FAQ you should take note of before you sign up with the Maxis Fibre and Astro IPTV bundle. More information at: maxisinternet.com

1. Frequently
Asked
Ques0ons
1

2. Subscrip)on
and
Billing
Q:
What
is
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV?
A:
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
is
a
service
that
integrates
regular/linear
Astro
channels
with
HD
(High
DefiniFon),
PVR
(Personal
Video
Recording),
Astro
On-­‐The-­‐Go
and
Video
On
Demand,
plus
high-­‐speed
fibre
internet
service
of
up
to
30Mbps
where
you
will
enjoy
faster
downloads,
enhanced
online
shopping
experience,
smoother
online
streaming,
lag-­‐free
gaming
and
more
by
Maxis.
You
can
now
enjoy
the
best
internet
and
entertainment
at
home
and
on-­‐the-­‐go.
Q:
How
can
I
subscribe
to
this
service?
A:
You
can
subscribe
to
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
at
Maxis
Centres
and
authorized
dealers
or
with
Astro
Direct
Sales,
authorized
resellers
or
call
the
Maxis
telesales
number,
1800
82
4663.
Q:
I
Live
in
a
high
rise
building
(Mul0
Dwelling
Unit).
Can
I
enjoy
this
service?
A:
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
with
the
speed
of
10Mbps
is
available
at
all
landed
properFes
(Single
Dwelling
Unit)
and
high
rise
buildings
(MulF
Dwelling
Unit)
within
the
coverage
area.
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
with
the
speed
20Mbps
and
30Mbps
is
available
at
all
all
landed
properFes
(Single
Dwelling
Unit)
and
selected
high
rise
buildings
(MulF
Dwelling
Unit).
To
check
your
coverage,
log
on
to
www.maxis.com.my/astro
or
www.astro.com.my/iptv.
FAQ

3. Subscrip)on
and
Billing
Q:
How
do
I
check
if
the
building
I
am
staying
in
has
coverage?
A:
To
check
your
coverage,
log
on
to
www.maxis.com.my/astro
or
www.astro.com.my/iptv.
Or
you
may
call
our
hotline
at
1800
82
4663
for
more
details.
Q:
Can
I
have
two
or
more
Astro
B.yond
IPTV
boxes
in
one
household?
A:
You
can
subscribe
up
to
two
Astro
B.yond
IPTV
boxes
for
selected
landed
properFes
(Single
Dwelling
Unit)
and
high
rise
buildings
(MulF
Dwelling
Unit).
*Note
that
for
high
rise
buildings
that
are
wired
with
Telekom
Malaysia’s
VDSL
network,
only
one
set-­‐top
box
can
be
made
available.
This
is
due
to
technical
limitaFon
posed
by
the
VDSL
network.
For
landed
properFes
(Single
Dwelling
Unit),
two
boxes
can
be
made
available
with
one
single
broadband
subscripFon.
FAQ

4. Subscrip)on
and
Billing
Q:
What
do
I
get
once
I
subscribe
to
this
service?
A:
Upon
installaFon
of
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service,
you
will
receive:
• 1
unit
of
ResidenFal
WiFi
Modem
• 1
unit
of
OpFcal
Network
Terminal
(ONT)
or
1
unit
of
Broadband
TerminaFon
Unit
(BTU)
• 1
unit
of
Astro
B.yond
PVR
decoder
and
remote
control
• 1
unit
of
Astro
satellite
ODU
(if
you
are
living
in
landed
property
and
does
not
have
an
exisFng
Astro
subscripFon)
Q:
Is
there
a
deposit
required?
A:
No
deposit
is
required
to
subscribe
to
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service.
Q:
What
happens
aPer
I
sign
up
for
the
service?
A:
We
will
contact
you
to
schedule
for
an
installaFon
if
your
applicaFon
is
successful,
within
2
days
aber
your
registraFon.
We
will
also
contact
you
if
the
registraFon
is
unsuccessful.
FAQ

5. Subscrip)on
and
Billing
Q:
How
long
is
the
contract
period?
A:
The
contract
period
is
24
months.
Should
you
disconFnue
the
service
before
the
end
of
the
contract,
you
will
be
subjected
to
a
penalty
fee
of
RM2400
(pro-­‐rated
to
the
number
of
months
leb
on
the
contract).
Q:
How
many
bills
will
I
have?
A:
You
will
receive
1
single
bill
for
your
Maxis
Home
Fibre
Internet
and
Astro
B.yond
IPTV
service.
Q:
Is
there
an
op0on
for
auto
debit
or
advance
payment?
A:
There
is
an
opFon
for
auto
debit
or
advance
payment
in
the
registraFon
form.
For
auto
debit,
you
are
required
to
fill
in
your
credit
card
details.
For
Advance
payment,
you
can
choose
the
duraFon
by
the
‘billing
frequency’
column
in
the
registraFon
form.
FAQ

6. Subscrip)on
and
Billing
Q:
Can
I
pay
advance
payment
of
6
months
or
12
months
by
cash?
A:
You
will
be
billed
in
advance
for
6
or
12
months
if
you
choose
to
make
advance
payment.
To
sedle
Astro
bill
payment,
there
are
various
modes
including
cash,
cheque,
internet
bank
transfer
or
credit
card.
Please
see
the
full
list
of
modes
of
payment
behind
the
bill
or
visit
hdp://support.astro.com.my/HelpCenter.
Note
that
we
do
not
accept
cash
payment
upfront
at
the
point
of
sales
registraFon.
Q:
What
will
I
see
on
my
bill?
A:
i)
SubscripFon
fees
for
Astro
TV
channels
with
free
HD
and
PVR
service
ii)
SubscripFon
fees
for
Maxis
Home
Fibre
Internet
iii)
Savings
of
RM25
if
you
subscribe
to
SuperPack
FAQ

7. Subscrip)on
and
Billing
Q:
How
do
I
view
my
bills
online?
A:
You
can
view
the
bill
and
outstanding
balance
on
www.astro.com.my.
Q:
When
will
billing
for
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
commence?
A:
Billing
will
take
effect
once
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
is
installed.
Q:
Is
there
a
number
I
can
call
for
feedback
and
enquiries?
A:
Yes,
you
may
call
our
hotline
at
1800
82
4663.
FAQ

8. Subscrip)on
and
Billing
–
Mul)room
Q:
Can
I
subscribe
to
a
second
B.yond
IPTV
PVR
decoder
(Mul0room)?
A:
Yes,
you
may
subscribe
to
mulFroom
where
you
can
have
up
to
two
B.yond
IPTV
PVR
decoders
in
different
rooms
in
the
same
household.
You
will
have
the
same
line
up
of
channels
on
the
second
B.yond
IPTV
PVR
decoders
as
the
main
PVR
decoder;
and
family
members
can
be
watching
2
different
channels
in
2
separate
rooms
at
the
same
Fme.
The
MulFroom
service
is
available
at
a
flat
fee
of
RM50
per
month
from
1st
April
2013
onwards.
*Note
that
MulFroom
is
not
available
to
high
rise
buildings
that
are
wired
with
Telekom
Malaysia’s
VDSL
network.
This
is
due
to
technical
limitaFon
posed
by
the
VDSL
network.
Q:
What
are
the
charges
for
Mul0room?
A:
MulFroom
is
charged
at
RM50
flat
per
month,
no
mader
what
your
Astro
primary
subscripFon
is.
Whether
you
subscribe
to
Family
Pack,
Value
Pack
or
Super
Pack
on
the
first
box,
the
2nd
box
(mulFroom)
will
be
charged
at
RM50
per
month,
and
you
get
the
same
line-­‐
up
of
channels
on
the
2nd
box.
FAQ

9. Subscrip)on
and
Billing
–
Mul)room
Q:
Is
there
an
addi0onal
cost
if
I
subscribe
to
a
second
B.yond
IPTV
PVR
decoder
(Mul0room)?
A:
You
may
apply
for
mulFroom
upon
registraFon
for
Maxis
Home
Fibre
Internet
and
Astro
B.yond
IPTV
or
you
may
apply
for
mulFroom
on
a
later
date.
There
will
be
no
addiFonal
cost
for
installaFon
of
the
second
B.yond
IPTV
PVR
decoder.
If
you
choose
to
apply
for
mulFroom
on
a
later
date,
you
can
call
our
hotline
at
1800
82
4663to
apply.
It
will
take
approximately
14
days
to
install.
Q:
Can
I
have
a
third
decoder
in
my
home?
A:
The
Astro
B.yond
IPTV
service
supports
up
to
2
decoders
only
in
the
same
household.
If
you
wish
to
have
more
decoders
in
your
home,
you
may
subscribe
to
the
regular
Astro
satellite
service
at
the
prevailing
subscripFon
rates.
InstallaFon
fees
for
Astro
satellite
service
with
mulFroom
may
be
applicable,
depending
on
the
prevailing
promoFons
and
offers.
FAQ

10. Product
and
Service
Package
Q:
What
are
the
channels
available
on
Astro
B.yond
IPTV?
A:
The
channels
available
on
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
include
all
regular/linear
Astro
channels
as
well
as
HD
(High
DefiniFon)
channels
and
a
wide
range
of
VOD
(Video
on
Demand)
Ftles
with
addiFonal
“Astro
Select”
VOD
Ftles
exclusively
for
B.yond
IPTV
customers
However,
channels
like
NTV7
(Ch107),
TV8
(Ch708),
TV
Al-­‐hijrah
(Ch114)
and
TVi
(Ch180)
are
not
available
via
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
package
offering.
You
are
advised
to
use
Free-­‐To-­‐Air
(FTA)
cable
(depending
on
building
availability)
to
conFnue
watching
these
channels.
Q:
What
are
the
subscrip0on
packages
for
Astro
channels?
A:
The
minimum
subscripFon
for
Astro
is
the
Family
Pack
at
RM37.95
per
month,
which
has
up
to
40
quality
channels.
If
you
like
to
watch
more
channels,
then
you
may
consider:
-­‐ Value
Packs
1,2
and
3
at
RM75
each
per
month
-­‐ SuperPacks
1,2
and
4
at
RM125
per
month
and
SuperPack
3
at
RM155
per
month.
FAQ

11. Product
and
Service
Package
Q:
Which
subscrip0on
packages
are
suitable
for
me?
A:
If
you
are
a
Malay
/
Indian
/
Chinese
family
with
a
budget
lower
than
RM80
for
Astro,
then
you
may
like
to
consider
any
one
of
the
following
Value
Packs
(see
line
up
and
pricing
on
the
right)
*Family
pack
is
available
in
all
3
packs.
If
you
or
your
family
members
like
Sports
or
Movies
on
top
of
your
own
ethnic
channels,
then
you
may
consider
any
one
of
the
SuperPacks
(see
line-­‐up
and
pricing
on
the
right)
*Family
pack
is
available
in
all
4
packs.
FAQ

12. Product
and
Service
Package
–
Astro
Select
Q:
What
is
Astro
Select
For
Maxis?
A:
Astro
Select
For
Maxis
is
a
collecFon
of
(i)
addiFonal
HD
channels
and
(ii)
700+
hours
of
video
Ftles
on
demand.
These
new
channels
and
video
on
demand
Ftles
are
not
available
on
the
regular
Astro
satellite
service,
but
only
available
to
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
customers
who
subscribe
to
either
(i)
Super
Pack;
or
(ii)
MulFroom;
or
(iii)
the
new
‘Catch-­‐Up
VOD
and
AOTG’
Pack.
Q:
What
are
the
10
new
HD
channels?
(more
informa0on
will
be
available
later)
A:
The
10
new
HD
channels
are
as
follows
and
will
be
available
from
May
2013:
• HBO
Signature
• HBO
Hits
• HBO
Family
• Comedy
Central
• WETV
• BBC
Entertainment
• M
Channel
• STAR
Plus
• Setanta
Rugby
• Eurosport
HD
FAQ

13. Product
and
Service
Package
–
Astro
Select
Q:
What
is
available
in
the
video
on
demand
0tles?
A:
The
video
on
demand
Ftles
cover
the
following
interest
groups
and
they
will
be
available
to
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
customers
from
May
onwards:
Animax
–
The
ul(mate
anima(on
des(na(on,
offering
a
wide
variety
of
popular
anime
programs
direct
from
Japan.
Movies
-­‐
Unlock
a
world
of
movies
for
your
viewing
enjoyment.
In
Chinese,
Malay
and
Tamil.
Kids
-­‐
Fun
&
learning
entertainment
for
kids
including
the
best
of
Astro,
BBC,
The
Wiggles
and
a
whole
lot
more.
Lifestyle
–
Travel
-­‐
Inspira(onal
and
informa(ve,
Travel
Channel
presents
a
uniquely
panoramic
perspec(ve
on
travel
experiences
around
the
globe.
Lifestyle
–
LITV
-­‐
Immerse
into
the
vibrant
and
charisma(c
LITV
lifestyle,
including
best
of
cuisine,
design,
wellness,
travel,
and
style
programs.
Music
–
Trace
Urban
-­‐
The
latest
and
most
popular
urban
music,
combined
with
exclusive
celebrity
interviews,
urban
culture
and
lifestyle.
Pre-­‐School
–
JUMP
-­‐
Designed
for
the
kids
aged
4
to
8
years
old.
Highly
entertaining
and
educa(onal
programs
for
all
to
enjoy.
Sports
–
RedBull
-­‐
An
unparalleled
access
to
people
and
events
redefining
sports.
Ac(on
based
original
films,
series
and
documentaries
from
across
the
globe.
Sports
–
Trace
Sports
-­‐
The
channel
dedicated
to
the
lives
of
sports
celebri(es.
Their
passions,
commitments,
secrets
to
mo(va(on
and
amazing
success
stories.
Sports
–
X.S
-­‐
Programs
that
will
push
the
limit
and
provide
an
all-­‐round
adrenaline
rush.
Your
channel
for
anything
and
everything
extreme
sports.
FAQ

14. Product
and
Service
Package
–
Astro
Select
Q:
How
do
I
get
Astro
Select
new
channels
and
video
on
demand
0tles?
A:
You
must
be
a
subscriber
of
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
and
take
one
of
the
following
in
your
Astro
subscripFon:
• Super
Pack
1,
2
and
4
at
RM125
per
month;
or
Super
Pack
3
at
RM155
per
month
• MulFroom
at
RM50
per
month
• Catch-­‐Up
VOD
and
Astro
On-­‐The-­‐Go
Pack
at
RM25
per
month
The
on
demand
Ftles
will
be
found
under
the
category
‘Astro
Select’
in
the
VOD
catalogue.
These
are
the
steps:
• Press
the
‘Home’
budon
on
your
remote
control
• Select
‘Video
On
Demand’
and
press
Ok
• Browse
the
catalogue
for
‘Astro
Select’
and
press
Ok
to
launch
• Press
Ok
to
select
video
Ftle
that
you
would
like
to
watch
• Video
will
start
playing
as
long
as
you
fulfill
one
of
the
eligibility
criteria
(stated
above)
FAQ

15. AOTG
and
Catch-­‐up
VOD
Q:
What
is
Astro
On-­‐The-­‐Go?
A:
Astro
On-­‐The-­‐Go
is
our
latest
innovaFve
service
that
meets
your
truly
digital
lifestyle
choice
by
bringing
to
life
a
non-­‐stop
entertainment
experience
across
mulFple
devices
anyFme,
anywhere.
It
provides
you
with
access
to
a
wide
range
of
programmes
that
you
can
enjoy
on
devices
such
as
your
PCs,
laptops,
tablets
and
smartphones.
Astro
On-­‐The-­‐Go
comprises
of
four
main
features:
TV
Channels
–
You
will
be
able
to
enjoy
LIVE
channels,
comprising
of
learning,
news
and
entertainment
programmes
across
mul(ple
devices,
while
on
the
move.
Video-­‐on-­‐Demand
(VOD)
–
Watch
selected
(tles
from
our
Astro
First
and
B.yond
VOD
library
through
the
web,
SmartPhone
or
Tablet
device.
Catch
Up
Video-­‐on-­‐Demand
(VOD)
–
You
will
never
have
to
miss
any
of
the
ac(on
again
as
Astro
On-­‐The-­‐Go
gives
you
access
to
videos
from
previously
aired
programmes
to
choose
from.
LIVE
events
–
Be
part
of
the
experience
and
catch
selected
LIVE
events
from
your
devices,
regardless
of
where
you
are
na(onwide.
Please
visit
www.astro.com.my/onthego
for
more
informa(on.
FAQ

16. AOTG
and
Catch-­‐up
VOD
Q:
What
is
Catch
Up
VOD?
A:
Catch
Up
VOD
is
a
subscripFon
service
which
allows
you
to
access
and
watch
a
wide
selecFon
of
previously
aired
and
Catch
Up
exclusive
programmes
based
on
the
TV
package
you
subscribe
to.
Customers
can
access
a
Catch
Up
Video
Library
via
an
internet
connected
Astro
B.yond
PVR
decoder.
Q:
Why
are
both
these
services
offered
together?
A:
We
are
providing
you
with
the
convenience
of
watching
Astro
Anywhere
and
AnyFme.
With
Astro
On-­‐The-­‐Go,
you
will
be
able
to
access
selected
Astro
Channels
and
programmes
wherever
you
are.
And
with
Catch-­‐Up
Video
On
Demand,
you
can
watch
programmes
that
you
may
have
missed
from
our
video
library
with
a
selecFon
of
more
than
1,500
hours.
FAQ

17. AOTG
and
Catch-­‐up
VOD
Q:
Can
I
login
to
AOTG
on
mul0ple
devices
(simultaneously)
but
using
the
same
Astro
ID?
A:
No.
Each
Astro
ID
allows
access
to
only
one
device
at
one
Fme.
However,
once
you
have
subscribed
to
Astro
On-­‐The-­‐Go
+
Catch
Up
VOD
package,
you
will
be
enFtled
to
two
(2)
Astro
IDs
to
access
Astro
On-­‐The-­‐Go
with
each
Astro
ID
allows
access
to
only
one
device
at
one
Fme.
Q:
Can
I
watch
the
programmes
that
I
have
bought
on
Astro
First,
Astro
Best,
Astro
Box
Office,
Astro
on
Demand
on
Astro
On-­‐The-­‐Go?
A:
You
will
be
able
to
watch
your
purchased
Astro
Best
&
Astro
First
Ftle
in
the
“My
Library”
tab
on
Astro
On-­‐The-­‐Go
subject
to
content
rights
of
the
purchased
Ftle.
Q:
I
have
purchased
some
programmes
on
Astro
On-­‐The-­‐Go,
can
I
watch
it
on
my
TV?
A:
Currently
only
movies
on
Astro
First
and
Astro
Best
are
available
for
purchase
on
Astro
On-­‐The-­‐
Go.
Once
purchased
online,
you
will
be
able
to
watch
it
on
your
TV
and
vice
versa,
if
you
have
bought
it
on
via
your
decoder
you
will
be
able
to
watch
it
on
Astro
On-­‐The-­‐Go
(both
are
also
subject
to
content
rights).
FAQ

18. AOTG
and
Catch-­‐up
VOD
Q:
Can
I
watch
live
shows/events
via
Asto
On-­‐The-­‐Go?
A:
Yes,
but
only
selected
live
programmes
and
events
are
featured
on
Astro
On-­‐The-­‐Go.
Q:
I
am
an
Astro
TV
customer
with
AOTG
but
why
is
my
content
different
from
my
friend
who
is
a
non-­‐Astro
subscriber?
A:
The
content
offered
for
Astro
TV
customers
and
non-­‐Astro
customer
differs.
Astro
TV
Customers
enjoy
channels
and
programmes
according
to
their
package
enFtlements.
While,
non
Astro
customers
can
purchase
packaged
or
individual
channels
and
Ftles.
To
find
out
more
about
content
availability,
please
visit
www.astro.com.my/onthego
Q:
I
could
not
locate
the
purchased
content
(TVOD,
Subscrip0on
Packs
and
Ala
carte
Channel).
Where
can
I
locate
the
purchased
assets?
i.
Pay
Per
View
asset
will
appear
in
My
Library.
You
can
also
view
the
content
on
TV
ii.
SubscripFon
packs
assets
will
appear
in
both
Catch
Up
and
Channels
tabs
iii.
Ala
carte
channel
will
appear
in
Channels
tab
FAQ

19. Product
and
Service
Package
-­‐
Home
Voice
Service
Q:
Is
there
Home
Voice
Service
bundled
together?
A:
Home
Voice
service
will
not
be
bundled
together
with
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
Service.
You
will
be
able
to
subscribe
to
the
new
Home
Voice
plan
separately.
Q:
Are
there
charges
for
Home
Voice
service?
A:
There
is
a
monthly
charge
of
RM20
monthly
if
you
opt
to
subscribe
to
the
Home
Voice
service.
You
will
receive
RM30
worth
of
call
credit
and
unlimited
calls
to
Maxis
fixed
lines
to
call
any
local
or
internaFonal
numbers.
Q:
Is
there
a
deposit
required
when
I
subscribe
to
Home
Voice
service?
A:
For
Malaysians,
no
deposit
is
required.
For
non-­‐Malaysian,
RM500
deposit
is
required.
Q:
Is
there
a
phone
provided?
A:
You
are
required
to
purchase
your
own
phone
to
enjoy
the
Home
Voice
service.
You
can
also
use
any
exisFng
phones
that
you
may
currently
own.
Q:
If
I
subscribe
to
higher
download
speeds,
will
my
monthly
call
credit
increase?
A:
No.
The
monthly
RM30
call
credit
is
fixed
regardless
of
the
download
speed
subscribed
to.
FAQ

20. Product
and
Service
Package
-­‐
Home
Voice
Service
Q:
How
will
I
receive
my
bills?
A:
You
will
receive
a
bill
from
Astro
for
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service.
You
will
receive
a
bill
from
Maxis
for
the
Home
Voice
service.
In
total
you
will
receive
two
bills.
Q:
What
if
I
want
to
terminate
my
Home
Voice
Service
within
the
contract
period?
A:
The
Home
Voice
Service
does
not
have
a
contract.
You
may
terminate
Home
Voice
Service
at
any
Fme.
There
is
no
penalty
charges
for
terminaFon.
Q:
Who
do
I
call
if
I
need
any
assistance
on
Home
Voice
service?
A:
You
may
call
Maxis
Customer
Service
at
1800
82
4663
for
any
issues
regarding
Home
Voice.
Q:
If
I
do
not
subscribe
to
Home
Voice
service
when
I
subscribe
to
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service,
can
I
subscribe
to
Home
Voice
service
at
a
later
date?
If
you
choose
to
subscribe
to
Home
Voice
aber
you
have
registered
for
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
(on
a
later
date),
you
will
have
to
walk-­‐in
to
Maxis
Centres
to
subscribe.
However,
you
will
be
required
to
pay
an
addiFonal
RM150
for
installaFon.
If
you
subscribe
to
the
Home
Voice
service
at
the
same
Fme
as
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service,
the
installaFon
fee
is
waived.
FAQ

21. Switch,
Package
Upgrade
and
Downgrade
Q:
I
have
Astro
B.yond
IPTV
with
TIME
fibre
broadband
package;
can
I
switch
to
the
new
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
package?
A:
The
primary
broadband
provider
in
your
building
is
TIME
dotcom
therefore
only
TIME
broadband
packages
are
offered.
Q:
I’m
a
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
customer.
Can
I
upgrade/downgrade
my
current
TV
or
fibre
internet
packages?
A:
Yes,
you
can
upgrade
from
a
lower
package
to
higher
package
without
an
addiFonal
charge.
You
can
downgrade
your
Maxis
Home
Fibre
Internet
from
higher
to
lower
speeds
however
it
will
incur
an
administraFve
charge
of
RM20.
You
can
downgrade
Astro
TV
channels
but
need
to
maintain
a
minimum
subscripFon
(Family
Tier)
at
RM37.95
per
month.
There
is
an
admin
charge
of
RM10.
*Note
that
your
contract
term
will
conFnue.
FAQ

22. Switch,
Package
Upgrade
and
Downgrade
Q:
What
if
I
already
have
Unifi
with
contract?
A:
You
can
subscribe
to
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
once
your
contract
expires.
You
may
register
your
interest
by
leaving
your
personal
details
with
us
via
IPTV
website.
Log
in
to
www.astro.com.my/iptv
,
click
on
[Keep
Me
Updated],
fill
in
your
details
and
submit.
Log
in
to
www.astro.com.my/iptv
,
click
on
[Keep
Me
Updated],
fill
in
your
details
and
submit.
FAQ

23. Switch,
Package
Upgrade
and
Downgrade
Q:
What
if
I
already
have
broadband
service
from
another
provider
(except
Maxis
Home
Fibre
Internet
or
TIME
Fibre
Broadband)
without
contract?
A:
You
can
sign
up
with
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
immediately
however
it
is
advisable
that
you
inform
your
current
provider
about
terminaFon.
If
you
choose
to
switch
from
another
service
provider
operaFng
on
TM
HSBB
network
(Unifi,
P1
etc),
you
are
advised
not
to
terminate
the
service
before
the
Maxis
Home
Fibre
Internet
and
Astro
B.yond
IPTV
is
acFvated.
This
is
to
ensure
that
you
will
have
uninterrupted
internet
service.
are
responsible
for
all
charges
imposed
by
the
service
provider
including
if
I
cancel
within
the
their
contract
period.
Q:
If
I
upgrade/downgrade
my
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service,
will
my
device
also
change?
A:
We
will
not
change
or
provide
you
with
a
new
device.
FAQ

24. Service
Q:
If
Maxis
Home
Fibre
Internet
connec0on
is
down,
will
I
s0ll
be
able
to
watch
my
Astro
channels?
A:
If
Maxis
Home
Fibre
Internet
connecFon
is
down,
you
will
not
be
able
to
watch
your
Astro
channels.
Q:
If
I
have
purchased
VOD
programmes
or
recorded
programmes
on
my
PVR
decoder,
will
I
s0ll
be
able
to
watch
the
programmes
I
have
purchased
or
recorded
if
Maxis
Home
Fibre
Internet
is
down?
A:
You
will
be
able
to
conFnue
watching
your
purchased
VOD
Ftles
provided
they
are
sFll
within
the
validity
period.
You
will
be
able
to
conFnue
watching
programmes
recorded
on
your
PVR
decoder.
Q:
If
Maxis
Home
Fibre
Internet
connec0on
is
down,
will
I
s0ll
be
able
to
access
Astro
On-­‐The-­‐Go?
A:
If
you
are
accessing
Astro
On-­‐The-­‐Go
using
wifi
or
internet
via
Maxis
Fibre,
you
will
not
be
able
to
access
Astro
On-­‐The-­‐Go.
If
you
are
using
mobile
data,
dongle
or
other
devices,
you
should
be
able
to
access
Astro
On-­‐The-­‐Go.
FAQ

25. Installa)on
Q:
What
is
the
cost
of
the
installa0on?
A:
Standard
installaFon
cost
is
RM300
(including
decoder
installaFon);
however
this
will
be
waived
with
auto
debit
or
advance
payment
of
6
or
12
months.
The
advance
payment
will
be
reflected
in
your
1st
bill.
If
you
decide
to
terminate
your
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
subscripFon
prior
to
the
compleFon
of
the
contract
period,
you
will
incur
the
RM300
charge,
even
if
it
had
been
waived
in
the
iniFal
period.
*Note
that
we
do
not
accept
cash
payment
upfront
for
installaFon
fee.
InstallaFon
fee
will
be
reflected
in
the
first
bill
if
applicable.
Q: What
does
the
standard
installa0on
(by
Maxis)
cover?
A:
This
installaFon
fee
covers
the
first
85
metres
(outside
your
home)
from
the
nearest
Fibre
DistribuFon
Panel
to
the
TerminaFon
Box
and
the
first
15
metres
(inside
your
home)
from
the
TerminaFon
Box
to
the
Access
TerminaFon
Box.
The
installaFon
provided
is
of
standard
specificaFons
(over
wall
with
clip
or
cable
casing
only),
cost
for
any
non-­‐standard
type
of
installaFons,
such
as
over
the
ceiling,
underground
ducts,
concealed
wiring
and
so
on
will
be
borne
by
the
customer.
• Some
minor
drilling
may
be
required.
• Anything
not
within
the
standard
installaFon
may
incur
charges
and
will
be
borne
by
customer.
FAQ

26. Installa)on
Q:
Should
I
need
to
reschedule
or
cancel
my
installa0on
appointment,
will
there
be
any
penalty
imposed?
A:
There
is
a
charge
of
RM200
for
change/cancellaFon
of
appointment
within
3
days
of
the
original
appointment
requested
by
you.
However,
we
will
waive
this
charge
for
now.
Q:
How
long
does
it
take
to
install
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service?
A:
InstallaFon
will
be
scheduled
within
14
days
aber
the
sign-­‐up
date.
Please
be
advised
that
it
will
require
about
half
a
day
to
complete
the
onsite
IPTV
and
Fibre
Internet
installaFon.
However,
variaFons
do
occur
due
to
customers’
availability
and
the
building
management’s
approval
for
access.
FAQ

27. Installa)on
Q:
What
is
the
10
working
days
cooling
off
period?
How
long
do
I
have
to
wait
for
installa0on
with
this
ruling?
A:
The
10
working
days
cooling
off
period
is
applicable
to
customers
with
monthly
subscripFon
fees
equal
to
or
more
than
RM300.
If
your
monthly
subscripFon
fees
are
lower
than
RM300,
then
you
can
expect
installaFon
in
approximately
14
days
aber
the
sign-­‐up
date.
If
your
monthly
subscripFon
fees
are
equal
to
or
more
than
RM300,
then
you
can
choose
to
wait
for
10
working
days;
during
which
you
can
call
the
sales
representaFve
to
withdraw
your
applicaFon.
Our
sales
representaFve
will
only
submit
your
order
aber
the
expiry
of
10
working
days
cooling
period,
and
installaFon
will
follow
in
the
next
14
days.
If
you
wish
to
install
and
acFvate
the
service
earlier,
then
you
need
to
sign
on
the
‘NoFce’
secFon
in
the
Sales
RegistraFon
Form
to
acknowledge
this.
You
can
then
expect
to
be
installed
in
the
following
14
days.
FAQ

28. Hybrid
Q:
What
is
a
hybrid
installa0on?
A:
A
hybrid
installaFon
for
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
will
involve
installaFon
of
Astro
B.yond
PVR
decoder,
ResidenFal
WiFi
Modem
(RGW),
OpFcal
Network
Terminal
(ONT)
or
Broadband
TerminaFon
Unit
(BTU)
and
Astro
satellite
dish
(ODU).
The
B.yond
PVR
decoder
will
be
connected
to
both
the
RGW
and
satellite
dish.
Please
note
that
hybrid
installaFon
is
applicable
only
to
customers
living
in
landed
properFes
on
TM
HSBB
network.
Q:
I
live
in
a
landed
property
and
I
am
interested
in
taking
up
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet.
Why
do
you
s0ll
need
to
install
Astro
satellite
dish?
A:
This
is
a
standard
installaFon
for
landed
properFes
on
TM
HSBB
network
taking
up
the
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
service.
With
your
B.yond
PVR
decoder
connected
to
Astro
satellite
dish
as
well,
you
can
watch
channels
like
NTV7
(Ch107),
8TV
(Ch708),
TV
Al-­‐hijrah
(Ch114)
and
TVi
(Ch180),
which
are
currently
not
available
to
other
users
of
Astro
B.yond
IPTV.
FAQ

29. Hybrid
Q:
How
is
the
hybrid
installa0on
done?
A:
The
Astro
satellite
dish
will
be
installed
on
your
roobop.
The
B.yond
PVR
decoder
will
be
connected
to
both
the
RGW
and
satellite
dish;
and
also
to
the
HDMI
input
of
your
HD
TV
set.
Q:
Is
there
addi0onal
charge
involve
for
hybrid
installa0on?
A:
No,
there
is
no
addiFonal
charge.
InstallaFon
of
the
hybrid
box
will
be
completed
in
the
same
appointment.
Q:
Will
my
Astro
B.yond
IPTV
service
be
affected
by
rain,
as
it
used
to
be
when
I
have
Astro
through
the
satellite
dish?
A:
If
you
are
watching
any
of
the
4
channels
–
NTV7
(Ch107),
8TV
(Ch708),
TV
Al-­‐hijrah
(Ch114)
and
TVi
(Ch180),
you
may
experience
temporary
disrupFon
during
rainy
days.
You
can
enjoy
all
the
other
Astro
B.yond
IPTV
channels
and
video
on
demand
content
without
being
affected
by
rain.
FAQ

30. Hybrid
Q:
In
case
there
is
a
disrup0on
in
the
B.yond
IPTV
service,
can
I
switch
to
the
Astro
satellite
to
con0nue
watching
all
the
channels?
A:
If
there
is
a
disrupFon
in
B.yond
IPTV
service,
you
will
not
be
able
to
switch
to
satellite
to
watch
all
the
channels
except
NTV7
(Ch107),
8TV
(Ch708),
TV
Al-­‐hijrah
(Ch114)
and
TVi
(Ch180).
Q:
If
I
want
to
terminate
Astro
B.yond
IPTV
with
Maxis
Home
Fibre
Internet
but
con0nue
to
subscribe
to
Astro
regular
satellite
TV,
what
will
happen?
A:
If
you
are
staying
in
landed
property
and
had
the
Astro
satellite
dish
installed,
our
installer
will
collect
the
BTU
only.
You
will
retain
the
satellite
dish
and
the
B.yond
PVR
decoder
so
that
you
can
conFnue
with
Astro
satellite
TV
service.
FAQ

31. ATer
Sales:
Device
Warranty
Q:
What
is
the
warranty
period
for
the
device?
A:
The
warranty
is
12
months
for
the
ResidenFal
Gateway
WiFi
Modem
(RGW).
For
the
ONT
or
BTU
and
Astro
B.yond
PVR
decoder,
we
will
provide
service
and
support
as
long
as
you
maintain
your
subscripFon
with
us.
Depending
on
the
problems
encountered
for
these
2
devices,
Astro
service
technicians
will
perform
necessary
troubleshooFng
on
site
and
replace
the
devices
if
necessary
to
minimize
disrupFon
to
Astro
B.yond
IPTV
service.
Q:
What
if
the
device(s)
is
faulty
within
the
warranty
period?
A:
You
may
call
our
hotline
at
1800
82
4663
for
trouble
shooFng
of
your
faulty
devices
and
our
customer
representaFve
will
advise
if
servicing
or
replacement
is
necessary.
Q: What
if
I
lose
or
damage
my
Residen0al
Gateway
WiFi
Modem
and/or
Astro
B.yond
PVR
decoder?
A:
You
may
call
our
hotline
at
1800
82
4663
to
replace
the
devices.
The
rates
for
the
equipment
are
as
follows:
• ResidenFal
Gateway
WiFi
Modem
(TG784n)
-­‐
RM
250.00
• OpFcal
Network
Terminal
(ONT)
–
RM500.00
• Astro
B.yond
PVR
decoder
and
remote
control
–
Up
to
RM300,
paid
to
installer
directly.
FAQ

32. Reloca)on
Q:
What
if
I
move
to
another
home
within
my
contract
period?
A:
You
will
need
to
provide
documented
proof
of
your
new
house
address
(e.g.
uFlity
bill
addressed
to
your
new
home).
If
we
are
able
to
offer
the
service
in
the
new
locaFon
(depending
on
whether
your
new
locaFon
is
within
our
coverage
area)
or
if
you
wish
to
conFnue
with
Astro
satellite
service
in
your
new
home,
we
will
re-­‐locate
the
service
for
you
for
a
fee
of
RM500,
which
will
be
charged
through
your
monthly
bill.
Note
that
your
contract
will
restart
for
another
24
months.
If
we
are
unable
to
offer
the
service
in
the
new
locaFon
(not
within
our
coverage
area
for
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
or
Astro
satellite
service),
the
terminaFon
penalty
will
apply.
Q:
What
if
I
want
to
move
within
the
same
address?
A:
Yes,
this
is
allowed
however
there
may
be
charges
incurred.
The
installer
will
advise
you
of
actual
charges
based
on
the
non
standard
installaFon
rate
card,
aber
assessing
your
premises
for
relocaFon
of
devices
within
the
same
address.
These
non-­‐standard
charges
will
be
paid
to
the
installer
directly.
FAQ

33. Suspension
and
Termina)on
Q:
What
if
I
want
to
suspend
the
service
within
the
contract
period?
A:
We
regret
to
inform
that
you
will
not
be
able
to
suspend
your
service.
This
is
due
to
commercial
and
contractual
obligaFons
with
the
Fibre
Internet
network
provider
that
does
not
cater
for
suspension
of
the
Fibre
Internet
service.
Q:
Where
can
I
terminate
the
service?
A:
You
may
call
our
hotline
at
1800
82
4663
to
terminate
the
service.
You
will
be
subjected
to
penalty
fee
of
RM2400
(pro-­‐rated
to
the
number
of
months
leb
on
the
contract),
should
you
terminate
the
service
within
the
24
months
contract
period.
FAQ

34. Suspension
and
Termina)on
Q:
If
I
terminate
the
service,
do
I
need
to
return
the
devices?
A:
You
are
required
to
return
the
OpFcal
Network
Terminal
(ONT)
or
Broadband
TerminaFon
Unit
(BTU)
and
the
Astro
B.yond
PVR
decoder
and
satellite
dish
(if
you
are
staying
in
landed
property
and
had
it
installed
previously).
Our
installers
will
arrange
to
pick
up
the
equipment
from
your
home.
Customers
who
fail
to
return
the
equipment
will
be
charged
at
RM500.
Q:
If
I
want
to
terminate
the
service
and
con0nue
with
the
Astro
service
only,
do
I
need
to
return
the
devices?
A:
If
you
are
staying
in
landed
property
and
had
the
Astro
satellite
dish
installed,
our
installer
will
collect
the
OpFcal
Network
Terminal
(ONT)
or
Broadband
TerminaFon
Unit
(BTU).
You
will
retain
the
satellite
dish
and
the
B.yond
PVR
decoder
so
that
you
can
conFnue
with
Astro
satellite
TV
service.
If
you
are
staying
in
a
high
rise
building,
our
installer
will
collect
the
OpFcal
Network
Terminal
(ONT)
or
Broadband
TerminaFon
Unit
(BTU).
Your
B.yond
PVR
decoder
will
be
connected
back
to
the
central
satellite
dish
to
conFnue
with
Astro
satellite
TV
service.
FAQ

35. Migra)on
Q:
I
am
currently
subscribed
to
Maxis
Home
Fibre
Internet
service.
Can
I
subscribe
to
the
new
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service?
A:
Yes.
However,
you
will
need
to
terminate
your
current
Maxis
Home
Fibre
Internet
service
and
subscribe
to
the
new
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service
with
a
new
registraFon
form.
In
order
for
us
to
proceed
with
your
registraFon,
you
would
need
to
acknowledge
the
leder
of
consent
to
be
submided
together
with
the
registraFon
form.
Your
new
contract
for
the
Astro
B.yond
IPTV
service
will
be
for
24
month.
Your
terminaFon
fee
for
Maxis
Home
Fibre
Internet
will
be
waived.
Q:
What
will
happen
to
my
devices
(ONT,
Residen0al
WiFi
Modem
and
DECT
Phone)?
A:
You
will
be
given
a
new
ResidenFal
WiFi
Modem
but
your
ONT
will
remain.
You
may
keep
your
exisFng
ResidenFal
WiFi
Modem.
For
exisFng
customers
who
have
received
a
DECT
phone,
you
can
conFnue
using
the
DECT
phone
for
free.
*Note
that
Wifi
ID
and
password
will
change.
FAQ

36. Migra)on
Q:
What
will
happen
to
my
exis0ng
Astro
decoder?
A:
You
will
be
give
a
new
Astro
B.yond
IPTV
PVR
decoder.
If
you
currently
have
any
recorded
content
in
your
current
Astro
B.yond
PVR
decoder,
all
content
will
be
lost
during
the
replacement
of
the
decoder.
Q:
I
live
in
a
high
rise
building
and
I’m
currently
subscribed
to
the
20Mbps/30Mbps
Maxis
Home
Fibre
Internet
service.
Will
I
be
able
to
maintain
my
current
speed
if
I
upgrade
my
to
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV?
A:
Due
to
technology
limitaFons,
selected
high
rise
buildings
will
not
be
able
to
subscribe
to
the
20Mbps/30Mbps
package.
To
check
your
coverage,
log
on
to
maxis.com.my/astro
FAQ

37. Migra)on
–
Home
Voice
Service
Q:
What
will
happen
to
my
Home
Voice
service?
A:
Home
Voice
service
will
not
be
bundled
together
with
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service.
Subscribers
will
be
able
to
subscribe
to
the
new
Home
Voice
plan
separately.
Your
phone
number
will
not
change.
Q:
Are
there
charges
for
Home
Voice
service?
A:
There
is
a
monthly
charge
of
RM20
monthly
if
you
opt
to
subscribe
to
the
Home
Voice
service.
You
will
receive
RM30
worth
of
call
credit
and
unlimited
calls
to
Maxis
fixed
lines.
Q:
What
happens
to
the
free
bundled
minutes?
A:
Free
bundled
minutes
will
no
longer
be
available
anymore.
It
will
be
replaced
with
a
monthly
RM30
call
credit
to
any
number
(
Maxis
Mobile
,
OLO,
IDD
).
With
the
monthly
call
credit
of
RM30,
you
will
enjoy
more
flexibility
as
you
may
use
the
call
credit
to
call
any
local
or
any
internaFonal
numbers.
The
previous
Home
Voice
package
gives
you
allocated
free
minutes
to
Maxis
Mobile
numbers
&
free
minutes
to
10
IDD
desFnaFons
only
which
do
not
allow
so
much
flexibility.
FAQ

38. Migra)on
–
Home
Voice
Service
Q:
If
I
subscribe
to
higher
download
speeds,
will
my
monthly
call
credit
increase?
A:
No.
The
monthly
RM30
call
credit
is
fixed
regardless
of
the
download
speed
subscribed
to.
Q:
How
will
I
receive
my
bills?
A:
You
will
receive
a
bill
from
Astro
for
the
Maxis
Home
Fibre
Internet
with
Astro
B.yond
IPTV
service.
You
will
receive
a
bill
from
Maxis
for
the
Home
Voice
service.
In
total
you
will
receive
two
bills.
FAQ