Astro Malaysia Holdings
Reviews and Complaints

I am very frustrated when the Astro staffs call me asking me long questions for verification. She then said my postcode is not correct and not able to register. Fine, then she said she will need to talk to the Agent again to collect it again and will call me back in a few days.

After a week, She call me asking me the long questions again. After the verification process, she told me again my address is not correct and not able to start the registration. She said she need to talk ti the agent one more time!
After a few minutes, she called me again saying the address is correct already. Then she started to tell him a long winded instruction and process which i know much earlier. Before she finish, unfortunately the line when off again. The whole process need to start alll over again! OMG!

I was so frustrated:
1. Why she keep asking me long questions for verification? Isnt it I have fill up all information on webpage form? When need to aak me again and again. Each time they call me, i have to do the same process over and over gain.

2. Why cant she help the customer to change the poskod, if there is a mistake? I really cant understand the logic of this registration process.

3. Why cant ASTRO simplify this registration process via webpage instead of going through agent?

My name is Ong Toon Wei.

I really dont know who design this complicated registration process. I am a customer who are quequeing to pay you but was restricted to do so because of this stupid process

I have contact call centre twice on Sunday (20/10/19) regarding changing of decoder due to flood. After proceed with DM-ed at Astro FB, they insists for the account owner to contact by himself. Why dont you tell me at the 1st place when i called on 20th? Same address to be install, just different person reporting because the account owner is away. We pay for RM 220 amount of bill monthly and this is what we get in return?

Have been an Astro customer for approximate 20 years and Astro iptv for approximately 6-7 years. The decoder was down last Thursday 3rd October, 2019 and I called the following morning to inform on the faulty decoder which need to be replaced. A technician called me back within 24 hours and scheduled an appointment on Monday 7th October, 2919 3pm (as there is no available slot on Saturday 5th, October, 2019 ). The technician is only allowed to work from 9am - 1pm only!
The replacement technician who attend to us (Ivan) is responsible and efficient and replaced a new decoder for us. (The previous decoder is confirmed faulty). He called to "activate" the new decoder without success and informed me to call for activation (Astro iptv required account holder to call). Immediately I called and was told the activation system was down. I have been following up on activation since then (multiple calls) with the same answer by customer service that they have put in my request but unable or refuse to give me estimate time that it can be done. Even I plead them to speak to their IT department who are responsible on the failure to activate my decoder. Now on a Friday 11th October, 2019 11:55pm, after numerous calls, customer service department could not inform me when the activation can be done. They cannot reach the IT team as they are not working on weekend and they can only call me back on Monday 14th October, 2019 to inform on the status. I demanded the shift manager, Linda (the last call was made at 11am ) to contact the higher up to look into this issue. I was informed she did inform someone in IT department to look into the matter. I do not understand why despite numerous complaints, iT departments are only working from 9-5 only on weekdays. Don't they have someone to attend to it and treat it as urgent case. No contingency plan? Is this cost saving put customers at the last priority? From this experience, my view on Astro is that they place customers at the lowest priority and the customers are there for them to "milk". They have just forwarded a fresh invoice to me on 4th October. Don't know why they think we should do charity and donate to Astro.
I will consider to terminate the Astro subscription as well as Maxis ( currently subscribing more than 20 lines) (20 years customer). If someone ask me to give a rating on Astro IPTV, from 1-10, (worst to best) the highest that I can give is 1.

I've call through number [protected] and a staff pick up the call. I asked to whom i speak just in case i can refer to upper administration if the problem about my astro account can't be solved. She just mention "Nik".. I asked her back.. "Nik what?" I just want her to be more specific.. arrogantly she asked me back "do you want me to solve your problem or not".. i just asked again to be specific in telling her name.. she just come into giving me a different number to call and dropped the call.. no wonder everyone leaving the astro because of this bad and arrogant staff..

Network connection not available.
1.please switch off your modem and/or router, check your cable connections, then switch them back on.
2.Please press the Yellow button to try and recover service.
3.If this condition persists, please contact Astro Customer Service for assistance. (NCNA)

(please assist to appoint a technician on the side)

CALL : [protected] / 017-[protected] / [protected]

Astro Account Number [protected]

My monthly subscription of RM172.80 for Astro services was through a standing instruction from my credit card which falls due on every 6th of the month. As I no longer enjoy the Astro service (lots of repeat movies and advertisements), I decided to terminate the service. On 7th June 2019, I call the Astro customer service line (toll free), waited for 20 minutes before I was attended to. I requested for termination and the customer service personnel advised that I should pay RM172.80 for the termination and within just 5 minutes, my credit card was charged with RM172.80 (TrxID : AM [protected]). In total, I was charged RM345.60 (RM172.80 for my monthly subscription and another RM172.80 for termination of the service). If this is the policy, I am fine with it. My understanding was if I call to terminate the service on 7 June 2019, the service will terminated on 7June 2019 with the one month requirement. However on 2July 2019, I was no longer able to view or watch any channels.

Please enlighten me on the following:

1) Is it a policy that Astro subscribers are required to serve 1 month notice and pay the one month fee (equivalent to the package subscribed) to terminate the service?

2) If question 1 is correct, then why am I not able to watch Astro channel wth effect from 2 July 2019 which technically should be with effect from 7 July 2019 based on my telephone call to Astro on the 7 June 2019.

Thank You

Regards,

From a loyal Astro subscriber for 18 years

Account No [protected]
It is now a week already that I do not have any Astro service. I called Astro a week ago and informed them that my decoder does not switch on and the the decoder needs to be replaced. After 3 days a technician arrived at my house and informed me that my decoder needs to be replaced.I informed him that I already informed Astro service that the decoder needs to be replaced and that I expected him to replace this decoder. He informed me that he did not have an decoder and I would have to wait another 3days for the decoder to arrive from kl. I live in Penang. 3 days have passed and now I am told that I will be contacted when this decoder arrives. Not only do Astro customers have to except their rotten service but we also have to except their continuously repeating programs over and over again.
Gert iPaded

I called service center i want to transfer my decoder and satelite dish to my new house. I was told after they do a report, it will take 3-7 days to remove it and i have to bring it by my myself to a new house. And it will take another 3-7 daya for installation. As usual nothing for free. Meaning for 14 days i won't be able to use my astro. Yet i would still hv to pay for the service. THAT I CANNOT EVEN WATCH! please respond to this? Account no [protected]. Or is it easier if i just cancel my subscription altogether?!

Sudah 2 minggu, siaran HD asyik ternganggu seperti keadaan ketika hujan walhal x hujan pn..
Kalau channel biase plak..dah macam tengok cite cd rosak. Gambar sangkut-sangkut. Sakit mata tau. Segala servis semua dicaj ke customer. Dari penyambungan semula sampai la upah technician yang dtg rumah. Nak kata upgrade system xde plak..dh bertahun kot masalah siaran terganggu akibat hujan x pernah selesai. Tiada alternative ke ingin perbaiki kelemahan? New moto for astro..pkai sampai rosak..

I m full disappointed I had paid full amount worth 3000 rs but they haven't give me any card... my email I'd [protected]@gmail.com and mobile number is +[protected]... pls help me! I need my money or card. All they just tell contact u soon poor service... and poor customer support they even want to listen. I am sending emails but they haven't replayed yet.

I have been with astro for a few years and been noticing that Astro has been REPEATING their programs NON STOP on many various channels. Everytime i switch on my tv dissapointed to watch repeated shows. To top it off, astro has been cheating us by putting "Premier" on the Movie channel whereby the movie has been shown before. For instance : Hansel & Gratel (channel 411) has been shown previously but it is "Premiering again"? Why is Astro doing so when we spend so much monthly only to get repeated programs?. The (732 CI), (History 555) and (Vellithirai 202) channel is repeating all its programs so so frequently. Can't stand it. THIS NEEDS TO BE WORKED OUT. Thanks.

Saya tak puas hati dengan perkhidmatan pihak astro, selalu terganggu dengan siaran yang disediakan, selalu keluar signal kuning dan siaran tidak termasuk dalam langganan sedangkan bayaran telah dibuat dan dibayar setiap bulan. Saya mintak astro malaysia call saya, dan juga saya mintak astro bill saya diemailkan untuk memudahkan bayaran dimana manq counter bayaran.

Im sorry for complaining about astro.. But I am disappointed with Tara Hd program.. There is two programs that i watched during my free time, and i recorded it and when i opened it there is no subtitles.. Malay subtitles neither english subtitles.. Its been two weeks without any subtitles, im here to asked you whether you can fix it fast... Thank you.. 😊, the program that watched is
1.Kasautii Zindagii Kay
2.Nazar

I had waited for two weeks since i had registered for the installation in Astro services centre but turns out it's had been in week three and they don't even care about the installation and cancel our installation appointment by their own self. One notification from Astro said that your installation had cancel. And we re-book the installation again and they ignore our appointment until now

Saya pemegang acc [protected] berasa x puas hati dgn billing prob, baru lewat 21 hari dah potong astro, dulu x de pula cam ni masa package saya normal, sejak saya kurangkan package, astro dah mula buat hal, tambahan pula bil hnya 133.40 mereka campur bill bulan depan sekali buat nampak cam banyak, bila saya tegur baru nak cakap campur bill bulan depan sekali, january pun x sampai lagi...saya nak penjelasan dari pihak atasan secepat mungkin, atau saya akan ambil tindakan...kerana ni dah macam tipu customer...

I am a LOYAL Superpack subcriber for abt 5-6 years.
Scenario #1:
I recently found out that Astro is offering new customers at RM25 cheaper than what i have been paying. the catch is that they have to register online and must be NEW customers. How about old customers like me? no rebate? To my surprise, when my first attempt to cancel my account, astro OFFER me RM20 rebate on the condition that i stay for another 24 months contract! Me, a loyal customer, still need contract?

Scenario #2:
Ok. Since astro does not TRUST me with the RM20 rebate (which need 24 months commitment), i decided to cancel my account and the friendly lady inform me that it can only be done on my billing cycle which is 17 of Oct. OK with me. She also ask me to state that i have requested for termination in my new request (online). The day after, i used my mom's (as a NEW customer) name to online register in order to get the RM25 rebate. Then a personnel called up. From the conversation, they still say cannot help us as they can see there is an active account in the same address. I explained to them what the friendly lady requested me to tell, however they can do nothing until it has been formally cancel on 17 Oct. If this is the case, they can HELP me by processing my request on 18 Oct right? They even reject my request to proceed with new application on 18 OCT onwards. I then call up astro & ask them not to wait until 17 Oct & cancel immediately, but the friendly guy inform that it is procedure to terminate on billing day & cannot bring forward! What a surprise!

In Summary, for me to enjoy astro in a cheaper price, i have to:
1) Cancel old account & enjoy it while I can until 17 Oct
2) on 18 Oct, start like crazy to submit online application (AGAIN) & pray hard that astro can approved this new application soonest possible, so that we can have entainment once again (i have been told it that it takes less than 2 weeks, few days if i am lucky)

Why make loyal customers go through all this hoo haa?

Astro have such a terrible service! Always close away the service although now only 4th August 2018 and the expire date for the payment is due in 6th August 2018! Can u tell me why Astro like to simply close customer's service? Destroy customer's right to enjoy the services?! It's not the first time okay?! Happened few times already ! We gonna to close the Astro service! We phone to the Astro service office somemore the ppl in charge there told us our payment is expired so they close the service what the hell is going on ?!

Hi, Monthly astro charge me RM 105.00 for my package. Whenever we are watching tamil channels.Repeating the same movies and alot of dramas which is increase blood pressure of the customers. Nothing is useful information I get from the dramas and I'm not paying for this stupid serials. If I not mistaken; 50 years Tamil cinema insdustry produce and realise many movies but astro only knows few movies and repeating the same movies.. I don't no why they can't find some other movies . Hope you all understand..we are paying not freely enjoying the service.. Don't be stupid.. Use brain.. I'm sorry for those words

Saya tidak puas hati dengan pihak astro billing, akaun nombor [protected] ialah atas nama chew jii jenn, tetepi astro billing selalu sms dan telefon saya dan suami saya.
Nombor telefon chew jii jenn ialah [protected]/[protected].
Saya minta pihak astro billing hentikan sms atau telefon ke nombor [protected] dan [protected] untuk billing. Sila cari orang yang berkenan.
Saya juga berharap pihak astro complaint dapat selesaikan masalah ini dengan secepat mungkin.
Sekian terima kasih

My Astro internet stopped working on 3rd May. I called Astro and after a day a service technician called me and said they would come on Monday. I waited for 3 hours after the appointment time and nobody came. I called Astro and they told me my appointment is not until the 14th! The man said it must be a mistake and that he would call me back. Three days later and I called Astro yet again. They said they will only come on the 14th. That's 11 days with no service! I have had to spend a lot of money on data plans so I can do my work without WiFi. I am trapped in a contract for 2 years with these people? What happens if I just cancel my service and don't pay this extortionate cancellation fee?