Service Tax will not be imposed on any CSR projects accounts. Any tax payable will be borne by Astro.

Yes, for customers on the Entertainment, Entertainment Plus, Premium 2, Premium 3 or
Platinum Pack, you may remain with your current Asian Favourites selection: Chinese, Indian or
Indonesian. If you would like to add Viu Premium to your bundle, you may do so for only
RM8.40/month (RRP: RM21.90). Please reach out to us via WhatsApp by typing “Hi” at 03-9543
3838 to add Viu Premium to your subscription.

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

If you're trying to visit a website and it won't load, but others do, there could be a variety of causes. If the site itself is down, there's not much you can do but wait.

If you can load the site on other computers or devices (make sure you try different means of connecting to the internet), there may be an issue with your computer or network.

There are some quick fixes that will solve most problems, but you may have to get your hands a little dirty.

1. Try loading the site on a different device.

Try loading the website on your phone or on another computer. If the website loads on the other device, the problem lies with your computer.

If the website doesn't load on another device, the problem is either with the network or the website itself.

2. Restart your computer.

Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.

3. Try loading the site in a different browser.

There may be some settings configured incorrectly on your browser. Try a different web browser to see if you can load the website.

4. Temporarily disable your antivirus program.

Your antivirus software may be interfering with your ability to load certain websites.

Try disabling the software and then loading the site again. Make sure you enable it again once you have identified the problem.

5. Reset your modem and router.

Traffic to or from a certain website may be getting tripped up by your modem or router. Resetting these devices may allow you to access the website again.

6. Check your computer's date and time settings.

If your date or time is set incorrectly, you may not be able to connect to secure (https://) websites.

Check your computer or mobile device's clock to make sure that it is set to the correct time and date.

In the event the problem persists, please provide below details for further escalation:

i. List of websites effected.

ii. Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.

iii. Run the Traceroute Test - Please click here for Traceroute Test guideline.

iv. Run the Ping Test - Please click here for Ping Test guideline.

Once you've gathered all the results, kindly send them all through the Feedback Form below.

Quick Info
A Speedtest is a service that provides free analysis of Internet access parameters, such as connection data rate.
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.

electronic Know-Your-Customer (eKYC) is an online process of identifying and verifying individual customers using electronic means. This enables a person to be an Astro customer anytime and anywhere, hassle-free and helps to secure your Astro account by protecting it from unauthorised usage.

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.

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

You may contact Astro's Contact Centre (03 - 9543 1543) to process the cancellation.

The Mesh WiFi device(s) needs to be returned upon service termination via an arranged pick-up by our installers.

To set up a Mesh WiFi network around your house, the Mesh unit will need to be paired with the WiFi router. Steps to pair these two devices are as follows:

i. Place the Mesh unit close to the WiFi router (within 2 meters) and power it on

ii. After the Mesh unit starts up, press and hold the WPS buttons of the Mesh unit and the WiFi router for 3 - 5 seconds in turn within 2 minutes

iii. After the WLAN and Internet indicators of the Mesh turns steady blue, the Mesh is connected to the Internet

iv. Move the Mesh to the desired place where you need to expand WiFi and power it on. After the Internet indicator turns steady blue, WiFi is expanded successfully.

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.

The Multiroom (Smart TV) subscription doesn't come with any contract.

Starting 1 January 2026, Astro is required under Section 82C(11) of the Income Tax Act 1967 to submit any monthly invoice of RM10,000 or more directly to LHDN. This process does not require customer consent and is part of regulatory compliance. Rest assured, it will not affect your billing or Astro services.

Astro sends regular payment reminders to customers via SMS until their current charges have been paid. However, we encourage customers to pay their bill as soon as possible to avoid disconnection of Astro service. Please reach out to us here if you require more information about payment reminders or to change your contact 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.

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

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

To switch your bill delivery method to e-bill, you can do it through My Astro. Here's how:

1. Download the My Astro app or visit My Astro web
2. Login using your Astro ID
3. Go to Account > Bill delivery method
4. You will be able to switch your bill delivery method from your paper bill to e-bill. The bill will then be sent to your registered email address with Astro

Step 1:

Type ASTRO EBILL <Your 10-Digit Smart Card Number> <Your Email Address>

Example: ASTRO EBILL 0156123412 [email protected]

Step 2:

Send SMS to 66688

Note: This request must be sent from account holder’s mobile/primary number

*Standard telco charges and Terms & Conditions apply

💳 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

For customers with the Ultra or Ulti Box, please ensure to provide your latest contact details to our Astro agent during the call to terminate your account, this includes your mobile number and house address. If you still need further help, please contact us at 03-9543 3838.

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.

Astro will send updates on your ticket status via WhatsApp. If you don’t receive any updates, you can call us at 03‑9543 3838 and we’ll help you track your ticket.

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.

If you do not remember any of these details, you may follow the steps below:

• Step 1: Visit https://id.astro.com.my/ and click on "Forgot Astro ID?"
• Step 2: Enter your Account / Smartcard Number. If you do not know where to find it, click on “Where to find your Account/ Smartcard Number”

Note: Only Astro customers whose Astro ID is linked to their subscription can retrieve their Astro ID using this method. Otherwise, you will need to create a new account.

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. For enhancements to the Title Information Page, the ability to disable the Profile Selection Screen and adjustable auto-standby timing, please click here.

In addition, we have also recently introduced an infinite scrolling feature at the title information page and the ability to select the video quality directly from the video player. For more information, please click here.

No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.

Astro invests billions of ringgits in content annually to keep Malaysians entertained and informed. Hence, we work alongside industry players, content partners and regulators in protecting intellectual property so that Astro can continue to produce and aggregate compelling content for our viewers.

We continue to educate and raise awareness among the public and businesses about the economic and social losses caused by content piracy. You can play your part in combating piracy by reporting potential copyright infringement of Astro content to the Domestic Trade and Consumer Affairs Ministry (KPDNHEP) on the following channels:

• 1-800-886-800 (hotline)
• 03-8882 6088 (Enforcement Command Centre)
• +6019-279 4317 (WhatsApp)

The "coming soon" label on some streaming apps on your TV and the "Apps" page of Astro's website allows our customers to stay on top of new launches as they happen! Stay tuned for these upcoming streaming apps so you can access even more content that you love from across the world.

Starting 7 October 2026, Disney+ will transition to a new Disney+ app experience. Astro customers can continue enjoying Disney+ via Astro with no changes to their Disney+ subscription or monthly fee.

Customers who stream via Astro Ultra or Ulti Box will have the new app made available automatically, while customers who stream on personal devices will simply need to download the new Disney+ app to continue watching Disney+.

Existing customers can sign in using the same email address or mobile number associated with their existing Disney+ account.

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

Starting

12 December 2023

, users must log in using their

registered email address

,

mobile number

, or a

social account

(Facebook, Google, or Apple) to access any of Astro's digital platforms, including

My Astro

,

Astro GO

, and

Astro's official website

.

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.

If your Astro service is suspended, your Disney+ subscription will be paused and will only resume once your Astro service has been reinstated.

If your Astro service is terminated, your Disney+ subscription through Astro will also be terminated.

For multi-frequency customers, RM10.00 is charged per physical bill generated.

Customers with a Netflix Premium account are allowed to watch on up to 4 supported devices in 4K UHD and Netflix Spatial Audio. In addition, Netflix Premium subscribers are also allowed to download shows to watch offline on 6 devices at a time.

Moving forward, 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 who wish to continue enjoying HBO content can subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month.

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

You will only be able to watch Astro GO and/or Multiroom Smart TV on up to 2 devices at the same time as opposed to 4 devices with Astro GO+.

Your cloud recording storage will also decrease from 1500 hours down to 200 hours. Your stored recordings/downloaded shows that exceed 200 hours will also be removed.

Call our contact centre 03-9543 3838 or visit us at astro.com.my.

Yes, you may enhance your existing pack with desired content, app and service add-ons via My Astro App or My Astro Web.

STEP 1: Log in using your Astro ID
STEP 2: Go to Account
STEP 3: Tap on Subscription
STEP 4: Tap on Add-ons
STEP 5: Tap on Manage your add-ons to view other steaming apps you are not subsribed to
STEP 6: Tap on the steaming app you wish to add on
STEP 7: Tap on Confirm Order

All new and existing Astro Pay TV customers can subscribe to ZEE5 Premium for only RM10.80/month by visiting www.astro.com.my/zee5.

Please follow the steps below to subscribe:
Step 1: Go to www.astro.com.my/zee5
Step 2: Log in with your Astro ID
Step 3: Key in your email address and proceed to add ZEE5 to your bill
Step 4: Now, enjoy all your favourite shows on ZEE5!

The Ultra/Ulti Plug & Play Box comes with a one-year box hardware warranty.

For self-installation, there is a warranty seal at the bottom of the Ultra/Ulti Plug & Play Box, which must not be removed or tampered with as this would void the one-year Ultra/Ulti box hardware warranty.

If you receive this error message while activating Astro Smart TV, please follow the steps below:

1. Ensure that you have entered the sign-in code exactly as displayed on your TV screen.

• The code must be exactly 8 characters long.
• Do not enter fewer or more than 8 characters.

2. Check the code carefully before submitting.

• The activation code can be entered in uppercase or lowercase.
• The code will be accepted with or without dashes (-), as long as the characters entered are correct.

3. If the issue persists

• Refresh the activation screen on your Smart TV to generate a new code and try again.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
This will help our support team investigate and assist you further.

a) Launch the app on your new Smart TV device and follow the instructions on screen to log in.

b) You will receive a notification on your mobile that the maximum no. of registered devices has been reached and see the list of registered devices.

c) Choose the old Smart TV to be removed and your new Smart TV will be added automatically.