By changing from a higher contract duration e.g., 24-months commitment period to lower contract duration e.g., 12-months, a proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

A proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

You will start a new contract with 12-months commitment and receive the corresponding discount for that duration.

Check out how a cancellation fee is calculated with examples via this link:

My Astro is an easy-to-use, free mobile phone app and responsive web portal that helps Astro customers to manage their Astro accounts. My Astro app allows customers to manage their accounts, pay bills, and get any support they need. In addition, customers can find and purchase the latest shows to be viewed on their Astro Box or on Astro GO. Customers can also receive news about Astro's latest products and content offerings.

Download My Astro app or visit the My Astro website.

Rescheduling must be done at least 1 hour prior to the original appointment time.

Yes, you can continue to access Prime Video if you have an active subscription to the Epic or Movie packs, where Prime Video is included.

If you upgraded to a pack that includes Prime, you do not need to reactivate Prime Video. Streaming access will continue seamlessly.

If you downgraded from a pack that includes Prime Video, you will need to reactivate Prime Video to resume streaming and retain your watch history.

Your watch history is linked to the Prime Video account that was initially activated. Therefore, if you reactivate Prime Video using the same email address or mobile number used during the original activation, your previous watch history will be restored.

Note: If you are on any other pack, you will need to purchase Prime Video separately at RM25 month to continue enjoying access.

Starting 12 December 2023, Astro Smart TV app customers can enjoy two 4K Ultra HD (4K UHD) channels, namely CH549 Love Nature 4K and CH805 Astro Sports UHD.

“Love Nature 4K” is available to all customers regardless of their subscribed TV Pack. It celebrates the complexity of life on earth, presenting nature stories in stunning detail and colours.

Additionally, “Astro Sports UHD” is only available to customers with Sports entitlement in their subscribed TV Pack. This channel showcases a variety of sporting events, selected to appeal to the Malaysian viewing audience.

Unfortunately, the the drop off option is only available for non-DBB customer. For DBB customer we will arrange for our appointed agent to collect your equipment. You will receive a phone call from our representative within 3 business days from your termination date to schedule the collection.

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.

Kindly note that affected customers will be adequately informed 30 days prior to the implementation via SMS which are sent out in phases (Starting 1 July), with scheduled announcements across WhatsApp, My Astro app, and Astro website.

Yes. Astro customers will soon be able to enjoy seamless access to Netflix on their connected Ultra and Ulti Boxes. Look out for more details then! Register your interest via https://astro.com.my/Netflix

Yes. You can explore the My Astro app even if you’re not logged in. Click at “Continue as guest” to check out the app features before singing up or logging in.

However, if you're an Astro customer we recommend you sign up/login with your Astro ID for the best experience. Here's how to link your Astro account to your Astro ID.

Download My Astro app or visit the My Astro website.

Yes. If you’re on any Bundle which includes the Movies Pack, have the Movies Add‑On, are subscribed to the HBO Pack Add‑On or Astro One Epic Pack, you can stream the new channels on Astro GO from 1 March 2026 and 1 April 2026 accordingly.

If you need further help with the Astro Fibre app, you may call our Customer Contact Centre at 03 - 9543 1543 and an Astro agent will be available to assist you immediately.

Yes, you will need to activate SecureGo again.

If you see this message, it means the maximum number of devices currently streaming on your Astro account has been exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop Streaming on Other Devices

• Check if Astro is currently being streamed on other devices linked to your account.
• Close the Astro app or stop playback on any unused devices.

2. Wait a Few Minutes

• If a streaming session was recently ended, it may take a few minutes for the system to update.

3. Try Again

• Return to your device and attempt to stream the content again.

4. Check Your Device Usage

• Go to www.astrogo.com.my or open the Astro GO app.
• Log in using your Astro ID and password.
• Review the list of registered devices.
• Remove a device that you no longer use.
• Return to your new device and try signing in again

If you are unable to remove a device or continue to see the error message, 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.

Note: Please be aware that only one Smart TV device is allowed per account at any point in time.

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.

Once you have received the eKYC link, you need to complete the verification within 3 days.

HBO Max is a brand-new streaming service in Southeast Asia, Taiwan and Hong Kong, raising the bar for quality entertainment. Offering a collection of blockbuster movies, groundbreaking series, iconic hits, best-in-class real-life stories from food, home, lifestyle and documentary, as well as family favourites. Dive into beloved brands and franchises like HBO, Harry Potter, the DC Universe, Cartoon Network, Warner Bros., Discovery and beyond. HBO Max delivers exclusive stories and elevates the streaming experience.

Selected HBO Max content is limited to selected countries due to content rights restrictions. Hence you may not be able to view them in Malaysia.

Existing Netflix add-on customers will be notified prior to their next bill cycle via email.

There will be no changes to your billing cycle.

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 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

All new and existing Astro Pay TV customers can subscribe to ZEE5 Premium for only RM10.80/month by visiting www.astro.com.my/zee5.

Please follow the steps below to subscribe:
Step 1: Go to www.astro.com.my/zee5
Step 2: Log in with your Astro ID
Step 3: Key in your email address and proceed to add ZEE5 to your bill
Step 4: Now, enjoy all your favourite shows on ZEE5!

Yes, you will need to activate SecureGo again if you're on a new device.

When you activate SecureGo on a different device, you will receive an email to notify you that the device has been de-registered. 

If you suspect that someone else has gained access to your phone, contact our customer service immediately at 03-9543 3838 to unlink your Astro ID. 

Yes! You can call our courier agent back/installer directly to reschedule the collection date and time.

It will take around 10 to 15 minutes before you are able to view your purchase.

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.

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.

Customers with a Netflix Premium account are allowed to watch on up to 4 supported devices in 4K UHD and Netflix Spatial Audio. In addition, Netflix Premium subscribers are also allowed to download shows to watch offline on 6 devices at a time.

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.

4K UHD offers 4 times the resolution of HDTV (4K UHD has 3840x2160 resolution with 8 million pixels compared to HD which has 1920x1080 with 2 million pixels), sharper detail, smoother lines and a richer colour palette, as well as a vibrant colour TV experience.

Customers on Ultra Box with Sports Pack can tune in to the Astro SuperSport UHD Channel (CH 805 and CH 806) for an exciting selection of Sports content such as the Premier League and the Spanish Primera Liga.

Customers on Ultra Box with Movies Pack and News & Documentaries add-on can stream some of the latest movies and documentaries respectively in UHD by pressing the “Home” button on your remote and exploring your choices at no additional cost.

In addition, customers can rent additional movies on top of their subscription and stream the latest and hottest 4K UHD Blockbuster movies, drama series and local movies, blockbuster movies in Ultra HD via Astro First Channel 480, and Astro Best Channel 481 and VOD titles in “Store”.

Please note that a standard rent rate applies for all these titles, to learn more about the pricing, head over to the FAQ section at www.astro.com.my/ultra

The "coming soon" label on some streaming apps on your TV and the "Apps" page of Astro's website allows our customers to stay on top of new launches as they happen! Stay tuned for these upcoming streaming apps so you can access even more content that you love from across the world.

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.

To access the app, please ensure the following:
You are an existing Astro Fibre customer, and you have a valid Astro ID and password to log in.

If you still cannot access the app:
Make sure you have the latest app version from the App Store/Google Play Store. If it is not the latest versioan, please update the app and try again.

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.

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, please visit Astro's Self Service Portal via

myastro.astro.com.my

to update your email address or mobile number.

You will still need to authorise the transaction from your SecureGo registered device. 

Step 1: On another device, perform the transaction via My Astro app 

Step 2: Tap on the push notification you receive on your SecureGo registered device 

Step 3: Tap Approve or Reject to authorise the transaction, and you're done! 

If you are currently receiving a paper bill, your billing delivery method will automatically switch to e-bill once your e-invoice request is accepted. This also means you'll be saving RM10 on paper bill fees. Please ensure that your email address is accurate.

Click here

if you wish to update your contact details.

No, your Viu app is accessible within Malaysia only.