FREQUENTLY ASKED QUESTIONS

1.0 Astro Beta Programme

Astro Beta Programme invites users to try out pre-release products & services. The feedback you provide on quality and usability helps us to identify issues to continuously improve Astro's products and services. We thank you for your participation, input and patience as the beta product and services are still work in progress.

Currently, we have one ongoing Beta release:

- Beta v1.1 Release which is a new user interface for PVR’s that provides a richer, more meaningful experience for customers with recommended content, enhanced search and Adaptive Bit Rate (ABR) streaming capabilities.

By participating in the Beta Programme, you will be one of the first to test out our latest software and get your voices heard. In addition, we will invite you to participate in our upcoming Beta releases from time to time and you will get to enjoy special privileges depending on the Beta release that you are testing out.

 

Astro Beta Programme is open to all Astro customers who accepts the Astro Beta Programme agreement during the sign-up process but eligibility for releases depends on the T&Cs for each release.

Please share your feedback with us at astro.com.my/beta-program/feedback.
First, click on the 'Feedback' tab. Next, login with your Astro ID, fill up the feedback form and click on “Submit”.  




 

If you encounter an issue or the software/hardware does not work as intended, you may chat with our dedicated live agents for the Beta Programme between 8am – 12am at astro.com.my/beta-program   

No, there will be no additional charges for all participants. 

This programme is voluntary and there will not be any payment for participation. Your feedback and input will be important to help us identify issues, fix them, and continuously improve the software.  

You may unenroll from the Astro Beta Programme at any time. After unenrolling from the programme, you will remain as a Beta tester for the Beta release that you have previously signed up for.  

To unenroll from the programme, please follow the steps below:   

  1. Login to your Astro account at www.astro.com.my/beta-program 

  1. Click on to “My Account”, Select “Unenroll from the Beta Programme”. 

  1. Confirm on “Yes, please unenroll me from the Astro Beta Programme”. 

  1. Share your reason for unenrolling (optional) and select “Submit” 

2.0 Beta v1.2 Release (Astro Cloud & 4K UHD Box)

2.1 Introduction of Beta v1.2

Astro introduces Beta v1.2, a programme to test the new set-top box with access to 4K-UHD content, Astro Cloud services and a brand new user interface(UI). Beta v1.2 offers customers an enhanced viewing experience with brand new look and feel and features such as:

  • Access to Astro’s 4K-UHD content which includes selected Sports content.
  • Minimum of 200 hours(500GB) of Astro Cloud storage for free, allowing customers to access recorded content on the Cloud via  internet.(Please note that Astro’s Cloud Recording feature is not accessible via Astro GO)
  • A new User Interface(UI) that provides a richer, more meaningful experience for customers with curated content and recommendation based on your viewing behaviour.
Once the Beta v1.2 has ended, you will get to keep the 4K-UHD box for your personal use. You will also be upgraded to 1500 hours(4TB) of Astro Cloud storage for 12 months at no additional charges to your monthly subscription fee.

2.2 ELIGIBILITY & SIGN UP FOR BETA v1.2 RELEASE

Below are the eligibility for the Beta v1.2 software release:



Note: Please be informed that you will be required to remain subscribed to a monthly HD + Recording service, either as an a-la-carte or via a bundled subscription package in order to continue using the 4K UHD box.
 

  1. You can sign up for the Beta Programme at www.astro.com.my/beta-program/sign-up. Please login to your Astro ID to fast-track your sign up process, or you may fill up your account name and NRIC/passport number to auto-populate your details.
  2. Select the smartcard number of your decoder and fill up the remaining sections of the form.
  3. Once you have signed up, Astro will call you within 24 hours to schedule an appointment to install the 4K-UHD box at your home.
  4. Once your box has been installed, we recommend that you connect your box to gain access to the full feature set – Please refer to section 2.3.4 in the FAQ
  5. Upon connection, you will be able to access the full functionality of the 4K-UHD Box including watching 4K-UHD content on CH845, storing recordings on the Astro Cloud via internet, and the full features of the new user interface.
  6. Please share your feedback on your experience of Beta v1.2 on www.astro.com.my/beta-program/feedback . We’d love to hear from you, and all your input will help us make the product better to suit your needs.
Below is a step-by-step screenshot on how to sign up for the Beta v1.2 Release:

2.3 BOX-RELATED QUESTIONS

Yes, we will permanently replace your existing Astro decoder with the new 4K-UHD box. You may continue to use the 4K-UHD box after the Beta period at no additional cost to your existing subscription plan.


 

As we will be permanently replacing your existing PVR with the new 4K-UHD box, you will lose all recordings if any, on your existing PVR.
 

We recommend you connect the 4K-UHD box to Wi-Fi to enjoy the full features of the new programme guide. Please refer to Q2.3.4 for steps to connect your 4K-UHD box to Wi-Fi.

Below are the differences between a connected and non-connected 4K-UHD box:

A. Functionalities on the User Interface



B. Access to Recordings (via Astro Cloud Service)

If your 4K UHD Box is not connected, you will not be able to record programmes as all recordings on the box will be done via the Astro Cloud recording service which runs on the internet.
 

Please follow the steps below to connect your 4K UHD Box to Wi-Fi:






Yes, your new 4K-UHD box will come with a one year warranty upon activation.
 

Once we have installed the new 4K-UHD box in your home, your existing box will be permanently replaced, hence you will not be able to revert to your original box.
 

2.4 ASTRO CLOUD STORAGE QUESTIONS

Participants of the Beta v1.2 Release will be able to enjoy a minimum of 500 GB of Astro Cloud recording storage for free during the Beta period. However, all participants who complete the Beta v1.2 Release will receive FREE Astro Cloud storage of 4TB for 12 months.

*Please note that Astro’s Cloud Recording feature is not accessible via Astro GO.

Please see the table below for further details:



*Recording hours are estimates based on HD content
 

No, you will not be able to access the cloud recording via Astro GO. We will communicate to you when this feature is made available. 

Yes, you may upgrade your Astro Cloud storage during the Beta period at RM12/month for 1 TB (400 hours) or RM15/month for 4TB (1500 hours). This charge will be pro-rated if the upgrade was done before your next bill cycle. Please note that we will waive all your Cloud upgrade charges applied during the Beta programme, but this will only be reflected in your bill from the 2nd month onwards. 
Below are the the 2 methods available:

i) Reach out to our agents via live chat at www.astro.com.my/beta

  • Our live agents are available from 8am to 12 midnight daily
ii) Self-service via selfservice.astro.com.my  
  • Go to selfservice.astro.com.my
  • Login with your Astro ID
  • Select the “Subscriptions” tab on the left
  • Select the “Astro Cloud” tab on the left
  • Click on “Upgrade Astro Cloud”
  • Select the storage size you would like to upgrade to by clicking “Add Pack” and then click “Submit”
  • Click on “Confirm Order” to proceed

Note: You may only upgrade Astro Cloud storage via the self-serve method. There is presently no option to downgrade the Astro Cloud storage.
 

All of our live channels are available to be recorded via the Astro Cloud recording service with the following exceptions:

i) Channels which cannot be recorded on Astro Cloud


Note:

  • Content on channel 845 (Astro UHD) will not be available for recording during the Beta period
  • For HBO content, please check out the Catch Up or Boxset tab on your 4K UHD box or watch HBO titles from HBO Go
ii) Channels which can be recorded and stored only for a limited duration


Note: During the Beta testing period, the expiry date for recorded content on the cloud will not be visible. However, these expiry dates will be displayed once the 4K UHD box is launched and made available for upgrade.
 

To perform a recording, please follow the steps below to record individual titles or full season of a show.

1. Press the “OK” button on your remote.
2. Scroll to record and press Ok on your remote.

3. Select “record this episode” or “record all episodes”


Alternatively, you may press the “R” button on your remote to record the show. If it is a single episode show eg. Movie, pressing “R” will only record that title. If it is a show with multiple episodes eg. Drama series, pressing “R” will perform a series recording.

To stop a recording, you may go to the title you have recorded and click stop recording as below



[Kindly note that the Astro GO app on your mobile devices will not come with the recording feature]

 

To access your Cloud recordings, please follow the steps below:

1. Click on the Home button on your remote
2. Go to “My Library” tab

3. Scroll to the recorded title you would like to watch and press the OK button on your remote

4. Select “Play” to start watching  

Note: Titles which are being recorded half-way will have the “Cloud” icon displayed below the title. Titles which have been fully recorded will not have the “Cloud” icon displayed. Please refer to screenshot below for an illustration.

To check your remaining storage space on the Cloud, press Home on your remote, select Settings and scroll down to see the remaining storage available in Cloud (by percentage).



Note: During the Beta period, the remaining storage space will only be available as a percentage as opposed to hours (eg.100 hours) or size (200GB).
 

No, after unsubscribing from a particular subscription package, you will not be able to view all content previously recorded from a channel in that unsubscribed package.
Once you re-subscribe to the said package, you may be able to access it if the content has not been deleted or expired.
 

2.5 GENERAL QUESTIONS

The Beta v1.2 Release will be open for testing starting from 6th August 2019 onwards until September.

Note: The dates are subject to change and will be updated from time to time. End date will be communicated to customers in advance.
 

For details on the feature sets of the user interface, you may refer to the FAQ section of Beta v1.1 Release.
 

As the new 4K-UHD box is designed for 4K-UHD viewing, we require Beta testers to have a 4K-UHD TV (TV models which are manufactured from the year 2017 and above are preferred) to ensure the best TV viewing experience from our channels, on demand & cloud recording access.
 

As there is a non-exhaustive list of TV models available in the market, we suggest the following steps to check for 4K UHD compatibility:

1. Identify the TV model (eg. Sharp LC60UA440X) which should be located at the side/back of the TV, or checking the receipt of your TV purchase
2. Search for the specifications of the TV model via Google Search

3. Scroll through the page to find the description of the TV which mentions 4K Ultra HD

Yes, you may upgrade or downgrade your subscription package during the Beta period. Please note that downgrades of packages will incur a RM10 (not including Govt tax) package switching fee.
 

4K-UHD content is available on the channel as detailed below:

Below are the list of functionalities of the new remote that comes with the 4K-UHD Box:


Tip:

  1. Your favourite channels will appear on the “Home” page or you can click the “Back” button on your remote and key in your preferred channel number e.g. “431” for HBO HD channel. While watching an on demand show, you can return to watching TV channels by keying in the channel number.
  2. Pressing the “Record” button triggers a recording of the channel that you are currently watching. Pressing it again will cancel the recording.
  3. To book future recordings, you may Press the “TV Guide” button to launch the Channel Guide, scroll to your desired programme, press “Ok” on your remote, then select “Record”.
  4. While you are watching an on demand or recorded programme, pressing the “OK” button opens up a player banner that allows you to fast forward, rewind, pause or play the programme. After pressing the “Ok” button, press the  button, then you may use the following functions on your remote:
  • Left arrow key to rewind,
  • Right arrow key to fast forward,
  • “Ok” button to pause or play the programme.

3.0 Beta v1.1 Software Release

3.1 Introduction of Beta v1.1

Astro introduces Beta v1.1, a new software and intuitive user interface that will be available to Astro customers with wifi-enabled PVR decoder starting from 14th May 2019. Beta v1.1 offers customers an enhanced viewing experience with a brand new look and feel and features such as:  

  • A new User Interface(UI) that provides a richer, more meaningful experience for customers with curated content and recommendation based on your viewing behaviour.  

  • A new way of categorizing and organising titles and genres that improves content discovery. 

  • Improved on demand catalogue that is easy to browse and has enhanced search capabilities  

  • Adaptive bit rate streaming for on demand that allows the quality of the video being watched to change depending on the internet speed available to the decoder 

  • Same look and feel for the Beta app on mobile devices 

 

As a gesture of appreciation, all Beta participants for v1.1 release will get access to Super Pack Plus 4* at no additional cost on your existing subscription until 30th June 2019. 

*The following channels will not be available as part of the Beta v1.1 release access unless separately subscribed: 

3.2 WHAT'S BETTER

You will now experience a new user interface. We recommend you connect your PVR to Wi-Fi to enjoy the full features of the new programme guide. Please refer to Appendix 4 for steps to connect your PVR to Wi-Fi. 

Below are the differences between a connected and non-connected PVR: 


 

Your favourite channels will appear on the “Home” page or you can click the “Back” button on your remote and key in your preferred channel number e.g. “431” for HBO HD channel. While watching an on demand show, you can return to watching TV channels by keying in the channel number. 

We have made it easier for you to explore exclusive on demand titles based on your package subscription under the category “Catch Up” and “Boxsets”, on the menu bar on top of the screen. 

We have moved all latest chargeable titles (Astro First, Astro Best, boxsets and movies) under this section on both the decoder and beta app for mobile devices on Android to make it easier for our customers to search and purchase the latest content. Purchases are not available on the beta app on iOS during the beta testing. 

We have introduced an enhanced search function to help you look for your titles easier. Below are the steps to search for your title:









 

Yes, we have introduced Adaptive Bit-rate (ABR) streaming where you can watch an on demand title immediately while it adjusts the picture quality to your internet speed. We recommend connecting your PVR to Wi-Fi at speeds above 10 Mbps for optimal picture quality. 

Below is a summary of similarities and differences in functions of the buttons on your remote when using Beta v1.1 software release on your decoder.

Notes:  

  1. Pressing “R” button will start a recording, however pressing it again will not stop the recording. To stop recording the title, go to the title, press the “Ok” button and click on “Stop recording”. For more details, please see Q11. 

  1. The VOD button leads to the “Store” category where you can rent the latest blockbuster movies. For the on demand titles that are already included as part of your entitlement, you can watch them on “Catch Up” or “Boxsets”. 

  1. Pressing “Fav” button will not be functional for Beta v1.1 release. However, customers may add on demand titles to their watchlist. To access the titles later, simply go to the Home tab and you can find your Watchlist there. 

Steps to add and remove a title on your Watchlist are as below: 


Just click the fast forwardbutton on your remote and skip to your desired section of the programme.

3.3 WHAT'S DIFFERENT

During the Beta testing, you will not be able to download on demand titles. However, we have now introduced ABR (adaptive bit-rate) streaming for on demand content. This means you can easily watch your content of your choice immediately when you select to play it. However, the quality of picture will adjust according to your broadband speed.

When using the Search function, please ensure that you type in letter, numeral and symbol specific in order to find your required content (I.e. S.W.A.T. not SWAT). Our search suggestions should make your searches much easier.  

You can search for your shows in Mandarin or Tamil using the English version of the title (for example, A Million Dollar Dream). Currently our Search is only using roman letters but we are working to release a Search function with Mandarin and Tamil characters soon. Please do look out for this feature in our public release. Alternatively, you can also search for Mandarin and Tamil shows using the actor or actresses' name (for example, He Ying Ying for A Million Dollar Dream).

You will not lose any recordings that you currently have if you opt-in to Beta v1.1 (please refer to FAQ if you are a Beta v1.2 customer). Additionally, all your past shows that you have watched will still appear in ‘Continue Watching’. 

However, please note that the ‘lock recording’ feature will only be available during our commercial launch of the new software. Please refer to the FAQ for the Beta v1.2 for Follow-me TV and cloud storage. 

Below is a summary of the differences in “My Library” before and after the software update: 

To perform a recording, please follow the steps below to record individual titles or full season of a show.

  • Press the “OK” button on your remote.
  • Scroll to record and press Ok on your remote.
  • Select “Record this episode” or “Record all episodes” 

Alternatively, you may press the "R" button on your remote to record the show. If it is a single episode show eg. Movie, pressing "R" will only record that title. If it is a show with multiple episodes eg. Drama series, pressing "R" will perform a series recording.
  • To stop a recording, you may go to the title you have recorded and click “Stop recording

[Kindly note that the Astro GO app on your mobile devices will not come with the recording feature] 

Yes, you are still able to record your Astro First/Astro Best titles but following today’s business rules, these recordings will be deleted after 48 hours. 

Yes, you are able to block/unblock channels as per the previous software.  

  1. Press Home and scroll right to ‘Settings’ 

  1. In ‘Settings’ tab, scroll down to the ‘General’ swimlane 

  1. Select ‘on demand Parental Control’ 

  1. Select your block rating 

*The default pin code for unlocking channels is 0000 

Below is the table of comparison for the on demand layout before and after the Beta v1.1 software: 

We are still in the midst of uploading some programme information and you may experience intermittent loss of programme info. We advise that you click on the selected title to play the content. 

‘Catch Up’ is a special rail that allows users to catchup on their favourite content by displaying only the most recent episodes of a title. As such, the number of episodes displayed here might not be the entire collection unlike in ‘Boxset’. 

Please note that ‘Continue Watching’ feature allows for new episode or new season to be selected for viewing and could be due to someone else in your shared account watching a title that you have never selected. 

Due to contractual agreements with the rights holders of certain programmes, not all episodes of programmes are available on Astro permanently. Please be assured that we are doing our best to secure rights for full seasons of these programmes.

Below is a table of comparison for blocking of rating classifications via Parental Control before and after: 
Steps to navigate to Parental Control are as below:
 
Please note that for programmes that are rated P-21, you will be required to key in your pin code before watching them. The default PIN code is 0000. 

Below is a table of comparison for features available and unavailable on “My Astro” app and “What’s On” on the website: 

3.4 ELIGIBILITY FOR BETA v1.1 RELEASE

Below are the eligibility requirements for the Beta v1.1 software release:

  1. You can sign up for the Beta Programme at www.astro.com.my/beta-program/sign-up. You may login to your Astro ID to fast-track your sign up process, or you may fill up your account name and NRIC/passport number to auto-populate your details.  

  1. Select the smartcard number of your Wi-Fi enabled PVR and fill up the remaining sections of the form.  

  1. Once you have signed up* for the Beta Programme, you will be able to receive the software update on your PVR within 24 hours.  

  1. Prior to receiving the software update, please connect your PVR to Wi-Fi.  

Steps to connect to your PVR are as follows: 

  1. On your remote, press: Home > Settings > Network > Wi-Fi > New Connection 

  1. Select your Wi-Fi network and key in the network key (if applicable) 

  1. Once connected, the  icon will appear on the screen 

  1. Please leave your decoder on standby mode for a minimum of 4 hours to receive the software update.  

  1. During the standby mode, customer is advised to not watch any shows or perform any recording of programmes.  

[Tip: Once you have completed the sign-up process, you may download the Beta app on your mobile device by following the detailed steps & downloading the app for iOS or Android provided in your email.] 

No, currently there is no other way to opt in to the Beta v1.1 Release. We recommend customers to opt in via the opt in portal at www.astro.com.my/beta-program/sign-up where customers will login with their own personal details and set up their own Astro ID which can be used as a single sign on for all of Astro’s services and apps. Once signed up with the Beta, customers can provide their feedback and/or allow us to provide better technical support.

If you are currently using a non Wi-Fi enabled PVR as below, you will not be able to sign up for the Beta Programme.



However, we encourage customers to upgrade to a Wi-Fi enabled PVR to participate in our beta testing. Please visit www.astro.com.my/pvr to upgrade now at a special rate if you connect the PVR to Wi-Fi.
 

At the moment, only selected WIFI enabled PVRs can support our new software. We apologise for any inconvenience. 

3.5 TECHNICAL ISSUES

If you have not received your new software update, please call our call center anytime Monday to Friday, 8am - 12am at 03 9543 3838 where our call agents will assist you. 

We’re unable to roll back to the old software after the software update. However, please let us know how we can help you discover and access the content you want better. 

Once you have experienced the Beta release, please share your feedback with us at astro.com.my/beta-program/feedback. Login to your Astro ID, fill up the feedback form and click on “Submit”.  

If you encounter an issue or the software/hardware does not work as intended, you may chat with our dedicated live agents for the Beta Programme between 8am – 12am at astro.com.my/beta-program 

To connect your PVR with the new software, please follow the steps shown below






3.6 GENERAL QUESTIONS

No. You are not able to change your package subscription during the Beta testing period if you have opted-in. Any changes to your pack subscription will only be reflected after the Beta period.  

However, please do note that as a Beta participant, you will be receiving our most comprehensive offering of Super Pack Plus 4 for no additional cost.  

All Wi-Fi enabled PVR customers will be able to see the new user interface progressively from Q3 2019 onwards.

4K UHD service will be made available commercially via the launch of a new Set Top Box for Astro customers. Customers are required to upgrade to this new box to access Astro’s 4K UHD service. In the meantime, please register your interest at www.astro.com.my/4kuhd for future updates on Astro’s 4K UHD service.

3.7 BETA APP v1.1 RELEASE ON MOBILE DEVICES

As we progressively roll out features, you will notice that some features will not be present in this release of the app. For your convenience, we’ve outlined the features that are missing in the table below. 



During the Beta testing, you may access Astro GO on your small devices for functionalities that are unavailable in the Beta v1.1 app. 

Participation on just the mobile app is unavailable for v1.1 release. Instead, please sign-up on our Beta page here to receive the software on your eligible WiFi connected PVR first. Then, download the mobile app for iOS or Android and link it to your account.  

Since Astro GO mobile app is a companion service for Astro Customers, we’d like your feedback to be based on your experience across your TV and smart phones. 

This application is supported on iOS tablets and smartphones running on iOS 9.0 and above as well as Android tablets and smartphones running on Android OS 4.4 and above. It is only accessible within Malaysia without the use of a VPN. 

During the Beta testing, you may still access Astro GO for your other content viewing on your small devices.  

3.8 Latest Beta Software Update

For your WiFi enabled PVR box

  • A software update will take place on 17th September 2019 onwards
  • Please ensure that your WiFi enabled PVR is on standby mode anytime after 00:00am on 17th September 2019, for at least four hours
    • To check if your interface have been upgraded:
      • Please go to Home > Settings > STB Diagnostic > General Diagnostic, and check 'Sprint Release': 
        • Your Sprint Release should begin with the number 19.3.4.
      • If update doesn’t take place, please chat with us at astro.com.my/beta-program 
  • See screenshot below as an example