is enabled, you do not need to worry about which frequency band that your devices are connected to because the WiFi router will make the assessment and direct each device to appropriate frequency band.

However, it is important to note that quality and signal strength are not guaranteed due to unpredictability given that it is completely up to the connected devices and the WiFi router to intelligently decide on which band to connect.

You will not be able to switch between channels, use the app as a remote control, view favorite channels and programmes, use programme showtime reminder, and remote record feature.

- Credit or Debit Cards
- Visa
- Mastercard
- Maybank2U - Pay using your Maybank2U account
- FPX - Pay using any local bank account via FPX
- E-Wallet - Touch "n Go

If your Astro service is suspended, your Disney+ subscription will be paused and will only resume once your Astro service has been reinstated.

If your Astro service is terminated, your Disney+ subscription through Astro will also be terminated.

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.

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.