Astro introduces the new Ulti Box with a redesigned new interface, Cloud recording feature, enhanced search capabilities and more. Just connect the all new Ulti Box to the Internet and take control of your entertainment and stream up to 100,000 videos on demand, anytime.

The features of the new Ulti Box include:

· New Home Screen -Everything you see is yours

· Discover Video on Demand (VOD) - Discover 100,000 videos, stream anytime, anywhere

· Search - Search for your favorite show or video faster and easier

· Play from Start - Missed the start of the show? Just restart.

· Stop Here, Continue There -Stop on one screen and continue on another device

· Multi-Screen - Stream seamlessly across any device

· Cloud Recording - Record all the programmers you want at the same time

. **Continuous viewing - Enable to continue watching your favorite shows during raining.

We recommend an Internet speed of 10Mbps and above for optimal access to cloud recording, streaming on demand videos and search functions.

Note: ** Except 4K UHD, Astro First and all radio channels

• With numerous OTT entrants, consumers are suffering from subscription fatigue. In fact, they are looking for a one stop shop platform where OTT services are integrated in one place.

• Astro offers flexibility and convenience with new packs where customers can get the convenience of accessing a variety of content via Ultra Box as the single remote-control solution.

• In addition, there will be cost savings for Astro customers to purchase both Netflix and Astro together. Even better deals available if customers also subscribe to broadband for a better-connected experience.

There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.

As a rule of thumb, this issue might happen when the devices are not equipped with minimum requirement above that supports the subscribed internet speeds:

• WiFi technology
• Network Interface Card (NIC)

As mentioned above however, it is important to note that despite meeting the device minimum requirements, it is not a guarantee that devices connected over WiFi will be able to achieve maximum subscribed internet speeds due to the following:

1. Bad WiFi signal quality and coverage across the area due to:
   • Distance from the RGW/Mesh AP with connected device
   • Obstruction within the house (walls, metallic surfaces)
   • Interference with other household appliances
2. Congested bandwidth
   • If there are too many devices connected to the WiFi network, then the bandwidth might be overloaded with traffic hence, slowing down the speed
3. Devices are connected using WiFi instead of wired using LAN.
   • It is important to note that wired connection offers better reliability and speed over WiFi.
   • WiFi is more prone to interference compared to a wired connection which causes lower speeds and dropped signal.
4. 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:
   • 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.
   • 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.
   • 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.
5. 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.

Note:
Astro and its service providers will not offer any guarantees for compatibility of the customer's equipment (e.g., Personal Computer, Notebook, printers) nor provide on site troubleshooting for WiFi service issues related to the customer's equipment.

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

If you are subscribed to Netflix via a bundle, Netflix comes by default as part of your entitlement.

If you are subscribed to Netflix as an a-la carte, the cancellation of Netflix can only be done via Netflix's Website, etc). This change will reflect in your next bill. From mid-December 2021 you may also cancel Netflix add-on through Astro Call Center.

When Band Steering is enabled, only one SSID network name with one password is available. Example:

i. SSID: SSID, Password: 12345678

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

Discover thousands of movies and series you'll love, and we are continuously expanding. If you would like to enjoy more movies on top of your current subscription, press the

Home

button and select

On Demand

. Use the arrow keys to scroll to

Store

. Pick and choose to rent any movie for up to 48hours.

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

You can create up to 5 (five) profiles per account for either HBO Pack with HBO Max Standard or HBO Pack with HBO Max Premium app subscription. Each profile can be customised as kid-friendly by adjusting the settings during the profile creation process. Profiles created for kids will only feature content that is suitable for children under 12 years, irrespective of your membership plan.

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.

Simply South is a streaming service and one-stop destination for South Indian Regional Video Content. Simply South has the largest library of Tamil, Telugu and Malayam content with the latest movies, evergreen classics and comedy clips on-demand.

You may manage your Multiroom (Smart TV) subscription via My Astro app. Download here or on your App Store or Google Play Store.

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.

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.

e‑Invoice comes with several key benefits that can enhance your overall billing experience, including:

Greater convenience
Receive your invoice in a secure digital format and access it anytime. No printed bills are sent to your address.

Improved security
Each e‑Invoice comes with a validation link through IRBM’s system, helping ensure authenticity and reducing the risk of lost or tampered documents.

Better support for tax compliance
Digital invoices make it easier to submit the right documentation for tax purposes and ensure your records align with regulatory requirements.

More efficient record keeping
All invoices are stored digitally, making retrieval, tracking and financial reporting simpler.

Environmentally friendlier
Going digital helps reduce paper usage and contributes to sustainable, eco‑friendly practices.

For any technical issues, you may visit Astro's Help & Support page then scroll down to 2. Technical Troubleshooting - Ultra Box / Ulti Box

OR

Send Hi to our WhatsApp at 03-9543 3838. Then select Help & Support for assistance.

To be eligible, you'll need to be an Active Astro Pay TV customer with a valid Astro ID.

An Active Astro customer refers to a subscriber of the Astro Service, whose account is current and active with no outstanding payments due and who has not breached the Astro subscription agreement nor given any instructions to terminate and/or suspend his/her subscription to the Astro Service.

Each account you hold is entitled to one (1) tier status based on the longest active smartcard.

To cancel your Multiroom (Smart TV) subscription, please call us at 03-9543 3838.

There will be no penalty imposed upon the removal of Astro GO+ from your subscription.

For Residential Astro Pay TV customers: You may change your contract from e.g., 12-month to 24-month without incurring a switching fee or cancellation fee. However, if you change your contract from e.g., 24-month to 12-month, will be charged a cancellation fee accordingly if still within minimum term (contract) period. No switching fee applicable.

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.

If you have a box that is not an Ultibox or Ultrabox, please recycle your box at a registered collection centre that will properly manage the boxes in an environmentally friendly way. Click here to find a registered collection centre near you.

For your old Ultibox or Ultrabox, once your Plug & Play Box has been activated, a courier service will reach out to you within TWO (2) weeks for a time for them to pick up the old Astro box and SIM card/Smartcard.

1. Ensure that all cables have been plugged out of the old Astro box. To remove the white satellite cable from your old Astro box, simply hold the cable, twist, and gently pull.
2. Set aside these items to be ready for our delivery partner to pick up from you

- Old Astro Box
- Old Astro Smartcard/SIM Card (leave this in your Astro Box)

1. When a courier arrives at your residence, do confirm that they are collecting items on behalf of Astro.
2. Allow the courier to check the serial number of the Astro box.
3. Hand them all the items for return, and you're done!

The Ultra Box or Ulti Box and the SIM Card are property of Astro, as per our General Terms and Conditions for Astro Services. Therefore, customers are accountable for returning the boxes upon the termination of their Astro subscription. Otherwise, an RM100 (exclusive of Sales and Service Tax) box fee will be charged to the customer's account.

Yes, you can upgrade your internet speed. However, speed downgrade is not allowed.

Auto-debit payment will be debited from your account 5-7 working days after your billing cycle date.
If your auto-debit payment is unsuccessful, you will receive an SMS alert.

Yes, customers who have upgraded their packages or reconnected their Astro service in February 2024 will be charged with 8% Service Tax from 1st March 2024, for services period on or after 1st March 2024.

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.

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.

Yes, customers will be charged a fixed Paper Bill Fee of RM10.00 per bill every month for each account.

Yes, there will be a selection of titles available with Video On Demand (VOD) rights. Please note that VOD availability for movies is subject to content rights.

Only Astro customers with the Sports subscription as part of their Astro TV Pack (Bundle or add-on) will be able to enjoy the beIN SPORTS CONNECT app on their Ultra/Ulti Box.

You may switch to E-mail Billing or Paper bills to be notified of your bill and make payment. Kindly note that if you select to have Paper Bills, you will be charged a RM10 fee per bill.

Visit the app store on your Smart TV and search for the Astro Smart TV app to download it.

electronic Know-Your-Customer (eKYC) is an online process of identifying and verifying individual customers using electronic means. This enables a person to be an Astro customer anytime and anywhere, hassle-free and helps to secure your Astro account by protecting it from unauthorised usage.

If your technical issue remains unresolved after completing the recommended troubleshooting steps or seeking assistance from customer support, a technician can be arranged to visit. The applicable charges are as follows:

i. In-contract customers: Free of charge (FOC)
ii. Out-of-contract customers: RM65 per visit.

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

Customers who have lost their Ultra Box or Ulti Box will be charged RM 100 (exclusive of Sales and Service Tax).

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

Payment for Astro services will not increase. However, the Service Tax applicable will be increased from 6% to 8% and this will result in an increase in the total amount payable.

Refund can be made when there be a termination of account, over payments and in cases where payment was wrongly made to another Astro account.

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

Astro customers can subscribe to WeTV VIP via Astro as an add-to-bill service for only RM13.90/month (RRP RM13.90) to enjoy the app on their big screen TV via the Ultra/Ulti Box, wetv.vip or on the go with the WeTV mobile app which is available on Android and iOS devices.

For more details on the WeTV VIP Membership, please refer to Q12 - Q17.

Yes, you can upgrade your Disney+ subscription plan. Upgrades take effect immediately and charges will be prorated accordingly on your bill.

You can upgrade your Disney+ subscription plan through the following methods:

a. Visit My Astro app or web

b. WhatsApp or call Astro’s Customer Service at +603 9543 3838

c. Visit your nearest Astro Store

Kindly refer to the steps below to upgrade your Disney+ subscription plan on My Astro app or web:

a. Log in to My Astro app or web

b. Go to Manage Subscription → Add-ons → Manage your add-ons

c. Select Disney+ Premium

d. Click Proceed

e. Review and confirm the order

Yes, your information will still be available in the HBO Max app if you choose to resubscribe directly to HBO Max through

www.hbomax.com

. To keep your preferences and account settings, ensure you use the same email address when you resubscribe.