1. Why is ASTRO upgrading its Customer Information System?

As part of Astro’s innovation roadmap, Astro is constantly adopting world class practices to enhance our customer information system to serve our customers better.

2. When will the system upgrade take place?

Astro will be upgrading its system on 31 March to serve you better. Should you wish to make any changes to your account during this period, please submit your requests before 30 March through any of our Customer Service Centers, or call 1300 82 3838 or via www.astro.com.my. To add any new packages, you may also go to channel 200. Thank you.

3. How will the systems upgrade impact me as a customer?

Please be informed that on 31 March, requests for package changes, billing and account updates will be fulfilled within 7 days upon completion of our system upgrade. Should you wish to make any changes to your account during this period, please submit your requests before 30 March through any of our Customer Service Centers, or call 1300 82 3838 or via www.astro.com.my.

4. What are the customer service requests that will be affected by the systems upgrade?

Requests that will be affected by the systems upgrade include reconnections/disconnections, new subscriptions, change of Astro packs, updates of account information, billing, account activation, installations and technical replacements.

5. How do I still get in touch with Customer Service during the upgrade period?

Please contact Astro Customer Care at 1300 82 3838. You can also log on to www.astro.com.my for more information on the Customer Information System upgrade.

Please be informed that on 31 March, requests for package changes, billing and account updates will be fulfilled within 7 days upon completion of our system upgrade. We apologise for any inconvenience caused.

6. Will your systems upgrades affect any broadcast transmission or solve the rain fade issue?

Your viewing experience will not be affected during the customer information system upgrade as it is not related to television and broadcast transmission.



[ Back to top ]

7. How long will it take to change my subscription pack

Please allow us up to 7 days to fulfill your request to change packs once our systems upgrade is completed.

8. Why has my TV screen turned blank and why don’t I have access to my channels?

Astro sincerely apologises for any inconvenience caused in your viewing entitlement due to an unforeseen interruption during our system upgrade. Our immediate focus is to investigate the matter and recover our systems within 24 hours. For more information, please visit www.astro.com.my

9. What should I do if some of my channels are missing or if my screen is blank?

If this occurs, please contact Astro Customer Care at 1 300 82 3838. We apologise for any inconvenience brought upon your viewing experience.

10. I want to activate my smartcard. Will this request be affected during the systems upgrade?

We regret to inform you that on 31 March, any requests to activate smartcards can only be processed within 7 days upon completion of the system upgrade.

If you wish to proceed, please contact Astro Customer Care at 1 300 82 3838 and our customer care representative will manually attend to your request by taking down your information and detailed request.

11. How can I replace my smartcard?

Please contact Astro Customer Care at 1 300 82 3838 and we can manually attend to you by taking down your information and detailed request.

Once the requests to activate the smartcards have been processed within 7 days, you will then be able to receive a new smartcard by courier in the next 3 to 5 working days. Upon receiving your new smartcard, please get in touch with Astro Customer Care again to activate your smartcard

12. Will I still be charged even though my smartcard has not been activated?

Scenario 1: Smartcard status is inactive: Your new smartcard activation can only be processed after 31 March within 7 days. In such case, you will not be charged with any subscription fee until the activation is done.

Scenario 2: Smartcard is active: Once your current smartcard status is active, you will be charged a subscription fee. However, we will manually log in this request and make the necessary fee adjustments. Please note that activation of a new smartcard will only be processed within 7 days upon completion of the system upgrade.

13. My smartcard is faulty and I have no service. Will Astro still charge me for this period of non-service since you are unable to replace my faulty smartcard during the system upgrade period?

Due to our ongoing system upgrade, the subscription fee charges will continue to run. However, we can manually take down your information for a subscription fee adjustment request. Upon the completion of our systems upgrade, we will be able to process your request after 31 March within 7 days.

14. Would I be able to visit your nearest Customer Service Center (CSC) to have my smartcard replaced?

Our CSC can accept your request for a replacement smartcard. However, we can only activate your new smartcard upon the completion of our systems upgrade. Requests will be processed within 7 days upon completion of the system upgrade. A SMS notification will be sent to you.

15. Since Astro is aware that there will be a system upgrade, why didn’t Astro make sure there were enough active smartcards to provide customers as back-up during the downtime period?

Please be informed that although we do have available stock of new smartcards to issue, smartcard activation can only be processed within 7 days upon completion of the system upgrade.

[ Back to top ]

16. Why am I not receiving my bill?

Please be informed Astro will be upgrading its system on 31 March to serve you better. During this time, your account information will be temporarily unavailable.

17. When can I receive my latest bill?

We can advise you on your last statement balance over the phone or you may wish to view it online by logging on to www.astro.com.my if you are a registered user. Alternatively, please get in touch with us again after 31 March once our system upgrade is completed.

18. Is there any alternative way for me to view my bill urgently?

Unfortunately, we can only advise you on your last statement balance over the phone or you may wish to view it online by logging on to www.astro.com.my if you are a registered user.

19. I want to change my payment frequency, how do I go about it?

Astro will be upgrading its system on 31 March. We regret to inform that you will not be able to change the setting of your payment frequency. However, we can manually attend to your inquiry by taking down your information and detailed request. An SMS notification will be sent to you once your request is completed. Please note that any requests made on 31 March will only be processed within 7 days upon completion of the system upgrade.

20. Is there any alternative way for me to change my payment frequency?

We regret to inform that you will not be able to change the setting of your payment frequency during this time. However, we can manually attend to your inquiry by taking down your information and detailed request. An SMS notification will be sent to you once your request is completed.

21. Will the content of my bill be the same as usual after the system upgrade?

Yes, your billing content will remain the same.

22. Would my service be interrupted since I am unable to update my auto-debit details to make payment?

Please be assured that your viewing experience will not be interrupted during the system upgrade period. However, we strongly advise you to make payment before 30 March to avoid any delay in payment.

23. I suspect there is an unauthorized transaction on my credit card, what should I do to void my credit card?

We strongly advise you to call your credit card issuance bank to seek for their opinion on the next course of action required, as they would be in the best position to advise you on this matter.

24. How do I cancel my auto-debit? Do I need to call my bank directly since Astro’s system is down?

If your auto-debit registration was set up via the credit card issuance bank, card holders are required to call the issuance bank directly. However, if your auto-debit registration was set up by Astro, we can manually take down your information and detailed request for the cancelation of the auto-pay service.

Please be informed that requests made on 31 March will be processed within 7 days upon completion of the system upgrade. An SMS notification will be sent to you once your request is completed.

25. Can I make a one-off payment now since your auto-debit facility is not available?

We regret to inform you that we are unable to process your payment on 31 March. To avoid any delay in payment, we strongly advise you to make payment before 30 March.

26. As a credit card holder, I have the right to stop the auto-debit facility. Can you assure me no charge will be made on my credit card?

During our systems upgrade, we can assure you that there will be no charges made to your credit card. However, you can also get in touch with your issuing bank to stop further auto-debit payment.

27. Will I be charged an additional subscription fee since I am unable to change my billing frequency until the system has been restored?

There will be no additional subscription fee incurred during our systems upgrade.

[ Back to top ]

28. How will I be impacted by the systems upgrade?

Please be informed that NJOI customers will not be able to activate vouchers on 31 March. To avoid any inconvenience, please activate your vouchers by 30 March or from 1 April onwards.

29. Why is it taking so long for me to activate my voucher?

Please be informed that NJOI customers will not be able to activate vouchers on 31 March. Please try again from 1 April onwards.

[ Back to top ]

30. How will I be impacted by the systems upgrade?

Astro is upgrading its systems on 31 March to serve you better. Therefore, we can only attend to your enquiries on package purchasing from 1 April onwards. We apologise for any inconvenience caused and thank you for your patience.

[ Back to top ]

31. I would like to convert my normal decoder to the new Astro B.yond decoder. How do I do this?

Thank you for your interest in subscribing to Astro Byond. Please note that on 31 March, Astro will undergo a Customer Information System upgrade and your request will be processed within 14 days upon completion of the system upgrade.

To upgrade to Astro Byond services, call 1300 82 3838 and a customer care representative can manually attend to your inquiry by taking down your information and detailed request.

32. How long do I need to wait to upgrade to a B.yond decoder?

We regret to inform you that requests made during the systems upgrade period will be processed within 7 days upon completion of the system upgrade. We sincerely apologise for any inconvenience caused.

[ Back to top ]

33. Why can’t I check my account balance/reconnect my account via SMS?

We regret to inform you that SMS services for billing enquiry and reconnection have been disabled to facilitate Astro’s Customer Information Systems upgrade on 31 March. We sincerely apologise for any inconvenience caused.

34. Is there any alternative way for me to check my account balance?

Please call Astro Customer Care at call 1300 82 3838 and we will be able to advise you on your last statement balance over the phone.

35. Is there any alternative way for me to reconnect my account besides via SMS service?

Please submit your requests online via www.astro.com.my or call 1300 82 3838. Please be informed that requests for reconnection can only be processed within 7 days upon completion of the system upgrade.

36. How long will the SMS service be unavailable?

We regret to inform that the SMS service will not be available to our customers on 31 March to facilitate our customer information systems upgrade.

[ Back to top ]

37. How long will it take to disconnect my account?

We regret to inform you that requests for disconnections during the systems upgrade period can only be processed within 7 days upon completion of the system upgrade.

38. Is there any alternative way for me to disconnect my account?

During the system upgrade, we can manually attend to your inquiry by taking your information and detailed request. Once your request has been completed, an SMS notification will be sent to you. Please note that we can only process your request within 7 days upon completion of the system upgrade. We sincerely apologise for this inconvenience.

39. Will anyone from ASTRO call back to notify once connection is done?

You will be able to request for our Customer Care representative to get in touch with you once your request has been processed. An SMS notification will also be sent to you once your request is completed.

[ Back to top ]

40. Will I still be able to receive my statement on time since my statement date falls on the system upgrade period?

On 31 March, we regret to inform you that you may experience delays in some services. Please be assured that we will generate your statement once our systems upgrade is completed. We sincerely apologise for any inconvenience caused.

41. I am relocating and would like to change my address during the system upgrade period. Do I need to call back again to change my address after the upgrade is complete?

No. We can manually attend to your inquiry by taking your information and detailed request and an SMS notification will be sent to you once your request has been processed. Alternatively, you can also submit your request by logging on to www.astro.com.my if you are a registered user.

42. Why are certain functionalities of the IVR disabled?

As we undergo systems upgrade on 31 March, certain functionalities of the IVR such as billing and reconnection have been disabled to facilitate our customer information system upgrade.

43. If I don’t want to contact your call centre, what are the other alternative ways for me to communicate with Astro?

You can submit your request by logging on to www.astro.com.my if you are a registered user. Alternatively, you can go to Channel 200 should you wish to add your packages.

[ Back to top ]