Netflix Basic全国范围内安装
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| UniFi Maxis Astro Njoi |
常问问题
在这里找到您要的答案。
我们提供一站式服务为您申请Astro和Broadband。不必开车，排队和在销售柜台等候。 我们可以帮助您处理您的申请。
我们不收取额外费用。 无需提供信用卡信息。 费用与您在销售柜台申请的费用相同。
首先，您可以在线申请，我们将在工作时间内立即与您联系。 通过WhatsApp/电子邮件/传真发送您的身份证-IC（马来西亚公民）/ 护照（外国人）的复印件给我们。 收到所有资料后，我们将立即处理您的申请。
一旦收到您的完整资料，我们将在工作时间内立即处理您的申请。一旦您的申请获得批准，服务提供商的承包商将与您联系以进行安装预约。
ASTRO 和宽频收费同时在一张账单，享受更大的节省和无忧的账单支付。 在24个月的合约期内，您可以每月以折扣价享受 Astro 和宽频。
Astro 提供多种电视配套，包括娱乐、体育、电影和儿童配套。您可以选择符合您观看需求的配套，并在适用情况下添加额外的串流应用服务。
可以，您可以只订阅 Astro 电视配套而无需绑定宽频。不过，将 Astro 电视与光纤宽频绑定可享有更好的每月优惠，并且只需支付一张综合账单，更加方便。
对于小型家庭以及轻度上网和串流使用者，100Mbps 通常已足够。较大家庭、游戏玩家或重度串流用户则可选择 500Mbps 或 1Gbps 配套，以获得更流畅的多设备使用体验。
大多数 Astro 电视和光纤宽频配套都附带 24 个月合约期。如在合约期满前取消服务，可能会产生提前终止费用。
可以，您可在符合资格及覆盖范围的情况下随时升级电视配套或宽频速度。根据升级情况，可能需要重新计算合约期限。
您的每月账单将由 Astro 直接发出。您可通过电子邮件接收账单，或通过 Astro 账户在线查看。绑定配套用户将收到电视与宽频服务的综合账单。
付款方式包括网上银行、自动扣款、信用卡或 Astro 提供的其他认可付款渠道。我们的团队将在申请过程中为您提供协助。
如果您遇到任何服务中断问题，可联系 Astro 客户服务寻求技术协助。大多数情况下可远程解决，如有需要将安排技术人员上门处理。
可以，迁移服务需视新地址是否在服务覆盖范围内而定。根据您的配套，可能会产生迁移费用及合约调整。
不需要，提交申请时无需提供信用卡资料。服务获批后，付款安排将由 Astro 直接处理。
部分 Astro 电视配套可根据当前促销及服务情况添加串流服务等附加项目。可能需支付额外月费。
是的，光纤安装时通常会提供 WiFi 路由器。路由器型号可能会根据所选宽频速度配套而有所不同。
可以，我们会在处理您的申请前确认您地址的服务覆盖范围，以确保该地区可安装宽频服务。
马来西亚公民需提供 MyKad 复印件。外籍人士则需在提交宽频申请时提供护照复印件。
申请获批后，服务提供商通常会在 2 至 7 个工作日内联系您安排宽频安装预约。
大多数 Astro 宽频配套附带 24 个月合约期，从安装日期开始计算。如您搬迁，可能需要在新地址重新签订 24 个月合约。
可以，您可在新地址具备服务覆盖的情况下迁移宽频服务。合约期限可能会从新安装日期起重新计算 24 个月。
可以，您可申请在家中调整宽频设备位置。若属于非标准安装，可能会产生额外费用，并需在评估后直接支付给安装人员。
可以，您可转用 Astro 宽频。为避免服务中断，建议在终止现有宽频合约前先开通新的宽频服务。
标准安装在促销期间可能免费，但非标准安装（如设备迁移或复杂布线）可能会产生额外费用，并需直接支付给安装人员。
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.
In the new bill layout, there are three tax indicators for customer to refer: S1 (8%), S2 (6%), and N (non-taxable item). Each item list will be marked in accordance with the tax indicator below:
- With numerous OTT entrants, consumers are suffering from subscription fatigue. In fact, they are looking for a one stop shop platform where OTT services are integrated in one place.
- Astro offers flexibility and convenience with new packs where customers can get the convenience of accessing a variety of content via Ultra Box as the single remote-control solution.
- In addition, there will be cost savings for Astro customers to purchase both Netflix and Astro together. Even better deals available if customers also subscribe to broadband for a better-connected experience.
Customers on the Multiroom (Smart TV) app can stream these two channels (CH549 Love Nature & CH805 Astro SuperSport) if their TV model supports 4K UHD resolution.
Kindly note that these Sony TV models do not support 4K UHD resolution:
• Sony BRAVIA 4K GB
• Sony BRAVIA 4K UR
• Sony BRAVIA VH
*CH805 Astro SuperSport is only available to customers on the Sports, Sports Plus, Premium 1, Premium 2, Premium 4, Platinum Lite and Platinum Packs.
1. Please standby computer/laptop to access to the internet and connection must be via LAN (cable) [Connect the LAN (cable) to the yellow port in Maxis Router and direct to computer/laptop].
2. You may open any web browser such as Google Chrome, Internet Explorer, Mozilla Firefox and etc.
3. On the address bar, please go to http://192.168.1.254 and below page will appear.
If below box appear, please enter required details:
USERNAME: Administrator
PASSWORD: (ACCESS KEY AT THE RGW STICKER)
(These are the defaults, if you have done previous configuration on your router the password may be different)
4. Once enter into the page "'TECHNICOLOR TG784N V3'', you may follow below steps to get the best wireless channel information.
A. Select "Home Network".
B. Click "WLAN: SSID" to proceed to next screen.
C. In order to get the best wireless channel, click "Wireless Scan" to scan available surroundings wireless Channel.
D. Please choose channel with lesser number of usage.
Example in below case, you may choose channel 4.
5. To configure wireless channel, please proceed with below steps.
A. Select "Home Network".
B. Click "WLAN: SSID" to proceed to next screen.
C. Then, click "Configure" to change the channel selection (automatic to manual) and other configuration option.
D. Please ensure below items:
i. WLAN Enable: Tick
ii. Interface Enable: Tick
iii. Change the Channel Selection to Manual
iv. Change the wireless Channel based on Step 4(D).
v. Once completed the selection, click the "Apply" button.
Yes, you have the option to transfer the credit balance to another active Astro account. It will be considered as payment to that account and is subject to Astro's terms & conditions.
If you add on the Mesh WiFi during your initial order of Astro Fibre, there is no additional installation fee. If you order the Mesh WiFi as an add-on at a later time, you will have to pay RM49 per installer visit. However, if you choose to have the Mesh WiFi delivered via courier in order to self-install your Mesh WiFi, there will be no installation or delivery fee charged.
Advance payment can be made via credit/debit card or online banking.
No additional subscription is required. Video On-Demand (VOD) is a value-added service for all Astrro customers with connected Astro boxes (Ultra Box, Ulti Box, HD-PVR & PVR boxes). All you have to do is connect your decoder to your home Wi-Fi and you'll be able to access the world of on demand. Binge-watch, rewind, fast-froward and stream all your favourite shows anytime.
STEP 1
Check the internet connectivity by run the Test Connection.
Refer Run Test Connection.
STEP 2
Verify the average speedtest based on the Test Connection result.
a. Above 10Mbps - Proceed to STEP 5
b. Less then 10 Mbps - Proceed to STEP 3
Notes: Minimum 10 Mbps internet speed from box requires in order to get a stable connection.
STEP 3
Check the connection to the box either using Ethernet (LAN cable) or Wi-Fi.
a. If using Ethernet (LAN cable) - Connect to Live Agent for help.
b. If using Wi-Fi - Proceed to STEP 4
STEP 4
Check location of the decoder and router.
a. If nearby (within 1.5m) - Try connect to box from router using LAN cable.
b. If far (more than 1.5m) / No LAN cable - Proceed STEP 5
STEP 5
Reboot router, modem and decoder.
If issue persist, please try again after 30mins to 1 hour. Connect to live agent if persist after 30 mins to 1 hour.
You may use the same feedback form and choose below options.
Category: I would like to request for refund
Sub Category: Request for Refund
Option 1
- Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.
- Ensure both cables on Modem (LAN Port 1) and Router (Internet Port) are properly connected.
Modem connection
Router connection
3. Please make sure the LAN cable is connected properly from router (Port 1-4 - LAN port) to PC/ Laptop.
4. If you have change the password in Selfcare Time portal recently, please change the router configuration follows the new password made in Selfcare, but if you didn't make any changes, please go to Step 5.
5. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.
Option 2/ Option 3
- Please turn off all devices (Modem and Router). By restarting your modem, you can isolate the possibility of overloaded processes in the modem, which would impact its performance.
- Gently remove fiber optic cable and blow / wipe the tip of the fiber cable. This is to clean up the cable in order to avoid any interferences.
- Re-insert the fiber cable to the optical port behind the modem.
- Ensure both cables on Modem (LAN Port 1) and Router (Internet Port) are properly connected.
Modem Connection
Router Connection
5. Make Sure both cables on Modem (LAN Port 4/ LAN Port 3 for second decoder) and Astro Decoder (Network Port) are properly inserted.
6. Switch on modem and router and please wait for 2 minutes to stabilise the devices after reboot.
5. If the issue persists, submit your feedback form and attach your modem light indicator picture/video for further assistance.
Option 4
1. Ensure Modem/Router are connected tightly to the power socket.
2. Try to use another power socket / power source to eliminate faulty power sockets/power sources which could cause the issue.
3. If the issue persists, submit your feedback form for further assistance.
Option 5
1. Please ensure LAN cable is directly connected to modem port LAN 1.
2. Please use different LAN port if LAN 1 port is still off / not working.
3. If the issue persists, submit your feedback form for further assistance.
The fee is a one-time activation fee that will be charged when you subscribe to the Plug & Play Box.
Tap on the "Account' screen on the navigation bar to view your outstanding balance. Click on "Pay Now' to pay your bill. If your payment is successful, you will receive a record and your payment history will be updated.
Each Astro customer can subscribe to a maximum of one (1) Multiroom (Smart TV) subscription. If you need additional Multiroom access, you may subscribe to Multiroom (Astro Box). All subscription has to be used within the same location as per the main subscription.
Yes, a charge of up to RM20.00 may be imposed upon reconnection.
No, the Astro Fibre App is available for Astro Fibre customers with the RG21 router only.
Yes, all Astro customers with a Disney+ Hotstar subscription can access the app on the Ultra/Ulti Box. To access the app, please refer here.
Advance payment is only applicable to Astro TV pack purchases. If you subscribe to an Astro Fibre+TV bundle, only one month of your TV subscription fee (excluding tax) is required to be paid upon sign-up. The full tax amount and the first-month subscription fee for Astro Fibre will be paid on your first month's bill.
Yes, eKYC verification is mandatory. In addition, this verification process helps to reduce manual handling of customer's personal information and secure against unauthorised usage.
Yes, an existing IPTV customer is eligible to switch to Astro Fibre. However, your IPTV services will be switched to a Plug & Play service, and your existing Astro PVR / B.yond Box will be upgraded to the Ultra/Ulti box. There is no additional charge for the Astro Ultra/Ulti upgrade. Please note that you will be re-contracted for 24 months upon installation.
Step 1: Launch the app on your Smart TV.
Step 2: You will be able to see a welcome screen with a QR code and URL.
Step 3: Scan the QR code or go to astro.com.my/tvapp on your mobile and enter your unique code (e.g. FSJV-SMBS) displayed on the TV screen
Step 4: At the login page, you will need to log in with your Astro ID (registered email or mobile number) and password.
(If you do not have an Astro ID, click on "Create now"
to sign up and link to your Astro account – check the following on the steps)
Step 5: Once you have successfully logged in on your mobile, the Astro app will launch on your Smart TV screen. You can continue to browse and watch your favourite shows on the Smart TV.
Disney+ Hotstar app is now available to Astro customers on the Ultra and Ulti Box will be able to enjoy the app on the big screen and stream all their favourite blockbuster movies from Hollywood to Hallyu and award-winning shows from Disney, Marvel, Star Wars, Pixar, National Geographic, FX and 20th Century Studios!
You can proceed with below BTS if the weather is good. Otherwise, you may try again later.
STEP 1
On your remote, press the HOME button and the home menu will be displayed on top of your screen.
STEP 2
Navigate to SETTINGS.
STEP 3
Navigate to Satellite Settings and press “OK”.
STEP 4
Navigate to Diagnostics and press “OK”.
STEP 5
Refer to the signal strength on your screen.
If it is 65 or higher, please take the screenshot and submit your feedback form.
If it is below 65, please go to Step 6.
STEP 6
Switch off the power for your box and make sure that the adapter’s power light is off.
STEP 7
Unscrew the satellite cable from the box and pull it out.
STEP 8
Plug the satellite cable back into the box and screw it back securely.
STEP 9
Switch on the power for your box and make sure that the adapter’s power light is on. Please wait for 5 minutes.
STEP 10
Turn on your box. You should no longer be experiencing this issue.
If issue persist, please submit the issue on our Feedback Form with error details and attach a picture of your General tab of the STB Diagnostics for assistance.
Centralized Dish
If issue persist under a centralized satellite dish, please refer to your respective Building Management before contacting our agents.
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.
you may have to get your hands a little dirty.
- 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.
- Restart your computer.
- Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
- 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.
- 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.
- 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.
- 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:
- 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.
- 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.
You may utilise your credit balance to offset future billing on your Astro account, or contact us here for further enquiries.
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.
What is the "iQIYI Video - Dramas & Movies" App?
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.
Where can I access the iQIYI App?
Starting 20 December 2022, Astro customers will be able to enjoy the iQIYI app as an add-to-bill service for an exclusive price via Astro and enjoy the app on their Ultra/Ulti Box, mobile app and website.
How do I access the iQIYI App on the Ultra/Ulti Box?
After completing the subscription process, you will be able to access the iQIYI App on the Ultra/Ulti Box by following the steps below:
On your Ultra/Ulti Box
Step 1: At the Home menu, go to the App Rail and select "iQIYI"
Step 2: Click "OK" on your Astro remote
Step 3: While on the iQIYI App Home Page, navigate to "VIP account" located at the top left pane and click "Login". A page with a QR Code will be presented on your TV screen
Step 4: Scan the QR code using your mobile device and you will be directed to the iQIYI mobile app
Step 5: Follow the steps under "On Mobile App" below to pair your iQIYI account with your Ultra/Ulti Box
On the iQIYI Mobile App
Step 1: Download the iQIYI App on your mobile device
Step 2: At the login page, select "Continue with Astro"
Step 3: Log in with your Astro ID
Step 4: Click on the "Me" icon located at the bottom of the screen, and you will be presented with your iQIYI profile page
Step 5: Click on the in-app QR code scanner located at the top right corner of the screen
Step 6: Scan the QR Code displayed on your TV screen with the in-app QR code scanner. Refer to Step 3 under "On your Ultra/Ulti Box" above
Step 7: The screen on your TV will reload automatically and the iQIYI App home screen will be displayed. Now, you can enjoy the iQIYI App on your Ultra/Ulti Box!
Can I access the "iQIYI Video - Dramas & Movies' App outside of Malaysia?
Yes, the iQIYI app is accessible globally. However, the content of the app might differ depending on the country which will be tailored based on local content rights and market preferences.
Can I download the content on the iQIYI App for offline viewing?
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.
What is the storage requirement for content downloading?
The storage requirement is dependent on the type of videos users are downloading as the space needed varies between titles.
Are there any subtitles or dubbing available for the content on the iQIYI app?
The iQIYI app offers subtitles in multiple languages for all their content excluding some variety shows. However, no dubbing option is available yet. You will be able to select or switch off your subtitles when you play your video in full screen.
Can I change the interface language of the iQIYI app?
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 have any further questions regarding the app, please go to "Profile" > "Help and Feedback". Thank you for your support.
iQIYI VIP Subscriptions
What is a VIP subscription?
As a VIP (Standard VIP or Premium VIP), you will be entitled to enjoy the benefits of the VIP subscription, including:
Access to exclusive content only on iQIYI
Early access to selected content episodes
Where available, access to high definition (up to 1080P viewing quality) and surroundsound (Dolby Audio) versions of the Content
The ability to skip advertisements
Up to 2 concurrent viewing
Additionally, as a Premium VIP, besides the benefits mentioned above, you will also be entitled to the following benefits:
Advance previewing of selected content episodes labelled as "locked"
Where available, access to high definition (up to 4K viewing quality)
Up to 4 concurrent viewing of VIP content, compared to only 2 concurrent viewing enjoyed by Standard VIP members
If you have more questions about these VIP privileges, please let us know by following these steps: "Profiles" > "Feedback". More privileges are in development for VIPs. Please stay tuned and join IQIYI as a VIP to enjoy these benefits.
How can I become an iQIYI VIP?
You may join iQIYI as a VIP by following these simple steps:
Step 1: Head over to www.astro.com.my/iqiyi
Step 2: Select your desired package (Standard VIP or Premium VIP)
Step 3: Click "Get it now"
Step 4: Log in using your Astro ID
Step 5: Click "Get it now" again
Step 6: Please read the prompted message, then click "Proceed"
Step 7: You will see a confirmation message upon successful purchase
How much does it cost to join iQIYI as a VIP?
All new and existing Astro Pay-TV customers are entitled to Astro special price when they signup for iQIYI as a VIP member via Astro at www.astro.com.my/iqiyi.
How do I make payment for my iQIYI VIP subscription?
The monthly subscription fee for your iQIYI VIP subscription will be reflected in your Astro bill accordingly. For example, your Astro billing cycle is on the 20th of every month and you just signed up for the iQIYI Standard VIP subscription via Astro on 15October. Your iQIYI monthly charge will be reflected on your upcoming bill on 20th of October, and on the subsequent months' bills, as follows:
When can I start enjoying my VIP subscription?
You will be able to enjoy all the content on the iQIYI app immediately upon successful purchasefrom 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.
I am an existing iQIYI VIP; will I get to enjoy Astro special price?
If you are an existing iQIYI VIP, you may cancel your existing VIP subscription with iQIYI and signup again via astro.com.my/iqiyi to enjoy the special price by adding your subscription to your Astro bill.
Where can I view my iQIYI entitlement expiry date/next payment details?
You can view your iQIYI entitlement & payment details in the app by follow these steps:
Step 1: Go to the Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
After following these steps, you will be able to view your entitlement expiry date, next payment date & payment method.
How do I cancel my iQIYI VIP subscription?
You may cancel your iQIYI subscription in the app by following these steps:
Step 1: Go to Home Page
Step 2: Click on "VIP subscription"
Step 3: Click on "Manage VIP subscription" (Gear icon)
Step 4: Click on "Cancel VIP subscription"
Will there be any penalty fees if I cancel my iQIYI VIP subscription?
There will be no penalty fee if you choose to cancel your iQIYI VIP subscription. Your cancellation will take effect upon your current entitlement expiry date. Kindly note that if you cancel your subscription within 24 hours before your entitlement expiry date as reflected in the iQIYI app (not according to Astro billing cycle), your subscription may be auto renewed.
App Issues
Who may I contact if I encounter any problems with the iQIYI app?
There are 4 ways for you to contact us for assistance:
- Submit an in-app feedback form via the iQIYI app by following these simple steps:
- Step 1: Click on your Profile
- Step 2: Click on "Help & Feedback"
- Step 3: Click on "Feedback" at the bottom of the page
- Step 4: Fill in your email address. Please ensure it is accurate as you will be contacted via this email address.
- Step 5: Briefly explain the problem/trouble/feedback
- Step 6: Click "Submit"
- Please contact the iQIYI customer service team via contactus@qiyi.com. You will receive a response within 3-5 working days.
- Kindly include your iQIYI UID information when you submit your feedback via email by following these simple steps:
- Step 1: Open the iQIYI app
- Step 2: Tap on the "Me" button at the bottom right
- Step 3: Tap on your username at the top left
- Step 4: Scroll down to the "Personal Data" page and copy your "UID" number
- If you are an Astro customer, you may also contact our Customer Service by:
- Submitting a feedback form here: https://support.astro.com.my/feedback-form;
- Reaching to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.
Can I choose to opt-in/opt-out of receiving any marketing materials via email from iQIYI?
Yes, please open any marketing emails you have received from iQIYI and click on the unsubscribe link embedded in the email.
Astro Login
How do I register for an Astro ID?
Download the iQIYI app > Select "Profile" > Click on "Log in with Astro ID" > Click on "Do not have an Astro ID? Click here".
Can I update my email address/mobile number for my Astro ID?
Yes, please visit Astro's Self Service Portal via myastro.astro.com.my to update your email address or mobile number.
I have forgotten my password; what should I do now?
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
How do I unlock a locked user account?
You may contact Astro's Customer Service by:
- Submitting a feedback form here: https://support.astro.com.my/feedback-form
- Reaching out to us via WhatsApp by typing "Hi" at 03-95433838 for assistance.
Will my personal information be protected?
Yes, Astro is bounded by the PDPA act. All information received will be used in accordance with our Privacy Notice
STEP 1
On your remote, press the HOME button and the home menu will be displayed on top of your screen.
STEP 2
Navigate to Settings.
STEP 3
Navigate to Audio and press "OK".
STEP 4
Navigate to your preferred selection and press “OK”.
Any Astro GO compatible device (mobile/tablet/PC) and Multiroom Smart TV* compatible TVs will benefit from Astro GO+.
Step 1:
Type ASTRO<space>BAL<space>10-Digit Astro Account No.
Example: ASTRO BAL 08XXXXXXXX
*Standard telco charges and Terms and Conditions apply
Step 2:
Send SMS to 66688
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.
- 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
- Restart your computer.
- Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
- 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.
- 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.
- 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.
- 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.
STEP 1
Switch OFF the power of your Ultra / Ulti box and make sure that the adapter's power light is off.
STEP 2
Switch ON the power of your Ultra / Ulti box and make sure that the adapter's power light is on.
STEP 3
On your remote control, press the standby button repeatedly until the Startup Options appear on TV.
STEP 4
Press "1".
STEP 5
Press "1".
STEP 6
The Software Update progress screen will appears.
The update will take 10 - 15 minutes to complete.
Please be patience.
STEP 1
On your remote, press the Home button and the Home Page will be displayed on your screen.
STEP 2
Navigate to Profile.
STEP 3
The Profile Selection Screen will be displayed.
STEP 4
Navigate to Edit Profile.
STEP 5
Choose a profile to edit.
STEP 6
Navigate to Delete Profile.
STEP 7
Click Confirm to delete your profile.
STEP 8
The deleted profile will be removed from the Profile Selection Screen.
Returning your Astro box & Smart card/SIM card is a very simple process.
For existing Ultra Box or Ulti Box user, call 03-9543 3838 to schedule our courier partner to come pick up the box or drop them off at the closest Astro Service Centre or Exclusive Partner near you. Click here to find a Customer Service Centre (CSC) or Astro Exclusive Partner (AEP) near you.
For any unreturned Ultra Box or Ulti Box, a box fee of RM100 may be charged to your account.
For all other boxes, please recycle your box at a registered collection center that will properly manage the boxes in an environmentally friendly way. Click here to find a registered collection center near you.
If you choose to self-install the Plug& Play Box, then no installation fee will be charged. However, there will be an activation fee (please refer to the table below)
If you choose to have an installer to install the Plug & Play Box, then an installation fee will also apply.
Please follow the steps below:
Step 1: Fill in Transfer of Equipment Ownership Form (Part A & Part B)
Step 2: Provide an Undertaking Letter if current account holder deceased or un-contactable. (Note: Copy of death certificate is required if account holder deceased).
Step 3: Provide a copy of new applicant NRIC for Malaysian or copy of passport for non-Malaysian or copy of IMM13 Pass with at least 6 months validity for Refugee. (Note: ASTRO name should be displayed on the top left corner on both sides of the identity card copy).
Step 4: A full payment to be made on any outstanding balance for all related accounts (if any).
Step 5: Submit all documents via feedback form .
Step 6: Customer will expect a call from our validation team (Note: Turnaround time for transfer of equipment ownership is 3-5 working days upon receiving all complete documentation).
Note:
1. There might be a loss of transmission during the processing of transfer equipment ownership, split or merge of equipment.
2. Recorded program will be removed for PVR user.
3. A full payment to be made on any outstanding balance for all related accounts.
4. New account holder agreed to continue the remaining contract from previous owner account (if any).
5. Auto debit will be voided upon acknowledgment of transfer equipment ownership (if any).
Additional requirement for New Owner
Capping of applicant age is 21
Malaysians aged < 26 years old and Non-Malaysian - requires copy of utility bill (Phone, Internet, Water or Electricity)
Go to the "Content' tab and click the search icon on the screen. Type in a show title. The titles are categorized according to the following:
- On Demand
- Channels
- On TV
No, Astro & Broadband with Maxis/Allo comes in bundle packages only.
Standalone broadband subscription is only applicable to our Astro Fibre service.
Starting 9 November 2021, you will need to subscribe to the new packages to add on Multiroom to your subscription. Your new package will require a minimum primary subscription fee of RM100.
This is to ensure our customers receive the best possible attention and service via our new packages. We thank you for your understanding.
We try to make as many movies and TV shows available for download. However, for some titles, while we may have the rights to offer them via streaming, we may not be able to offer them for download.
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:
No, you are not allowed to change your due date or maintain your old due date. Your current due date is as per Astro Policy. Therefore, to ensure that you continue to enjoy uninterrupted services, we advise you to observe this change in due date from Day 30 to Day 25 and proceed with the necessary payment.
Please refer to these FAQs for more information.
Please be informed that your service will be suspended if there is no payment after 31 days from your bill cycle date. After 62 days of non-payment, your service will be terminated, and an early cancellation fee will be applied if you are still within the 24-month contract.
Yes, starting 9 November 2021, these new packs will be Astro's default offering.
No, the courier charges are borne by Astro for the retrieval of the box and Smart Card/SIM Card.
There will be two attempts made to retrieve the box and you are required to be available at the agreed upon time.
You are entitled for free mesh WiFi devices when you sign up for Astro & Broadband with Maxis fibre 500Mbps or 800Mbps speed only.
Mesh WiFi is not available with Astro & Broadband with Allo. However, you may purchase the Mesh WiFi devices separately to pair along with you Allo broadband.
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
Intermittent internet connection using LAN cable
Looks like there is something wrong with your service connection.
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 ensure to attach the required screenshot(s) in ONE file (i.e. Microsoft Word document, PDF, Image file) before submitting the form.
Intermittent internet connection using Wi-Fi
1. 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.
i) 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.
ii) 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.
iii) 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.
2. Wireless Interference & Noise
You've probably never noticed but there are wireless signals all around you wherever you go and they're passing through you all the time. From where? Electronic devices, Wi-Fi routers, satellites, cell towers, and more.
Although Wi-Fi is supposed to be on a different frequency than most of these devices, the amount of radio noise can still cause interference. Some common causes of interference include:
i) Microwaves
ii) Bluetooth Devices
iii) Cordless Phone
3. Surrounding Wi-Fi signals
A truth of the modern world is that every household has their own Wi-Fi network, which can cause issues with channel overlap. This can be somewhat problematic in a townhouse, but is especially problematic in housing complexes and apartments where there can be many routers within close proximity.
Which is why it's important that you pick a good channel in your router settings. Modern routers can choose channels for you automatically, but sometimes it's better to investigate and find the best channel yourself.
4. 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.
Quick Info
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.
