STEP 1
On your remote, press the Home button and the home menu will be displayed on your screen.

STEP 2
Navigate to Profile.

STEP 3 The Profile Selection Screen will be displayed.

STEP 5
Choose a profile to edit.

STEP 6
Navigate to Name.

STEP 7
Enter your new Profile Name, navigate to DONE and press "OK".

STEP 8
Your new profile name will be shown in the Profile Selection Screen.

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

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.

STEP 1

Switch off the power for your box and make sure that the adapter's power light is off.

STEP 2

Locate the SIM card at the left side and gently pull it out.

STEP 3

Wipe the SIM card's gold chip clean using a dry soft cloth.

STEP 4

Make sure the gold chip is facing down and reinsert it all the way in.

STEP 5

Switch on the power for your box and make sure that the adapter's power light is on.

Please wait for 5 minutes.

STEP 6

Turn on your box. You should no longer be experiencing this problem.

If issue persist, please submit the issue on our Feedback Form with the error details and provide sim card number for assistance.

The contract period for TV packs will be 24-months upon sign up. In addition to the TV packs, if you would like to also sign-up for Broadband, the contract commitment will be 24 months too.

If you don't currently have an Ultra or Ulti Box, you can upgrade by calling or sending a "Hi" message via WhatsApp to 03-9543 3838. Select your preferred language, then type “2” to upgrade and select “Box upgrade” option. Once your Ultra/Ulti Box is successfully activated, you'll able to access Prime Video app on Astro Box. Activate the app to enjoy the 2 months access. To activate click

https://product.astro.com.my/apps/primevideo

Please ensure that:

a. Your Astro subscription includes Disney+. You can verify this via My Astro app or web under Manage Subscription → Add-ons.

b. Your Disney+ subscription has been activated. You can check the activation status via My Astro app or web under Manage Subscription → Add-ons.

c. You are using the correct email address or mobile number associated with your Disney+ account.

If you continue to experience login issues, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

Kindly refer to the steps below to log in:

STEP 1

Click on the Disney+ app logo under the Apps rail on your Home page

STEP 2

Select Log In

STEP 3

Scan the QR code or visit the website on screen to log in

STEP 4

Key in the on-screen code to pair your TV

STEP 5

Enter your email address or mobile number associated with your Disney+ subscription

STEP 6

Select whether you want your OTP to be sent to your email address or mobile number

STEP 7

Key in your OTP

STEP 8

Review and agree to the Disney+ terms

Only applicable to first time log in to Disney+ after the app migration

STEP 9

Create your user profiles

Only applicable to first time log in to Disney+ after the app migration

STEP 10

Select your user profile on your TV screen to start watching

No, the Service Tax is a tax payable entirely to the Government. Astro acts as a collection agent for the Government.

No. You will need to use a Malaysian mobile number registered with a local mobile network operator to register and activate your Disney+ subscription through Astro.

STEP 1

While watching linear channel, press “OK” to launch player banner.

STEP 2

Press “OK” again to Pause. You will see an Icon on the left of TV screen.

STEP 3

Press “OK” again to resume the program.

STEP 4

Navigate to Back To Live TV and press "OK" to go back to the live view.

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

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.

Please ensure that you are logging in with the correct Astro ID and password. If you cannot remember your password, use the “Forgot Password” option to reset.

If the issue persists, you can submit an enquiry through our feedback form here. Please refer to the steps below:

Step 1: Select Feedback Type: Technical issues
Step 2: Select Issue: I have an enquiry/issue with Apps

Then choose the app you’re having trouble logging into and submit the form.
We will get in touch with you within 48 hours.

Important: To use Astro GO, My Astro, and other partner apps included in your subscription, your Astro ID must be linked to an active Astro subscription. You can refer to the steps here to learn how to link your Astro ID.

Yes, the iQIYI app is accessible globally. However, the content of the app might differ depending on the country which will be tailored based on local content rights and market preferences.

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.

You will only be able to watch Astro GO and/or Multiroom Smart TV on up to 2 devices at the same time as opposed to 4 devices with Astro GO+.

Your cloud recording storage will also decrease from 1500 hours down to 200 hours. Your stored recordings/downloaded shows that exceed 200 hours will also be removed.

We want to ensure that only the authorised account owner can have access to their Astro account. This activity ensures that only you can log in and access all the details tied to your Astro account.

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.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

The Astro Fibre App is supported on all iOS devices version 16 or later and Android devices version 9 or later. To download the app, you may visit your mobile app store and search for “Astro Fibre App”. Alternatively, you may install the app on your mobile device by clicking here (Google Play Store) or here (iOS App Store).

You may reach out to Astro's customer service at 03-95433838 if you think there's an error regarding your redemption or rewards.

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

Starting 29th April 2025 onwards, the Sun NXT app will be available on the Ultra/Ulti Box for all Astro customers to enjoy on the big screen, web app or/and mobile app.

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!

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.

STEP 1
Check the internet connectivity by run the Test Connection.
Refer Run Test Connection.

STEP 2
Verify the Test Connection results.
a. All connected successfully - Proceed to STEP 3
b. All connection failed - Proceed to STEP 4
c. Router connection successfully, others failed - Proceed to STEP 7

STEP 3
Please ensure your box with the latest software update from "General Diagnostics".
Refer to Check Software Version Status.

If your box status is other than "Your box has the latest update (a)", please proceed to update the software.
Refer Software Update guide.

STEP 4
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 5



STEP 5
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 6



STEP 6
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.

STEP 7
Suspect there is an issue with your internet connection.
Please check with your internet service provider or if under Astro Fibre / Astro Broadband, connect to Live Agent for help.

This error indicates that you are streaming on Astro GO while being connected to Static or Fixed IP. Alternatively, you can try accessing Astro GO via Hotpot.

If you still facing the same issue, proceed to submit report via WhatsApp or Feedback Form.

Customers can enjoy major European football leagues, over 3,000 hours of live tennis and other global sporting events LIVE and on-demand on the app. You may check out the complete list of competitions available on the app here: beIN SPORTS CONNECT | Live Leagues and Competitions | LaLiga, Serie A, Ligue

STEP 1 On your remote, press the Home button and the Home Page will be displayed on your screen.

STEP 4 Navigate to Edit Profile.

STEP 5 Choose a profile to edit.

STEP 6 Choose a new Profile Picture and press “OK”.

You will be contacted by an Astro representative within two working days to advise you on the next course of action.

No, the courier charges are borne by Astro for the retrieval of the box and Smart Card/SIM Card.

There will be two attempts made to retrieve the box and you are required to be available at the agreed upon time.

You will be required to verify your account once when you register your Astro ID or when you reset your password. This can be done either on the My Astro website or the My Astro app. The steps are simple:

• Step 1: Log in using your email address or mobile number and password

• Step 2: Enter the verification code sent to your registered email or mobile number

• Step 3: Re-enter your password to confirm your Astro ID

• Step 4: Verification is complete! You can now log in to your Astro account and access apps like Astro GO and My Astro

You may subscribe to add-ons via any of the platform listed below:

Astro TV customers

No, you will not be required to take on a new contract after moving. If you still have an existing contract, the contract will continue.

Broadband / IPTV customers

Yes, your contract will be renewed to a new 24-month contract.

STEP 1: Confirm TV Input Source
Use your TV remote to select the correct input:

HDMI for HDMI cable users.
AV/Video for RCA cable users.

Cycle through inputs (HDMI1, HDMI2, AV1, etc.) until the Astro box screen appears.

STEP 2: Check Cable Connections

HDMI Users:
Ensure HDMI cable is firmly connected to both the Astro box and TV. Try a different HDMI port or cable if needed.

RCA Users:
Match red (audio right), white (audio left), and yellow (video) cables to the correct ports. Ensure cables are not loose or damaged.

STEP 3: Power Cycle the Astro Box

Turn off the Astro box.
Unplug the power cable from the wall socket.
Wait 10 seconds, plug it back in, and turn it on.

STEP 4: Test with Alternative Port or Cable

Try a different HDMI or AV port on your TV. Use a different HDMI or RCA cable to rule out faults.

STEP 5: Contact Astro Support

If no improvement seen, please submit the issue in our Feedback Form and attach a picture of your smart card number for assistance or WhatsApp us at 03-95433838.

Yes, starting 9 December 2024, the new packs will be the default offering from Astro.

STEP 1

Check your current software version on your box.

If the software version updated (Refer to Table 1), proceed to STEP 2.

Table 1

If software version different from Table 1, click here for Software Update guide.

Once software is updated, tune to the impacted channel.

If issue persist, proceed to STEP 2.

STEP 2

Run Test Satellite Frequency.

Click here for the guide.

If Test Pass, proceed to submit report here.

Guide to submit report:

At Feedback Type select "I have missing channel".

Fill up all the required information and submit.

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).

You will receive appointment details via SMS within 48 hours.

If Test Fail, proceed to STEP 3.

STEP 3

Proceed to Update Satellite Frequency.

Click here for the guide.

Once completed, tune to the impacted channel.

If issue persist, proceed to submit report here.

Guide to submit report:

At Feedback Type select "I have missing channel".

Fill up all the required information and submit.

Please indicate if you agreed to recontract for 12 months (technical visit is FOC) or paid visitation (RM65).

You will receive appointment details via SMS within 48 hours.

Please use your Astro ID that was registered with your Astro Fibre subscription to log in to the Astro Fibre App.

You may view your current subscription details or the channels and packages you are currently subscribed to via My Astro App or My Astro Web. Just login to your accmyastro.astro.com.my/download/ount and click on Manage Subscription to view.

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

You will be able to watch the same video on demand content on your Ultra/Ulti Box as the ZEE5 mobile app or website. However, ZEE5 live channels are currently not available on the Ultra/Ulti Box. Please stay tuned for updates!

Your Astro account number is a 10-digit combination e.g.08XXXXXXXX.

To check your account number, you can do it through My Astro. Here's how:

1. Download the My Astro app or visit My Astro web
2. Login using your Astro ID
3. Go to Account
4. You will be able to see your account number tied to your subscription

Alternatively, you can find your account number on your paper bill or e-bill. You can refer to the top right corner of the bill.

🔄 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

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

Astro GO is free for all Astro customers to enjoy their favourite shows and channels on their smartphones, tablets, and computers – anytime, anywhere in Malaysia. Astro customers with an active Pay-TV subscription can link their accounts to watch corresponding On Demand and TV channels available on Astro GO as part of their subscription.

Don't have an Astro account? Fret not, you may still preview and browse content available on Astro GO via Web, Mobile Phone or your tablet using Astro GO Guest Mode.

beIN SPORTS CONNECT is the ultimate live streaming sports service that provides you with access to global sporting events both LIVE and on-demand such as major European football leagues and over 3,000 hours of live tennis via Astro's Ultra Box, Ulti Box, mobile app or web.

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

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.

You can record your favourite shows, save them to the cloud storage and watch it across any of your devices (Astro Box, Astro GO devices, Multiroom Smart TV).

You may login to your My Astro App and go to Account then click on Subscription followed by Add-ons, below is the step-by-step guide. Here, under the Apps category, you will be able to see all the apps that are included in your current subscription plan. If you’re unable to find Prime Video, click on ‘Manage your add-ons' to add-on the app to your pack at RM25/month (tax included).

Step 1: Press on Account

Step 2: Press on Subscription

Step 3: Press on Add-ons

Step 4: Check on the Subscription list