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

Viu is an on-demand video streaming service with over 4,500 hours of movies, TV shows and
music. With Viu, you can stream premium Asian content from Korea, Japan, Thailand, Hong
Kong, China and Taiwan – with English, Malay & Chinese subtitles (for selected titles) and more,
all on your big screen TV via the Ultra/Ulti Box or on-the-go right at your fingertips with the Viu
mobile app

Astro Cloud is a virtual storage that allows you to record and watch your favourite TV shows on Astro GO anytime, anywhere. Customers can enjoy 200 hours (500 GB) of cloud recording on Astro GO web and mobile app, and on your Astro Box (if applicable) at no additional cost.

To check your remaining Cloud storage space, go to Settings > My Devices, you will find your cloud storage information here.

You can upgrade your storage to a total of 1,500 hours (4000gb) with the Astro GO+ add-on for RM 5.99/month.

Kindly visit https://myastro.astro.com.my/ or call us at 03-7490 8102 to upgrade your storage plan.

Astro Rewards is open to all *Active Astro PayTV customers and their immediate family members

* "Active Astro customer" refers to subscriber of the Astro Service and whose account is current and active with no outstanding payments due and owing to Astro 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 as at the date of winner notification. Winners must remain active Astro customers until the date of collection of prizes.

Astro ID is the account you use to sign in and manage all your Astro services online. You can use your Astro ID for the following Astro apps and portals:

1. My Astro
2. Astro GO
3. HBO GO
4. Disney+
5. iQIYI
6. TVBAnywhere+
7. beIN Sports Connect
8. SYOK App
9. AWANI App
10. Astro Website
11. Ideaktiv portals

You can create an Astro ID using your mobile number or email address here. To secure your Astro ID, please proceed to next step and link the ID to your Astro account number (10 digits) or smart card number (12 digits).

• If you have signed up for a PVR (New customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you have signed up for a PVR (Existing customers), you will have to maintain your Astro subscription for 24 months, or a pro-rated penalty shall apply.
• If you took up a PVR decoder at a special offer with the package subscription of Super Pack Lite/Super Pack/Super Pack Plus/monthly subscription > RM169.60 (price includes Govt tax), you will have to maintain your package subscription for a minimum of 6 months, or a flat penalty fee of RM106 (price includes Govt tax) shall apply.

There will be no changes to your billing cycle.

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!

Please contact your issuing bank for further information. Astro does not directly handle standing instructions. Please utilise our auto-debit facility if you would like hassle-free payments.

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

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.

You can get your TIN from the

MyTax Portal

or visit the nearest IRBM branch.

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.

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

No, your rewards cannot be transferred to another person or exchanged for cash.

To allow customers to decide on their WiFi connection arrangement based on their preference upon being advised by the installer on-site.

User to manually connect their devices to different WiFi bands based on their usage and preference.

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

TVBAnywhere+ is the global streaming app from Television Broadcasts Limited (TVB) and is available as an add on for all Astro customers. It offers a vast library of over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals. Customers can enjoy these shows anytime, anywhere.

Key features include:

• Up to two concurrent streams per account
• Watch on the big screen via Astro’s Ultra/Ulti Box, Android TVs, and selected Samsung and LG Smart TVs.
• Subtitles and dubbing in multiple languages: major dramas are available in Traditional Chinese, Simplified Chinese, English, Bahasa Malaysia and Bahasa Indonesia.

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

You will receive an email within 45 minutes of payment made to let you know whether your advance payment is successful or not. If your payment has failed, you may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

As a VIP (Standard VIP or Premium VIP), you will be entitled to enjoy the benefits of the VIP subscription, including:

• Access to exclusive content only on iQIYI
• Early access to selected content episodes
• Where available, access to high definition (up to 1080P viewing quality) and surroundsound (Dolby Audio) versions of the Content
• The ability to skip advertisements
• Up to 2 concurrent viewing

Additionally, as a Premium VIP, besides the benefits mentioned above, you will also be entitled to the following benefits:

• Advance previewing of selected content episodes labelled as "locked"
• Where available, access to high definition (up to 4K viewing quality)
• Up to 4 concurrent viewing of VIP content, compared to only 2 concurrent viewing enjoyed by Standard VIP members

If you have more questions about these VIP privileges, please let us know by following these steps: "Profiles" > "Feedback". More privileges are in development for VIPs. Please stay tuned and join IQIYI as a VIP to enjoy these benefits.

Please check SMS received on the unsuccessful payment status and should you require further clarification contact your issuing bank for clarification or contact us via WhatsApp.

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

Only the account holder is allowed to manage the auto-debit facility. However, a third-party card holder has the right to withdraw their registered card from the linked-account with proper validation.

Astro Multiroom is a 2nd Astro subscription that mirrors all the channels on your primary Astro at a discounted monthly fee. You can now enjoy Astro on different TVs in different rooms.

All existing or new Astro customers who meet the following criteria may upgrade to the Ultra Box:

1. Have an internet connection at home (recommended>10Mbps speed)
2. Maintain a minimum subscription with a HD + Recording service

If you live in a high-rise building, please call us at 03- 7481 8000 to check if your building can support the Ultra Box. If your high-rise building allows for the set-up of individual dishes you will be able to upgrade to the Ultra Box, subject to the criteria above.

If you would like to access our 4K UHD content via the Astro UHD channel 805 and UHD content on VOD, Astro Best and Astro First. We also recommend:

1. 4K UHD supported TV that is HDCP2.2 compliant
2. Internet connection of at least 30Mbps

Note: If you do not have an internet connection at home, you may take up the Ultra Box bundled with Astro™'s broadband package with rebates of up to RM30/month. For more details and to sign up for Astro & Broadband, please click here.

Yes, you will be able to rent titles on the WeTV mobile app. Subsequently, you will be able to stream your rented title on the Ultra/Ulti Box,

wetv.vip

, and the mobile app.

Yes. The TVBAnywhere+ app can be downloaded on compatible mobile device via the Apple App Store or Google Play Store. Once installed, customers can log in with their Astro ID to access the app.

No, you will not be charged 8% Service Tax for paper billing option.

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

• Follow Method A if your box uses a satellite dish (Applicable to all boxes).
• Follow Method B if you are on Ultra or Ulti box that is connected to the internet.
• If your box has both, either method will work.

Method A:

1. Switch on your box and navigate to Channel 105 OR Channel 201 OR Channel 308 OR Channel 802.
2. Press on the red button on your Astro remote control and a QR code will be displayed on your screen.
   
3. Scan the QR code on a mobile device.
4. On the newly opened webpage, please enter your new mobile number.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter the OTP sent to the new mobile number.
   
7. Once the OTP is verified, your mobile number will be updated.
   

Method B:

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 mobile number, 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 mobile number.
   
7. Please enter the OTP sent to the new mobile number.
   
8. Once the OTP is verified, your mobile number will be updated.
   

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

Here's how to refresh your smartcard in My Astro:

1. Open/Download the My Astro app or visit My Astro web
2. Login with your Astro ID
3. Go to Account
4. Tap on Subscription or TV pack
5. Tap on Rooms
6. For the box that you would like to refresh the smartcard, tap on 'Refresh' button. This will refresh your Astro box signal

📡 Experiencing technical issues?

📱 Download the My Astro app to:
- Perform self-troubleshoot
- Solve in a few minutes
- No need to call customer service

If band steering is enabled, you do not need to worry about which frequency band that your devices are connected to because the WiFi router will make the assessment and direct each device to appropriate frequency band.

However, it is important to note that quality and signal strength are not guaranteed due to unpredictability given that it is completely up to the connected devices and the WiFi router to intelligently decide on which band to connect.

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.

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

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.

There will be no changes to your account. However, by paying 5 days earlier, your transactions will be processed in a timely manner and to allow you to enjoy uninterrupted viewing before the next bill is generated for the following month.

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.

If you are currently on the Disney+ Basic plan, your plan will automatically be renamed to Disney+ Standard. You will also be able to stream on up to 2 devices concurrently instead of 1 previously and enjoy unlimited device registrations with no change to your monthly fee.

If you are currently on the Disney+ Premium plan, you will be able to stream on up to 4 devices concurrently instead of 3 previously and enjoy unlimited device registrations with no change to your monthly fee.

For further information and support relating to the Disney+ app experience or app-related features, please visit the Disney+ Help Centre.

No, Astro will cover all expenses related to returning the box.

Unfortunately, this means that you are using a TV model that does not support 4K UHD resolution (Sony BRAVIA 4K GB, Sony BRAVIA 4K UR or Sony BRAVIA VH).

Not to worry, we are working with the Sony team to ensure you will be able to enjoy these 4K UHD channels soon. We will keep you posted once these channels are available to you!

You do not need to request for a reconnection as our system will detect your payment and process it immediately, provided you paid via a real-time payment channel.

Click here for a full list of our payment channels.

Yes, you may return Astro equipment even after being charged for the box fee. You can choose either to opt for:

1. At-Home Collection: Please contact Astro to schedule for equipment collection. A courier partner agent or installer will call for the collection.
2. Self-drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box and drop the parcel off at any of our listed courier partner branch.

After successfully returning the box, Astro will proceed to waive off the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse. However, if you’ve made the payment, we will proceed with the refund to your registered credit card or to your account.

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, if your account is suspended or disconnected, you will retain your existing subscription when you reconnect.

If you accidentally delete your mesh:

1. Login to the Astro Fibre App.
2. Go to Network > click on the plus (+) sign.
3. Enter your serial number (starts with SRXxxxxx).
4. Click OK to add the mesh back.