Frequently Asked Questions

FLEXI PACK

What is the pricing for Flexi Pack?

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What are the channels available for Flexi Pack?

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CHANGE OF PACKAGE FOR POSTPAID ACCOUNTS

Can I change the package?

You may change your package by emailing us at [email protected] or send in your request via Online Support Form at business.astro.com.my

Where can I check the list of packages/channels available?

You can check the list of available packages/channels at business.astro.com.my.  You can also drop us a request for the full list by writing to us at [email protected]
 

What is the minimum subscription for Astro for Business Postpaid Account?

The minimum subscription pack is the Savers Pack for RM100.00 (inclusive of 0% GST). Ala carte channels are also available with the minimum subscription of RM 40.00 (inclusive of 0% GST).

 

Do I need to pay any penalty if I wish to upgrade/downgrade my current package?

No charges will be imposed.

What is the processing time for the change of Astro packages?

You will be able to enjoy your new packages within 48hrs of processing.
 

Can I make payment without an Astro bill statement?

Yes, you can make payment at our available payment channel without Astro bill statement by providing 10-digit Astro account number.
 

What is the moving procedure?

Pleaser refer to this link : Moving-Procedure

Why is my name listed in CTOS, even though I have cancelled my Astro account?

Your account may be listed in CTOS due to outstanding overdue balance of more than 180 days.
 

SWITCHING/CHANGING PACKAGE

When will I be charged?

Your updated package will take effect on your next bill cycle date. Pro-rated will be applicable if the changes are made on any day besides the cycle date.
 

How do I request for an upgrade / reduce the subscription of my current package?

You may write to us at [email protected] or send in your request via Online Support Form at business.astro.com.my
 

I have some amount overdue, can I still request for an upgrade?

Yes, you may still request to switch the subscriptions in your packages as long as your account remains active. Please be reminded to clear your overdue amount to avoid disconnection. If your account has been suspended before that date, your order will be void.
 

When can I request to change my packages?

You may request to switch your subscription package at any time, however it is advisable for you to request for it on your bill cycle date.
 

Will I be charged for the changes made to my packages?

You will not be charged for changes made to the subscription packages.
 

When will the changes take effect?

You will be able to enjoy your new package within 48 hrs of processing via email or Online Support form at business.astro.com.my, or call us at 1300-82-0028. Our operation hours is between 8am-12midnight.
 

I made a mistake, can I get a refund on my upgrade?

Unfortunately, we are unable to refund any package changes.

VOLUNTARY DISCONNECTION – POSTPAID & HOTEL/HOSPITAL ACCOUNTS

Can I terminate my postpaid account before the contract period ends?

Penalty charges will be imposed for any termination of service before the contract expiry period.

What is the penalty charges if I terminate the account before the contract ends?

The penalty charges are calculated as (Monthly Subscription Fee X Remaining Months)

How do I terminate my postpaid account?

You are required to email [email protected] or Online Support form at business.astro.com.my, with the details of: 
  • Registration ID
  • Smart Card Number
  • NRIC
  • Contact Number
  • Company stamp/Letter Head
Note: For Hotel and Hospital accounts, you are required to refer to your respective Account Sales Manager.
 

What is the details needed to terminate my account?

Details required are:
  • Registration ID
  • Smartcard Number
  • NRIC
  • Contact Number
  • Company stamp/Letter Head
You will receive a one (1) month disconnection notice from the date upon the request letter was received.
Customer Care Consultant will call to verify the termination request within 48hrs from receiving the email or fax.
 

Can I request for a temporary disconnection of the Astro subscription?

Yes, we can process this request if valid reasons are provided. We able to disconnect an account for a maximum of 3 months.
 

How do I disconnect my Astro package?

You may write to us at [email protected] or Online Support form at business.astro.com.my, or call us at 1300-82-0028 our operation hours is between 8am-12midnight.
 

How long does it take to disconnect?

You will receive a one (1) month disconnection notice from the date upon the request letter received.
 

Can I disconnect my Astro for Business anytime?

You can request to disconnect your Astro account any time, but a penalty charges will be imposed for any termination of service before the contract expiry period.

TECHNICAL COMPLAINT FOR POSTPAID AND (FUNDED AND NON-FUNDED) HOTELS

What should I do if I am facing technical issues with the channels?

You can call us at 1300-82-0028 or send us an email at [email protected]

 

BILLING ENQUIRY

How can I check my outstanding balance?

You may check your outstanding balance via SMS sent to: 66688 TYPE: ASTRO BAL 8XXXX (8 digit account number)
 

Can I view / request for monthly bill?

You may view your bills via E-billing – https://billingportal.astro.com.my/astroce/main anytime. However, you will need to send a request via email to [email protected] to activate this service.
 

I do not have internet access and thus I am unable to log onto E-billing. What should I do?

You can fax us at 03-95438948 or call our hotline 1300-82-0028 to request for monthly bills via post.
 

PAYMENT METHODS

What are the different payment methods available?

Payment for Astro commercial accounts can be done via cash payment, Auto Debit and Cheque.

Please refer to this link for more details : Payment-Methods

What are the different payment channels available?

Please refer to this link for more information : Payment-Channels

How do I register my credit/debit card for payments?

You may register for auto-debit by sending in a request to [email protected] or walk in to the nearest customer service centre.
 

How do I make payment via JomPAY?

Just look for the JomPAY logo on your latest statement, log into the preferred Online Banking, key in the 10 digit Astro account number and submit the payment details.
 

How long does it take for payment to be posted via JomPAY?

Payment via JomPAY will be posted in real time.
 

How long does payment via cheque take to be posted?

Payment via cheque will take 3 – 5 working days to be posted.
 

What are the terms and conditions of payment?

What are the terms and conditions of payment?
  • Clearly indicate full name of Astro customer, contact number and Astro subscription account number when making each payment (e.g. on bank-in slips)
  • For Direct Debit, please contact your bank for standing instructions. Provide the full name of Astro customer and Astro account number. The Direct Debit service may not be available with all banks. Please check with your bank for confirmation of Direct Debit service.
  • Please inform us of any changes in billing address/information.
IMPORTANT-NOTICE
 

Is there a verification procedure when making payment?

A security question will be asked when making payment with credit cards over the phone. All other payment channels will not require any form of verification.
 

Will I be notified if my payment is successful?

Yes, we will notify via SMS and it will be reflected on your next bill cycle.

Where do I view my payment history?

You will be able to view payment history via our monthly statement or payment history for more than 1 month to request via email to [email protected] or you may walk in visit our nearest Customer Service Centre/Astro Lifestyle Centre.
 

Will I be charged for using different payment methods?

No, there won’t be any charges.

Will my credit card be accepted for payment?

Yes, if you are making payment at one of our Customer Service Centres/Astro Lifestyle Centres or by calling to our Customer Service Consultant.
 

Can I register more than one credit card with Astro?

There is no limit set for an account. However, a credit card can only be used for a maximum of three accounts for One-Time-Payment transactions.
 

ACCOUNT NUMBER

What does my account number look like?

Your Astro account number is a 10-digit combination 
eg: 08XXXXXXXX
 

I have more than one credit card registered in Astro's database, which card will be charged?

You will be charged based on the card details that you provide whilst making the specific transaction. Otherwise, we will charge it to the card you have registered for auto debit.
 

Is it necessary for the name on the credit card to match the name of the account holder?

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

Can I pay in installments?

Unfortunately, you won't be able to. You are advised to pay your current charges before the due date.
 

How will I know if my payment is overdue?

Astro will issue a payment reminder to customers before and after the bill due date. If you have not received any reminders, please write to us at [email protected] or visit our nearest Customer Service Centre/Astro Lifestyle Centre to input your latest mobile number.
 

When will I receive my payment reminders?

Astro will issue multiple reminders for bill payments, i.e. 1 week before your billing due date and 1 week after your billing due date. Additionally, an Astro representative will make reminder calls to customers 1 week prior to the disconnection date. If you have not received any reminders, please write to us at [email protected] or visit our nearest Customer Service Centre/Astro Lifestyle Centre to input your latest mobile number.
 

What will happen if I refuse to pay my bill?

If Astro does not receive your payment by the stated due date, your service may be disrupted as our system will automatically suspend your account. If you then wish to reconnect your subscription account, a charge of RM20 (exclude GST) will be imposed upon reconnection.
 

How do I register for Auto-debit?

You may register for auto-debit by writing to us at [email protected] or visit our nearest Customer Service Centre/Astro Lifestyle Centre to input your latest house and mobile number.
 

I have sufficient funds in my account. Why is my debit card payment unsuccessful?

Please contact your issuing bank to enable card-not-present (CNP) transactions. This security measure helps us to protect your credit card information from being misused in fraudulent transactions.
 

I've previously registered for auto-debit payment. How do I edit my auto-debit payment details?

Please edit your auto-debit payment details by writing to us at [email protected] or walk into the nearest Customer Service Centre / Astro Lifestyle Centre.
 

When will the auto-debit payment be debited from my issuing bank account?

Auto-debit payment will be debited from your account within 5 - 7 working days after your billing cycle date. If your auto-debit payment is unsuccessful, you will receive an SMS alert.

Where can I find my account number?

You may refer to the top right corner of your tax invoice.
 

What can I use my account number for?

Your Astro account number will be required when making transactions with us apart from online transactions.
 

Why am I not receiving an SMS notification on unsuccessful auto debit transaction?

Please provide your primary mobile number by writing to us at [email protected], or walk into the nearest Customer Service Centre / Astro Lifestyle Centre.

Note: 
  • Any changes of contact details to be requested by account holder only.
  • Only account holder's contact to be updated as primary mobile number in the system.

How do I make payment through standing instructions from my issuing bank?

Please contact your issuing bank for further information.
 

Who is eligible to register and void of auto debit?

Only card holder is eligible for Auto debit registration and void of auto debit
 

How long does payment via real time payment channels take to be posted?

Ordinarily, real time payment is posted instantly. However, daily system maintenance occurs between 12AM to 3AM. Any payment made at this period will be delayed until system maintenance is complete.
 

May I request a refund of the credit balance in my Astro account?

Yes credit balance can be refunded, please write to us at [email protected]  and provide the following details :- 

Beneficiary Name :      
Bank Name :                 
Bank Account  number:
Swift code :                          
Bank branch address : 
 
Please be advise that the process will take within 2 weeks from your confirmation date.
 

RECONNECT YOUR ACCOUNT

How do I reconnect my Astro Commercial Account?

You may request for a reconnection via phone at hotline 1300-82-0028 or write to us at  [email protected] or send in your request via Online Support Form at business.astro.com.my
 

How long does it take to reconnect?

Your account will be reconnected within 3 hours after payment has been reflected in your account.

Will I be charged for reconnection?

No, you will not be charged for reconnection.

I’ve made payment via a non-real-time payment channel. How can I speed up my account reconnection?

Please allow us 1-2 working days for payment to be posted in Astro System if payment was made via non-real-time channel. For immediate account reconnection, you may send proof of the payment via email to [email protected] or send in your request via Online Support Form at business.astro.com.my
 

What should I do if I've paid my overdue bill but my account is still suspended?

Don't worry, it takes up to 3 hours to reconnect once payment has been reflected in your account. To check your account status, you may send the proof of payment by email to [email protected] or send in your request via Online Support Form at business.astro.com.my
 

What is the minimum amount I would have to pay to reconnect?

You are required to make full payment to reconnect.
 

Payment made was not reflected into my account, what should I do?

We apologise for the inconvenience. Please photograph / scan your payment receipt and write to [email protected] or Walk into the nearest Customer Service Centre / Astro Lifestyle Centre 
 

Is there any other platform to send the proof of payment other than email or fax?

This service is currently only limited to email and fax for us to safeguard the security of the information provided by our customers. 

Will I be charged for disconnecting?

No any charges for disconnecting.
 

How do I check if my account is still bounded by a contract?

You may contact our customer care line at 1300820028 or write us at [email protected] or send in your request via Online Support Form at business.astro.com.my
 

How do I know if my account has been suspended?

An error message will appear on your screen if your account has been suspended (inactive smartcard).
 

CHANGE ACCOUNT OWNERSHIP

What is the procedure for transfer of ownership?

Please follow the steps below:

Step 1:  Formal letter via Email and attach all documents to [email protected]
(**Note: SSM or Form 9 is required)

Step 2: Turnaround time for Transfer of ownership within 48hrs, no transfer of equipment required.
 
What are the forms required for transfer ownership?
  • Formal letter
  • SSM or Form 49

How do I request for a move?

You may call our careline at 1300820028 or write to us at [email protected] or send in your request via Online Support Form at business.astro.com.my
 

Can I request for transfer of ownership if I have an outstanding balance in my account?

Settlement of total outstanding balance is to be made prior to transfer ownership request.
 

How long is the notice period should I give prior to moving?

You may call our careline at 1300280028 or write us at [email protected] within 3-7 days before moving out and we will sort everything out for you.
 

What device(s) do I need to take with me to my new office?

Please be sure to take your decoder, satellite dish, smartcard, remote control and all other fixtures with you.

How much will it cost?

For Legacy Boxes, a RM 50.00 dismantling fees and RM 100.00 reinstalling fee will be charged.
 
For Beyond Boxes, dismantling and reinstalling charges are free.

*Please note that additional charges may apply if the reinstallation process requires extra cables/fixings.

How will I be charged?

Moving charges should be paid to the technician on visit in full amount.
 

How long will it take to regain my services?

You will regain your Astro services immediately, provided your account is active.

Will I still be charged if the move is delayed?

Your bill will be pro-rated upon request.
 

Do I need to renew my contract after moving?

No, you will not be required to renew your contract after moving. If you are under an existing contract, you will still be bounded by its current terms & conditions.
 

Can I still move if I have an outstanding balance on my account?

Of course! Please ensure your account is active when requesting for a move.
 

UNDERSTANDING YOUR BILL

When will I receive my first Astro bill?

For new Astro subscribers, we will begin to charge you for our services from the day your account is made active. Therefore, your activation date will become your billing cycle date. For example, if your activation date falls on the 1st of January, your billing cycle date will also fall on the 1st of every month. 

Astro will also send you a bill statement according to your requested payment frequency, i.e. monthly, quarterly, semi-annually and annually. Your bill statement will include details of your monthly subscription charges, including charges of your chosen Astro packages. It will also confirm the time period of which your first bill would cover, as well as how much the total charges are and when the payment due date is. 

Please note that we charge our customers for their monthly subscription in advance. For example, if your Astro subscription is activated on the 1st of January, we will charge you in advance to cover your subscription period between 1st of January to 31st of January depending on your payment frequency. If your payment frequency is quarterly, we will then charge you in advance from the first month of the quarter. Should there be any disconnection between your billing periods; the bill will be prorated accordingly. 
 

When will I receive my subsequent bills?

It will depend on your preferred frequency i.e.: Monthly, quarterly, semi-annually and annually.
 

How will I receive my bills?

You may opt to receive your bills either by post (paper bill) or by email (e-billing).
 

I've updated my bill preferences by SMS. How do I view my Tax invoice details?

You may write us at [email protected]
 

When should I make payment for Bill frequency Monthly/Quarterly/Half yearly/Yearly basis?

To avoid account being suspended please remit payment before due date as stated in your Tax invoice.
 

How do I change my bill frequency to Monthly/Quarterly/Half yearly/Yearly basis?

Email to [email protected]  or walk into to nearest Customer Service Centre.
 

Can I change my billing cycle?

Yes. You may write us at [email protected] to change your bill cycle
 

Who shall I pay to, CTOS or Astro?

All settlement payment shall be made to Astro directly. You can make payment at any Astro authorized payment channels i.e. e-pay, Astro kiosk, etc.
 

Why do I still receive a payment reminder although I have made the payment?

Please disregard the reminder if payment was made.  Alternatively, you may check account balance via the following options: