Occasionally, an additional verification step may be required, such as entering a mobile number. This helps ensure a smooth and secure activation experience.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

STEP 2

Navigate to SETTINGS.

STEP 3

Navigate to Audio Delay and press "OK".

STEP 4

Navigate to your preferred selection and press “OK”.

Subscribing to Disney+ through Astro gives you access to more than just streaming apps. In addition to Disney+, you can enjoy a wide range of entertainment through Astro, including local and international content, live sports, movies, TV shows and on-demand programming.

Astro also offers flexible ways to enjoy Disney+, whether as a standalone subscription, bundled with other streaming services, or included as part of selected Astro packages.

Depending on the subscription option you choose, subscribing to Disney+ through Astro may also offer better value through bundled savings and promotional offers. In addition, you can conveniently manage your Disney+ subscription together with your Astro account through the My Astro app or web.

For the latest Disney+ subscription options and offers, click here.

No. Your scheduled recordings will remain the same, although the channel numbers have changed.

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.

Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.

The Netflix subscription through Astro is subject to a minimum commitment period of 24 months (“Netflix Minimum Subscription Period”). If you choose to discontinue or terminate the subscription before the commitment period ends, a cancellation fee (“Netflix Early Termination Fee”) will apply. Additionally, downgrading your plan will involve a Switching Fee.

When playing content from the Video On Demand library, a 15-second or 30-second video advertisement(s) will be shown before the On Demand programme starts. All advertisements will display a countdown to indicate the time remaining on the advertisement(s) and will not be skippable.

To find out more information on Astro GO advertising, please click here.

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.

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

Yes, English subtitles are available for all movies. Additionally, Malay and Arabic subtitles are available for selected movies. In addition, selected titles will be dubbed in multiple languages such as Tamil, Telugu, or Malayalam.

Only the account holder is allowed to manage the auto-debit facility. However, a third-party card holder has the right to withdraw their registered card from the linked-account with proper validation.

No, SecureGo can only be tied to 1 device per Astro ID.

Yes, you can! Kindly refer to the step above and log in with your Simply South details. However, kindly take note if you are interested to enjoy Astro’s exclusive pricing, you would need to discontinue your current Simply South subscription and resubscribe with Astro by sending us a WhatsApp message, “Hi” to 03-9543 3838.

For customers with the Ultra or Ulti Box, you will be charged a fee of RM100 (not inclusive of Govt. tax) upon confirmation of lost Astro Box and Smart Card/SIM Card.

For lost Smart Card/SIM card only, you may be charged RM50 to obtain a replacement.

To check your Astro subscription plan or Astro package details using My Astro, you can:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Account
4. Select Subscription or TV Pack
5. You will see all your subscribed packs, the add-ons, and contract details

🔄 Want to manage your Astro subscription easily?

📱 Download the My Astro app to:
- Manage your pack subscriptions
- Get add-ons in just minutes
- Get details about your contract

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.

No. An Astro-billed Disney+ subscription cannot be transferred to a Disney+-billed subscription.

If you choose to subscribe directly with Disney+, your subscription and billing will be managed by Disney+. We recommend reviewing your current Disney+ subscription arrangement before signing up to ensure it best meets your needs.

Please note that subscribing directly through Disney+ while maintaining an active Astro-billed Disney+ subscription may result in you having multiple Disney+ subscriptions and being charged separately for each subscription.

Here's how to refresh your smartcard in My Astro:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Account
4. Tap on Subscription or TV pack
5. Tap on Rooms
6. For the box that you would like to refresh the smartcard, tap on 'Refresh' button. This will refresh your Astro box signal

📡 Experiencing technical issues?

📱 Download the My Astro app to:
- Perform self-troubleshoot
- Solve in a few minutes
- No need to call customer service

Completing a CAPTCHA during activation is a standard security measure. It ensures that you are a real person and not an automated bot. This step helps protect your account from unauthorized access and ensures safe and secure use of the service. By verifying your identity, this step provides a better and more secure experience for all users

STEP 1

On your remote, press the ... button and the Channel Guide page will be displayed on your screen.

STEP 2

Select the channel you would like to remove as favourite and press "OK".

STEP 3

Select "Remove from Favourite" and press "OK".

STEP 4

You are successfully removed the channel from favourite list when this screen appears.

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.

You may view your latest tax invoice or bill via any of the platform listed below:

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. 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.

💳 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

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

Please reach out to the Viu team if you have any enquiries or require assistance with
the app. Their customer support is available from 9:00 am to 6:00 pm, Monday to
Friday (excluding Public Holidays).

You may contact Viu’s customer support team by:
1. Emailing to: e[email protected]; or
2. Call or WhatsApp them at 018 - 9429950 ; or
3. Reaching out to them via Facebook: https://www.facebook.com/ViuMalaysia/

If you would like to contact Astro, you may reach out to our Customer Service Centre by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching out to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

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.

Mac OS X

1. Click the Go tab in the top menu bar and select Utilities from the drop-down menu.

2. Type "network utility" in the search bar in the top right-hand corner of the Utilities window and then hit the "Enter" key on your keyboard. 

5. For Traceroute Test, select the Traceroute tab and then type the address you like to traceroute in the text box. Click Trace and wait for the traceroute results.

Windows 10

1. Click the Search icon (magnifying glass) in the bottom left-hand corner and type "cmd" into the search bar.

2. Select the Command Prompt app - it will be at the top of the list of search results as the best match.

3. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.

For Traceroute Test, type "tracert" and then hit the Space bar on your keyboard. Type in the address you like to trace and then hit the Enter key on your keyboard. Wait for the tracert results.

Windows 7 & Vista

1. Open the Start menu by clicking the Windows icon at the bottom left-hand corner of the screen.

2. Type "cmd" in the search bar at the  bottom of the menu.

3. Click cmd found in the search results for Programs.

4. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.

1. Move the mouse to the right-hand corner of the screen to make the vertical menu bar (charm bar) appear. Click Search.

2. Type "cmd" in the search bar and hit the Enter key on your keyboard.

4. A black box with a flashing cursor will open; this is the Command Prompt.

For Ping Test, type "ping" and then hit the Space bar on your keyboard. Type in the address you like to ping and then hit the Enter key on your keyboard. Wait for the ping results.

Windows XP

1. Click the Start button in the bottom left-hand corner of the screen.

2. Click the Run option in the right-hand column.

If you see the message "Unable to proceed” error, it means the content you are trying to watch is not available under your current Astro subscription package.

1. Check Your Subscription
Verify whether the Astro Smart TV is included in your Astro package via My Astro app/web (kindly refer here).

2. Ensure You're Logged In to the Correct Astro ID
Make sure you're signed in with the Astro ID linked to your active Astro account.

3. Refresh Your Account Access

• Log out of the Astro app and log back in.
• Restart the app and try accessing the content again.

If you believe the content is included in your subscription but the error persists, 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.

The recommended home internet speed for a smooth viewing is 30Mbps.

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

Astro does not provide installment plan facilities. You are advised to pay your charges before the due date, as per your monthly bill statement.

STEP 1
On your remote, press the HOME button and the menu will be displayed on top of your screen.

STEP 5
Test Connection results will be displayed on the screen.

Yes, you can. On your Account tab, scroll and go to Subscription. Select Delivery status to track your delivery/installation or you may reach out to your installer agent for more assistance.

This feature is available on My Astro web and app version 6.2.5 and above.

Download My Astro app or visit the My Astro website.

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

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.

Sun NXT app allows you to create a separate kids profile for children below the age of 12. Once you log into the kids’ profile, you will be required to enter a password before you can switch back to the adult profile. All content specific to children will be tagged as 'Kids Content' and only such restricted content will be accessible through the kids’ profile.

STEP 1

On your remote, press the HOME button.

STEP 2

Navigate to Update Satellite Frequency and press “OK”.

STEP 3

Choose Test Satellite Frequency and press “OK”.

STEP 4

Select Yes, continue and press "OK" to start the test.

Otherwise, select No, go back to cancel.

STEP 5

Satellite Frequency Test progress screen will be displayed.

STEP 6

The test result will be displayed once completed.

Press "OK" to go back to channel.

For any unreturned equipment, penalty fee will be charged as below:

• Astro Box – RM100
• Router – RM200 (For Astro Fibre only)
• Mesh – RM200 each (For Astro Fibre only)

To set up a Mesh WiFi network around your house, the Mesh unit will need to be paired with the WiFi router. Steps to pair these two devices are as follows:

i. Place the Mesh unit close to the WiFi router (within 2 meters) and power it on

ii. After the Mesh unit starts up, press and hold the WPS buttons of the Mesh unit and the WiFi router for 3 - 5 seconds in turn within 2 minutes

iii. After the WLAN and Internet indicators of the Mesh turns steady blue, the Mesh is connected to the Internet

iv. Move the Mesh to the desired place where you need to expand WiFi and power it on. After the Internet indicator turns steady blue, WiFi is expanded successfully.

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

From General Tab, take a look at the Current Entry Point Name for the LNB type of your input source.

Visit https://product.astro.com.my/box or check out our user guide for a quick and easy way to get started!

Please refer to the table below:

Note:

1. The table above is an approximation of the cancellation fee. The final fees will be calculated at the end of your subscription/upon downgrade.

1. Downgrade of Pack for Residential customers will be on basis of package ranking, whereas downgrade of pack for Astro & Broadband customer will be on basis of total monthly payment.

1. Package ranking in descending order:

• Platinum Pack (highest rank)
• Premium Pack 1/2/3 (same rank across 3 options)
• Entertainment / Sports / Movies Plus Pack
• Entertainment / Sports / Movies Pack (same rank across 3 options)
• Primary Pack (lowest rank)

Please find some examples (for Residential customers) as below:

Termination

Customer signed up for Entertainment Plus Pack (24-month contract) with Ultra Box. Customer decided to terminate the subscription 8 months into the contract. As the customer still has 16 months remaining, the maximum applicable fee will be RM41.67 x 16months = RM666.67

Pack downgrade

Customer signed up for Movies Pack (24-month contract) with Ultra Box. 18 months in, customer decides to downgrade to Primary Pack (24-month contract). As the customer still has 6 months remaining, the maximum applicable fee will be RM20.83 x 6months = RM125

Dropping off Netflix or Disney+ within first 12 months

Customer signed up for Entertainment Plus (24-month contract) with Ultra Box and 12-month commitment on Netflix App. 6 months in, customer decides to upgrade to Premium Pack 1 (24-month contract) which does not include Netflix App. As the customer still has 6 months remaining in the first 12 months of commitment for Netflix App, the maximum applicable fee will be RM41.67 x 6 months = RM250. Upon upgrading to Premium Pack 1, a new 12-month commitment for Disney+ App begins alongside the 24-month contract on the package.

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. Proceed wil below:
- Select 'Yes, I require installation services'.
- Key-in your mobile number.
- Choose 'I agree that relocation fee may be applicable'.
- Tap 'Proceed'.

10. Tap 'Confirm'.

11. A notification will be displayed after ticket created.

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

You can enjoy Prime Video benefits on Prime Video website and/or mobile app for 2 months once you have activated your Prime Video access anytime between 24 April 2025 – 23 June 2025.

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 Email, tap on the edit icon.

6. Enter the 6-digit One Time Pin and tap 'Verify'.

7. Select 'Approve' to update email address.

8. Enter the new email and tap 'Save'.

9. A successful notification will be displayed.

For enquiries relating to Disney+ content, application features, settings or functionality, please visit the Disney+ Help Centre.

Register for SecureGo via My Astro app v6.2.0 and above, available on the Google Play Store or Apple App Store. 

Launch the My Astro app, tap the gear icon on top right of the screen to go to Manage and tap on SecureGo under Settings. Tap to toggle on SecureGo.

Step 1: Enter your ID number 

Step 2: Verify your identity with WhatsApp OTP sent to your registered mobile number 

Step 3: Set up your device name, and you're good to go! 

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

Your Astro GO email will be delivered to you within an hour upon checkout. Please click the link provided to set up your password and download the Astro GO app on your device by clicking here (Google Play Store) or here (iOS App Store). If you want to stream it directly via your computer or laptop, Astro GO is also available at astrogo.astro.com.my. Log in with your Astro ID and start streaming!