Maxis Fibre Bundled with Astro IPTV

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"OnKTheKGo"and"Video"On"
"Demand,"plus"highKspeed"fibre"internet"service"of"up"to"30Mbps"where"you"will"enjoy"faster"
"downloads,"enhanced"online"shopping"experience,"smoother"online"streaming,"lagKfree"gaming"and"
"more"by"Maxis."You"can"now"enjoy"the"best"internet"and"entertainment"at"home"and"onKtheKgo.""
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""
"setKtop"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"(proKrated"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"1
st
"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"2
nd
"box"(mulFroom)"will"be"charged"at"RM50"per"month,"and"you"get"the"same"lineK
"up"of"channels"on"the"2
nd
"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"AlKhijrah"(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"FreeKToKAir"(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:""
K Value"Packs"1,2"and"3"at"RM75"each"per"month""
K 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"lineKup"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"‘CatchKUp"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."
PreDSchool,–,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""
• CatchKUp"VOD"and"Astro"OnKTheKGo"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,CatchDup,VOD,
Q: *What*is*Astro*OnXTheXGo?**
A: "Astro"OnKTheKGo"is"our"latest"innovaFve"service"that"meets"your"truly"digital"lifestyle"choice"by"
"bringing"to"""life"a"nonKstop"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."
!VideoDonDDemand,(VOD)!–!Watch!selected!(tles!from!our!Astro!First!and!B.yond!VOD!library!
!through!!the!web,!SmartPhone!or!Tablet!device."
!Catch,Up,VideoDonDDemand,(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,CatchDup,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"
"OnKTheKGo,"you"will"be"able"to"access"selected"Astro"Channels"and"programmes"wherever"you"are.""
"And"with"CatchKUp"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,CatchDup,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"OnKTheKGo"+"Catch"Up"VOD"package,"you"will"be"enFtled"to"two"(2)"Astro"IDs"
"to"access"Astro"OnKTheKGo"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*OnXTheXGo?**
"A: !You"will"be"able"to"watch"your"purchased"Astro"Best"&"Astro"First"Ftle"in"the"“My"Library”"tab"on"
"Astro"OnKTheKGo"subject"to"content"rights"of"the"purchased"Ftle."
Q: "I*have*purchased*some*programmes*on*Astro*OnXTheXGo,*can*I*watch*it*on*my*TV?*
A: "Currently"only"movies"on"Astro"First"and"Astro"Best"are"available"for"purchase"on"Astro"OnKTheK
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"OnKTheKGo"(both"are"also"subject"to"
"content"rights).""
FAQ

18. AOTG,and,CatchDup,VOD,
Q: *Can*I*watch*live*shows/events*via*Asto*OnXTheXGo?*
A: "Yes,"but"only"selected"live"programmes"and"events"are"featured"on"Astro"OnKTheKGo."
Q: "I*am*an*Astro*TV*customer*with*AOTG*but*why*is*my*content*different*from*my*friend*who*is*a*
*nonXAstro*subscriber?*
A: "The"content"offered"for"Astro"TV"customers"and"nonKAstro"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,"K"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"nonKMalaysian,"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,"K"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"walkKin"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*OnXTheXGo?**
A: "If"you"are"accessing"Astro*OnXTheXGo"using"wifi"or"internet"via"Maxis"Fibre,"you"will"not"be"able"to"
"access"Astro*OnXTheXGo."If"you"are"using"mobile"data,"dongle"or"other"devices,"you"should"be"able"
"to"access"Astro*OnXTheXGo.""
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"nonKstandard"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"signKup"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"signKup"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"AlKhijrah"(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"AlKhijrah"(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"AlKhijrah"(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)"K"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"reKlocate"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"nonKstandard"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"(proKrated"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