Please refer below to set up your Ultra/Ulti Plug & Play Box.

To connect via LAN cable:

1. Switch off your old Astro box.
2. To connect your Plug& Play Box via LAN cable:
   a) Remove the LAN cable from your old Astro box and connect the LAN cable to your new Plug & Play Box.
   i) For Maxis IPTV customers, keep the other end of the LAN cable connected to your router.
   ii) For TIME IPTV customers, go to the other end of the same LAN cable, plug it out from your modem, and into any LAN port on your router. Ensure that you’re not plugging your LAN cable back into the same box.
   

Note: If you have a two-in-one modem & router, you can skip Step ii).

To connect via Wi-Fi:

Remove your LAN cable from your old Astro box, and do not plug it into your new Plug & Play Box.

You may enquire by submitting a Feedback Form. Please choose the following feedback type and issue:

Feedback type : Payment/Billing
Issue : I want to ask about a refund

OR

Reach out via Astro Official Digital platform i.e. Facebook or Chat. Our agent will assist on your request.

Successful payment via JomPAY will be posted real time.

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.

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

Yes, customers will be charged a fixed Paper Bill Fee of RM10.00 per bill every month for each account.

If you are interested to subscribe to Sun NXT via Astro, please click here or reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

It will take around 10 to 15 minutes before you are able to view your purchase.

To be eligible, you'll need to be an Active Astro Pay TV customer with a valid Astro ID.

An Active Astro customer refers to a subscriber of the Astro Service, whose account is current and active with no outstanding payments due 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.

Each account you hold is entitled to one (1) tier status based on the longest active smartcard.

Below will be the process to terminate Astro account:

1. Account holder to give 30-day notice period for account termination.
2. Account will be scheduled for termination 1 (one) day before customer’s billing cycle date.
3. After account terminated, there will be a collection of Ultra/Ulti box and Broadband Equipment.

Notes: You need to settle the outstanding balance and penalty (if any)

Ultra/Ulti Box retrieval:

• West Malaysia except for East Malaysia, Tioman, Labuan and Langkawi – Courier partner will contact customer for box retrieval.
• East Malaysia, Tioman, Labuan and Langkawi – Installer will do the box retrieval.
• For other than Ultra/Ulti box, refer to recycle information here.

Broadband Equipment retrieval:

• Installer will do the equipment retrieval.

No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

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.

Yes, there are five digital bill platforms available for all customers to check their Astro bills:

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. Astro Quick Pay

1. Visit https://pay.astro.com.my

2. Enter your 10-digit Astro Account Number and follow the instructions to view your bill, account status, pay bills or add a billing reminder on your Google calendar.

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.

D. 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.

E. Auto-Debit

Alternatively, please register for Auto-Debit by following the steps here for hassle-free payments.

💳 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

Here's how you can switch to the new Astro packs on 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. Select Subscription or TV Pack
5. Click on your pack
6. You can now browse and switch to the latest Astro packs

🔄 Want to manage your Astro subscription easily?

📱 Download the My Astro app to:
- Manage your pack subscriptions
- Get add-ons in just minutes
- Get details about your contract

IRBM is introducing e-invoicing to make tax processes more manageable and efficient for both businesses and the government. This enables a better and smoother customer experience.

Step 1: Click "Log in" and click "Forgot my password"
Step 2: Enter your email address and click "Submit"
Step 3: An email will be sent to your registered email address with further instructions on how to reset your password

You may report the incident on WhatsApp at 03-95433838 by typing PNP and our dedicated agents will attend to your matter. Please have your Airway Bill tracking numbers ready for validation.

If a replacement box/Astro SIM card is deemed necessary, a new Plug &Play Box and a new Astro SIM card will be couriered to your service address.

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

Step 1:

Type ASTRO<space>BARCODE<space>10 digit account number

Example: ASTRO BARCODE 0866603852

Step 2:

Send SMS to 66688

*Standard telco charges and Terms and Conditions apply

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.

Yes, you will. Customers who purchased Astro First / Astro Best / Pay-per-View event in February 2024 with a viewing period in March 2024 will be charged an 8% Service Tax in their next bill.

The Multiroom (Smart TV) will mirror the subscription entitlement as per your primary subscription. However, radio channels and 3rd party apps such as Netflix, Disney+ are not available for consumption via Multiroom (Smart TV).

1. Clearly indicate full name of Astro customer, contact number and Astro subscription account number when making each payment (e.g. on bank-in slips)
2. For Direct Debit, please contact your bank for standing instructions. Provide the full name of Astro customer and Astro account number. The Direct Debit service may not be available with all banks. Please check with your bank for confirmation of Direct Debit service.
3. Please inform us of any changes in billing address/information by contacting us via one of these platforms.

IMPORTANT NOTICE: To avoid any problems in payment processing, please pay only at authorised Astro payment channels

If you are unable to log in to the Astro Smart TV app, please follow the steps below:

1. Verify Your Astro ID Credentials

• Ensure you are using the correct Astro ID (email address/mobile number) and password.
• If you have forgotten your password, reset it via the Astro login page.

2. Check Your Internet Connection

• Ensure your Smart TV is connected to the internet.
• Test your internet connection by opening another app on the TV.
• Restart your router and Smart TV if necessary.

3. Update the Astro App and TV Software

• Make sure the Astro app is updated to the latest version.
• Check that your Smart TV firmware/software is up to date.

4. Restart the App

• Close the Astro app completely.
• Reopen the app and try signing in again.

5. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install it again from your TV's app store.
• Attempt to log in once more.

If you are still unable to log in, proceed to submit report via WhatsApp or Feedback Form and provide:

• Smart TV brand and model
• Screenshot/photo of the error message
• Astro ID (email address used for login)
• Details of the troubleshooting steps already performed

This information will help the support team investigate and resolve the issue more quickly.

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.

The TVBAnywhere+ app offers over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals that can be enjoyed anytime, anywhere. It also features exclusive dramas, known as TVBAnywhere+ Originals, such as

Ghost Cleansing Ltd

and

OPM

, which are available exclusively on the app. In addition, the app includes selected movie titles for on-demand viewing, providing more flexibility compared to the TVB channels on Astro.

Please provide your primary mobile number via My Astro Portal, or send it to one of our platforms found here.

Note:

• Any changes of contact details to be requested by account holder only.
• Only account holder's contact to be updated as primary mobile number in the system.

You will receive an SMS from us informing you of the receipt of your Astro Box. However, if you wish to track the delivery of your Astro Box, you can use the tracking number available on the consignment note.

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.

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.

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.

Currently, e‑Invoicing is not mandatory for all customers. However, it is mandatory for customers who subscribe to Astro Fibre or Broadband services, as this follows the Inland Revenue Board of Malaysia’s (IRBM) national e‑Invoicing requirement.

For other Astro services, e‑Invoicing is optional, but customers are encouraged to opt in as it supports quicker processing, smoother transactions and a more seamless billing and tax compliance experience over time.

Once the e-invoicing is activated, you cannot change your bill delivery method. If you do, your e-invoice will be automatically deactivated.

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.

• Starting 1 March 2026 - Astro Showtime (CH 411), Rock Action (CH 414), and Rock X Stream (CH 415) will be available to customers
• Starting 1 April 2026 - Astro FAM Time (CH 412) will be available to customers

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.

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
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.

If you would like to transfer your existing HBO Max Account to be charged under Astro bill, please follow the steps below:

1. Cancel your existing subscription with HBO Max.
2. Once the remaining duration of your existing subscription has ended, you may proceed to subscribe for HBO Max via Astro bill.
3. To subscribe, navigate to My Astro app page and clicked on “Manage your add-ons" where you will be able to manage all the streaming apps you are entitled.