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.

No, your subscription will be terminated at the end of your Astro billing date. Until then, you will still be able to access your WeTV VIP account.

To redeem rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

You will receive a 6-digit SMS OTP number sent to your registered mobile number.

There are 4 ways for you to contact us for assistance:

1. Submit an in-app feedback form via the iQIYI app by following these simple steps:
   • Step 1: Click on your Profile
   • Step 2: Click on "Help & Feedback"
   • Step 3: Click on "Feedback" at the bottom of the page
   • Step 4: Fill in your email address. Please ensure it is accurate as you will be contacted via this email address.
   • Step 5: Briefly explain the problem/trouble/feedback
   • Step 6: Click "Submit"
2. Please contact the iQIYI customer service team via [email protected]. You will receive a response within 3-5 working days.
3. Kindly include your iQIYI UID information when you submit your feedback via email by following these simple steps:
   • Step 1: Open the iQIYI app
   • Step 2: Tap on the "Me" button at the bottom right
   • Step 3: Tap on your username at the top left
   • Step 4: Scroll down to the "Personal Data" page and copy your "UID" number
4. If you are an Astro customer, you may also contact our Customer Service by:
   • Submitting a feedback form here: https://support.astro.com.my/feedback-form;
   • Reaching to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.

Yes. There is a possibility more courier partners will be added in the future. We will keep you informed of any new information.

The Viu app offers subtitles in English for all content and Bahasa Malaysia for selected content.
Additionally, dubbing in Bahasa Malaysia, Bahasa Indonesia and Cantonese is also available for
selected titles. You will be able to select or switch off subtitles and dubbing when you play
videos in full screen.

Follow the steps below to access the TVBAnywhere+ app on your Ultra/Ulti box:

• Step 1: On the Home menu, go to the app rail and select TVBAnywhere+. A screen with Pair TVBAnywhere+ TV App and a QR code will appear.
• Step 2: Scan the QR code with your mobile device. This action will open the TVBAnywhere+ login page on your phone.
• Step 3: Click on the Astro logo from the partner picker list and login with your Astro ID.
• Step 4: The TVBAnywhere+ app will now launch. Select the ‘Me’ icon to open your profile.
• Step 5: Choose Pair with TV App on the profile page.
• Step 6: A pairing code will appear on your TV. Enter this code on your mobile device and click OK. The TV screen will refresh, and the TVBAnywhere+ homepage will appear.

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.

Astro X3 allow up to 2 concurrent streams at the same time, shared across your registered devices. If you’d like to enjoy more simultaneous viewing, you can add GO+ to increase to up to 4 concurrent streams for RM5.99 per month (exclusive of SST). While streaming is flexible across devices, only one Smart TV can be used at a time. The remaining streams can be used on mobile or other supported devices via Astro GO.

The new packs will be available starting 9 December 2024 and you can subscribe via:

• The Astro website: www.astro.com.my

• WhatsApp at 03-9543 3838 and type GET ASTRO

• Astro Customer Service Centres

If you cancel your subscription before completing the 12-month contract period, an early termination fee may apply in accordance with your contract terms. The fee is calculated by multiplying your monthly subscription fee by the number of months remaining in your contract.

It will begin on 1st March 2024 and onwards.

4K content is currently not supported on the Ultra/Ulti Box. However, you can still enjoy Prime Video in 4K on compatible smart devices.

You will be able to check your balance, switch to e-billing, request for payment barcode and request for reconnect at standard telco rate.

Please ensure that you have entered the correct email address or mobile number associated with your Disney+ account.

If you still do not receive the OTP, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

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)

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

Once you have submitted your e-invoice request, it will be processed and you can receive the application results through My Astro website or app. Some applications may take longer to process due to unforeseen circumstances. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process.

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.

Yes, provided that your Plug & Play Box has not been activated and no later than 7 days upon receiving both the Plug & Play Box and Astro SIM card. In the event that you have activated your Plug & Play Box and wish to cancel, a contract penalty fee will apply.

We will reach out to you for a suitable time to pick up the Plug & Play Box and Astro SIM card.

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.

Mesh WiFi technology greatly improves the WiFi network coverage within your home and virtually eliminates all WiFi “dead spots”. However, like all technologies there are limitations that you should be aware of.

The pairing of Mesh unit to the WiFi router is automatically handled between the WiFi router and the Mesh unit after it calculates its current position in relation to the WiFi router and surrounding Mesh unit (if available) already connected to the WiFi router.

If you are self-installing the mesh at your house, it is advisable for you to always pair the Mesh unit(s) with the WiFi router only regardless of how many Mesh unit available at your house.

Please note that if you have a Mesh connected to another Mesh, the expected performance of the WiFi speed will not perform as optimally as when compared to a Mesh connected directly to the WiFi router. Adding more points (also referred as Number of hops) in between your device to the WiFi router which will cause a reduction in bandwidth and add latency.

You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase

Want to return your Ultra or Ulti Plug & Play Box? It's simple and free!

Here's what you can do with your unused Ultra/Ulti Plug & Play Box:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our courier partners.

Step 2: Just sit back and relax! A courier agent will come to your doorstep to retrieve the devices.

You will be able to access Netflix on your Ultra and Ulti Box. However, kindly note that if you have an Ulti Box with a Netflix Premium subscription, you will not be able to watch content in 4K UHD and Netflix Spatial Audio.

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. 

Currently, Maxis, Digi, Celcom, TuneTalk, U-Mobile, Yes, XOX and Webe.

To start using Astro Rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

You may utilise your credit balance to offset future billing on your Astro account, or contact us here for further enquiries.

To enjoy full premium access, simply add RM10 to upgrade your Sun NXT Lite subscription to
Sun NXT Premium.

No, there will be no changes to your existing Astro subscription, package, pricing, or services. You can continue enjoying your current Astro experience as usual. The launch of Astro X3 does not affect your existing subscription unless you choose to make changes to your plan.

If you see the error message "There is No Internet Connection" while using the Astro app on your Smart TV, please follow these troubleshooting steps:

1. Check Your Internet Connection

• Confirm whether your Smart TV is connected to the internet via Wi-Fi or a LAN (Ethernet) cable.

2. Check the LAN Cable Connection (if using Ethernet)

• Ensure the LAN cable is securely connected from the router's LAN port to the TV's LAN port.
• Verify that the LED indicator lights on both the router and TV network port are active.

3. Test the LAN Cable

• Connect the same LAN cable to another device (for example, a laptop or another Smart TV).
• Check whether the device can access the internet to confirm the cable is functioning properly.

4. Reconnect to Wi-Fi (if using Wi-Fi)

• Go to your TV's network settings.
• Select your home Wi-Fi network and choose Forget Network.
• Reconnect to the Wi-Fi network by entering the password again.

5. Check Other Devices

• Verify that other devices in your home (such as smartphones, tablets, or laptops) can connect to the same Wi-Fi network.
• If all devices are unable to connect, the issue may be with your internet service.

6. Restart Your Devices

• Turn off and restart the following devices:

• Router
• Modem (if applicable)
• Smart TV

• Wait a few minutes for the internet connection to stabilize.
• Launch the Astro app again and test the playback.

If you are still having issues, 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.

Yes, customers will be charged 8% Service Tax on switching fee for any services rendered on or after 1st March 2024.

Of course not! It is a value-added service introduced for your convenience.

Yes, customer may choose to have different billing method for each different account.

Physical bill charging will only apply to the account that has opted for paper bills.

For Astro Ultra Box or Ulti Boxes, you will be able to see an itemised charge called "Box Fee” in your Astro bill.

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

If you cancel your Astro X3 subscription mid-month while still under contract, the termination will take effect at the end of your current billing cycle. Your service will remain active until then, and no partial or prorated refund will be provided. And early termination fee charges may still apply.

However, refunds may be applicable if there is an excess credit balance in your account, such as an overpayment or duplicate payment. Any eligible refund will be processed in accordance with Astro's refund policy.

Astro continuously reviews its product propositions to ensure we can provide the best customer experience for all our subscribers. We have discontinued the 50% multiroom in order to allow our Astro subscribers with a subscription fee of RM100 or more to only pay a standard RM49.99 (with box setup) to enjoy the Multiroom experience on an Ultra or Ulti Box.

We apologise for any inconvenience.

Advance payment is only applicable to Astro TV pack purchases. If you subscribe to an Astro Fibre+TV bundle, only one month of your TV subscription fee (excluding tax) is required to be paid upon sign-up. The full tax amount and the first-month subscription fee for Astro Fibre will be paid on your first month's bill.

By changing from a 12-months commitment period to 24-months, there will not be any cancellation fee applicable. You will start a new contract with 24-months commitment and receive the corresponding discount for that duration.