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.

Yes, you may change the interface language of the app. To access the language settings, please click "Profile" > "Settings" > "Language" and select your preferred language

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.

7. 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.

Please make sure that:

1. You are logging in with the correct registered Astro ID (email or phone number) and password. If you can’t remember your password, please proceed to use the “forget password” function.
2. You have an Astro ID that is linked to an Astro account. (note: NJOI – linked users will not be able to log into Astro GO)
3. Your Astro account is active and not under suspension.

If the above points have been met, you may try some quick solutions below:

1. Clear the cache on your browser or app.
2. Check if you have the latest version of the browser or app.
3. Log out and log back into the browser or app.
4. Relaunch the browser or app.
5. Restart your mobile device.
6. Restart your internet connection.

Please reach out to the Viu team if you have any enquiries or require assistance with
the app. Their customer support is available from 9:00 am to 6:00 pm, Monday to
Friday (excluding Public Holidays).

You may contact Viu’s customer support team by:
1. Emailing to: e[email protected]; or
2. Call or WhatsApp them at 018 - 9429950 ; or
3. Reaching out to them via Facebook: https://www.facebook.com/ViuMalaysia/

If you would like to contact Astro, you may reach out to our Customer Service Centre by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching out to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

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"

There are no extra charges as it is a value-added service introduced provided for your convenience.

Please refer to the Welcome Card inside the Plug & Play Box package and scan the QR code. You may choose to watch either the self-installation video or the Augmented Reality (AR) Installation Video to activate your Plug & Play Box. You can also download the Installation Guide from the Astro Get Started Page.

Please install and activate your Plug & Play Box within 7 days of receiving your Plug & Play Box and Astro SIM card. If you are unable to activate your Plug & Play Box within 7 days, the Plug & Play Box will be automatically activated by Astro on the 8th day.

The billing and warranty of the Plug & Play Box shall begin on the same date of which the Plug & Play Box is activated.

In the event that you have ordered more than one (1) Plug & Play Box, please refer to the Astro SIM card letter (included with the Astro SIM card delivery) to match the right Astro SIM card to the respective Plug & Play Box. Each Astro SIM card has been paired with a specific Plug & Play Box, thus the correct matching of box and SIM card is required for it to work properly.

Yes, customers may need to provide additional documents such as bank-in slips or payment receipts. For refund requests due to wrong payment, it is mandatory to provide proof of payment or a bank statement that shows the transaction and bank account details

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.

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.

Only the account holder is allowed to manage the auto-debit facility. However, a third-party card holder has the right to withdraw their registered card from the linked-account with proper validation.

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.

If you experience constant loading or buffering while watching content on the Astro Smart TV app, please follow the steps below:

1. Update Your Smart TV Software

• Ensure your Smart TV is running the latest software or firmware version.
• Check for updates in your TV's Settings menu and install any available updates.

2. Restart Your Devices

• Turn off and restart the following devices:
  • Router
  • Modem (if applicable)
  • Smart TV
• Wait a few minutes for all devices to reconnect and stabilize.
• Relaunch the Astro app and test the VOD content again.

3. Clear the Astro App Cache

• Clear the application cache on your Smart TV.
• After clearing the cache, reopen the Astro app and check if the buffering issue has been resolved.

4. Reinstall the Astro App

• Uninstall the Astro app from your Smart TV.
• Download and install the latest version from your TV's app store.
• Launch the app and test any content again.

5. Still Experiencing Buffering Issues?

• Check whether other devices on the same network are heavily using the internet.
• Use a LAN cable for a more stable connection if possible.

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
• Type of internet connection (Wi‑Fi or LAN)
• Screenshot/photo of the error message

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

No, you will not be charged 8% Service Tax for paper billing option.

E‑Invoicing is a fully digital version of your invoice that is created and shared electronically based on the Inland Revenue Board of Malaysia’s (IRBM) national e‑Invoicing requirement. Instead of using paper or manual documents, everything is processed digitally for a smoother and more secure billing experience.

There are no changes to your charges, but the way your invoice is generated becomes more efficient and in alignment with national tax requirements.

Due to copyright restrictions, certain shows may not be available for live streaming. However, many shows become available for on-demand streaming shortly after their original airing. The availability and timing can vary depending on the specific show, streaming service, and licensing agreements in place.

A security question will be asked when making payments with credit cards over the phone. All other payment channels will not require any form of verification.

This initiative is part of Astro’s “GO GREEN” journey, which was implemented to promote paperless billing and to play our part in protecting the environment. The objective of the Paper Bill Charge is to encourage our customers to opt for e-Billing as their preferred Bill Delivery Method, which is also a more convenient and efficient way to access and manage their bills. Hence, a fixed RM10.00 monthly charge will be applied to all existing and new Astro customers who opt for Paper Bills as their preferred bill delivery method.

When Band Steering is enabled, only one SSID network name with one password is available. Example:

i. SSID: SSID, Password: 12345678

To request for a move, you may choose to:

(The fastest way) Self-serve by logging in to My Astro and follow the steps below:

1. Download the My Astro app or use the web version of My Astro
2. Login using your Astro ID
3. Go to Account > Profile > Address
4. Tap on the edit icon on 'Service address'
5. Verify your identity via SecureGo or OTP
6. Fill in your new address and confirm your relocation
7. A support ticket will be created and we will be in touch

OR

Submit your feedback via below link: https://support.astro.com.my/feedback-form

1: Choose Feedback Type

• Type: Technical issues
• Issue: I want to enquire about installation/ relocation

2: Fill in the form and click “Submit” support ticket.

You are attempting to play a content that is not part of your subscription. If you are not able to play a content that you are subscribed to, proceed to submit report via WhatsApp or

Feedback Form

.

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.

For any transaction, you will be prompted with a push notification alert to replace SMS OTP. Tap on the push notification to view the secure verification screen, that allows you to "Approve" or "Reject" the transaction within 50 seconds. Rejected transactions will not be processed. If transaction is performed from a different device, the push notification alert will still be sent to your SecureGo registered device for approval.

4K content is currently not supported on the Ultra/Ulti Box. However, you can still enjoy Prime Video in 4K on compatible smart devices.

Astro & Broadband offers Astro content with Astro Fibre, Maxis Fibre Broadband and Allo City Broadband for customers to enjoy the best entertainment through Astro while staying connected with high-speed internet.

With the current Astro & Broadband plans, customers will enjoy substantial savings bychoosing their desired broadband speed from 30Mbps - 800Mbps to accompany their Astro packages.

Starting 23 March 2023, Astro customers will be able to enjoy ZEE5 Premium’s exciting content offerings for only RM10.80/month on the big screen via their Ultra and Ulti Box, website or on the-go via the ZEE5 mobile app, available on Android and IOS devices.

The final bill will be generated on the next cycle date once Astro account has been terminated.

Your two-months Prime Video access begins on the day you activate your account.

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.

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

Visit the app store on your Smart TV and search for the Astro Smart TV app to download it.

If you would like more information or to provide feedback on Astro Rewards, kindly reach out to us at 03 9543 3838 or visit one of our Astro service centres.

You may still be using an older version of the Astro GO. To resolve this issue, please go to your respective app store and update your Astro GO app.

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

Customers who have lost their Ultra Box or Ulti Box will be charged RM 100 (exclusive of Sales and Service Tax).

Yes, English subtitles are available for all movies. Additionally, Malay and Arabic subtitles are available for selected movies. In addition, selected titles will be dubbed in multiple languages such as Tamil, Telugu, or Malayalam.

Any purchases via the Astro Smart TV app such as pay-per view, Astro First are subjected to 8% govt. tax.

Yes, you may assign your family or friends to help you drop off the Astro box.