FAQ. 1.1 What is Astro IPTV with TIME Fibre Home Broadband?

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1 1 Subscription and Billing FAQ 1.1 What is Astro IPTV with TIME Fibre Home Broadband? Astro IPTV is a service that allows you to watch Astro Channels using a high-speed fibre internet connection rather than a satellite dish. This would enable you to overcome certain limitations such as the inability to access HD content in certain high-rise buildings. 1.2 What are the additional benefits that Astro IPTV customers enjoy? Astro IPTV customers enjoy an exclusive bundle discount of RM26.50 monthly when you sign up for Astro Super Pack + broadband services. As a premium customer, you also get to enjoy High Definition (HD) and Personal Video Recorder (PVR) recording services worth RM31.80 every month for free. You are also entitled to FREE Astro On-The-Go (AOTG) service worth RM10.60 every month. For more information on AOTG, visit How can I subscribe to this service? You can subscribe to Astro IPTV online at or call Alternatively, you may also visit any Astro Customer Service outlet. If you are an existing Astro customer, you can also subscribe via Channel Where is the Astro IPTV service available currently? This service is available in the Klang Valley and Penang. Find out if your home is in the coverage area by checking or calling for assistance. 1.5 What happens after I have signed up for the service? If your application is successful, we will contact you within 5 days of your registration to make an appointment for installation. We will also notify you if your registration is not successful. 1.6 Is there a deposit required? No, there is not. 1.7 What devices do I get once I subscribe to this service? 1 unit of Wi-Fi Router 1 unit of Optical Network Unit 1 unit of Astro PVR decoder and remote control

2 1.8 Is there a contract? The contract period is 24 months. Should you discontinue the service before the contract expires, there will be a penalty of RM100 per month for every remaining months. 1.9 How many bills will I receive? You will receive a single bill issued by Astro for both your TIME Fibre Home Broadband and Astro IPTV service Can I pay the advance payment of 6 or 12 months by cash? Is there an Auto Debit service? Yes. You may opt for Astro Auto Debit service upon sign-up or call at any point after installation. You can also sign up online at You will be billed for 6 or 12 months subscription fees if you choose to make an advance payment, which you can settle by cash, cheque, internet bank transfer, or credit card. Please see the full list of payment modes at or refer to the back of your physical bill. Please note that we do not accept cash upfront at the point of registration What will I see on my bill? Monthly subscription fees for Astro TV channels with complimentary HD and PVR service Monthly subscription fees for TIME Fibre Home Broadband service Monthly savings of RM26.50 if you subscribe to any Super Pack packages 1.12 How do I view my bills online? To enjoy the convenience of e-billing, opt for e-billing at the point of registration. If you did not opt for e-billing at point of registration, you can register for e-billing at When will billing for Astro IPTV commence? Billing will take effect once the Astro IPTV service is installed If my Astro IPTV service is activated mid-month, will my bill be prorated? Yes, your bill will be prorated.

3 1.15 Is there a number I can call to offer feedback and make enquiries? Yes, you may call our Astro Customer Service hotline at Multiroom 2.1 Can I have more than one Astro PVR decoder in one home? Yes, you will have the same line-up of channels on the second Astro PVR decoder as the main PVR decoder; and viewers can watch 2 different channels in 2 separate rooms at the same time. 2.2 What are the charges for Multiroom? The Multiroom service costs RM53 per month no matter what your Astro primary subscription package is. 2.3 If I do not opt for the Multiroom when I register for Astro IPTV, can I do so later? Yes, you may apply for it at a later date by calling the dedicated Astro IPTV hotline at Installation will take 14 days. 2.4 Can I have a third Astro PVR decoder in my home? The Astro 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 TV service at the prevailing subscription rates. Installation fees for Astro satellite TV service with Multiroom may be applicable, depending on the prevailing promotions and offers. 3 Product & Service Package 3.1 What are the channels available on Astro IPTV? The channels available on Astro IPTV include all regular/linear Astro channels and HD channels and a wide range of Video on Demand (VOD) titles. 3.2 What is the most basic content package I can opt for Astro IPTV? The minimum content package that you can choose is the Family Pack at RM42.35 per month, which has up to 50 channels and HD service where applicable.

4 3.3 What is available in the Video On Demand titles? Enjoy Video on Demand and Catch Up TV from our extensive library of videos with your Wi-Fi enabled PVR set top box anytime. Tune in to Channel 200 for more information. Additional charges may apply. 4 Astro On-The-Go (AOTG) 4.1 What is Astro On-The-Go? Astro On-The-Go is an innovative service that provides you with access to a wide range of programmes that can be enjoyed on devices such as personal computer, laptops, tablets, and smartphones. It allows you to enjoy TV Channels, VOD titles, Catch Up TV, and LIVE events. Please visit for details. 4.2 Can I access Astro On-The-Go on multiple devices using the same Astro ID? Each Astro ID allows access to only one device at a time. Please visit for details. 4.3 I am an Astro customer with Astro On-The-Go; why does my content differ from my friend who is a non-astro subscriber? Astro customers enjoy channels and programmes according to their package entitlements, while non-astro customers can purchase packages or individual channels and titles. To find out more about content availability, please visit 5 TIME Voice Home Service 5.1 Does Astro IPTV come with TIME Voice Home service? TIME Voice Home service is an optional service. You can choose to add on this operational service. 5.2 Do I receive a phone with the TIME Voice Home service? Yes, you will receive a free DECT phone with TIME Voice Home service.

5 5.3 Can I change my TIME Voice Home number? Yes you may, but the number requested should be in the allocated range of numbers from Suruhanjaya Komunikasi & Multimedia. It costs RM10.60 to change your number and you will be required to call TIME Customer Service at to fulfil your request. 5.4 Can I request for an additional phone line? Yes, you can request for up to two phone lines per TIME Voice Home subscription. 5.5 What if I want to terminate my TIME Voice Home service within the contract period? If you are subscribed to TIME Voice Home Basic service, you may terminate TIME Voice Home service at any time with no penalties imposed. If you were to terminate TIME Voice Home 10 Plan within the 24 month contract period, penalties will be imposed (prorated to the number of months left on the contract). 5.6 Who do I call if I need any assistance on TIME Voice Home service? You may call TIME Customer Service at for assistance. 5.7 If I do not subscribe to the TIME Voice Home service when I sign up for Astro IPTV, can I subscribe to it later? To subscribe to the TIME Voice Home service after signing up for Astro IPTV, please call TIME Customer Service at or subscribe online here. 6 Switch, Package Upgrade, and Downgrade 6.1 I have Astro IPTV with Maxis Fibre Internet package; can I switch to Astro IPTV with TIME Fibre Broadband package? If the primary broadband provider in your building is Maxis, the TIME Fibre Home Broadband with Astro IPTV package would not be available to you. 6.2 I m an Astro IPTV customer. Can I upgrade or downgrade my current TV or fibre internet packages? You can upgrade your TIME Fibre Home Broadband package to a higher speed without additional charges, however monthly package prices will apply

6 (10Mbps RM / 20Mbps RM / 30Mbps RM262.88). It is also possible to downgrade your internet package to lower speeds with an administrative fee of RM You can downgrade your Astro TV channel package but you would need to maintain a minimum subscription of RM42.35 per month for the Family Pack. There is an administrative charge of RM10.60 for each time you downgrade a TV package. 6.3 If I already have a broadband or fibre service from another provider under a contract, how can I enjoy Astro IPTV? To avoid service disruption, it is advisable to terminate your existing broadband or fibre service only after you have activated Astro IPTV. This can be done when your existing contract expires. Please be advised that you are responsible for terminating your existing broadband or fibre service, which includes returning the necessary devices. 7 Service 7.1 If TIME Fibre Home Broadband connection is down; would I be able to watch Astro IPTV channels? If the TIME Fibre Home Broadband connection is down, you would not be able to watch the Astro IPTV channels. 7.2 If TIME Fibre Home Broadband is down, would I be able to watch VOD programmes that I have purchased or the programmes I have recorded on my PVR decoder? You would be able to watch your purchased VOD titles provided they are within the validity period, and you would be able to watch the programmes recorded on your PVR decoder without interruption. 7.3 If TIME Fibre Home Broadband connection is down; would I be able to access Astro On-The-Go? If you access Astro On-The-Go using TIME Fibre Home Broadband, you would not be able to enjoy the service if the fibre internet service is down. If you access it using mobile data, dongle, or other devices, you will be able to enjoy Astro On-The-Go. 7.4 Would the TIME Fibre Home Broadband speed be impacted if it is also being used to watch IPTV? There are dedicated bandwidths for TV viewing and broadband internet connection. Therefore the internet speed would not be impacted even though someone is using the broadband connection and watching IPTV simultaneously.

7 8 Installation 8.1 What is the cost of the Astro IPTV installation? Standard installation costs RM318, which includes decoder installation. This amount can be waived if you choose to pay your monthly subscription fee via auto debit or make an advance payment of 6 or 12 months. The advance payment will be reflected in your first bill. For more information and to sign up for Astro Auto Debit service, visit or call *Note: We do not accept cash payment upfront for installation fee. The installation fee will be reflected in the first bill if applicable. 8.2 What does standard Astro IPTV installation by TIME cover? The standard installation fee of RM318 covers the first 85 metres of the cable (outside your home) from the nearest Fibre Distribution Panel to the point of entry, and the first 15 metres of cable (inside your home) from the point of entry to the Optical Network Unit. The installation provided is of standard specifications, which is defined as over wall with clip or PVC cable casing only. Any cost associated with non-standard installations such as over the ceiling, underground ducts, concealed wiring, and so on will be borne by the customer. Some minor drilling may be required. 8.3 How long does it take to install the Astro IPTV service? Astro will contact you in 2 to 5 days from your registration to schedule the installation appointment. Installation will take place between 3 and 14 working days. Please be advised that half a day is required to complete the onsite IPTV and Fibre Internet installation. However, variations do occur due to customers availability and the building management s approval for access. 8.4 What is the 10 business-days cooling-off period? How long do I have to wait for installation with this ruling? The 10 business-days cooling-off period is applicable to customers with monthly subscription fees that are equal to or more than RM318. These customers have the option of calling Astro IPTV hotline at to withdraw their application in the 10 business days following the registration date. If he or she does not withdraw the application during that time, the order will be submitted at the end of the cooling-off period, and installation will follow in the next few weeks. If you wish to install and activate the service earlier, sign on the Notice section in the Sales Registration Form to acknowledge your waiver of the cooling-off period.

8 9 After Sales Device Warranty 9.1 What is the warranty period for the device? The warranty period is 12 months for the Wi-Fi Router. For the Optical Network Unit and Astro PVR decoder, we will provide service and support for as long as you maintain your subscription with us. Depending on the problems encountered for these devices, Astro service technicians will perform the necessary on-site troubleshooting and replacement of the devices to minimise disruption to Astro IPTV service. 9.2 What if the device(s) is faulty within the warranty period? You may call our dedicated Astro IPTV hotline at for assistance and our customer representative will advise you if servicing or replacement is necessary. 9.3 What if I lose or damage my Wi-Fi Router and/or Astro PVR decoder? You may call our Astro IPTV hotline at to replace the devices. Our friendly personnel would be able to advise you on the price of the devices. 10 Relocation 10.1 What if I were to move to another home within my contract period? Call the Astro IPTV hotline at to request for relocation assistance. You will need to provide documented proof of your relocation such as a utility bill for the new house that is addressed to you at the new address. Request to relocate within 6 months upon of service activation will be subjected to a RM530 relocation fee Can I request to move the IPTV devices to another spot in the house? This is possible and the installer would be able to advise you on the cost of the extra cost installation after assessing your premises and request. These extra cost charges are to be paid to the installer directly. 11 Migration 11.1 I am currently subscribed to TIME Fibre Home Broadband service. Can I subscribe to the Astro IPTV service? Yes. To do so, you will need to submit the cancellation form to terminate your current TIME Fibre Home Broadband service and subscribe to the Astro IPTV service using a new

9 registration form. No penalties will be imposed. The contract period for the Astro IPTV service will be 24 months. To avoid service disruption, the existing TIME Fibre Home Broadband will not be terminated until the Astro IPTV service is installed What will happen to the devices that came with TIME Fibre Home Broadband service? You can continue to use the same Wi-Fi Router* and Optical Network Unit that was issued to you earlier, with fresh 12 months warranty. If you received a DECT phone previously with TIME Fibre Home Broadband service, you can continue to use it. *You will have a new Wi-Fi ID and password I am currently subscribed to Astro direct-to-home (Astro DTH satellite). Can I subscribe to Astro IPTV service? Yes, if you are an existing Astro DTH satellite customer and live within the Fibre Internet coverage area, you can upgrade to Astro IPTV service. Tune in to Astro Channel 200 to subscribe or online at You may also walk into any Astro Customer Service Centres. To find a location nearest to you, visit What will happen to my existing Astro decoder? You will be given a new Astro PVR decoder. If you have any recorded content in your existing Astro PVR decoder, we would not be able to transfer it to the new decoder, the content will be lost I have the Astro satellite TV service and I want Astro IPTV. If the monthly subscription fee for IPTV service is RM318, will I enjoy the cooling-off period? The 10-business day cooling-off period is applicable to all customers with monthly subscription fees that are equal to or more than RM I live in a high-rise building and I m currently subscribed to the 8Mbps/15Mbps/50Mbps/100Mbps TIME Fibre Home Broadband service. Will I be able to maintain my current speed if I switch to Astro IPTV service? No, you will not be able to maintain existing TIME Fibre Home Broadband packages. You will be transfered to Astro IPTV with TIME Fibre Home Broadband speed of

10 10Mbps/20Mbps/30Mbps. To check your coverage, please go to When I migrate over to Astro IPTV, what happens to my existing TIME Voice Home package with free minutes? The Astro IPTV service does not come with a TME Voice Home package. Subscribers have the option of subscribing to the new TIME Voice Home plan separately and retain the existing phone number. The existing free bundled minutes will no longer be available If I subscribe to fibre internet packages with higher speeds, will my monthly voice call credit increase? No. The monthly call credit is fixed regardless of the fibre internet package you choose How will I be billed? You will receive 2 bills in total.* One from Astro for Astro IPTV service and another from TIME for the TIME Voice Home service. *Only if you subscribe to TIME Voice Home Plan 12 Suspension & Termination 12.1 Can I suspend the service within the contract period? Yes, you can request to suspend Astro IPTV service by giving a minimum of one (1) month written notice. You shall remain liable to pay the full Subscription Fee for the entire billing month, all amount dues from you prior suspension and an agreed fee of RM106 will be imposed monthly for every remaining month of the contract How can I terminate the service? You may call our dedicated Astro IPTV hotline at to terminate the service. If you were to terminate the service within the 24 month contract period, you will be subject to a penalty of RM100 per month for every remaining months.

11 12.3 If I terminate the service, do I need to return the devices? You are required to return the Optical Network Unit, Wi-Fi Router, and Astro PVR decoder. Our installers will arrange to pick up the equipment from your home If I want to terminate the service and continue with Astro satellite TV service only, do I need to return the devices? If you had the Astro satellite dish installed, our installer will collect the Optical Network Unit and Wi-Fi Router from you. Your Astro PVR decoder will be connected to the central satellite dish so you may continue with Astro satellite TV service.