Change Account Ownership
What is procedure for merging / splitting my account?
What is the procedure for transfer of ownership?
What are the forms required for transfer ownership /split/merge account?
Can I request for transfer of ownership if I have an outstanding balance in my account?
Am I still entitled for multiroom discount if I want to split/transfer the ownership of my account?
Can I still merge/split my account if I have an outstanding balance on my account?
Creating an Astro ID
What can I use it for?
Do I have to be an existing Astro customer to have one?
Is my personal information protected by the PDPA?
How do I register for an Astro ID?
How do I update my personal details?
I have forgotten my user ID. What should I do?
I have forgotten my password. What should I do?
How do I unlock a locked user account?
Understanding your Bill
When will I receive my first Astro bill?
When will I receive my subsequent bills?
How will I receive my bills?
I've updated my bill preferences by "SMS". How do I view my Tax invoice details?
When should I make payment for Bill frequency Monthly/Quarterly/Half yearly/Yearly basis?
How do I change my bill frequency to Monthly/Quarterly/Half yearly/Yearly basis?
Can I change my billing cycle ?
How do I read my bill?
Who shall I pay to, CTOS or Astro?
Why Astro listed my name into CTOS, since I had cancelled my account?
Why do I still receive a payment reminder although payment made?
What are the different payment methods available?
What are the different payment channels available?
What are the terms and conditions of payment?
Is there a verification procedure when making payment?
Will I be notified if my payment is successful?
Where do I view my payment history?
Will I be charged for using different payment methods?
How do I register my credit/debit card for self-service payment options via IVR and SMS?
Will my credit card be accepted for payment?
Can I register more than one credit card with Astro?
I have more than one credit card registered in Astro's database, which card will be charged?
Is it necessary for the name on the credit card to match the name of the account holder?
Can I pay in installments?
How will I know if my payment is overdue?
How will I receive my payment reminders?
When will I receive my payment reminders?
What will happen then if I refuse to pay my bill?
Why do I need a PIN to make payment?
How will my PIN be delivered to me?
How do I obtain a PIN?
Do I need to bring any supporting documents for validation?
What should I do if my registered number is a fixed line number?
Is my PIN confidential?
Can I change my given / current PIN number to my preferred PIN number?
What should I do if I forget my PIN number?
Will I get the same PIN if I forget my previous PIN?
What if my PIN number is locked?
How do I register for Auto-debit?
I have sufficient funds in my account. Why is my debit card payment payment unsuccessful?
I've previously registered for auto-debit payment. How do I edit my auto-debit payment details?
When will auto-debit payment be debited from my issuing bank account?
Why am I not receiving an SMS notification on unsuccessful auto debit transaction?
How do I make payment through standing instructions from my issuing bank?
Can my friend/relative register auto debit for my account?
Who is eligible to register and void of auto debit?
How long does payment via real time payment channels take to be posted?
I have submitted payment to the wrong Astro account, how should I proceed?
May I request a refund of the credit balance in my Astro account?
How do I make payment via JomPAY?
How long does payment via cheque take to be posted?
How long it takes for payment to be posted via Jom pay?
Can I make payment without Astro bill statement?
How do I request for an upgrade(s)?
When can I request for upgrades?
Will I be charged for upgrades?
When will I be charged?
When will the upgrade take effect?
I have some amount overdue, can I still request for an upgrade?
I made a mistake, can I get a refund on my upgrade?
How do I request for dowgrades?
When can I request for downgrades?
Will I be charged for downgrades?
When will I be charged?
When will the downgrade take effect?
I have some amount overdue, can I still request for a downgrade?
I made a mistake, can I get a refund on my downgrade?
Reconnect your Account
How long does it take to reconnect?
Can I reconnect at any time?
Will I be charged for reconnection?
What should I do if I've paid my overdue bill but my account is still suspended?
What is the minimum amount I would have to pay to reconnect?
Payment made was not reflected into my account, what should I do?
I’ve made payment via a non-real time payment channel. How can I speed up my account reconnection?
How would I know if the MMS is successfully sent?
Is there any other platform to send the proof of payment other than MMS? E.g Email, Whatsapp
What should I do if the MMS is not successful?
What telco service providers are compatible with the MMS account reconnection service?
Moving To A New Home?
How do I request for a move?
How much notice should I give prior to moving?
What is the moving procedure?
What device(s) do I need to take with me to my new home?
How much will it cost?
How will I be charged?
How long will it be before I regain services?
Will I still be charged if the move is delayed?
Will I need to take a new contract after moving?
Can I still move if I have an outstanding balance on my account?