There are a few ways you can access Netflix on the Ultra Box as below:

• Access Netflix on the Ultra/Ulti Box via the Home Screen and select the Netflix app from the Apps row.
• Launch the Netflix app directly from their remote control by clicking on the “Netflix” button if it’s available on your remote control.
• Tune into CH 741

IMPORTANT! If you are accessing Netflix on your Ultra/Ulti Box for the first time, please wait for the Netflix activation email from Astro (this may take up to 10 minutes) for the app to be reflected in your account. If you skip this 10-minute period, you may experience double charging by incorrectly signing up for Netflix using your credit card details.

Please visit any of Astro’s digital platform that you would like to log into, such as Astro’s official website (www.astro.com.my). Then, create a new Astro ID using your email address or mobile number by clicking “No Astro ID? Create Now!”. After creating your new Astro ID, please use it to log into our digital platforms moving forward.

If you have an active Astro subscription, you may also link it to your Astro ID. Please click here for the guide.

Yes, customers will be charged a fixed Paper Bill Fee of RM10.00 per bill every month for each account.

- The Mesh unit can only be used indoors. It can be mounted onto a wall or be placed horizontally on a desktop. Do not install it in other mode, such as on the ceiling.

- Keep a clearance of at least 10 cm around the device to ensure proper ventilation.

- Keep the device away from electrical appliances that generate strong magnetic or electric fields, such as microwave ovens.

Currently, this change affects SMS bills only. Other SMSs such as (but not limited to) bill reminders, payment notifications, promotional SMSs or technical appointment reminders will still be sent to you if applicable.

You can access up to 3 concurrent screens, including your Ultra Box/Ulti Box. Each subscription allows you to register up to 5 devices. To ensure a smoother streaming experience, please sign out from any unused devices.

The Personal Video Recorder (PVR) is Astro's High Definition (HD)decoder which comes with a recording function and can be connected to Wi-Fi to access videos on demand. The PVR comes with the following features:

HIGH DEFINITION (HD):High Definition offers greater detail than Standard Definition including vibrant colour and multi-dimensional audio.

CONTROL LIVE TV: Record, Pause, Play & Rewind your favourite TV programmes at any moment. The PVR comes with storage capacity of 500GB (200 hours of HD recording)

ON DEMAND: Experience the new way of watching Astro. Gain access to a library of up to 50,000 On Demand titles that you can pick and watch instantly.

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.

Transfer of Equipment Ownership

A request to transfer the equipment’s ownership from the existing account holder to a new account holder.

Note: Transfer of Equipment Ownership is not applicable for Astro Broadband (Maxis, TIME, Allo), standalone Astro Fibre and NJOI account.

Merge of Equipment

A request from the account holder to merge the equipment from two different accounts into one account, provided the equipment must be within the same service address and registered under the same accountholder’s name.

Split of Equipment

A request from the account holder to split the equipment from one account to two different accounts and registered under the same account holder’s name.

A stable internet connection is required to ensure your transactions are smooth using SecureGo.

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.

All existing or new Astro customers who meet the following criteria may upgrade to the Ultra Box:

1. Have an internet connection at home (recommended>10Mbps speed)
2. Maintain a minimum subscription with a HD + Recording service

If you live in a high-rise building, please call us at 03- 7481 8000 to check if your building can support the Ultra Box. If your high-rise building allows for the set-up of individual dishes you will be able to upgrade to the Ultra Box, subject to the criteria above.

If you would like to access our 4K UHD content via the Astro UHD channel 805 and UHD content on VOD, Astro Best and Astro First. We also recommend:

1. 4K UHD supported TV that is HDCP2.2 compliant
2. Internet connection of at least 30Mbps

Note: If you do not have an internet connection at home, you may take up the Ultra Box bundled with Astro™'s broadband package with rebates of up to RM30/month. For more details and to sign up for Astro & Broadband, please click here.

Yes, effective on bill date 9^th July 2024 onwards, customers who upgraded their package from Astro TV Pack to Astro Broadband Bundle/Astro Fibre Bundle will be charged 6% Service Tax. Any adjustment or proration charges incurred before the upgrade will be calculated based on 6% service tax rate in the next bill, in line with the latest package upgrade.

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.

If your My Astro App is still accessible, you may go to Account then scroll down to Support & Settings. Click Submit Your Enquiry to provide your feedback either through the feedback form.

OR

You may submit your feedback here.

For any technical issues, you may visit Astro's Help & Support page then scroll down to 2. Technical Troubleshooting - Ultra Box / Ulti Box

OR

Send Hi to our WhatsApp at 03-9543 3838. Then select Help & Support for assistance.

Yes, you can change your subtitle and dubbing for your contents, however, the dubbing may differ from content to content.

Yes, all existing Astro & Broadband customers within contract or out of contract can subscribe to Astro & Broadband offerings. The 24 months contract will be renewed upon signing up for the new packs.

There are no extra charges as it is a value-added service introduced provided for your convenience.

Yes, the Favourite channels will follow the latest channel list. Therefore, you will need to reset your Favourite channels.

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 personalised viewing data (e.g. Watch History, Watchlist etc.) will be retained.

If you're still having trouble activating your Prime Video subscription, please reach out to Astro Customer Service for help:

1. Sending a WhatsApp message with "Hi" to 03-9543 3838 for assistance.
2. www.astro.com.my/contactus/form

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

Want to return your Ultra or Ulti Plug & Play Box? It's simple and free!

Here's what you can do with your unused Ultra/Ulti Plug & Play Box:

1. Return your device to us via Arranged Pick-up:

Step 1: Please call Astro's Contact Centre at 03-9543 3838 to schedule an arranged pick-up by one of our courier partners.

Step 2: Just sit back and relax! A courier agent will come to your doorstep to retrieve the devices.

No, customers without an Ultra/Ulti Box will not be able to enjoy Sun NXT via their Astro Box. However, they can enjoy Sun NXT on their mobile devices. To enjoy Sun NXT on their big screen, customers can upgrade to an Ulti/Ultra box. Customers can check their eligibility for the free box swap by logging into the My Astro app or by contacting Astro’s customer service at 03 9543 3838.

Starting 16 February 2024, you may be asked to perform Astro ID verification when you log in to their Astro account on digital platforms such as www.astro.com.my, Astro GO, My Astro etc. This 2-step process encompasses verifying your email address or phone number and re-entering of your existing password.

Yes, your primary box must be on Ultra/Ulti Box to get 2 months of access to Prime Video at no additional charge.
Worry not, if your primary box is the older box, contact us via WhatsApp by typing “Hi” at 03-9543 3838 to upgrade the box to Ultra/Ulti box within 24 April 2025 – 23 June 2025 to get the access.

Starting 1 January 2026, Astro is required under Section 82C(11) of the Income Tax Act 1967 to submit any monthly invoice of RM10,000 or more directly to LHDN. This process does not require customer consent and is part of regulatory compliance. Rest assured, it will not affect your billing or Astro services.

As a VIP (Standard VIP or Premium VIP), you will be entitled to enjoy the benefits of the VIP subscription, including:

• Access to exclusive content only on iQIYI
• Early access to selected content episodes
• Where available, access to high definition (up to 1080P viewing quality) and surroundsound (Dolby Audio) versions of the Content
• The ability to skip advertisements
• Up to 2 concurrent viewing

Additionally, as a Premium VIP, besides the benefits mentioned above, you will also be entitled to the following benefits:

• Advance previewing of selected content episodes labelled as "locked"
• Where available, access to high definition (up to 4K viewing quality)
• Up to 4 concurrent viewing of VIP content, compared to only 2 concurrent viewing enjoyed by Standard VIP members

If you have more questions about these VIP privileges, please let us know by following these steps: "Profiles" > "Feedback". More privileges are in development for VIPs. Please stay tuned and join IQIYI as a VIP to enjoy these benefits.

Below will be the process to terminate Astro account:

1. Account holder to give 30-day notice period for account termination.
2. Account will be scheduled for termination 1 (one) day before customer’s billing cycle date.
3. After account terminated, there will be a collection of Ultra/Ulti box and Broadband Equipment.

Notes: You need to settle the outstanding balance and penalty (if any)

Ultra/Ulti Box retrieval:

• West Malaysia except for East Malaysia, Tioman, Labuan and Langkawi – Courier partner will contact customer for box retrieval.
• East Malaysia, Tioman, Labuan and Langkawi – Installer will do the box retrieval.
• For other than Ultra/Ulti box, refer to recycle information here.

Broadband Equipment retrieval:

• Installer will do the equipment retrieval.

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

SecureGo authorisations are required for all transactions via My Astro app v6.2.0 (effective 18 June 2024). Transactions via other platforms or older app version will still use the SMS OTP.

No, SecureGo can only be tied to 1 device per Astro ID.

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.

Yes. To change the language, go to the app’s side menu, then go to Settings and select the preferred interface language.

To allow customers to decide on their WiFi connection arrangement based on their preference upon being advised by the installer on-site.

User to manually connect their devices to different WiFi bands based on their usage and preference.

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.

No, the 12-month contract will not automatically renew. Customers are only required to serve one contract cycle, and there is no contract renewal.

Yes, you will still be able to access the WeTV app and stream your favourite content outside of Malaysia. However, kindly be informed that this will be subject to content availability in the specific regions.

No. You will need to use a Malaysian mobile number registered with a local mobile network operator to register and activate your Disney+ subscription through Astro.

Prime Video is available as an add-on to all Astro customers at RM25 per month (tax included). However, Prime Video is available to the following Astro customers at no additional cost:

• Customers on the Ultra/Ulti Box with either the Astro One Epic Pack or Movies Pack as part of their subscription bundle.
• Customers not on the Ultra/Ulti Box but subscribed to either the Astro One Epic Pack or the Movies Pack as part of their subscription bundle, starting 24 June 2025.

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.