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What happens during the eKYC verification process? What do I need to do?How long do I have to complete my eKYC verification?What are the benefits of performing the eKYC verification?What is this account verification (eKYC)?At which stage will I be required to perform the eKYC verification process?Can I perform eKYC verification on behalf of another person, e.g: my parents or spouse, in their absence?What are the recommended browsers to perform eKYC?How long does it take to complete the eKYC verification process?What should I have ready before performing the eKYC verification?How secure is my data that is processed in eKYC?What can I do if I have missed the 3 days window period to complete eKYC verification?Why am I getting ID incorrect / ID not clear when trying to complete my eKYC?Is the eKYC verification mandatory? Is there an alternative to eKYC?
Am I still entitled for Multiroom discount if I would like to Transfer of Equipment Ownership / Split of Equipment of my account?What is the difference between Transfer of Equipment Ownership, Merge of Equipment and Split of Equipment?Can I request for Transfer of Equipment Ownership / Merge of Equipment / Split of Equipment if I have an outstanding balance in my account?What is the form required for Transfer of Equipment Ownership / Merge of Equipment / Split of Equipment?What is the procedure for merging / splitting my account?What is the procedure for Transfer of Equipment Ownership?
What is SecureGo?What happens if I do not receive any SecureGo notification alert to authorise transactions or if my phone freezes?What is the difference between WhatsApp OTP and SecureGo?Can I register for SecureGo on two different devices?How do i register for SecureGo?How do I use SecureGo if I perform a transaction on a different device?Do all of my transactions require SecureGo authorisations?Previously I have activated SecureGo on my current device and have later on uninstalled the My Astro app. Do I need to reactivate SecureGo again?I have recently changed or lost my device, can I re-register for SecureGo?How do I use SecureGo to authorise transactions and is there a time limit?Why can’t I register for SecureGo on multiple devices?Do I need an internet connection to approve transactions with SecureGo?What happens if I de-register SecureGo?I received a SecureGo authorisation alert for a transaction that I did not perform. What should I do?What happens if SecureGo is under maintenance? How can I approve my transaction?
What is the moving procedure?How do I request for a move?Can I still move if I have an outstanding balance on my account?What device(s) do I need to take with me to my new home?Will I need to take a new contract after moving?How long will it be before I can continue watching Astro?Will I still be charged if the move is delayed?How many days notice should I provide prior to moving?How much will it cost for relocation?
What is the contract period for subscribing to the new packs?How are cancellation fee calculated?Can I switch from one contract to another for the new packs? Will I be charged a switching fee?What if I would like to change my 12-months commitment period to 24-months? Will it be prorated? How will the commitment period be calculated?How do I check my contract information?What if I would like to change my 24-months commitment period to 12-months? Is there a penalty? How will the commitment period be calculated?How much cancellation fee will I be charged if I downgrade my packs or terminate Astro services before the end of my contract term?
Are My Astro Rewards transferrable?How do I know which tier I'm in?What do I do if I think there is an error regarding my redemption of rewards as part of Astro Rewards?What happens when I change tier?What is Astro Rewards?Can I be downgraded to a lower tier?Where can I get more information about Astro Rewards?How do I redeem my rewards?How do I start using Astro Rewards?Can someone apart from the account holder redeem an Astro Rewards redemption?Who can access Astro Rewards?Am I eligible for the Astro Rewards?
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
.
How to terminate my Astro account?Do I need to return all the devices after cancellation?What is the process of terminating Astro account?Can I request a termination of account through Astro Exclusive Partners (AEP)/Astro Experience Store (AES)/Astro Premium Kiosk (APK)/Astro Authorised Retailer (AAR)?My subscription is still within contract, can I still proceed with the termination of account?Why my broadband account is being terminated without any request from me?Is there any additional charges to terminate my service?Where can I check my termination date/status?Can I withdraw my termination request?Why I was charged with Early Termination Fee (ETF)?I am a 3rd party, can I request on behalf of account holder?Where can i provide the Authorization letter?Can I terminate my account which in ‘Inactive’ status?When will I receive my final bill?I have credit balance in my account. How do I get my refund?Will I be charged for reconnection?
Why do I need to return the Astro box & Smart Card/SIM Card?Do I need to pay for any charges when the courier agent comes to pick up the Astro box & Smart Card/SIM Card?What are the items that I need to return to Astro?What happens if I do not return the Astro box & Smart Card/SIM Card?Do I need to return my equipment after termination of my account?What happens if I do not return Astro equipment?What happens if I have lost my Astro Box or Smart Card/SIM Card?How do I know if I am being charged for the box fee?How do I recycle other Astro Equipment?Why do I need to return Astro equipment?How do I return my Astro & Broadband devices?How do I recycle other Astro Equipment?Can I return the box even after I have been charged for the box fee?How do I return my Astro Fibre devices after service termination?I missed the collection appointment; what do I do now?How do I return my Plug & Play Box?Can I reschedule my pickup date?How do I return my Satellite TV Device(s)?Do I have to pack my equipment before handing it over to the courier agent/installer?I didn't receive any SMS notification on the Astro box & Smart Card/SIM Card retrieval request?Do I have to print anything or fill in any forms before handing my equipment over to the courier agent/installer?I have the Astro Fibre router and modem to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?How do I know if I am being charged for the box fee?Can I return the box even after I have been charged for the box fee?
Why do I need to return the Ultra Box or Ulti Box and the SIM Card?How do I return my Ultra Box or Ulti Box and SIM Card?Do I need to return non-Ultra Box or Ulti Box?Can I return my Ultra Box or Ulti Box at City-Link without the box?Besides my Astro Box, what other items do I need to return to Astro after service termination?I subscribed to Ultra Box/Ulti Box with Broadband (DBB), and I have terminated my services. What should I do?Do I have to print or fill in any forms before handing my Ultra Box or Ulti Box to the appointed courier agent?Do I need to bear any shipping cost for my Ultra Box or Ulti Box return?How long will it take before I am charged the RM 100 fee and how do I know if I have been charged for it?What happens if I lose my Ultra Box, Ulti Box?Can I still return the Ultra Box and Ulti Box after I have been charged the fees?What happens if customers do not want to return their Ultra Box or Ulti Box with the SIM Card but want the box fee to be waived?What if a customer insists on the refund three (3) months after being charged?How do I know that Astro have received the Ultra Box/Ulti Box?Can a third party drop off the Astro box at the nearest courier partner's branch?Will Astro add more drop-off locations with other courier partners in the future?
Can anyone link their Astro ID with my Astro account?How do I change my password?What is Astro ID?How to create Astro ID?Do I have to be an existing Astro customer to have an Astro ID?How do I delete my Astro ID?How do I link my Astro ID to my Astro account?I did not receive recovery email or verification code to reset my Astro ID password. What should I do?I have issues Securing my Astro ID / linking my Astro ID to Astro Account. What should I do?I'm having trouble logging in with my Astro ID. What should I do now?
Why is this activity being carried out?I forgot my Astro ID, what do I do now?I remember having an Astro ID, but when I tried to retrieve my Astro ID or reset my password, my account cannot be found; what do I do now?What is this “Astro ID Verification” activity?Will I need to verify my Astro ID everytime I log in?I’m having trouble to complete the Astro ID verification; what should I do now?How do I verify my Astro ID?I forgot my password, what do I do now?
What is My Astro?Who is eligible to use My Astro?How can I access My Astro?I do not have an Astro ID yet. Can I still use this service?What should I do if I have forgotten my password?How do I check what my Astro subscription plan is on My Astro?How to switch to the new Astro packs in My Astro?How to upgrade or downgrade my Astro pack?Can I change my service address in My Astro?Where can I update my contact details?How to pay Astro bill on My Astro?Where can I view all my bill statements?My payment is successful but I have waited more than five (5) minutes and it is not reflecting in My Astro. What should I do?How to refresh my smartcard in My Astro?How to buy Astro First movies on My AstroI rented an Astro First or Astro Best title. How will I be charged?How long will it take for the activation of the channel or content after an Astro First or Astro Best title has been purchased on My Astro?Can I watch channels / shows using My Astro app?How do I browse for showtimes by channels?Which features are not available in the new My Astro?Can I track my delivery/installation status in My Astro?How do I provide feedback if the My Astro App doesn't work?
Update Mobile NumberUpdate Email AddressUpdate Service Address (without Relocation)Request for RelocationAdd Card for Auto DebitRemove Payment CardUse Different Card as Auto DebitUpdate Card Expiry DateChange Bill Delivery Method to emailChange Bill Delivery Method to Paper BillRequest e-InvoicePay Bill - Card PaymentManage Apps Add-onManage Subscription - Upgrade Broadband Speed
