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 WiFi

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.
   • 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.
   • 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 WiFi signals to penetrate.
   • 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, WiFi 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, WiFi routers, satellites, cell towers, and more.
   • Although WiFi 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:
     1. Microwaves
     2. Bluetooth Devices
     3. Cordless Phone
3. Surrounding Wi-Fi signals
   • A truth of the modern world is that every household has their own WiFi 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.

If you require assistance with the app:
1. Submit an in-app feedback form via the ZEE5 website: https://www.zee5.com/contactUs/

If you have issues on billing and entitlement, you may contact Astro’s Customer Service by:
1. Submitting a feedback form here: www.astro.com.my/contactus/form; or
2. Reaching to us via WhatsApp by typing “Hi” at 03-95433838 for assistance

If you receive the "Device Was Not Found" error message, it may be because your device has been automatically removed due to concurrent streaming limits being exceeded.
Please perform the following checks and troubleshooting steps:

1. Stop streaming on one of the other devices currently using your Astro account.
2. Close the Astro Go app on any unused devices.
3. Return to your Smart TV and try streaming 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.

Yes, Astro is bounded by the PDPA act. All information received will be used in accordance with our Privacy Notice.

Customers are only allowed to choose ONE billing option (either Paper Bill or E-bill or SMS bill). However, customers who opted for Paper Bill will still be able to check their bills through My Astro app and My Astro web.

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. 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.

Multiroom discount rates will be removed upon splitting the account.

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

Any purchases via the Astro Smart TV app such as Pay-Per View and Astro First are subjected to 8% govt. tax.

Please check your internet speed and connection status via an internet connection test (https://www.speedtest.net/). If your internet is working fine and the issue persists, please try uninstalling and reinstalling the app on your device.

No, if your account is suspended or disconnected, you will retain your existing subscription when you reconnect.

The Astro Fibre App is supported on all iOS devices version 16 or later and Android devices version 9 or later. To download the app, you may visit your mobile app store and search for “Astro Fibre App”. Alternatively, you may install the app on your mobile device by clicking here (Google Play Store) or here (iOS App Store).

No, your subscription will be terminated at the end of your Astro billing date. Until then, you will still be able to access your WeTV VIP account.

Currently, you can only select one Netflix subscription at a time. Your available options include the Basic 24 Months, Standard 24 Months, or Premium 24 Months plans.

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.

If your Astro account is suspended or disconnected, your Sun NXT app access will be immediately affected, and you will no longer be able to use the service. To restore your Sun NXT app access, please ensure your Astro account is active.

Please upgrade the Ultra/Ulti Box software to enjoy Netflix on your Ultra/Ulti Box. To do this, please click on the Netflix app icon on the homepage or go to CH741 to prompt the software upgrade. Kindly click Install when the software upgrade prompt appears. This will take approximately 20 minutes and you would be able to launch Netflix on the Ultra/Ulti Box after that.

Settlement of total outstanding balance is to be made prior to any of the request.

Astro & Broadband comes with 24-month contract commitment.

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.

For more information you may visit

https://www.hasil.gov.my/en/e-invoice/

OR call the IRBM help desk line at 03-8682 8000 OR email them at [email protected]

[email protected]

.

Yes, provided that your Plug & Play Box has not been activated and no later than 7 days upon receiving both the Plug & Play Box and Astro SIM card. In the event that you have activated your Plug & Play Box and wish to cancel, a contract penalty fee will apply.

We will reach out to you for a suitable time to pick up the Plug & Play Box and Astro SIM card.

Yes, if you terminate your existing Astro plan before the end of your contract period, an early termination fee will apply. This fee is calculated based on your subscribed package, remaining contract duration, and box type.

However, if you terminate your service after completing your contract period, no early termination fee will be charged.

The notification you receive will depend on the payment method you choose:
(i) My Astro Portal: e-receipt will indicate payment confirmation.
(ii) IVR: Payment status will be notified over the IVR and an SMS notification will be sent for successful transactions.
(iii) SMS: Payment status will be notified via SMS.
(iv) Call: Payment status will be notified via SMS.
(v) Customer Service Centre: Physical receipt will indicate payment confirmation.

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.

1. 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
2. Restart your computer.
   • Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.
3. 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.
4. 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.
5. 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.
6. 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.

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.

1. 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.

2. Restart your computer.

Oftentimes, a simple reboot will fix the problem you're having. Reboot your computer and test the website again.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

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.

No, the Astro Fibre App is available for Astro Fibre customers with the RG21 and RG31 (launching soon) router.

No, Astro & Broadband only offers a 24-month contract period upon sign up.

No, the Ulti Box does not support 4K UHD content. If you would like to watch Astro's 4K UHD content, please sign up for an Ultra box at Astro Ultra Box and Ulti Box | Astro.

Surcharge is imposed by 3rd party payment collection partners for services rendered. Kindly note that customers may be charged a surcharge per transaction when bill payments are made via the following methods:-

Bill payments at selected petrol stations, convenience stores, retail/mobile shops, kiosk, and e-wallets may incur a surcharge of up to RM0.50 per transaction by the appointed collection agencies of RMS (formerly known as Razer/MOL), ATX, MobilityOne, and e-Pay.

· To find out more on how to make your bill payments, click here.

Once you have submitted your e-invoice request, it will be processed and you can receive the application results through My Astro website or app. Some applications may take longer to process due to unforeseen circumstances. We strongly advise you to provide your TIN number to facilitate the e-invoice issuance process.

No, please return your old Astro Fibre modem and its power supply unit (PSU). There will be no penalty fees if the cable is damaged or lost.

If you are interested to subscribe to Sun NXT via Astro, please click here or reach out to us via WhatsApp by typing “Hi” at 03-9543 3838.

Please ensure that you have entered the correct email address or mobile number associated with your Disney+ account.

If you still do not receive the OTP, please WhatsApp or call Astro’s Customer Service at +603 9543 3838.

Customer can return the Ultra Box / Ulti Box by dropping to the nearest Astro Authorize Courier Partner and the adjustment will be made into the next bill once the box received.

Yes, you can log in using the same email address or mobile number associated with your existing Disney+ subscription.

Prime Video is Amazon’s over-the-top (OTT) streaming and rental service that offers access to a wide range of content including, exclusive Amazon originals, blockbuster movies and hit shows.

There will be no penalty imposed upon the removal of Astro GO+ from your subscription.