Surcharge is imposed by 3rd party payment collection partners for services rendered. Kindly note that customers may be charged a surcharge per transaction when bill payments are made via the following methods:-

Bill payments at selected petrol stations, convenience stores, retail/mobile shops, kiosk, and e-wallets may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (formerly known as Razer/MOL), ATX, MobilityOne, and e-Pay.

· To find out more on how to make your bill payments, click here.

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.

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.

After completing the subscription process in Q4, follow the simple steps below to access WeTV VIP on your Ultra/Ulti Box:
Step 1: Go to your Ultra/Ulti Box Home Page and select "WeTV" under the Apps rail
Step 2: Click "Log in" and scan the QR code on your TV with your mobile device to download/launch the WeTV app
Step 3: On your mobile device, create a new account or log in using your registered mobile number and click "Login Authorization" to pair your device to your TV
Step 4: Once pairing is complete, please press the back button on your remote to start enjoying VIP-exclusive shows!

Important note: Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription. Email login is not applicable for Astro Billing WeTV VIP customers.
*We highly encourage our customers to only use their device’s built-in camera to scan the QR code if available. Alternatively, only use QR code scanner apps that are from a trusted 3rd party provider. By using an untrusted QR code scanner app, you assume all responsibility for any damages or losses that may occur.

Yes. Charges for your Disney+ subscription will begin once the subscription has been successfully added to your Astro account.

If you're facing this kind of suspicious activity on your account, please report it to our customer service immediately at 03-9543 3838.

Each account can only have one Astro X3 pack subscription at a time, whether it is the Astro X3: Entertainment 12 Pack or the Astro X3: Sports 12 Pack. Multiple subscriptions under the same account are not supported. If you wish to subscribe to another plan, you can do so by creating a separate account using a different email address. Each subscription will be managed independently.

To check your contract, please visit My Astro.

Simply South is a streaming service and one-stop destination for South Indian Regional Video Content. Simply South has the largest library of Tamil, Telugu and Malayam content with the latest movies, evergreen classics and comedy clips on-demand.

If you receive the "Device Was Not Found" error message, it may be because your device has been automatically removed due to concurrent streaming limits being exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop streaming on one of the other devices currently using your Astro account.
2. Close the Astro Go app on any unused devices.
3. Return to your Smart TV and try streaming again.

If you are unable to remove a device or continue to see the error message, proceed to submit report via WhatsApp or Feedback Form and provide:

• Astro ID use
• Smart TV model
• OS version
• Error reported on device

This will help our support team investigate and assist you further.

Yes. You may subscribe to Disney+ through Astro even if you already have an existing Disney+-billed subscription.

a. If you subscribe to the same or higher Disney+ plan through Astro and activate it using the same login credentials (i.e. email address or mobile number and password) associated with your existing Disney+-billed subscription, your existing Disney+-billed subscription will be automatically paused by Disney+ for as long as your Astro-billed Disney+ subscription remains active.

For example:

• Disney+ Standard (Disney-billed) → Disney+ Standard (Astro-billed)
• Disney+ Standard (Disney-billed) → Disney+ Premium (Astro-billed)
• Disney+ Premium (Disney-billed) → Disney+ Premium (Astro-billed)

b. If you subscribe to a lower Disney+ plan through Astro, your existing Disney+-billed subscription will remain active and your Astro-billed Disney+ subscription will be treated as an additional subscription. In this situation, you may end up with more than one Disney+ subscription.

For example:

• Disney+ Premium (Disney-billed) → Disney+ Standard (Astro-billed)

If you wish to make changes to or cancel your existing Disney+-billed subscription, you will need to contact Disney+ directly.

Within the packs itself, it is not possible to replace or swap out specific services or content. These new packs are designed to provide the best value and content variety at an affordable price. We encourage you to enjoy your experience with the pack and if you’d like, to consider any suitable add-ons for content/service/apps to complement your viewing experience further.

You will be able to check your balance, switch to e-billing, request for payment barcode and request for reconnect at standard telco rate.

Refund can only be made by the registered Astro account holders.

However, if you would like to request refunds on behalf of the account holder, you may do so by providing the supporting documents (e.g.: authorization letter, death certificate, 3rd party NRIC copy).

For other boxes, customers are advised to recycle them 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 nearby.

For all recycling-related questions, please click here.

We would need you to run few tests in order for us to understand your issue and to assist you in fixing the problem.

You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

1. Please run each of the tests according to your your Laptop/PC Software.
2. Compile the pictures / screenshots of your test results in one file (i.e Microsof Word document, PDF file) and attach them in the Support Ticket below in order for us to assist you further:
   • List of websites effected.
   • Run the Speed Test via LAN (cable) and Wi-Fi connection - Please click here for Speed Test guideline.
   • Run the Traceroute Test - Please click here for Traceroute Test guideline.
   • Run the Ping Test - Please click here for Ping Test guideline.
3. 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.

The Malaysia Communication and Multimedia Commission (MCMC)has issued a directive to all telecommunication companies (telcos) to block the sending and receiving of SMS with URL links. The move is aimed at preventing users from becoming victims of online scams. This exercise is applicable for all person-to-person SMS with URL links sent to or received from local and international mobile numbers, which has already taken effect as of 2 May 2023.

Starting 29th April 2025 onwards, the Sun NXT app will be available on the Ultra/Ulti Box for all Astro customers to enjoy on the big screen, web app or/and mobile app.

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.

No, customer must submit the termination notice via Astro Hotline.
Refer here for details.

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

You will continue to have access to Disney+ until the end of your current subscription cycle. After that, you will no longer be able to access Disney+ through Astro.

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

To start using Astro Rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase

Astro & Broadband comes with 24-month contract commitment.

The balance will be credited into your account, which will be reflected when you receive your next bill. The balance credit will be used to offset your bill balance.

Yes, any active Astro subscriber with a minimum primary subscription fee of RM100 can subscribe to a Multiroom (Astro Box) at a price of RM49.99 monthly with the box setup (subscription price is subject to Govt Tax).

You have exceeded the maximum number of registered devices allowed. To manage devices on Astro GO, go to Settings > Registered Devices to view / remove devices from the list of registered devices to your account.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.

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

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

The Kids Friendly Profile is an enhancement to the Kids User Profile feature with the following major improvements:

1. PIN control for the Kids Profile: When switching from a Kids Profile to an adult profile (i.e.: Father or Mother), a PIN entry will be required.
2. Limited Kids Profile Content Search: Only Kids age-appropriate content can be searched and displayed within the Kids Profile.
3. Kids Profile Based Recordings: Kids Profiles will have their own personalised age-appropriate recordings without any overlap with other user profiles. This feature will be available from 17th August onwards.

These enhancements are available across the Astro GO app, Ultra/Ulti Box, and Multiroom Box/Smart TV app.

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

Please update your auto-debit payment details via My Astro Portal.

To redeem rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

For Residential Astro Pay TV customers: You may change your contract from e.g., 12-month to 24-month without incurring a switching fee or cancellation fee. However, if you change your contract from e.g., 24-month to 12-month, will be charged a cancellation fee accordingly if still within minimum term (contract) period. No switching fee applicable.

Astro introduces the new Ulti Box with a redesigned new interface, Cloud recording feature, enhanced search capabilities and more. Just connect the all new Ulti Box to the Internet and take control of your entertainment and stream up to 100,000 videos on demand, anytime.

The features of the new Ulti Box include:

· New Home Screen -Everything you see is yours

· Discover Video on Demand (VOD) - Discover 100,000 videos, stream anytime, anywhere

· Search - Search for your favorite show or video faster and easier

· Play from Start - Missed the start of the show? Just restart.

· Stop Here, Continue There -Stop on one screen and continue on another device

· Multi-Screen - Stream seamlessly across any device

· Cloud Recording - Record all the programmers you want at the same time

. **Continuous viewing - Enable to continue watching your favorite shows during raining.

We recommend an Internet speed of 10Mbps and above for optimal access to cloud recording, streaming on demand videos and search functions.

Note: ** Except 4K UHD, Astro First and all radio channels

The service tax rate for Astro Pay TV will be increased from 6% to 8%. The service tax for Astro Fibre, which falls under the category of telecommunication service, will remain at 6%.

No. There will be no changes to your monthly subscription fee as part of the refreshed channel lineup. You will continue to enjoy your current pack at the same price, along with the new channels and content additions.

If you’re an HBO Pack add‑on customer, you’ll continue paying the same RRP amount (depending on your subscription plan – Standard/Premium). If you’re on a combo plan / 50% discounted offer, you’ll keep to the discounted price until the promo expires. After the expiry, you may continue to subscribe to the HBO Max app as an ala carte add‑on via Astro from RM24.90/month.

Occasionally, an additional verification step may be required, such as entering a mobile number. This helps ensure a smooth and secure activation experience.

Some of our payment partners require payees to scan the barcode on the statement to make payment. Always bring your Astro bill statement when making payment over the counter.

Astro customers can subscribe to WeTV VIP via Astro as an add-to-bill service for only RM13.90/month (RRP RM13.90) to enjoy the app on their big screen TV via the Ultra/Ulti Box, wetv.vip or on the go with the WeTV mobile app which is available on Android and iOS devices.

For more details on the WeTV VIP Membership, please refer to Q12 - Q17.

No, currently Simply South is not available for offline viewing.

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.

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.