Unfortunately, the the drop off option is only available for non-DBB customer. For DBB customer we will arrange for our appointed agent to collect your equipment. You will receive a phone call from our representative within 3 business days from your termination date to schedule the collection.

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.

Your bill statement will include details of your monthly subscription charges; e.g. charges for your chosen Astro packages and Broadband service. It will also show the time period of which your first bill will cover, as well as indicate how much the total charges are and when the payment due date is.

Please use your Astro ID to log in to the Astro Fibre App. If you do not have an Astro ID, kindly follow the simple steps here to create one.

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.

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

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.

Not to worry, you will only need to verify your Astro ID once. After that, you may log in to your account as usual.

SecureGo: A transaction authentication alert that is sent to your registered device. With SecureGo, you can either approve or reject the transaction in a matter of seconds. 

WhatsApp OTP: OTP stands for One Time Password which is a 6-digit number that is sent to your mobile number via WhatsApp for verification purposes 

The recommended home internet speed for a smooth viewing is 30Mbps.

This error indicates that you have reached the maximum number of simultaneous video streams across devices for one (1) account. To stop seeing this error, please stop streaming on one of your other devices.

• If you have recently purchased your Astro pack or made any changes to your pack on or after 9th November you can stream on two (2) concurrent screens

• If you have not made any changes you can stream on four (4) concurrent screens.

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

You will be able to enjoy all the content on the iQIYI app immediately upon successful purchase from the Astro website. You may enjoy your VIP privileges from the iQIYI app on your Ultra Box, Ulti Box, mobile devices (Android & iOS), Apple TV, Android TV, as well as on Web (www.iq.com).Please ensure that the account used to log in to the app is the same one used to purchase your iQIYI VIP subscription.

While there is no limit on device registrations, concurrent viewing limits depend on the HBO Max subscription plan: the HBO Pack with HBO Max Premium plan allows streaming on up to 4 devices simultaneously, whereas the HBO Pack with HBO Max Standard plan permits streaming on up to 2 devices at the same time.

If you have more than one card registered for OTP payments, you will be asked to select the specific card to be used for that specific transaction.

Customers on the Astro Smart TV app can stream these two channels (CH549 Love Nature 4K & CH805 Astro Sports UHD) if their TV model supports 4K UHD resolution.

Kindly note that these Sony TV models do not support 4K UHD resolution:
a) Sony BRAVIA 4K GB
b) Sony BRAVIA 4K UR
c) Sony BRAVIA VH

*CH805 Astro Sports UHD is only available to customers with Sports entitlement in their subscribed TV Pack.

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.

You can have up to five (5) devices registered to your account at any given time. However, you can only stream from one (1) device at a time.

Please ensure that you have subscribed to the mentioned channel.
If you're subscribed to this channel, follow below steps.

STEP 1
You need to refresh the signal on your box.
Refer to Refresh signal of your box guide.

STEP 2
If issue persist after 30 minutes, proceed to submit report via WhatsApp or Feedback Form.

Yes, you can download selected content on the iQIYI app for offline viewing at a later time. To find the titles you have downloaded, you may go to Profile > My Downloads.

Astro X3 allow up to 2 concurrent streams at the same time, shared across your registered devices. If you’d like to enjoy more simultaneous viewing, you can add GO+ to increase to up to 4 concurrent streams for RM5.99 per month (exclusive of SST). While streaming is flexible across devices, only one Smart TV can be used at a time. The remaining streams can be used on mobile or other supported devices via Astro GO.

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.

If you’re facing issues updating your mobile number via My Astro, here’s how you can update your mobile number through your Set Top Box (STB).

• Follow Method A if your box uses a satellite dish (Applicable to all boxes).
• Follow Method B if you are on Ultra or Ulti box that is connected to the internet.
• If your box has both, either method will work.

Method A:

1. Switch on your box and navigate to Channel 105 OR Channel 201 OR Channel 308 OR Channel 802.
2. Press on the red button on your Astro remote control and a QR code will be displayed on your screen.
   
3. Scan the QR code on a mobile device.
4. On the newly opened webpage, please enter your new mobile number.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter the OTP sent to the new mobile number.
   
7. Once the OTP is verified, your mobile number will be updated.
   

Method B:

1. Switch on your box and launch My Astro through the top menu or from the ‘Apps’ section.
2. Once you are in My Astro, press the yellow button on your Astro remote control to visit your ‘Account details’.
   
3. Press the down button to view ‘Personal info’.
   
4. Press the left button and focus on the edit icon for mobile number, press on "OK" to change your contact details.
   
5. To verify your identity, please enter the last 6 digits of the Astro account holder’s MyKad/Passport.
   
6. Please enter your new mobile number.
   
7. Please enter the OTP sent to the new mobile number.
   
8. Once the OTP is verified, your mobile number will be updated.
   

If you’re still unable to update your mobile number, kindly reach out to us via our Feedback Form and a representative from our team will get in touch to assist you soon.

Upon submitting your application, you will receive the eKYC link via SMS/email/astro.com.my to complete the eKYC verification within 3 days.

You can recover your Netflix subscription  here.

Yes, effective 1st March 2025, your Astro subscription packs that are bundled with Netflix will have a price increase:

• Netflix Standard: An increase of RM4.50 (before tax) monthly will be applied.
• Netflix Premium: An increase of RM7.28 (before tax) monthly will be applied.
• Netflix Premium (Astro one Epic): An increase of RM2.78 (before tax) monthly will be applied.

Starting 24 April 2025 – 23 June 2025, Ultra and Ulti Box customers will receive 2 months access to Prime Video by Amazon at no additional cost, as well as access to Prime Video via the website and mobile app. If you have yet to upgrade to our latest Ultra/Ulti Box, please reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

The eKYC link is only valid for 3 days to complete the eKYC verification process. You will be required to submit a fresh Astro account application.

For more information about the Astro Fibre App, you may click here for a detailed user guide.

After termination of Astro subscription, customer will be given two options of returning the Astro Box and SIM Card. The options available are:

a. At-Home Collection:

- Peninsular Malaysia customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a Flyers Pack provided by the appointed courier agent during collection.

- East Malaysia customers may hand over the Ultra Box or Ulti Box and SIM Card directly to pur appointed technician during collection.

OR

b. Self Drop-off: Customers are required to self-pack their Ultra Box or Ulti Box and SIM Card into a box.

- Peninsular Malaysia customers may drop the parcel off at any City-Link branch.

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

- East Malaysia customers may drop the parcell at any City-Link Branches listed below:

Operation hours for our appointed courier partner:

City-Link

Monday - Friday: 8:30am - 6:00pm
Saturday: 8:30am - 1:30pm
Sunday & PH: OFF

Step 1: Close the "Astro ID Login" tab in your browser, then close your mobile app browser (Safari, Google Chrome, Mozilla Firefox etc).
Step 2: Close the beIN SPORTS CONNECT app on your mobile device.
Step 3 Reopen the beIN SPORTS CONNECT app and try to log in again

Yes, effective on bill date 9^th July 2024 onwards, customers who upgraded their package from Astro TV Pack to Astro Broadband Bundle/Astro Fibre Bundle will be charged 6% Service Tax. Any adjustment or proration charges incurred before the upgrade will be calculated based on 6% service tax rate in the next bill, in line with the latest package upgrade.

You can access your ZEE5 Premium account on up to five (5) devices at a time, including your Ultra/Ulti Box. To ensure a smoother streaming experience, please sign out from any unused devices.

Yes, customer may choose to have different billing method for each different account.

Physical bill charging will only apply to the account that has opted for paper bills.

You can subscribe to Multiroom (Smart TV) through any of the following channels:

a) Online via the Multiroom page
b) WhatsApp “Smart TV” or call 03-9543 3838
c) Astro Stores

Yes, you can return the Astro Box & Smart Card/SIM Card even after being charged for the box fee. After successfully returning the box, Astro will proceed to refund the box fee within 30 days from the confirmation date of the returned items to our Astro warehouse.

No, you are still able to subscribe to iQIYI on your current Astro pack.

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.