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.

The Viu free trial for Astro customers on the Ultra and Ulti Box has ended as of 8 June 2023. To
continue streaming all your favourite shows on Viu, switch to Viu Premium under the Asian
Favourites selection or subscribe for as low as RM8.40/month (RRP: RM21.90). Please refer to
Q5 to Q9 for more information.

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

If you don't know your HBO Max password, you can reset it. You need to have access to your account email to reset your password:

1. Do one of the following:
   • On the HBO Max sign-in screen, choose Forgot Password?
   • Go to hbomax.com/forgot-password.
2. Enter your HBO Max (or HBO Max) account email and choose Submit. Forgot your account email?
3. Check your inbox for a HBO Max Password Reset email. This email should arrive within a few minutes.
4. Open the most recent Password Reset email and choose Reset Your Password.
5. Enter a new password and choose Save.

Now, sign in with your account email and your new password.If you don't get a HBO Max Password Reset email, go to Can't reset password.

You will regain access to your channels on Astro immediately once the equipment has been installed at your new house, provided your account is active. Customers can still enjoy viewing via Astro Go.

Customers will still be charged a penalty of RM 100 (exclusive of Sales and Service Tax), as per our terms and conditions, as the Astro Box & SIM Card are properties of Astro.

No, the eKYC verification process must be done by the individual themselves, using their MyKad and selfie in real-time.

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.

Only Visa, MasterCard, and American Express Credit Cards and Debit Cards issued by banks in Malaysia are accepted by Astro-owned payment channels. Official Astro payment partners may have different policies - please check with your preferred payment partner for the latest information.

If you are interested to upgrade your box, you can do so via Astro's retailers or online as follows:

I. Visit https://hub.astro.com.my/#5

II. Select `Box Upgrade` and log in with your Astro ID

III. Select the box you would like to upgrade

Multiroom (Smart TV) is a secondary subscription that allows you to enjoy your favourite Astro shows instantly in different rooms at the same time on your Astro Smart TV app. Subscribe to Multiroom (Smart TV) at a promotional price of RM14.99 per month (excl. any govt. tax), and simply download the Astro Smart TV app on your second TV screen to stream.

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.

For TV packs only, 24-months contract commitment period. However, if in addition to the TV packs, if you would like to also sign-up for Broadband, the contract commitment will be 24 months as well. If you're an existing customer, your existing remaining contract duration (if any) will not be carried over to the new contract except for existing Disney+ (3 Months Pack) and Multiroom subscription contract durations which will be carried over upon the migration to new packs.

Note: If you are subscribing to a bundle pack which includes Netflix or Disney+ for the first time, you are required to maintain the respective app as part of your bundle selection for a minimum of 12 months, otherwise a cancellation fee will apply.

Your Astro GO email will be delivered to you within an hour upon checkout. Please click the link provided to set up your password and download the Astro GO app on your device by clicking here (Google Play Store) or here (iOS App Store). If you want to stream it directly via your computer or laptop, Astro GO is also available at astrogo.astro.com.my. Log in with your Astro ID and start streaming!

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 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.

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 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.

Your cloud recording space will revert to 200 hours by default. If your current recordings exceed 200 hours, the system will delete the exceeded hours once you have stopped the Astro GO+ subscription starting with the oldest recordings first.

You may check your bills and outstanding via My Astro web or My Astro app via this link.

Note: Bill statements and payment history are not available on WhatsApp. For a more complete billing experience, including access to your payment history, download and use the My Astro app.

Yes. You can explore the My Astro app even if you’re not logged in. Click at “Continue as guest” to check out the app features before singing up or logging in.

However, if you're an Astro customer we recommend you sign up/login with your Astro ID for the best experience. Here's how to link your Astro account to your Astro ID.

Download My Astro app or visit the My Astro website.

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.

Refund fee is subject to your processing bank. However, Astro did not impose refund processing fee.

After service termination of your Astro Fibre service, we will call you via your registered mobile number (up to 3 times over 3 days) to schedule an arranged pick-up by one of our Astro agents. Our agent will then come to your doorstep, dismantle the devices for you and retrieve them.

Note: Upon termination of your service, customers are required to return their old Astro Fibre devices to Astro. Failure to do so will incur a fee of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit - if applicable) for each unit. All prices stated are exclusive of Govt. tax.

beIN SPORTS CONNECT is the ultimate live streaming sports service that provides you with access to global sporting events both LIVE and on-demand such as major European football leagues and over 3,000 hours of live tennis via Astro's Ultra Box, Ulti Box, mobile app or web.

For Residential Astro Pay TV customers: You may change your contract from e.g., 12-month to 24-month without incurring a switching fee or cancellation fee. However, if you change your contract from e.g., 24-month to 12-month, will be charged a cancellation fee accordingly if still within minimum term (contract) period. No switching fee applicable.

All streaming apps will be made available on the Ultra Box first, followed by the Ulti Box. If you would like to upgrade to the Ultra Box, please visit product.astro.com.my/tv or reach us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance.

There will be no changes as long as they relate to the Astro Broadband/Fibre services. This includes add-on subscriptions on Mesh WiFi, which remains at 6%.

Yes, your information will still be available in the HBO Max app if you choose to resubscribe directly to HBO Max through

www.hbomax.com

. To keep your preferences and account settings, ensure you use the same email address when you resubscribe.

You may call Astro's Contact Centre at 03-9543 3838 or wait for an Astro representative to be in contact with you within 2 working days to assist you with your order.

Certain content is limited to selected countries due to copyright restrictions. Hence, you may not be able to view certain movies in your country.

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.

Yes. The highest video quality available on the TVBAnywhere+ app is 1080p.

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.

Astro Rewards is your free loyalty programme - a way for us to say thank you for being with us.

We're always adding new and exciting gifts, deals, and experiences for you including free concert tickets, discounts, and money can't buy experiences - all ready and waiting in the My Astro app for you, right at your fingertips. Here's the best part, the longer you're with us, the better your rewards!

To redeem rewards as an Astro customer, you can do it through the My Astro app. Here's how:

1. Download the My Astro app
2. Login using your Astro ID
3. Go to Rewards
4. Browse through the rewards and click redeem. Follow the instructions on the screen on how to redeem the reward

🎁 Want to claim rewards exclusive for Astro customers?

📱 Download the My Astro app to:
- Claim free movie or concert tickets
- Meet your favourite celebrity
- Join giveaway contests

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.

Please rest assured that streamingapps labelled with "coming soon"

will be available on Astro in the near future.Please visit product.astro.com.my/appsfor more information on the streaming apps available on Astro or follow oursocial media to get notified on latest launches.

Facebook: @Astro
Instagram: @astromalaysia
Twitter: @astroonline

Kindly take note that streaming apps labelled with “coming soon” will be made available on Astro once they areready. Astro reserves the right to delay or cancel streaming app launches, ifnecessary.

You would need your 10-digit account number and your email address.

You may register up to four (5) devices.

To remove devices on Astro GO, click on Settings > Registered Devices to view and remove a device(s) from the list of devices registered to your Astro ID.

Bahasa Malaysia (BM) and Traditional Chinese subtitles will be available where rights permit. However, subtitle availability may vary depending on the title.

Complimentary access to the Sun NXT Lite app is only available to Indian Favourites/Maharaja Pack customers. To get an access to Sun NXT Lite, you must be an existing Astro customer with a subscription to Indian Favourites/Maharaja Pack.

There will be no changes to your Netflix account when you move to a new address.

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.

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.

Discover thousands of movies and series you'll love, and we are continuously expanding. If you would like to enjoy more movies on top of your current subscription, press the

Home

button and select

On Demand

. Use the arrow keys to scroll to

Store

. Pick and choose to rent any movie for up to 48hours.

Astro GO is free for all Astro customers to enjoy their favourite shows and channels on their smartphones, tablets, and computers – anytime, anywhere in Malaysia. Astro customers with an active Pay-TV subscription can link their accounts to watch corresponding On Demand and TV channels available on Astro GO as part of their subscription.

Don't have an Astro account? Fret not, you may still preview and browse content available on Astro GO via Web, Mobile Phone or your tablet using Astro GO Guest Mode.