By changing from a higher contract duration e.g., 24-months commitment period to lower contract duration e.g., 12-months, a proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

A proration of the cancellation fee will be applicable whereby you will be charged per contract's month balance against the maximum cancellation fee agreed upon during sign up for the offer.

You will start a new contract with 12-months commitment and receive the corresponding discount for that duration.

Check out how a cancellation fee is calculated with examples via this link:

Although it is possible to pair the second mesh node unit with the first mesh, customers are advised to follow similar steps in setting up the Mesh Network by pairing the mesh unit with the WiFi router instead.

To subscribe to the Netflix 24-month ala-carte plan, you'll need to upgrade your current Astro subscription to an Astro One Pack. Once upgraded, the Netflix 24- month ala-carte plan will be available for both the Astro One Entertainment and Sport Pack.

The iQIYI App is an on-demand video streaming service provided by iQIYI that was first launched in June 2019 in more than 191 countries providing the best Asian dramas to viewers across the world. iQIYI allows subscribers to watch all their favourite Asian entertainment including dramas, variety shows, movies and anime, with subtitles in multiple languages and equipped with Dolby Atmos for the most immersive experience at their fingertips.

You will receive two SMS notifications with tracking numbers separately from the courier service, one for the Plug & Play Box and one for the Astro SIM card. Please expect these SMS notifications to be sent to you within 2-3 working days upon successful order submission (online or via retailer).

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.

There will be no changes to your HBO Max app subscription. You can continue accessing the app as usual. However, due to Warner Bros. Discovery (WBD) and Astro's partnership model going forward, the HBO HD (CH 411), Cinemax HD (CH 412), HBO Family (CH 414) and HBO Hits (CH 415) channels will cease on Astro at 11:59 PM on 28 February 2026.

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).

Please perform the following checks and troubleshooting steps:

1. Check if your TV supports the Astro app.
The Astro app is generally available on selected:

• Android TV / Google TV
• Samsung Smart TV (selected models)
• LG Smart TV (selected models)

Kindly check that your Smart TV supports the Astro Smart TV app (kindly refer here).
If your TV uses a different operating system (e.g., older proprietary OS), the Astro app may not be available.


2. Update your TV software.
Go to: Settings → Support → Software Update
Install any available updates, then restart the TV and try again.


3. Search the correct app store.

• Samsung: Apps
• LG: LG Content Store
• Android/Google TV: Google Play Store

Search for "Astro" or "Astro GO" (depending on your region and service availability).

4. If your TV's region is set incorrectly, certain apps may not appear.
Look under: Settings → General → Location/Region
Ensure it matches your actual country.

If you are still having issues, 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.

Wider WiFi coverage:

- All areas across the house will enjoy optimal coverage with multiple Mesh WiFi units located in areas with sub-optimal coverage to form a larger WiFi network.

Stable connection;

- Consistent coverage of optimal WiFi signal will ensure a stable connection as the Mesh unit will automatically connect your devices to the strongest WiFi signal around your house.

Payment via cheque will take 3 - 5 working days to be posted. If you require faster payment posting, we recommend you to pay online via Astro Quick Pay.

If you see this message, it means the maximum number of devices currently streaming on your Astro account has been exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop Streaming on Other Devices

• Check if Astro is currently being streamed on other devices linked to your account.
• Close the Astro app or stop playback on any unused devices.

2. Wait a Few Minutes

• If a streaming session was recently ended, it may take a few minutes for the system to update.

3. Try Again

• Return to your device and attempt to stream the content again.

4. Check Your Device Usage

• Go to www.astrogo.com.my or open the Astro GO app.
• Log in using your Astro ID and password.
• Review the list of registered devices.
• Remove a device that you no longer use.
• Return to your new device and try signing in 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.

Note: Please be aware that only one Smart TV device is allowed per account at any point in time.

No, the 12-month contract will not automatically renew. Customers are only required to serve one contract cycle, and there is no contract renewal.

WeTV is a global video on demand and over-the-top streaming service, providing the best premium entertainment including Chinese, Indonesian, Korean, Thai, Japanese and Malaysian series and movies to fans of Asian entertainment.

SecureGo is an authentication process that allows you to approve your My Astro transactions safely and easily using one-tap verification. This feature is available on the My Astro app. 

Once SecureGo is activated, it will be your default transaction approval method on the My Astro app. 

No. You will need to use a Malaysian mobile number registered with a local mobile network operator to register and activate your Disney+ subscription through Astro.

The main features and changes in this update are the revamped look and feel of Astro's user interface on the Astro Ultra/Ulti Boxes and Astro GO, which include redesigns to the Astro interface that consists of title rows at the Home Page to feature popular franchises, new live programmes posters and changes to the menu bar for easier navigation; auto-start Interactive Mode on Astro GO; as well as a Picture-in-Picture mode that shrinks your video player so you can keep watching your favourite shows while using other apps.

The details of each feature are:

• New Astro user interface
• Picture-in-picture mode
• Auto-start Interactive Mode on Astro GO

For more info, please read our dedicated FAQ on this here.

For self-installation, in your first bill upon activation of your Plug& Play Box, the activation fee will be included as a separate line item in your bill alongside the subscription fee.

If you choose to install the Plug & Play Box via installer, you can pay the installation fee and activation fee directly to the installer upon installation. This will be reflected in your next bill itemised as setup fee.

You can watch Disney+ through any of the following methods:

a. Astro Ultra and Ulti Box by launching the Disney+ app under the Apps rail on your Home page.

b. Personal devices (e.g. mobile phones, tablets and Smart TVs) by downloading the Disney+ app or visiting the Disney+ website.

You will need to log in using the credentials created during activation.

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.

If you see the message "Unable to proceed” error, it means the content you are trying to watch is not available under your current Astro subscription package.

1. Check Your Subscription
Verify whether the Astro Smart TV is included in your Astro package via My Astro app/web (kindly refer here).

2. Ensure You're Logged In to the Correct Astro ID
Make sure you're signed in with the Astro ID linked to your active Astro account.

3. Refresh Your Account Access

• Log out of the Astro app and log back in.
• Restart the app and try accessing the content again.

If you believe the content is included in your subscription but the error persists, 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 can activate your access anytime between April 24, 2025, and June 23, 2025, to get 2 months of access to Prime Video at no additional charge. Please note that the offer is subject to change. All sign-ups are also subject to the Prime Video app usage terms and conditions.

Please ensure that your Ultra or Ulti Box is set as the primary (main) decoder to enjoy 2 months of access to Prime Video at no additional charge.

If your primary box is an older model, don’t worry as you can still enjoy this offer by upgrading to an Ultra/Ulti Box within the offer period. Just contact us to arrange your upgrade.

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.

Video On Demand is FREE* for all Astro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR &PVR boxes). Aside from our extensive library of more than 110,000 video, you can also enjoy blockbuster movies on a pay-per-view basis.

Please note that your default pin is 0000 to make any purchases.

*Entitlement is based on subscription package.

Please ensure that your mobile number is up to date in our database to ensure that payment reminders are sent to the right person.

You can do so via:

1. Astro Self-Service Portal

2. Call our Customer Call Centre (CCC)

**Only account holder can update the mobile number

My Astro is an easy-to-use, free mobile phone app and responsive web portal that helps Astro customers to manage their Astro accounts. My Astro app allows customers to manage their accounts, pay bills, and get any support they need. In addition, customers can find and purchase the latest shows to be viewed on their Astro Box or on Astro GO. Customers can also receive news about Astro's latest products and content offerings.

Download My Astro app or visit the My Astro website.

When playing content from the Video On Demand library, a 15-second or 30-second video advertisement(s) will be shown before the On Demand programme starts. All advertisements will display a countdown to indicate the time remaining on the advertisement(s) and will not be skippable.

To find out more information on Astro GO advertising, please click here.

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.

Yes, you will need to activate SecureGo again if you're on a new device.

When you activate SecureGo on a different device, you will receive an email to notify you that the device has been de-registered. 

If you suspect that someone else has gained access to your phone, contact our customer service immediately at 03-9543 3838 to unlink your Astro ID. 

No there will not be any penalty.

For the Multiroom subscription on a box setup, if your subscription is within the 24-month contractual period. Then a pro-rated penalty of RM600 will be applied for any Astro box except for Ultra Box, which the penalty will be RM1,000.

Step 1: At Astro Home, go to the app rail and select "beIN SPORTS CONNECT"
Step 2: Go to the Profile icon at the top of your screen and click "OK"
Step 3: A QR code will be presented on your screen. Use the in-app QR code scanner on your mobile device to scan the QR code
Step 4: Your TV screen will refresh automatically and you will be able to enjoy the beIN SPORTS CONNECT app on your TV!

Please make sure that:

• You are entering the correct account holder's information while linking, ie: I/C number, passport number, Astro account number or Smart card number.
• You are linking to an Astro account (NJOI customers will not be able to log into Astro GO).
• Your Astro account is not currently linked to any other Astro ID. If your Astro account is currently linked to another Astro ID, you will see a red notice.

To find out which Astro ID is currently linked to your account, you may submit a feedback form. Kindly select feedback type "I have an enquiry/issue with Apps"

Astro ID and / or account deletion is permanent. Upon deletion, it will be unlinked from your TV subscription account and you will be logged out from all the associated Astro apps and / or services connected including the partner apps that you have logged in using the same Astro ID.

If you have any queries regarding Astro ID or would like to request for Astro ID account deletion, click on submit your request here, fill in the required details and our Astro representative will get back to you within 3 business days for security verification purposes.

BYOND / PVR / Ultra Box

To dismantle ONLY - FOC

To reinstall ONLY – RM65

To dismantle and reinstall - RM65

Broadband / IPTV

Relocation within 6 months of contract start will be charged a RM500.00 relocation fee, and the contract will be renewed to a new 24-month contract.

Relocation after 6 months of contract start will have their contract renewed to a new 24-month contract.

Note For IPTV Customers:

1. Upon relocation request, all exiting IPTV customers will be converted to our Astro & Broadband service. Customers can choose to have standard Astro service with satellite dish, or unicast Plug & Play without satellite dish.

2. If customers choose to have satellite dish, an additional RM150.00 will be charged for satellite installation. If customers choose to have unicast Plug & Play service, no satellite dish is required, hence no extra charge will be incurred.

*Please note that additional charges may apply if the reinstallation process requires extra cables/fixings.

Prime Video is Amazon’s over-the-top (OTT) streaming and rental service that offers access to a wide range of content including, exclusive Amazon originals, blockbuster movies and hit shows.

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

Kindly note that affected customers will be adequately informed 30 days prior to the implementation via SMS which are sent out in phases (Starting 1 July), with scheduled announcements across WhatsApp, My Astro app, and Astro website.

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

WeTV offers a wide range of hot and exclusive content in advance for WeTV VIP members, which includes WeTV Originals, series, dramas and many more. With a VIP subscription, you can also enjoy all these exciting content with the ability to skip advertisements to stream without interference and watch your favourite shows on two devices at the same time!

VIP membership privileges:

1. Premium Content on WeTV only

2. Enjoy VIP content on two devices at the same time

3. Watch the content in advance before anyone else!

If you're getting the following error on your PVR box when trying to access On Demand (VOD) feature:
- Network interruption, please try again later. If problem persists, please WhatsApp HELP to 03- 9543 3838.
(Code: V6A / V63 / V65)
- Unable to load the On Demand Catalogue due to failure in resolving server's DNS address. Please check your internet connection and try again later. (V6B)

This error message appears because you're trying to access a service that has been discontinued.
Please be informed that Video on Demand (VOD) services has been discontinued on Astro PVR boxes starting 31 December 2025, 12:01 AM. This is part of our ongoing efforts to enhance customer's viewing experience as PVR boxes are no longer able to support the advanced features and viewing quality available on our newer boxes due to technology limitations.

To continue enjoying Video on Demand (VOD) content on Astro set-top-boxes, you must upgrade your PVR box to an Ultra or Ulti Box. This upgrade is available at no additional cost for PVR box users, and it gives you access to the latest features and an improved viewing experience. Alternatively, if you don't want to upgrade your PVR box, you can continue to access On Demand content anytime via Astro GO, which is available at no additional cost to all Astro customers.

All other regular PVR features including the recording feature will remain available.

To find out more on this upgrade offer, contact Astro customer service at 03-95433838.

No, Astro will cover all expenses related to returning the box.

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.

The Astro X3 packs are available to both new and existing Astro customers, making it easier for customers to enjoy a fully digital viewing experience. For existing Astro customers, subscribing to an Astro X3 pack under a 12-month contract will be treated as a new subscription, and a separate account will be created.

To manage this subscription, customers will need to register a new Astro ID using a new email address. This ensures a smooth and seamless self-service experience, with each subscription managed independently.

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.

Starting 20 January 2026, all Astro customers will have the option to add on the TVBAnywhere+ app to their existing subscriptions.

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.