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

Band Steering is a functionality that our WiFi router (Huawei K562E) has that intelligently connects devices to its WiFi to the best frequency bands available based on usage, speed and coverage by using only one same SSID for both 2.4GHz and 5GHz band.

Please contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your card information from being misused in fraudulent transactions.

For customers with Entertainment Plus, Movies Plus, Sports Plus, Premium 2, Premium 3, and Platinum Pack

1. Launch Netflix from the home screen or via remote control.

1. Click on Get Started

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account. Once successfully completed, all existing settings and watching history on your Netflix account will be brought over. If you are a new Netflix customer, create a new account by filling in your email address and a password for your new Netflix account.

1. In the next screen, you will be shown your default Netflix package “Standard”, you can choose to upgrade to “Premium” here.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

For Non-Entertainment Plus, Premium 2, Premium 3, and Platinum Pack Pack customers (New Netflix customers)

1. Launch Netflix from the home screen or via remote control.

1. Click on Join Now

1. Create a new account by filling in your email address and a password for your new Netflix account.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

Note: The Netflix plan will be defaulted to Premium, you may select ‘Change Plan’ to choose the ‘Standard’ plan.

For Non-Entertainment Plus Pack, Premium 2, Premium 3, and Platinum Pack customers (Existing Netflix customers)

1. Launch Netflix from the home screen or via remote control

1. Click on Sign-in

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account.

1. You will be able to start watching Netflix on your Ultra/Ulti Box once you log in.

To request for a move, you may choose to:

(The fastest way) Self-serve by logging in to My Astro and follow the steps below:

1. Download the My Astro app or use the web version of My Astro
2. Login using your Astro ID
3. Go to Account > Profile > Address
4. Tap on the edit icon on 'Service address'
5. Verify your identity via SecureGo or OTP
6. Fill in your new address and confirm your relocation
7. A support ticket will be created and we will be in touch

OR

Submit your feedback via below link: https://support.astro.com.my/feedback-form

1: Choose Feedback Type

• Type: Technical issues
• Issue: I want to enquire about installation/ relocation

2: Fill in the form and click “Submit” support ticket.

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.

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

You may contact Astro's Contact Centre (03 - 9543 1543) to process the cancellation.

The Mesh WiFi device(s) needs to be returned upon service termination via an arranged pick-up by our installers.

a) Launch the app on your new Smart TV device and follow the instructions on screen to log in.

b) You will receive a notification on your mobile that the maximum no. of registered devices has been reached and see the list of registered devices.

c) Choose the old Smart TV to be removed and your new Smart TV will be added automatically.

The Astro X3 packs are available to both new and existing Astro customers, making it easier for customers to enjoy a fully digital viewing experience. For existing Astro customers, subscribing to an Astro X3 pack under a 12-month contract will be treated as a new subscription, and a separate account will be created.

To manage this subscription, customers will need to register a new Astro ID using a new email address. This ensures a smooth and seamless self-service experience, with each subscription managed independently.

Ultra Box with Contract:

Astro customers are entitled to a two (2) years manufacturer warranty and Installation warranty. During this period, after-sales service is free of charge. However, when your warranty period is over, all after-sales service is subject to a minimal service charge starting from RM65 inclusive of 8% Service Tax.

Other Decoders/Ultra Box Without contract:

Astro customers are entitled to a one (1) year manufacturer warranty and (6) months Installation warranty. During this period, after-sales service is free of charge. However, when your Installation warranty period is over, all after-sales service is subject to a minimal service charge starting fromRM65 inclusive of 8% service tax.

You will receive two SMS notifications with tracking numbers separately from the courier service, one for the Plug & Play Box and one for the Astro SIM card. Please expect these SMS notifications to be sent to you within 2-3 working days upon successful order submission (online or via retailer).

The WiFi SSID and password of the Mesh unit will be automatically synchronized to the WiFi router. Hence, there is no need to configure the WiFi parameters.

*WiFi SSID (Service Set Identifier) is the name of your wireless network, also known as Network ID. It is viewable to anyone with a wireless device within reachable distance of your network.

Customers will still be charged a penalty of RM 100 (exclusive of Sales and Service Tax), as per our terms and conditions, as the Astro Box & SIM Card are properties of Astro.

Customers who downgraded their package from Astro Broadband Bundle/Astro Fibre Bundle to Astro TV Pack only will be charged 8% Service Tax effective 1^st March 2024 onwards. Any adjustment or proration charges incurred before the downgrade will be calculated based on 8% service tax in the next bill, in line with the latest package downgrade.

You can have up to five (5) devices registered to your account at any given time. However, you can only stream from one (1) device at a time.

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

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.

STEP 1
Check the Audio settings on your box and set to Auto.
Refer guide to change Digital Audio Settings.

STEP 2
If issue persist, check if there is any 3rd party device (sound system/hdmi splitter) connected between box and TV.

STEP 3
If using 3rd party devices, bypass/remove 3rd party device and make sure HDMI cable connected directly from box to TV.

STEP 4
If issue persist, connect to Live Agent via WhatsApp for help.

Please upgrade the Ultra/Ulti Box software to enjoy Netflix on your Ultra/Ulti Box. To do this, please click on the Netflix app icon on the homepage or go to CH741 to prompt the software upgrade. Kindly click Install when the software upgrade prompt appears. This will take approximately 20 minutes and you would be able to launch Netflix on the Ultra/Ulti Box after that.

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

Yes, your advance payment will be fully refunded if you cancel your subscription before the Astro box installation. Please WhatsApp "Hi" to us at 03-9543 3838. Then select Billing Services, provide your IC number if requested, and choose Refund Request.

The refund process will take approximately 14 days for processing with your issuing bank.

However, if you decide to cancel your subscription after the Astro box installation (during your contract period), a prorated early termination fee will apply.

Yes. All TVBAnywhere+ add-on plans; VOD Zone, Channel Zone, and Premium allow streaming on up to 2 devices concurrently. This means you can enjoy your favorite content on two devices at the same time.

Upon submitting your application, you will receive the eKYC link via SMS/email/astro.com.my to complete the eKYC verification within 3 days.

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.

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.

For customers that would like to subscribe to Multiroom with a box installation,

(i) customers on the old packages (example Family Pack, Starter Pack, Value Pack, Super Pack or Super Pack Plus) will have to subscribe to our new packages first by sending "Switch" to 03-9543 3838 via WhatsApp;

(ii) customers on the new Astro packages can subscribe by visiting product.astro.com.my/multiroom or WhatsApp "Hi" to 03-9543 3838.

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.

Please be sure to take your decoder, satellite dish, smartcard, remote control and all other fixtures after dismantling is done by the technician.

Netflix is available to IPTV customers on the Ultra Box and Ulti Box. Non-Ultra Box customers will not be able to access Netflix on CH741. Please upgrade to the Ultra Box/Ulti Box to access Netflix on the Ultra Box.

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.

No, you can only stream the beIN SPORTS CONNECT app on one device at a time.

There are 2 methods of setting maturity ratings restriction on Netflix:

Method 1 – Create a Kids Profile in Netflix App on Ultra/Ulti Box

1. On the Netflix home menu, select “Switch Profile”

1. Select Add Profile. 

1. Name the profile.

1. Select Kids. Kids profiles have a logo 'Kids' on the profile icon so they are easy to identify. 

1. Select Continue. The new profile will show on the list of profiles on your account.

Method 2 – Manually set Viewing Restrictions for each profile

1. Go to https://www.netflix.com/profiles/manage

1. Select a Profile.

1. Under Maturity Settings, select Edit.

1. Enter your Netflix password.

1. You may select the desired Maturity Rating settings or add a particular title restrictions for the profile.

1. Select Save.

For more information kindly visit:

• https://help.netflix.com/en/node/114275

• https://help.netflix.com/en/node/114276

Once your 12-month contract period ends, you will continue to enjoy your Astro X3 Pack at the same monthly subscription fee as your per your initial plan, subject to Astro's prevailing terms and conditions and any future changes communicated in advance. There will be no price change upon contract expiry. Pricing is as outlined below.

Note: All prices quoted are excluding SST

Customers are only required to return their Ultra Box or Ulti Box with the SIM Card. There is no requirement to return the remote control, power cables, or the satellite dish/outdoor unit (ODU). For these items, please recycle them at registered collection centres which can be found here.

If you would like to transfer your existing HBO Max Account to be charged under Astro bill, please follow the steps below:

1. Cancel your existing subscription with HBO Max.
2. Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for HBO Max via Astro bill.
3. To subscribe, navigate to My Astro app page and clicked on “Manage your add-ons" where you will be able to manage all the streaming apps you are entitled.

Astro's Plug & Play Box is our latest box where users can enjoy the latest Astro box simply by connecting it to the TV and internet. There is no longer a need to schedule or pay for an installation. By connecting your Plug & Play Box to home broadband, you will be able to-do the following:

• Watch your channels over the Internet. No more rain fade!
• Never miss your favorite shows again as you can stream LIVE events from the beginning, or simply pause and resume the program as you wish.
• Access a library of over 110,000 videos on demand. Catch-up or binge-watch full episodes whenever you like.
• Access your recordings anytime on TV or the Astro GO app via Cloud Recording.

Other features include pause on TV and continue watching on the Astro GO app, enhanced search capabilities and more.

If you’re facing issues updating your email address via My Astro, here’s how you can update your email address through your Set Top Box (STB).

Note: This method only works if you are on Ultra or Ulti box that is connected to the internet. If you are on an older box, kindly reach out to us via our Feedback Form.

1. Switch on your box and launch My Astro through the top menu or from the ‘Apps’ section.
2. Once you are in My Astro, press the yellow button on your Astro remote control to visit your ‘Account details’.
   
3. Press the down button to view ‘Personal info’.
   
4. Press the left button and focus on the edit icon for email address, press on "OK" to change your contact details.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter your new email address.
   
7. Please enter the OTP sent to the new email address.
   
8. Once the OTP is verified, your email address will be updated.
   

If you’re still unable to update your email address, kindly reach out to us via our Feedback Form and a representative from our team will get in touch to assist you soon.

SST of 6% and 8% will be applied accordingly to your bundle services:

1. 8% SST to Astro TV Pack
2. 6% SST to Astro Fibre