You may report the incident on WhatsApp at 03-9543 3838 by typing PNP and our access our user guide or request for further help from our dedicated agents. Please have your Airway Bill tracking numbers ready for validation.If a replacement box/Astro SIM card is deemed necessary, a new Box and a new Astro SIM card will be couriered to your service address.

Yes, penalty fee of RM200/Mesh WiFi will be imposed if customer fails to return the device(s). The courier company would make two attempts to retrieve the Mesh WiFi unit within a period of 30 days, failing which the penalty would be imposed.

The new packs and access to Netflix on the Ultra Box and Ulti Box is available for Astro IPTV customers.

On the beIN SPORTS CONNECT mobile app:
Step 1: Open the "beIN SPORTS CONNECT" app and go to your Profile
Step 2: Select "Sign in with Astro" and log in with your Astro ID
Step 3: Go to "Settings" and select the TV Login option
Step 4: A QR code scanner will appear.

Once you have received the eKYC link, you need to complete the verification within 3 days.

No, Astro will cover all expenses related to returning the box.

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.

For customers with the Ultra or Ulti Box, you will be charged a fee of RM100 (not inclusive of Govt. tax) upon confirmation of lost Astro Box and Smart Card/SIM Card.

For lost Smart Card/SIM card only, you may be charged RM50 to obtain a replacement.

If you already have a WeTV subscription, you are allowed to subscribe to WeTV VIP with the same mobile number via Astro; however, your existing account will continue to run until you manually cancel it. With two active subscriptions with the same mobile number, your subscriptions will be added on top of your existing account and you will be charged twice on two separate accounts.

Please check your internet speed and connection status via internet connection test. If your internet is working fine and the issue persists, proceed to submit report via WhatsApp or

Feedback Form

.

Multiroom (Astro Box) requires an Astro box to be set up and can be accessed through the regular satellite feed or streaming on home Wi-Fi. Meanwhile, the Multiroom (Smart TV) only requires a Smart TV and no installation is needed. Customers can download the Astro Smart TV app on the Smart TV to stream.

Upon completion of the termination process, customer will receive one last closing bill stating the total amount due to Astro according to their billing option.

For customers who had opted to switch their billing option to e-bill or SMS bill, they will receive their final bill accordingly.

For customers who opted for paper bill, they will receive the final bill via paper bill. (The Paper Bill Charge will be applied).

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

Please submit your issue

here

or you can WhatsApp us at 03-9543 3838.

Unfortunately, this means that you are using a TV model that does not support 4K UHD resolution (Sony BRAVIA 4K GB, Sony BRAVIA 4K UR or Sony BRAVIA VH).

Not to worry, we are working with the Sony team to ensure you will be able to enjoy these 4K UHD channels soon. We will keep you posted once these channels are available to you!

All new and existing Astro Pay TV customers can subscribe to ZEE5 Premium for only RM10.80/month by visiting www.astro.com.my/zee5.

Please follow the steps below to subscribe:
Step 1: Go to www.astro.com.my/zee5
Step 2: Log in with your Astro ID
Step 3: Key in your email address and proceed to add ZEE5 to your bill
Step 4: Now, enjoy all your favourite shows on ZEE5!

Further details on pricing, billing and availability will be confirmed in coming months. Look out for more details and register your interest via https://astro.com.my/Netflix

Customers are only required to return their Ultra Box or Ulti Box with the SIM Card. There is no requirement to return the remote control, power cables, or the satellite dish/outdoor unit (ODU). For these items, please recycle them at registered collection centres which can be found here.

To purchase Astro First easily, 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 Astro Store > Astro First section
4. Select your preferred movie and click on rent
5. When your rental is confirmed, you will see details on which channel that you can watch your movie

Purchase via WhatsApp

1. Go to channel 480
2. Whatsapp the “movie code” to 03-9543 3838
3. Enter your “smart card number” (this is available on the top right corner of your tv screen)
4. Type “1” to confirm
5. The reply will direct you to the entitlement channel accordingly

Purchase via SMS

1. Go to channel 480
2. SMS the “movie code” to 32999
3. The SMS confirmation reply will direct you to the entitlement channel accordingly

*SMS service is available for Maxis, Celcom, Digi and U Mobile only.

From Beyond PVR On Demand interface:

1. Press the “Home” button on the Astro remote control
2. Select “On Demand” and press the “OK” button from the Astro remote control
3. Scroll to “Store” and search for the Movies/series
4. Select “Buy” and enter Pin Code.

From Ultra/Ulti On Demand interface:

1. Press the “Home” button on the Astro remote control
2. Scroll to the Store tab
3. Scroll to “Astro First: New Releases” or “Astro First: Blockbusters” and search for the Movies
4. Select “Rent” and enter Pin Code

From Astro Go app (purchases only applicable for Android devices):

1. Download the Astro Go app from the Google Play store.
2. Create an ID and link your account / proceed to log in if you have linked your account
3. Scroll to “Store” and search for “Astro First: New Releases” or “Astro First: Blockbusters”
4. Select “Rent” and enter Pin Code

*The default pin code is 0000 if you have not pre-set it.

🎁 Want to buy Astro First movies faster & track your rentals?

📱 Download the My Astro app to:
- Browse Astro First titles
- Rent in 1 tap
- Get reminders when new movies launch

No. Disney+ is not available on Astro Smart TV or Astro GO apps.

You can access Disney+ via:

a. Astro Ultra and Ulti Box by clicking on the Disney+ app under the Apps rail on your Home page.

b. Personal devices (e.g. mobile phones, tablets and Smart TVs) by downloading the Disney+ app or visiting the Disney+ website.

Customers can enjoy major European football leagues, over 3,000 hours of live tennis and other global sporting events LIVE and on-demand on the app. You may check out the complete list of competitions available on the app here: beIN SPORTS CONNECT | Live Leagues and Competitions | LaLiga, Serie A, Ligue

You will be able to enjoy your Viu Premium membership immediately upon purchase/choosing it
under your Asian Favourites bundle option. For further clarification, feel free to reach out to us
via WhatsApp by typing “Hi” at 03-9543 3838.

Yes. The TVBAnywhere+ app can be downloaded on compatible mobile device via the Apple App Store or Google Play Store. Once installed, customers can log in with their Astro ID to access the app.

No, you can only stream the beIN SPORTS CONNECT app on one device at a time.

Yes. You are entitled to separate Netflix accounts for each main Astro subscription e.g. If you have subscribed to Entertainment Plus, Platinum Pack, etc separately. Therefore, if you have more than one main Astro subscription with Netflix, you may choose to create multiple email addresses to activate each respective Netflix subscription. Please follow the steps provided to you via email/SMS in order to activate your Netflix subscriptions on the website.

If you see the message "Unable to proceed” error, it means the content you are trying to watch is not available under your current Astro subscription package.

1. Check Your Subscription
Verify whether the Astro Smart TV is included in your Astro package via My Astro app/web (kindly refer here).

2. Ensure You're Logged In to the Correct Astro ID
Make sure you're signed in with the Astro ID linked to your active Astro account.

3. Refresh Your Account Access

• Log out of the Astro app and log back in.
• Restart the app and try accessing the content again.

If you believe the content is included in your subscription but the error persists, 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.

The Astro Fibre App is a mobile application exclusively for Astro Fibre customers to allow them to schedule when each user can access the internet, content filtering that blocks harmful sites, Internet Security to protect against phishing and risky links, and Traffic Boost to prioritize calls, streaming, and gaming when it matters most., easy device management, amongst many other features for a better WiFi experience to keep your family safe and secure network.

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.

No, the Netflix 24-month ala-carte plans do not include an auto-renewal contract. After your contract has expired, you can continue to enjoy the discounted price as long as you maintain your Netflix subscription with Astro.

Existing Netflix add-on customers will be notified prior to their next bill cycle via email.

Please disregard the reminder if payment had been made and do check if you have any outstanding balance on Astro Quick Pay.

You can record your favourite shows, save them to the cloud storage and watch it across any of your devices (Astro Box, Astro GO devices, Multiroom Smart TV).

No. If you are a non-Astro subscriber, you will still be able to create an Astro ID, but access and use of Astro's digital services will be limited. If you are an Astro subscriber, please link your Astro ID to your Astro account number to enjoy exclusive access to all of Astro's digital services.

You can enjoy the Sun NXT app via Ultra or Ulti Box by following these steps:

1. Launch the Sun NXT app icon on your Ultra and Ulti box
2. Click on “Log in” button via top menu in Sun NXT app
3. Follow the instructions displayed on your TV screen

Yes, there will be a selection of titles available with Video On Demand (VOD) rights. Please note that VOD availability for movies is subject to content rights.

The 2 months of access will expire exactly two months after your account is activated. For example:

• If you activate on 24 April 2025, your access will expire on 23 June 2025.
• If you activate on 10 May 2025, your access will expire on 9 July 2025.
• If you activate on 23 June 2025, your access will expire on 22 August 2025.