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.

For enquiries relating to Disney+ content, application features, settings or functionality, please visit the Disney+ Help Centre.

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.

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

The change in due date to 25 days after your billing date is to ensure that your transactions will be processed in a timely manner and subsequently ensure you will enjoy uninterrupted viewing. Please be assured that this change will not affect your monthly bill amount. Kindly check your latest monthly bill statement for more details about this revision.

The beIN SPORTS CONNECT app is not available as an add-to-bill option. Please visit

www.product.astro.com.my/tv

to sign up to one of our TV Packs with the Sports subscription.

After 62 days of non-payment, your broadband account will be terminated, and an Early Termination Fee (ETF) will be applied for the remaining contract. If you would like to continue with the service, you need to clear the outstanding balance and apply a new account.

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.

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.

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.

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.

No. Astro GO is a FREE entitlement exclusively for customers with an Astro subscription. If you do not have an Astro subscription account, please visit astro.com.my to find out more.

Yes, your advance payment will be fully refunded if you cancel your subscription before the Astro box installation. Please WhatsApp "Hi" to us at 03-9543 3838. Then select Billing Services, provide your IC number if requested, and choose Refund Request.

The refund process will take approximately 14 days for processing with your issuing bank.

However, if you decide to cancel your subscription after the Astro box installation (during your contract period), a prorated early termination fee will apply.

Please ensure that your mobile number is up to date in our database to ensure that payment reminders are sent to the right person.

You can do so via:

1. Astro Self-Service Portal

2. Call our Customer Call Centre (CCC)

**Only account holder can update the mobile number

Astro customers with the Ultra or Ulti Box can access Prime Video via their Ultra/Ulti Box or stream directly using the Prime Video app. If you have not yet upgraded to Astro’s Ultra/Ulti Box, please reach out to us on WhatsApp by sending “Hi” to 03-9543 3838.

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

Some of our payment partners require payees to scan the barcode on the statement to make payment. Always bring your Astro bill statement when making payment over the counter.

While this technology has its benefits, different devices at home have different reaction and response to changes in signal strength and quality, and it's almost impossible to predict if they will make good band choices due to the interaction between the devices and the Wifi router. Some smart home devices also recommend that band steering is not used due to various reasons such as needing a constant consistent connection, ability to only connect to a particular band, registration of the respective MAC address, etc..

Example:

As single SSID is used, the device may remain on a weak 5GHz network instead of switching over to stronger 2.4GHz network.

We would need you to run few tests in order for us to understand your issue and to assist you in fixing the problem.

You may proceed with the troubleshooting steps below which should not require any longer than 15 minutes.

1. Please run each of the tests according to your your Laptop/PC Software.
2. Compile the pictures / screenshots of your test results in one file (i.e Microsof Word document, PDF file) and attach them in the Support Ticket below in order for us to assist you further:
   • 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.
3. 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.

Yes, you can watch content on up to 4 different devices simultaneously using the same account. You can have 4 logged-in devices and 4 profiles, allowing for 4 concurrent streams.

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.

Yes, you will be able to rent titles on the WeTV mobile app. Subsequently, you will be able to stream your rented title on the Ultra/Ulti Box,

wetv.vip

, and the mobile app.

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.

TVBAnywhere+ is the global streaming app from Television Broadcasts Limited (TVB) and is available as an add on for all Astro customers. It offers a vast library of over 40,000 hours of Chinese entertainment, including the latest drama series, variety shows, evergreen classics, and unlimited TVB originals. Customers can enjoy these shows anytime, anywhere.

Key features include:

• Up to two concurrent streams per account
• Watch on the big screen via Astro’s Ultra/Ulti Box, Android TVs, and selected Samsung and LG Smart TVs.
• Subtitles and dubbing in multiple languages: major dramas are available in Traditional Chinese, Simplified Chinese, English, Bahasa Malaysia and Bahasa Indonesia.

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.

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.

Ultra Box with Contract:

Astro customers are entitled to a two (2) years manufacturer warranty and Installation warranty. During this period, after-sales service is free of charge. However, when your warranty period is over, all after-sales service is subject to a minimal service charge starting from RM65 inclusive of 8% Service Tax.

Other Decoders/Ultra Box Without contract:

Astro customers are entitled to a one (1) year manufacturer warranty and (6) months Installation warranty. During this period, after-sales service is free of charge. However, when your Installation warranty period is over, all after-sales service is subject to a minimal service charge starting fromRM65 inclusive of 8% service tax.

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

i. SSID: SSID, Password: 12345678

We want to ensure that only the authorised account owner can have access to their Astro account. This activity ensures that only you can log in and access all the details tied to your Astro account.

Subscribing to any of the Astro X3 pack will not affect your existing Astro plan. The Astro X3 pack is treated as a separate subscription, with a new account created under a different email address. Your current Astro plan and its services will remain active and unchanged unless you choose to terminate them separately.

No, you will not be charged 8% Service Tax for paper billing option.

Please reach out to the Simply South team by emailing them at [email protected] you have any enquiries or require assistance with the app.

If you would like to contact Astro, you may reach out to our Customer Service Centre by:

1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching to us via WhatsApp by typing “Hi” at 03-9543 3838 for assistance

When Band Steering is disabled, you will see two separate WiFi SSID based on its frequency bands. Example:

i. SSID: SSID2G, Password: 1234567

ii. SSID: SSID5G, Password: 4567890

*WiFi SSID (Service Set Identifier) is the name of your wireless network, also known as Network ID. It is viewable to anyone with a wireless device within reachable distance of your network.

If you cancel your Astro X3 subscription mid-month while still under contract, the termination will take effect at the end of your current billing cycle. Your service will remain active until then, and no partial or prorated refund will be provided. And early termination fee charges may still apply.

However, refunds may be applicable if there is an excess credit balance in your account, such as an overpayment or duplicate payment. Any eligible refund will be processed in accordance with Astro's refund policy.

For customers with Entertainment Plus, Movies Plus, Sports Plus, Premium 2, Premium 3, and Platinum Pack

1. Launch Netflix from the home screen or via remote control.

1. Click on Get Started

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account. Once successfully completed, all existing settings and watching history on your Netflix account will be brought over. If you are a new Netflix customer, create a new account by filling in your email address and a password for your new Netflix account.

1. In the next screen, you will be shown your default Netflix package “Standard”, you can choose to upgrade to “Premium” here.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

For Non-Entertainment Plus, Premium 2, Premium 3, and Platinum Pack Pack customers (New Netflix customers)

1. Launch Netflix from the home screen or via remote control.

1. Click on Join Now

1. Create a new account by filling in your email address and a password for your new Netflix account.

1. The final screen provides a summary of your account including your email. Click Start Watching to enjoy Netflix on your Ultra/Ulti Box.

Note: The Netflix plan will be defaulted to Premium, you may select ‘Change Plan’ to choose the ‘Standard’ plan.

For Non-Entertainment Plus Pack, Premium 2, Premium 3, and Platinum Pack customers (Existing Netflix customers)

1. Launch Netflix from the home screen or via remote control

1. Click on Sign-in

1. If you are an existing Netflix customer, please fill in the email address and password associated with your Netflix account.

1. You will be able to start watching Netflix on your Ultra/Ulti Box once you log in.

Astro SuperSport channels have been updated to make it easier to recognize the channels by the sports they feature, such as Astro Premier League, Astro Football, and more. All channels will be updated based on your subscription. Find out more

If you're experiencing technical issues, please visit Astro's Help & Support page and follow the troubleshooting steps for your issue: https://support.astro.com.my/category/streaming-app

If the issue persists after following the recommended troubleshooting steps, please contact our customer support team via WhatsApp at 03-9543 3838 for further assistance.

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.

Effective from the bill date 9th July 2024 onwards, the Service Tax for the Broadband Bundle/Fibre Bundle will be streamlined at a rate of 6%. The prorated adjustment for your Pay TV subscription will be calculated based on 6% service tax rate on your next bill, following your current subscription's tax rate.