You must subscribe to an Astro subscription (NJOI customers are not eligible) in order to get the Ulti Box.

The eligibility criteria for the Ulti Box are as follows:

New Customers

All new Astro customers with a monthly subscription fee of below RM100 will be entitled to select the Ulti Box upon signing up for Astro’s packages.

Existing Customers (Box Upgrade for Primary or Multiroom)

Existing customers are required to have an internet connection at home with a recommended internet speed of 10Mbps and above in order to upgrade your existing box to Ulti Box.

Note:

· Existing Ultra Box customers are not eligible for a swap to the Ulti Box.

· If your existing box is a PVR, you will lose access to all the recordings stored in the PVR

Multiroom (New subscription)

Customers subscribing for an additional multiroom subscription are entitled to select the Ulti Box as part of the subscription.

Our customers deserve the best streaming entertainment experience with us and from 9 December 2024, the new Astro One Packs make that possible.

From just RM49.99, these new packs make it simple, flexible and accessible for all Malaysians to stream the content they love on one platform, with up-to 4 concurrencies on Astro GO. Customers can easily make changes to their subscriptions via the My Astro app, including updates to their packs, choosing from up to 11 streaming apps, or switching to different ones, as and when they like.

Customers can choose between:

• The Astro One: Entertainment Pack for a wide range of favourite vernacular entertainment, including the best of Malay, Chinese, Indian, Korean, Horror, Local Live Sports (Liga Malaysia) and international shows enjoyed by Malaysian families.

• A sports-filled fiesta with Astro One: Sports Pack that comes with all our Sports channels, on top of what is on the Entertainment Pack.

• And the Astro One: Epic Pack, an indulgence for those who want it all. Adding on to the Entertainment Pack and Sports Pack, this unrivalled streaming experience will include the best from their favourite streaming apps, all on a single platform.

For more information, visit www.astro.com.my or send us a message on WhatsApp at 03-9543 3838.

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.

Please ensure you:

a. Have your original identification card “MyKad” (Front & Back) with you (Malaysian).

b. Have your original Passport & Visa with you (Non-Malaysian).

c. Are in a brightly lit environment

You will be able to enjoy all the content on WeTV via your Ultra/Ulti Box,

wetv.vip

and the WeTV mobile app immediately upon successful purchase from the Astro website. Please ensure that the mobile number used to log in to the app is the same one used to purchase your WeTV VIP subscription.

The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisation:

• Personalised Recommendations
• Continue Watching
• Watch List
• Last Viewed Channel
• Favourite & Blocked Channels

The MUP feature is a great way to allow individual users to tailor personal Astro experiences whilst using a shared device (e.g.: Astro Box) in the household, providing them with better personalised recommendations and encouraging better content discovery.

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.

There several possible reasons for a faulty SIM card. You may visit Astro's Help & Support page and scroll to 2. Technical Troubleshooting - Ultra Box / Ulti Box to find the scenario that best matches your situation. Then follow the troubleshooting steps provided.

You require at least two devices to form a Mesh WiFi network which are Astro Fibre WiFi router and a Mesh WiFi unit.

The Mesh unit will link to the WiFi router to form the Mesh WiFi network. You may connect up to 5 Mesh WiFi units for optimal WiFi coverage in your home.

Currently, this change affects SMS bills only. Other SMSs such as (but not limited to) bill reminders, payment notifications, promotional SMSs or technical appointment reminders will still be sent to you if applicable.

Yes, your complimentary access to the Sun NXT Lite app will continue even after upgrading to the Astro One Epic Pack.

Astro X3 Packs are available in two contract options:

1. 12-Month Contract Plan – Customers are required to fulfil a one-time 12-month contract commitment. There is no contract renewal required after contract expiry.
2. No-Contract Plan – Customers who prefer greater flexibility may subscribe to a no-contract option, which will be available from December 2026 onwards.

No, your rewards cannot be transferred to another person or exchanged for cash.

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.

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.

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.

No. We are rebranding our sports channel lineup for easy navigation of different sports categories, while maintaining the same content offerings. Hence, there will be additional channels to cater to all the sports content. Your subscription will not be affected, you will still be entitled to the sports content you’ve subscribed to.

Netflix changes their prices and plans from time to time to reflect the improvements that they make to the service. They continue to invest heavily in great new shows and films, to deliver great value for money.

Here's how to refresh your smartcard in 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. Tap on Subscription or TV pack
5. Tap on Rooms
6. For the box that you would like to refresh the smartcard, tap on 'Refresh' button. This will refresh your Astro box signal

📡 Experiencing technical issues?

📱 Download the My Astro app to:
- Perform self-troubleshoot
- Solve in a few minutes
- No need to call customer service

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.

Yes, you can download selected content on the Viu mobile app for offline viewing at a later time
if you are a Viu Premium member. To view all the shows you have downloaded, please click on
the “download (downwards arrow)” button at the Home Page.

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

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

i. SSID: SSID, Password: 12345678

If you are currently on the Disney+ Basic plan, your plan will automatically be renamed to Disney+ Standard. You will also be able to stream on up to 2 devices concurrently instead of 1 previously and enjoy unlimited device registrations with no change to your monthly fee.

If you are currently on the Disney+ Premium plan, you will be able to stream on up to 4 devices concurrently instead of 3 previously and enjoy unlimited device registrations with no change to your monthly fee.

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

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

Astro Fibre WiFi router is a dual-band edge Residential Gateway which supports two frequency bands 2.4GHz and 5GHz.

Yes, you can download ZEE5’s content on your device for offline viewing if you have subscribed to ZEE5 Premium. This feature is not available if you are not a Premium member. However, kindly note that some content is subjected to copyright which disables the download function on those selected videos.

Currently, Maxis, Digi, Celcom, TuneTalk, U-Mobile, Yes, XOX and Webe.

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.

Please check SMS received on the unsuccessful payment status and should you require further clarification contact your issuing bank for clarification or contact us via WhatsApp.

You can access your Prime Video Account on up to three (3) devices at a time (including your Ultra/Ulti Box), have up to 6 different profiles. However, you are only able to stream 2 devices concurrently for a single show/movie. To ensure a smoother streaming experience, please sign out from any unused devices.

Visit https://product.astro.com.my/box or check out our user guide for a quick and easy way to get started!

Your Astro account number is a 10-digit combination e.g.08XXXXXXXX.

To check your account number, 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
4. You will be able to see your account number tied to your subscription

Alternatively, you can find your account number on your paper bill or e-bill. You can refer to the top right corner of the bill.

🔄 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

If your monthly/quarterly/yearly bill has not been generated yet as of 9

th

July 2024, the 6% Service Tax will be reflected accordingly. For customers whose bill has been generated, the 6% service tax will be reflected in the next bill cycle following your bill frequency.

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.