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 your submission was unsuccessful, you can reapply through the My Astro website or app. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process. Alternatively, you can reach out to us via Astro Help & Support for assistance.

Only new and existing Astro Fibre customers with the RG21 or RG31 (launching soon) router can use the Astro Fibre App.

Please ensure that you are using the correct ID for eKYC submission.

For Malaysians :

1. Please ensure you are using MyKad or MyTentera.

2. Capture the front and back of your ID.

3. Ensure that there is no glare when capturing the photo.

4. Ensure that are capturing it in a bright room to have the highest picture quality.

5. Please do not cover your ID when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

For Malaysian Permanent Resident and Other Nationality :

1. Please use Passport only.

2. Please capture your whole passport, which has your personal information on it and your signature.

3. Ensure that there is no glare when capturing the photo.

4. Please do not cover your ID with your when capturing it, as it may impact the OCR Optical Character Recognition accuracy.

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.

If you are currently on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may switch your current Asian Favourites selection to Viu Premium via the
My Astro app or myastro.astro.com.my. Simply go to the "Account” tab and scroll down to the
“Subscription” section. Select “TV Pack” > “Add-ons” and then click the “Switch” button.
Alternatively, you may also reach out to us via WhatsApp by typing “Hi” at 03-9543 3838 to
make your switch to Viu Premium.

No, you will not be charged 8% Service Tax for reconnection performed before 1st March 2024. Only reconnections executed on or after 1st March 2024 are subject to the 8% Service Tax.

Please provide your primary mobile number via My Astro Portal, or send it to one of our platforms found here.

Note:

• Any changes of contact details to be requested by account holder only.
• Only account holder's contact to be updated as primary mobile number in the system.

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

Please refer to

How do I activate my Disney+ access with my Astro subscription?

This exercise currently only affects person-to-person SMS with URL links. However, the blocking of SMS sent by businesses via short codes such as 6XXXX, 3XXXX, 2XXXX and 1XXXX will be implemented at a later phase. In response to this government initiative, Astro customers will no longer receive SMS bills effective 1 August 2023. This change will be carried out in phases.

Please switch your preferred Bill Delivery Method using our self-service portals via My Astro Web or My Astro app. Please click here to download the app on your mobile device or login to My Astro Web.

Yes, you can switch your current Asian Favourites selection to Viu Premium for FREE or purchase
Viu Premium as an add-on to your subscription for as low as RM8.40/month. Please refer to Q5
to Q9 for more information.

Please ensure that your existing Viu Premium account is terminated directly via the Viu mobile
app so you are not billed twice on two separate accounts. You can also reach out to Viu's
Customer Service (refer to Q18) or click on the “Contact Us” tab in the Viu app should you
require further assistance.

No, Astro & Broadband only offers a 24-month contract period upon sign up.

If you choose to opt out of SecureGo, please note that your authorisation method will not switch back to SMS OTP and transactions cannot be completed without SecureGo. You will receive a prompt to re-register for SecureGo when you need to authorise a transaction again. 

To de-register, follow these steps: 

Launch the My Astro app, tap the gear icon on top right of the screen to go to Manage. Under Settings, tap on SecureGo.

Step 1: Under SecureGo, tap the toggle to turn off/de-register 

Step 2: Tap Yes and your SecureGo will be de-registered.

Yes, another person may register their credit card to your account's auto-debit facility. If you are performing this action via our call centre, the respective card holder is required to be present.

For customers with the Ultra or Ulti Box, you will be charged a fee of RM100 (not inclusive of Govt. tax) upon confirmation of lost Astro Box and Smart Card/SIM Card.

For lost Smart Card/SIM card only, you may be charged RM50 to obtain a replacement.

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

Follow the steps below to activate and access Prime Video.

a. Via Astro’s Ultra/Ulti Box
Step 1: Launch Prime Video from the application rail (on the Home page)

Step 2: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 3: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 4: Now that you have activated your Prime Video account, your TV screen would be refreshed as below

Step 5: Click on Proceed and then on the “Sign in” button

Step 6: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 7: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

b. Via Astro’s Website https://product.astro.com.my/apps/primevideo

Step 1: Visit https://product.astro.com.my/apps/primevideo and click on "Activate Prime Video Now" then log in using your Astro ID and follow the steps on screen.

Step 2: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 3: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 4: Now that you have activated your Prime Video account, your TV screen would be refreshed as below

Step 5: Click on Proceed and then on the “Sign in” button

Step 6: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 7: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

c. Via My Astro app

Step 1: Download the My Astro app from the Apple App Store, Google Play Store, or Huawei AppGallery.

Step 2: Go to Account > Subscription > Add-ons > Manage your add-ons > select ‘Prime Video’ > Proceed then click on ‘Confirm order’

Step 3: Once done, go back to Account > Subscription > Add-ons. Here, you will be able to see ‘Prime Video’ under the list of ‘Apps’. Click on it and follow the steps displayed on screen to activate your Prime Video account

Step 4: Once you are redirected to the Prime Video app on your mobile, create an Amazon Prime account using your mobile number or email address. Then click on ‘Verify mobile number’

Step 5: Scan the QR Code displayed on your TV screen using your mobile device to be redirected to the Prime Video app

Step 6: Click on Proceed and then on the “Sign in” button

Step 7: Pair your Ultra/Ulti Box to your Prime Video account by scanning the QR Code using your mobile device

Step 8: Enter the registration code displayed on your TV screen on either a mobile browser or open the Prime Video app on your mobile device, and then click "Allow".

Step 9: Prime Video is now part of your subscription. Enjoy!

Please fill up the forms below for processing your request:
Transfer of Equiment Ownership Form

Please refer to the table below:

Note:

1. The table above is an approximation of the cancellation fee. The final fees will be calculated at the end of your subscription/upon downgrade.

1. Downgrade of Pack for Residential customers will be on basis of package ranking, whereas downgrade of pack for Astro & Broadband customer will be on basis of total monthly payment.

1. Package ranking in descending order:

• Platinum Pack (highest rank)
• Premium Pack 1/2/3 (same rank across 3 options)
• Entertainment / Sports / Movies Plus Pack
• Entertainment / Sports / Movies Pack (same rank across 3 options)
• Primary Pack (lowest rank)

Please find some examples (for Residential customers) as below:

Termination

Customer signed up for Entertainment Plus Pack (24-month contract) with Ultra Box. Customer decided to terminate the subscription 8 months into the contract. As the customer still has 16 months remaining, the maximum applicable fee will be RM41.67 x 16months = RM666.67

Pack downgrade

Customer signed up for Movies Pack (24-month contract) with Ultra Box. 18 months in, customer decides to downgrade to Primary Pack (24-month contract). As the customer still has 6 months remaining, the maximum applicable fee will be RM20.83 x 6months = RM125

Dropping off Netflix or Disney+ within first 12 months

Customer signed up for Entertainment Plus (24-month contract) with Ultra Box and 12-month commitment on Netflix App. 6 months in, customer decides to upgrade to Premium Pack 1 (24-month contract) which does not include Netflix App. As the customer still has 6 months remaining in the first 12 months of commitment for Netflix App, the maximum applicable fee will be RM41.67 x 6 months = RM250. Upon upgrading to Premium Pack 1, a new 12-month commitment for Disney+ App begins alongside the 24-month contract on the package.

• 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.

No, we’re unable to proceed if request from 3

rd

party. We will need account holder to submit the request or an Authorization letter from account holder is required.

Yes, you can change your subtitle and dubbing for your contents, however, the dubbing may differ from content to content.

The following Smart TV models are supported:
a) Samsung TV (2020 models and above) with Tizen OS 4.0+

b) LG TV (2020 models and above) with WebOS 4.0+

c) Android TV (Android 8.0 and above)
Please refer to the complete list of Android TV brands supported by the Astro Smart TV app below:

*Also supported on Google TV, Oppen, CAIXUN, Mecoo

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.

Yes, a charge of up to RM20.00 may be imposed upon reconnection.

If the bill has been paid, there will not be any additional service tax charge. However, if the bill has been issued by Astro but has not been paid, then the 8% Service Tax will be reflected in the next bill with adjustments on the new tax rate for services rendered from 1st March onwards.

Example:
Bills issued on 15th February will be charged the 6% SST. Customers will see proration for 8% from 1st – 14th March in the next bill issued on 15th March 2024. If you have fully paid your February bill before 1st March, the Service Tax will remains at 6%. You will be able to see the adjustment reflected in your next bill.

The Multiroom (Smart TV) will mirror the subscription entitlement as per your primary subscription. However, radio channels and 3rd party apps such as Netflix, Disney+ are not available for consumption via Multiroom (Smart TV).

You will be able to enjoy all the content on WeTV via your Ultra/Ulti Box,

wetv.vip

and the WeTV mobile app immediately upon successful purchase from the Astro website. Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription.

From 1st July 2023 onwards, Astro will ONLY accept cheques deposited at Public Bank Berhad.

To simplify your monthly payments, here are some recommended alternatives you can look into.

• Auto-Debit
• Online Banking
• WhatsApp
• JomPAY
• Astro Quick Pay

To find out more on how you can make your payments via these channels, kindly visit here.

Should you choose to continue with cheque payment, do ensure that you follow these steps below.

Step 1: Fill in the cheque

Step 2: Ensure that your 10-digit Astro account number is accurately written at the back of the cheque

Step 3: Go to your nearest Public Bank

Step 4: Locate the Cheque Deposit Machine

Step 5: Select “Bill Payment” on the screen

Step 6: Select “Astro”

Step 7: Drop your cheque in

Step 8: Collect your receipt

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.

No, price for Astro customers will remain unchanged. Only the RRP price from iQIYI is changed.

You will be charged 8% Service Tax on Astro Pay TV services rendered on or after 1st March 2024, whereas your Astro Fibre including Mesh will remain at 6% Service Tax.

Yes, Astro is bounded by the PDPA act. All information received will be used in accordance with our Privacy Notice.

No, the Astro Fibre App is available for Astro Fibre customers with the RG21 and RG31 (launching soon) router.

Kindly note that not all Astro & Broadband Devices are required to be returned. After service termination of your Astro & Broadband service, we will call you via your registered mobile number within 3 days to schedule a pickup appointment with our Astro agent if your device needs to be returned.

If you were not contacted within 3 working days to return your devices, you are required to discard your old Astro & Broadband devices only at registered collection centres for proper handling and management of e-waste in an environmentally sound manner. Click here to find a registered collection centre near you.

Frequently Asked Questions

1) I missed the pickup appointment; what do I do now?

You can reschedule the pick-up appointment by calling our agent directly.

2) Can I reschedule my pickup date?

Yes! You can call our agent back directly to reschedule the pickup date and time.

3) Do I have to pack my device(s) before handing it over to the Astro agent?

Our Astro agent will dismantle the devices for you. However, if your devices are already dismantled, please pack them in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.

4) Do I have to print anything or fill in any forms before handing my device(s) over to the Astro agent?

No, you do not have to prepare any documents before handing your device(s) over to the Astro agent! All you have to do is get your device(s)ready before the Astro agent arrives to ensure a smooth handover process.

5) I have the Astro & Broadband router and modem to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?

No, please return your old Astro & Broadband modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

Recycle via Registered Collection Centres

For all recycling-related questions, please click here.

We would recommend the following browsers for a smooth verification process:

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

If you're still having trouble activating your Prime Video subscription, please reach out to Astro Customer Service for help:

1. Sending a WhatsApp message with "Hi" to 03-9543 3838 for assistance.
2. www.astro.com.my/contactus/form

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, subtitles are available in various languages including English, Malay, Chinese (Simplified & Traditional) etc.

To enable this feature, click on the subtitles selection option at the bottom right corner of the video player, then click on the language you desire.

No, there is no penalty fee if you decide to cancel your Multiroom (Smart TV) subscription.

You can recover your Netflix login here or at astro.com.my/Netflix

Step 1: Head to astro.com.my/Netflix

Step 2: At the FAQ section look for "How to recover my Netflix login email and password

Please refer to these FAQs for more information, or click here to learn more and sign up for the Ultra Box. Alternatively, you may call 03-7481 8000 to get in touch with an Astro representative.

Astro is continuously improving our user interface and introducing new features to our platforms to ensure that your Astro experience is more seamless, efficient and user-friendly.

For details on our latest interface, Picture-in-Picture mode and auto-start interactive mode on Astro GO, please click here.

In addition, we have also recently introduced a new look to the Title Information Page, the ability to disable the Profile Selection Screen and adjustable auto-standby timing. For more information, please click here.

Your access to Astro GO will depend on the subscription pack that you are subscribed to. Not all shows/channels will be available on Astro GO as this depends on contractual rights with specific guidelines on the entitlement of these shows/channels. We are continuously working hard to make more content available on Astro GO.

You may navigate around the menu on the side bar on Astro GO app, or top bar on the Astro GO web version to find shows available.

Mobile - Astro GO App

Menu Guide

• Home: Check out all the recommended content or watch your subscribed TV channels via the Channel Guide at the bottom of your home screen.
• Catch Up: Missed an episode of your favourite series? Fret not, Catch Up on the latest episode of your favourite shows on Astro GO.
• Boxsets: Watch complete seasons and series from our On Demand library anytime anywhere.
• Movies: Watch recent and popular movies on your devices! You can access a large catalogue of On Demand movies, according to your subscription.
• Kids: Catch all the cartoons, animations and a variety of shows for kids of all ages.
• Sports: Watch the biggest sporting shows LIVE on your mobile device, anytime anywhere.
• Store: Other than your subscribed packages, you can also purchase and watch your favourite Pay-Per-View movies and other Astro exclusive content (not available on iOS devices).

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.

The amount you're charged depends on:

• Your contract period and how long's left of your minimum term from the date your subscriptions end, calculated in months.
• Your current box type - Ultra or Ulti/Other Astro Boxes
• The packages you subscribe to, including App services such as Disney+ and Netflix

We would highly recommend for you to pre-pack your Astro Box equipment before taking it to our courier partner branch. However, if you unable to pre-pack the Astro Box, you can bring the equipment to the nearest courier partner branch for assistance.

As e‑Invoicing supports quicker processing, smoother transactions and a more seamless billing and tax compliance experience over time, we highly encourage customers to stay opted in. It also makes it much easier for you to keep proper records for tax relief claims. If you still wish to stop receiving e‑Invoices, you can opt out through the My Astro website or the My Astro app.

On the My Astro website:

1. Log in using your Astro ID.
2. Click Bills, scroll down to e-Invoice, and toggle it off.
3. Please click Confirm to ensure that the changes has taken place.

On the My Astro app:

1. Log in using your Astro ID.
2. Tap your account number or the default profile icon at the top left.
3. Scroll down to the Billing section, select e-Invoice, and turn the toggle off.
4. Please click Confirm to ensure that the changes has taken place.

Each Astro customer can subscribe to a maximum of one (1) Multiroom (Smart TV) subscription. If you need additional Multiroom access, you may subscribe to Multiroom (Astro Box). All subscriptions must be used within the same location as the main subscription.