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。

No, anyone can make payments on your behalf as long as the credit card is used by the owner themselves.

You must subscribe to an Astro subscription (NJOI customers are not eligible) in order to get the Ulti Box. 

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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. 

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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

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Multiroom (New subscription)

Customers subscribing for an additional multiroom subscription are entitled to select the Ulti Box as part of the subscription.

You may register for auto-debit via: -

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1.My Astro website.

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2.MyAstro App.

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3.Any of our AstroExperience Store.

·      Bill 

·      Log into your Astro Self-Service (location)

·      WhatsApp

You may switch to E-mail Billing or Paper bills to be notified of your bill and make payment. Kindly note that if you select to have Paper Bills, you will be charged a RM10 fee per bill.

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.

If the bill has been paid, there will not be any additional service tax charge. However, if the bill has been issued by Astro but has not been paid, then the 8% Service Tax will be reflected in the next bill with adjustments on the new tax rate for services rendered from 1st March onwards.

Example:
Bills issued on 15th February will be charged the 6% SST. Customers will see proration for 8% from 1st – 14th March in the next bill issued on 15th March 2024. If you have fully paid your February bill before 1st March, the Service Tax will remains at 6%. You will be able to see the adjustment reflected in your next bill.  
 

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.

You will be notified 30 days before the expiry on the renewal of subscription and can opt out from auto renewal at least (2) days before the auto-renewal date. 

If you want to opt out of your auto-renewal for Disney+ Hotstar, please contact our Customer Contact Centre at 03 9543 3838 and speak to one of our customer service executives to change your package according to what suits you best at least two (2) days before the next auto-renewal date. Alternatively, please WhatsApp us at 03 9543 3838 and type "DH Help

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.

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STEP 3  

Put the box on standby mode.

STEP 4

Press and hold the Home button on the box.

STEP 5    

Wait until "boot" appear on the front panel and released.

STEP 6

When “boot” appears, press “Standby”,  “Left “, “Up” continuously until Auto Update appear on box screen and Software Update progress on TV.

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STEP 1    

Switch OFF the power of your box and make sure that the adapter's power light is off.

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STEP 2

Switch ON the power of your box and make sure that the adapter's power light is on.

STEP 3

Press Standby, Ch+, Standby keys on the box simultaneously when the "boot" message appears on the box front  panel.

The Software Update progress screen will appears.    

The update will take 10 - 15 minutes to complete. Please be patience.

STEP 1  

Switch OFF the power of your box and make sure that the adapter's power light is off.

STEP 2    

Switch ON the power of your box and make sure that the adapter's power light is on.

STEP 3

Press the standby button repeatedly after switch on the power.

STEP 4

Press "OK".

STEP 5    

The Software Update progress screen will appears.

The update will take 10 - 15 minutes to complete.

Please be patience.

Broadband Deal bundle are recommended packages offered to customers with higher rebate as compared to Broadband Non-Deal bundle.

The Ultra Box is Astro's latest generation of 4K UHD enabled box with Cloud recording feature, redesigned new interface, and UHD resolution. Just connect the all-new Ultra Box to the internet and take control of your entertainment and explore over 110,000 videos that are waiting to be streamed, anytime. With the ability to record as many shows as you want simultaneously.

The new interface on Astro Ultra Box offers an enhanced viewing experience with a brand-new look and feel with features such as:

·        New Home Screen - Everything you see is yours

·        Discover VOD - Discover 110k videos, stream anytime, anywhere including in 4K UHD

·        Search - Search faster and easier

·        Play from Start - You missed the start? Just restart

·        Stop Here, Continue There - Stop on one screen and continue on another device

·        Multi-Screen - Stream seamlessly across any device

·        Cloud Recording - Record all the programmes you want at the same time

.       **Continuous viewing - Enable to continue watching your favorite shows during raining
 

Note: ** Except 4K UHD, Astro First and all radio channels

 

 

Yes, you may terminate the service. However, an early cancellation fee will be applied for terminations/cancellations within 24 months. Please refer to the Astro Fibre's cancellation details.

Real-time payments are posted almost instantaneously. However, daily system maintenance occurs between 12AM to 3AM - any payment made during this period will be delayed until system maintenance is complete.

Yes, as part of our Astro Fibre Movies & Sports Campaign, new Astro Fibre customers can enjoy 50Mbps + the Movies/Movies+/Sports/Sports+ Pack TV bundle for a special price from only RM164.99/month when they sign up within the campaign period, with more than RM800 savings in total.

The Multi-user Profile feature allows customers to create individual profiles within their Astro Box and Astro GO with the following personalisations:

• Personalised Recommendations
• Continue Watching 
• Watch List
• Last Viewed Channel
• Favourite & Blocked Channels

The MUP feature is a great way to allow individual users to tailor personal Astro experiences whilst using a shared device (e.g.: Astro Box) in the household, providing them with better personalised recommendations and encouraging better content discovery.

Click here to find out more on this new feature and how to use it!

WiFi router and fibre modem will be replaced upon checking and verification by Astro's Contact Centre /installer. It will be replaced without additional charge regardless contract tenure.

Please follow the steps below to reset your password:

Please ensure you:  

a. Have your original identification card “MyKad” (Front & Back) with you (Malaysian).

b. Have your original Passport & Visa with you (Non-Malaysian).

c. Are in a brightly lit environment

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

Step 1: Separate Your Wi-Fi Network Name

First, you need to set up your Wi-Fi to Dual-band in order to be less susceptible to interference, and allows you to choose between the 2.4GHz or 5GHz bands when connecting a device. A Wi-Fi frequency of 5GHz is best when you are near your router, and 2.4GHz is best for when you are far from your router.

• Check the bottom of your router for a website or IP address, username, and password.

Below are details for a standard login based on a standard router issued by ISP (Telekom Malaysia, Maxis, and Time dot Com)

• Login to your account
• Identify your Wi-fi Settings (This could be in advanced settings)
• Identify both the 2.4GHz and 5GHz options.
• Split the signals by renaming the 2.4GHz and 5GHz signals respectively, and make sure both are enabled.
• For detailed instructions based on router model, on how to separate your Wi-Fi, click here and choose the option according to your ISP and router brand.

Step 2: Factory reset your Ultra Box by following the steps below.

a. Press the Home button on your remote

b. Go to your settings page

c. Scroll down and select Reset/Restore

d. Select restore factory settings and proceed

e. Enter your PIN to access restore factory settings (default pin: 0000)

f. Choose restore and wait until the box reboots automatically. This may take around 2 minutes and you will see the Astro logo again when it's done.

No, Astro Fibre is only available for a 24-month contract period upon sign-up.

Users can easily access all their streaming Apps such as Netflix, Disney+ Hotstar, Viu etc by clicking the “APPS” button on their remote control. After clicking this button, they will be brought to the Apps rail under the home page.

 

If you need further help with the Astro Fibre app, you may call our Customer Contact Centre at 03 - 9543 1543 and an Astro agent will be available to assist you immediately.

 

 

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.

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.

For Astro Fibre subscription, should you choose to discontinue/terminate the Astro Fibre service before the expiry of the contract (24 months), you will be subjected to an early cancellation fee of RM100 x Remaining months of the contract period for your Broadband services.

All Astro Fibre devices provisioned (Fibre modem, WiFi router and Mesh) will need to be returned upon termination. Our team will schedule the collection of equipment after your Broadband services have been terminated.

If equipment is damaged, lost or cannot be retrieved, penalty fees will be applied (excluding Service Tax) accordingly.

RM500 for Fibre modem (Broadband Termination Unit)

RM200 for WiFi router (Residential Gateway)

RM200/unit for Mesh WiFi

Thank you for your interest in returning your Astro Box & Smart card/SIM card. By returning these items, you are playing your part in preserving our environment as we will refurbish the box and return it to circulation or recycle it.

All Astro box and smartcard/SIM cards are also property of Astro and as per our current T&Cs, customers are required to return them upon termination of Astro services.

No. Starting 1 April 2024, for new customers and current customers looking to switch their Asian Favourites, our Asian Favourites options will be:

• Viu Premium
• Indonesian Favourites
• Indian Favourites

TVB content will continue to be available via TVB Jade (CH310) and Astro AOD (CH311) as well as On Demand. If you would like to subscribe to the TVBAnywhere+ app, you may still do so by purchasing it directly from TVB.
 

This error indicates that you have reached the maximum number of simultaneous video streams across devices for one (1) account. To stop seeing this error, please stop streaming on one of your other devices.

• If you have recently purchased your Astro pack or made any changes to your pack on or after 9th November you can stream on two (2) concurrent screens

• If you have not made any changes you can stream on four (4) concurrent screens.

If you are still having issues, proceed to submit report via WhatsApp or Feedback Form.
 

I am sorry you can't. While we understand the value customers see in choosing their preferred service/pack individually, the packaging of channels/services in the new packs are necessary for us to offer content/services at an affordable price to our customers.

No, you will not be able to manage your account with the Astro Fibre App. However, you may download the “MyAstro” app on your mobile device now to manage your Astro account in a fast and easy way.

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.

 

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.

To reconnect your Astro account, please check your Account status, Bill Summary and pay on Astro Quick Pay. Your disconnected services will resume within 1 hour after you have paid your "Total Overdue Charges"

The Astro Fibre app is a newly introduced mobile application exclusively for Astro Fibre customers to allow them to schedule when each user can access the internet, share network access to guests in a secure manner, easy device management, amongst many other features for a better WiFi experience. For more information about this app, please visit here.

 

Step 1: Visit https://id.astro.com.my/ and click on “Forgot Password?”

Step 2: Enter your username, email or mobile number. A verification code will be sent to you. Please enter it into the field and click “Verify” to reset your password.

You may visit any of Astro's digital platform that you would like to log into. Then, create a new Astro ID using your existing email address or mobile number. After creating your new Astro ID, please use it to log into our digital platforms moving forward.

This change was made to ensure that all customers enjoy a better user experience on our platforms and are kept up to date with which email address and mobile number is linked to their account.

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.

SST of 6% and 8% will be applied accordingly to your bundle services:

1. 8% SST to Astro TV Pack
2. 6% SST to Astro Fibre

We would recommend the following browsers for a smooth verification process:

• Google Chrome

• Microsoft Edge

• Mozilla Firefox

• Safari

Step 1: Visit Astro website at https://www.astro.com.my/

Step 2: Click "Login'

Step 3: After login, click the profile icon and select 'Manage Profile'. You may change your account password here.

STEP 1  

On your remote, press the “HOME” button and the home menu will be displayed at the bottom of your screen.

STEP 2    

Navigate to SETTINGS and press “OK”.

STEP 3  

Navigate to STB DIAGNOSTICS and press “OK”.

STEP 4    

Refer to the signal strength % shown on the top left of your screen.

1. Please ensure your modem and router power plugs are securely connected to the power socket.

2. Alternatively, try to connect the power plug to a different power socket or power source. This step is to eliminate the possibility of faulty power socket which could cause the issue.

3. If issue persists, submit your Feedback Form for further assistance.

 

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)

You may proceed with below troubleshooting and it shouldn't take you any longer than 15 minutes.

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 at ZTE 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://192.168.0.1 and below page will appear.

 

4. Type the Username and Password as below. Then click Login. (These are the defaults, if you have done previous configuration on your router the password may be different)

Username: admin
Password: admin (or time123)
 

5. The router's web-based setup page should now appear. Please follow below steps for the  configuration.

i. On the setup page, click the Network tab then click on the WLAN then choose Basic sub-tab.

ii. Please ensure Wireless RF Mode is Enabled.

iii. Click the drop-down arrow for Channel, then select your desired channel.

Choose between 1 until 11 (Suggested 1,6,11).

iv. Click Submit. Router will auto reboot and connection re-establish after few minutes.

Please follow the steps below to retrieve your Astro ID:



Note: Only Astro customers whose Astro ID is linked to their subscription can retrieve their Astro ID this way. Otherwise, you would need to create a new account.
 

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

 

Your bill will be waived upon request.