1) Download the Astro app from the app store available on your Smart TV.

2) Follow the steps below depending on your Smart TV brand.

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.

A deposit of RM500 is payable for new subscribers (non-Malaysians). The fee will be refunded when service is terminated.

No deposit is required for all existing Astro customers and new subscribers (Malaysians).

By adding a Netflix account to your Astro bill, your Netflix account is already activated. No additional steps for activation are required.

You will be notified 30 days before the expiry on the renewal of subscription and can opt out from auto renewal at least (2) days before the auto-renewal date. 

If you want to opt out of your auto-renewal for Disney+ Hotstar, please contact our Customer Contact Centre at 03 9543 3838 and speak to one of our customer service executives to change your package according to what suits you best at least two (2) days before the next auto-renewal date. Alternatively, please WhatsApp us at 03 9543 3838 and type "DH Help

You may retain your watch history and settings of your existing Netflix account by using the same email of your Netflix account during the linking of your Netflix account with Astro.

STEP 1    

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

STEP 2    

Navigate to Guide.

STEP 3  

Select the channel you would  like to add to favourite list and press "OK".

STEP 4  

Select "Add to Favourites" and press "OK".

STEP 5

You are successfully added the channel to favourite list when this screen appears.

STEP 6

Your selected channel will have a heart tagging after added as favourite.

Astro & Broadband offers Astro content with Astro Fibre, Maxis Fibre Broadband and Allo City Broadband for customers to enjoy the best entertainment through Astro while staying connected with high-speed internet.

With the current Astro & Broadband plans, customers will enjoy substantial savings by choosing their desired broadband speed from 30Mbps - 800Mbps to accompany their Astro packages.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

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STEP 2

Navigate to Settings.

STEP 3

Navigate to Menu Language and press "OK".

STEP 4

Navigate to your preferred language selection and press “OK”.

You would need your 10-digit account number and your email address.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

STEP 2

Navigate to SETTINGS.

STEP 3

Navigate to Audio Delay and press "OK".

STEP 4

Navigate to your preferred selection and press “OK”.

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

The payment will take some time to reflect in My Astro app and web account. If you experience any further issues or it is still not reflecting in My Astro, please reach out to us via WhatsApp at 03-9543 3838 for more details.

As a rule of thumb, this issue might happen when the devices are not equipped with minimum requirement above that supports the subscribed internet speeds:

• WiFi technology
• Network Interface Card (NIC)

As mentioned above however, it is important to note that despite meeting the device minimum requirements, it is not a guarantee that devices connected over WiFi will be able to achieve maximum subscribed internet speeds due to the following:

1. Bad WiFi signal quality and coverage across the area due to:
   • Distance from the RGW/Mesh AP with connected device
   • Obstruction within the house (walls, metallic surfaces)
   • Interference with other household appliances
2. Congested bandwidth
   • If there are too many devices connected to the WiFi network, then the bandwidth might be overloaded with traffic hence, slowing down the speed
3.  Devices are connected using WiFi instead of wired using LAN.
   • It is important to note that wired connection offers better reliability and speed over WiFi.
   • WiFi is more prone to interference compared to a wired connection which causes lower speeds and dropped signal.
4. 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:
   • 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.
   • 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.
   • 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.
5. 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.

Note:
Astro and its service providers will not offer any guarantees for compatibility of the customer's equipment (e.g., Personal Computer, Notebook, printers) nor provide on site troubleshooting for WiFi service issues related to the customer's equipment.

The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisations:

• Personalised Recommendations
• Continue Watching 
• Watch List
• Last Viewed Channel
• Favourite & Blocked Channels

The MUP feature is a great way to allow individual users to tailor personal Astro experiences whilst using a shared device (e.g.: Astro Box) in the household, providing them with better personalised recommendations and encouraging better content discovery.

Click here to find out more on this new feature and how to use it!

The minimum recommended internet speed is 10 Mbps for HD videos and 30 Mbps for 4K UHD videos.

You will be able to watch almost immediately while the content streams through your Astro Box. Buffer time for the video to load will depend on the speed of your broadband.

Your average internet usage is shown as below:

Disney+ Hotstar is available to Astro customers on the Disney+ Hotstar app on Android and iOS devices and website (DisneyPlusHotstar.my) which is accessible on tablets and connected TVs. Unfortunately, Disney+ Hotstar is not available on Astro GO. However, customers can enjoy it on the big screen via the Ultra or Ulti Box. 

If your existing Netflix account is linked with your Astro subscription, your Netflix account will resume on the previous method of payment. If you linked a new Netflix account with your Astro subscription, cancelling Astro service will also cancel your Netflix account.

You will be able to view your new package(s) within 24 hours of subscribing. Please note that if you are an Astro customer subscribing to HD channels, you will have to connect an HDMI cable to your TV before you will be able to enjoy the channels.

Astro GO is a companion app that is complimentary for all Astro subscribers and allows up to 2 users to stream at the same time. 200 hours of cloud recording* come complimentary with your Pay TV subscription. 

Astro GO+ is an add-on service that enables up to 4 users to stream Astro GO and/or Multiroom Smart TV** at the same time. The amount of cloud recording storage will also be increased to 1500 hours. 

 *Cloud recording hours are shared across your Astro Box, Astro GO and Multiroom Smart TV 

** Provided that you have a Multiroom Smart TV subscription

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.

Yes, if a device is faulty due to the customer's negligence, they will be subjected to a penalty fee for each device:

• WiFi router: RM200

• Fibre modem: RM500

• Mesh WiFi: RM200/unit

All Astro customers with Disney+ Hotstar bundle/Add-on will be moved to the Disney+ Hotstar Premium Plan, with no changes to their current subscription pricing starting 24 April 2024. The new Disney+ Hotstar Premium Plan includes 3 concurrent streams, 10 maximum device logins, maximum video quality up to 4K Ultra HD (compatible devices required), and streaming on phone, tablet, laptop and TV.

If you have questions about your Disney+ Hotstar plan, please contact Astro Customer Contact Centre at 03 9543 3838. Alternatively, please WhatsApp Astro at 03 9543 3838 and type DH Help for further assistance. 

Please call our Customer Contact Centre or WhatsApp "DH Help" at 03 9543 3838 to cancel your Disney+ Hotstar 3-months add-on pass with Astro. 

(i) Head over to My Astro Portal and go to 'Bill & Payment'. Click on 'Payment History'
(ii) Contact us via one of these platforms. Please ensure you include your Astro Account Number.

Your account number will be used to identify/verify you for all After Sales-Services. You may also use your mobile number/ Astro smart card number/ NRIC number or Astro Box number.

Astro Fibre WiFi router is a dual-band edge Residential Gateway which supports two frequency bands 2.4GHz and 5GHz.

STEP 1

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

STEP 2

Locate the Smartcard at the front or right side and gently pull it out.

Make sure that the adapter's power light is off.

STEP 3

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

STEP 4

Make sure the gold chip is facing upwards 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 and attach a picture of your smart card number for assistance.

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

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.

Here’s how to access On Demand:

1. Connect your Astro PVR/Ultra Box to Wi-Fi or download the Astro GO app from here.

2. Press Home on your remote and scroll to On Demand or login with your Astro ID via your Astro GO app.

3. Start streaming on your TV or Astro GO app anytime, anywhere.

* On Demand is FREE for customers with a Wi-Fi connected PVR/Ultra Box and Astro GO app. Entitlement is based on your subscription.

Note: You can also rent additional movies on a pay-per-view basis, all found in the Store.

You will need to bring along all devices to your new place as no new devices will be issued.

Relocation will be subjected to new 24 months recontract and standard relocation fee applies for both Maxis and Allo respectively.

You can proceed with below BTS if the weather is good. Otherwise, you may try again later.

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STEP 1

On your remote, press the HOME button and the home menu will be  displayed on top of your screen.

STEP 2

Navigate to SETTINGS.

STEP 3

Navigate to Satellite Settings and press “OK”.

STEP 4

Navigate to Diagnostics and press “OK”.

STEP 5

Refer to the signal strength on your screen.

If it is 65 or higher, please take the screenshot and submit your feedback form.

If it is below 65, please go to Step 6.

STEP 6

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

STEP 7

Unscrew the satellite cable from the box  and pull it out.

STEP 8

Plug the satellite cable back into the  box and screw it back securely.

STEP 9

Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.

STEP 10

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

If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.

Centralized  Dish

If issue persist under a centralized satellite dish, please refer to your respective Building Management before contacting our agents.

1. Ensure power cable  is connected tightly.    

2. Try to use another power socket /  power source to eliminate faulty power sockets/power sources which  could cause the issue.

3. If the issue persists, submit your feedback form for further assistance.

STEP 1

Try to change channels on your Astro remote. Check the LED light.
If the LED is blinking 3 times or if it is not blinking, replace the batteries and proceed to STEP 2.
Otherwise, if the LED is blinking 1 time, your remote is working fine, let's proceed to STEP 3.

STEP 2

Check if you can change channels using your Astro remote control. You should no longer be experiencing this problem if is a battery issue.
If issue remain after batteries replacement, proceed to STEP 3.

STEP 3

You need to refresh the box setting manually from the box front panel.
Refer to Refresh Box setting (Clear NVRAM) - Ultra / Ulti Box. 
If issue persist, please submit the issue on our Feedback Form.
 

When using our One Time Payment (OTP) method, you may register more than one credit card per account. However, a single card account can only be used for a maximum of three accounts for OTP transactions.

When using our auto-debit facility, you can only register one card with Astro. Any subsequent card registrations will override the current one.

We are not able to transfer your existing Disney+ Hotstar access. To enjoy our bundle rates with one of our packages, simply sign up or renew your subscription to any of our new Packs for even better value and savings. Please visit astro.com.my to find out more. 

Multiroom (Astro Box) requires an Astro box to be setup and can be accessed through the regular satellite feed or streaming on home Wi-Fi. Meanwhile, the Multiroom (Smart TV) only requires a Smart TV and no installation needed. Customers can download the Astro app on the Smart TV and connect to home Wi-Fi to stream.

Your bill statement will include details of your monthly subscription charges; e.g. charges for your chosen Astro packages and Broadband service. It will also show the time period of which your first bill will cover, as well as indicate how much the total charges are and when the payment due date is.

Only new and existing Astro Fibre customers with the latest RG21 router can use the Astro Fibre app.

Please close and re-launc hthe Astro Fibre app, and you will be able to log in.

Astro is an official distributor of Disney+ Hotstar, the dedicated streaming home for global, and Malaysian hits. Astro customers can now subscribe to Disney+ Hotstar through the new, bigger and more diverse Packs, i.e.: Movies, Premium 1, Premium 3 or Platinum Pack. The streaming service brings together blockbuster movies from Hollywood to Hallyu and award-winning content from Disney, Marvel, Star Wars, Pixar, National Geographic, FX, 20th Centuary Studios and more including exclusive premieres from leading Malaysian studios. Take your family entertainment to the next level with Disney+ Originals like I am Groot, Prey, Baymax, Obi-Wan Kenobi, She-Hulk, IN THE SOOP: Friendcation and more - with the convenience of one monthly bill for all your entertainment needs. 

Movies Pack, Premium 1, Premium 3 and Platinum customers as well as customers on the Starter Plus Pack, Value Plus Pack, and Disney+ Hotstar (3-months Pass) can enjoy Disney+ Hotstar on Astro. 

Customers can subscribe to Disney+ Hotstar via astro.com.my/Disney, as well as via authorised retailers and dealers. 

STEP 1  

On your remote, press the HOME button.

STEP 2

Navigate to SETTINGS icon and press "OK".

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STEP 3  

Navigate to Manage Satellite Frequency and press “OK”.

STEP 4

Choose Test Satellite Frequency and press “OK”.

STEP 5  

Choose "Confirm" to continue Test Satellite Frequency and press “OK”.

‍

STEP 6  

Satellite Frequency Test progress screen will be displayed.

‍

STEP 7  

The test result will be displayed once completed.

STEP 1

On your remote, press the HOME button and the home menu will be displayed on top of your screen.

STEP 2

Navigate to Settings.

STEP 3

Navigate to Standby Mode and press "OK".

STEP 4

Navigate to your preferred selection and press "OK".

STEP 5

Navigate to Save and press "OK" to confirm your selection.