You can cancel your Simply South subscription here. Kindly note that we will not be able to offer a refund if you do decide to leave Simply South app before your subscription ends.

The minimum internet speed required to stream via Ultra Plug & Play Box is 30Mbps for 4K UHD viewing, and Ultra/Ulti Plug & Play is 10Mbps for HD viewing. For better streaming experience, we recommend 100Mbps and above.

Customers are only required to return their Ultra Box or Ulti Box with the SIM Card. There is no requirement to return the remote control, power cables, or the satellite dish/outdoor unit (ODU). For these items, please recycle them at registered collection centres which can be found here.

Intermittent internet connection using LAN cable

Looks like there is something wrong with your service connection.

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 ensure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.

Intermittent internet connection using Wi-Fi

1. 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.
   
   i) 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.
   
   ii) 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.
   
   iii) 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.
   
   
2. Wireless Interference & Noise
   You've probably never noticed but there are wireless signals all around you wherever you go and they're passing through you all the time. From where? Electronic devices, Wi-Fi routers, satellites, cell towers, and more.
   
   Although Wi-Fi is supposed to be on a different frequency than most of these devices, the amount of radio noise can still cause interference. Some common causes of interference include:
   i) Microwaves
   ii) Bluetooth Devices
   iii) Cordless Phone
   
3. Surrounding Wi-Fi signals
   A truth of the modern world is that every household has their own Wi-Fi network, which can cause issues with channel overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many routers within close proximity. Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels for you automatically, but sometimes it's better to investigate and find the best channel yourself.
4. 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.

Quick Info
A Ping Test shows how long it takes for packets to reach host.
A Traceroute Test traces the route of packets to destination host from our server.

Netflix is available to IPTV customers on the Ultra Box and Ulti Box. Non-Ultra Box customers will not be able to access Netflix on CH741. Please upgrade to the Ultra Box/Ulti Box to access Netflix on the Ultra Box.

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.

There will be no penalty imposed upon the removal of Astro GO+ from your subscription.

In support of the environment, customers are encouraged to opt for bill statements delivered for free via email or SMS for better savings as the Paper Bill Charge will be revised from RM7.00 to RM10.00 per bill/month, starting 1st August 2022. The Paper Bill Charge will be waived for customers who opt for e-Billing as their preferred bill delivery method.

You may view your latest tax invoice or bill via any of the platform listed below:

A. My Astro app

1. Download the My Astro app

2. Login using your Astro ID

3. Go to Account > Bills

4. You will be able to see your outstanding bill amount, make payment, download bill statements, and view payment history all in one app.

B. My Astro web

Alternatively, you can use the web version
C. IVR

1. Call +603-95433838

2. Press 1 for Account Related Queries

3. Input your 10-digit Astro Account no. or 12-digit MyKad no.

4. Press 2 for Payment and Billing

5. Press 1 to receive an SMS with your bill balance and a link to pay online

Note: You will not be able to download your bills or view payment history via Astro Quick Pay. For a better experience to manage your bills (To download bills or view your payment history), you can download the My Astro app.

💳 Want to manage your Astro bills easily?

📱 Download the My Astro app to:
- View and download bill statements
- Check payment history
- Pay in just a few taps

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

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.

For Astro Ultra and Ulti Box customers

• No action is required.
• The new Disney+ app will be made available automatically on your Astro Box from 7 October 2026.
• You can sign in using the same email address or mobile number associated with your existing Disney+ account to start streaming.

For customers who watch on personal devices (e.g. mobile phones, tablets or Smart TVs)

• Download the new Disney+ app to continue streaming Disney+.
• You can sign in using the same email address or mobile number associated with your existing Disney+ account to start streaming.
• The current Disney+ app will remain available until 4 November 2026, giving customers time to make the switch.
• Samsung and LG Smart TV users are encouraged to download the new app before 20 October 2026.

Yes, watching on the Astro Smart TV app will utilise one (1) of your Astro Go concurrency.

Please check your internet speed and connection status via internet connection test. If your internet is working fine and the issue persists, proceed to submit report via WhatsApp or

Feedback Form

.

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.

Starting 20 January 2026, all Astro customers can add on the TVBAnywhere+ app to their subscription via their Ultra/Ulti Box, the My Astro app or visit

astro.com.my.

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.

Not to worry, our representative will be contacting you within 24 hours.

Mesh WiFi network refers to a unified wireless network that is formed by utilizing inter-connected WiFi nodes (Mesh devices) placed throughout the house.

Your Astro X3 pack will be activated immediately after you complete your sign-up. Once your sign-up is complete, you can start streaming its content immediately via the Astro app on your Smart TV or through Astro GO on supported devices

a) If you sign up via Astro’s Official Website:
You will be required to create an Astro ID and password during sign-up. Once your subscription is successfully activated, you will receive a "Welcome to Astro" email confirming your activation and can start streaming right away.
To find out more, please visit: Here
i. If you sign up via Astro Sales Agents:
ii. You will receive a “Welcome to Astro” email prompting you to create your Astro ID password and confirming your successful activation. Once your password is set, you can start streaming.

b)Important Notes:

i. When creating your Astro ID, you will be required to use an Astro ID that is not linked to an active Astro account. If the Astro ID (i.e. email address) you enter is already linked to an active Astro account, you will be prompted to use a different Astro ID

ii. However, if the Astro ID you enter is linked to an inactive Astro account, you will have the option to reuse that Astro ID.

To reconnect your Astro account, please check your Account status, Bill Summary and pay on Astro Quick Pay. Your disconnected services will resume within 1 hour after you have paid your "Total Overdue Charges"

Payment for Astro services will not increase. However, the Service Tax applicable will be increased from 6% to 8% and this will result in an increase in the total amount payable.

Transfer of Equipment Ownership

A request to transfer the equipment’s ownership from the existing account holder to a new account holder.

Note: Transfer of Equipment Ownership is not applicable for Astro Broadband (Maxis, TIME, Allo), standalone Astro Fibre and NJOI account.

Merge of Equipment

A request from the account holder to merge the equipment from two different accounts into one account, provided the equipment must be within the same service address and registered under the same accountholder’s name.

Split of Equipment

A request from the account holder to split the equipment from one account to two different accounts and registered under the same account holder’s name.

For Astro Ultra Box or Ulti Boxes, there will be an itemised charge of "Box Fee” stated in your Astro bill.

The Netflix subscription through Astro is subject to a minimum commitment period of 24 months (“Netflix Minimum Subscription Period”). If you choose to discontinue or terminate the subscription before the commitment period ends, a cancellation fee (“Netflix Early Termination Fee”) will apply. Additionally, downgrading your plan will involve a Switching Fee.

Yes, please visit Astro's Self Service Portal via

myastro.astro.com.my

to update your email address or mobile number.

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.

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 will still need to authorise the transaction from your SecureGo registered device. 

Step 1: On another device, perform the transaction via My Astro app 

Step 2: Tap on the push notification you receive on your SecureGo registered device 

Step 3: Tap Approve or Reject to authorise the transaction, and you're done! 

Refund can be made when there be a termination of account, over payments and in cases where payment was wrongly made to another Astro account.

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.

No additional subscription is required. Video On Demand (VOD) is a value-added service for all Astro customers with connected Ultra Box and Ulti Box. All you have to do is connect your box to your home Wi-Fi and you'll be able to access the world of on demand. Binge-watch, rewind, fast-froward and stream all your favourite shows anytime.

Please contact us through one of our platforms found here or Self-serve by logging in to Astro Self-Service Portal within 3-7 days before moving out and we will sort everything out for you!

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.

Thank you for your interest in returning your Astro Box & Smart card/SIM card. By returning these items, you are playing your part in preserving our environment as we will refurbish the box and return it to circulation or recycle it.

All Astro box and smartcard/SIM cards are also property of Astro and as per our current T&Cs, customers are required to return them upon termination of Astro services.

For payments made using credit cards, refunds will be reversed back to the respective card. Whilst payment made by cash and online banking will be made to the account holders bank account.

You may submit your request via Feedback Form with below information details based on your payment method from below option.

Feedback type : Payment/Billing
Issue : Refund – Termination of Account;
Refund – Excess Payment;
Refund – Wrong payment
Transfer credit balance

Below is the required details to fill up based on method of refund.

1. Transfer Credit Balance into other Astro Account

Astro Account Number
Account Holder Name

*Note: Please confirm the Astro Account is active and ensure account number is correct

1. Refund via local bank transfer

Bank Name
Bank Account Number
Bank Account Holder Name

*Note: Please confirm your bank account details and ensure its correct

1. Refund via Foreign bank transfer

Bank Name
Bank Account Number
Bank Swift Code
IBAN Code
Currency: E.g.: Dollar/Yen etc.

*Note: Please confirm your bank account details and ensure its correct

1. Refund via Credit Card

Card Type
Last 4 digits credit card number

*Note: Please provide the last four digits of the most recent credit card used for payment

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

No, the Astro Fibre App is a free mobile application for all Astro Fibre customers with the RG21 router or RG31 (launching soon) router. However we may introduce paid services in the future via the app.

You can be assured that your data are safe with us. Astro implemented sufficient security measures to protect customer data and fully comply to Personal Data Protection Act

You can subscribe to the Astro X3 packs through the following channels:

i. Customer Support: Astro Customer Service, Sales Representatives, or visit Astro Stores for assistance.
ii. WhatsApp: Reach out to our sales agent by sending “Hi” to 03-95433838, select Sign Up, and Connect to Agent.
iii. Astro Official Website: Visit https://product.astro.com.my/tv , choose the Astro X3 packs, and complete the sign-up to start streaming instantly.

All Customers on any Bundle which includes Movies Pack, those with the Movies Add‑On, customers subscribed to the HBO Pack Add‑On, as well as customers on the Astro One Epic Pack, will automatically be entitled to the new channels.