Technical Help

Technical Help

Find out more about technical charges, technician visit and more.

Broadband Technical Troubleshooting – Maxis

Broadband Technical Troubleshooting – TIME

Broadband Technical Troubleshooting – Allo

Connectivity Test

Broadband User Guide - Reset Wireless Password

Broadband User Guide - Change Wi-Fi Channel

Technical Troubleshooting - HD enabled Box

Technical Troubleshooting - Ultra Box / Ulti Box

User Guide - HD enabled Box

User Guide - Ultra Box / Ulti Box

General Technical Enquiries

Check future recording - HD enabled Box

Check IP Diagnostics - HD enabled Box

Check physical smart card number and serial number from box - HD enabled Box

Change digital audio settings - HD enabled Box

Check LNB type - HD enabled Box

Restore factory settings - HD enabled Box

Refresh Box setting (Clear NVRAM) - HD enabled Box

Perform Pause function on Live program - Ultra Box

Maxis - Huawei Router

Maxis - KAON Router

Maxis - KAON Router

Check signal level - HD enabled Box

Ping & Traceroute Test

Router no power - Allo

All Services Not Available (Broadband & Astro) - TIME

All Services Not Available (Broadband & Astro) - Maxis

TIME - Cisco/Linksys Router

Change audio delay - Ultra Box / Ulti Box

Service Currently Not Available (SCNA) - Ultra Box / Ulti Box

Service Currently Not Available (SCNA) - HD enabled Box

Tell me more about Astro’s After-Sales Service fees.

TIME - Cisco Linksys Router

Change auto standby setting - HD enabled Box

Speed Test

Modem no power - Allo

Internet not available, Astro OK - TIME

Internet not available, Astro OK - Maxis

TIME - ZTE Router

Change menu language - Ultra Box / Ulti Box

Network Connection Not Available (NCNA) - Ultra Box / Ulti Box

Network Connection Not Available (NCNA) - HD enabled Box

What are the types of After-Sales Services that is available and what is the difference between Express, Same Day & Regular Service?

TIME - ZTE Router

Change & check the resolution setting - HD enabled Box

Internet intermittent or frequent disconnection - Allo

Router no power - TIME

Router no power - Maxis

TIME - Dlink Router

Change audio language - Ultra Box / Ulti Box

PVR functionality not available - HD enabled Box

Can I reschedule the technical visit appointment?

TIME - Dlink Router

Change TV display setting - HD enabled Box

Slow browsing at certain website - Allo

Modem no power - TIME

Modem no power - Maxis

TIME - Tplink Router

Change subtitles language - Ultra Box / Ulti Box

Non Astro SIM Card has been inserted. Please insert the correct Astro SIM Card with the chip facing down. (CA 25)

Please ensure that your Astro Smart Card is fully inserted (S1) - HD enabled Box

Does the Express/Same day/Regular After-Sales Service apply to customers nationwide?

TIME - Tplink Router

Change menu language and subtitles - HD enabled Box

Slow Internet Connection - Allo

Internet intermittent or frequent disconnection - TIME

Internet intermittent or frequent disconnection - Maxis

Maxis- Technicolor Router

Change master PIN - Ultra Box / Ulti Box

Please insert the correct Astro SIM Card with the arrow facing down. (CA 2)

Please insert the correct Astro Smart Card with the arrow facing up (S2) - HD enabled Box

Does the Express/Same day/Regular after-sales service fee apply to all types of boxes?

Maxis - Technicolor Router

Check HDMI connection status from STB Diagnostics page - HD enabled Box

Unable to browse or access certain website - Allo

Slow browsing at certain website - TIME

Slow browsing at certain website - Maxis

Change standby mode - Ultra Box / Ulti Box

What is the warranty period for the Astro Broadband mesh WiFi?

You have inserted the wrong smart card. Please insert the correct Smart Card (S14) - HD enabled Box

Maxis - Tplink Router

Split Wi-Fi to 2.4GHz and 5GHz

Check smart card status from STB Diagnostics - HD enabled Box

Slow Internet Connection - TIME

Slow Internet Connection - Maxis

Change TV settings - Ultra Box / Ulti Box

Ultra Box / Ulti Box No Power

Box No Power - HD enabled Box

Allo - Tplink Router

Connect to new Wi-Fi connection - HD enabled Box

Unable to browse or access certain website - TIME

Unable to browse or access certain website - Maxis

Change video resolution settings - Ultra Box/ Ulti Box

I am subscribing to 500/800Mbps broadband speed under Astro & Broadband and received 2 complimentary mesh WiFi devices. Who should I contact if there’s any issues with the devices?

Blank screen after change resolution - Ultra Box

Blank Screen / No Video / Blue Screen / No Signal - HD enabled Box

Refresh box setting (Clear NVRAM) - Ultra Box / Ulti Box

New Installation setting - HD enabled Box

Phone line issue - TIME

Phone Line Issue - Maxis

Connect to new Wi-Fi connection - Ultra Box / Ulti Box

I am subscribing to a lower speed broadband (30/100/300Mbps) under Astro & Broadband and purchased the mesh WiFi on my own at Maxis Retail Store. Who should I contact if there’s any issues with the mesh WiFi?

Ultra Box / Ulti Box Blank screen

Box hang at channel - HD enabled Box

Restore factory settings - Ultra Box / Ulti Box

How do I find my ticket status?

How long will it be before I am able to enjoy my new package(s)?

Run network diagnostics - Ultra Box / Ulti Box

How long will it be before I am able to enjoy my new service upgrade(s)?

Run test connection - Ultra Box / Ulti Box

How do I view my current subscription/the channels and packages that I currently am subscribed to?