maxis fibre bundled with astro iptv
TRANSCRIPT
Frequently Asked Ques0ons
1
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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