Different agent, different set of knowledge.
Try end conversation with that agent quickly (Ok, thanks, bye), and then connect to another live agent. Repeat this until you get a more competent agent that can assist on your enquiry. You can also try connect to different agent at different times of the day too.

Do share with us on the outcome.

Interesting
Do keep us updated on the outcome.

I just checked on my TV, and yes, I can confirm that HDR HLG is now back again on channel 805.
As long the Ultra Box detects that your TV supports HDR, then the HDR will enabled automatically as you tune to channel 805.
Currently, there's no option for you to manually disable HDR output on Ultra Box.
Since HDR is now back on channel 805, I guess they'll reply by advising you to check your TV again, or they'll probably ignore your email.

Because of their incompetent handling regarding this HDR matter, which caused so much unnecessary confusion and inconveniences to many people.....
I wonder is there anyone here who complained to Astro about not having HDR on channel 805 before this, and ended up getting replaced with a new Ultra Box by the Astro technician?
As long they arrange an Astro technician to come over to your house to drink tea to fix technical related issues (especially when the 1 year box warranty has over), then you'll have to agree either 12 month contract (ensure your Astro account remains active for the next 12 months, or else they'll clawback the RM65 technical service fee to your bill), or else you pay RM65 technical service fee the installer directly if you don't want any new contract.

If yes, I suggest you better raise this dispute to their customer service to revoke the 12 month contract that has been imposed on you (if have), or credit back the RM65 service fee on your next bill (if you paid directly to the Astro technician).

Basic channels on Astro (Primary Pack)
3) AEC
4) Iqiyi
5) Quan Jia
14) EGG

Movies
6) HBO
7) Disney hotstar
11) Cinemax

Sports
8) Sports packages

Chinese Favourites
1) AOD
2) Shuang Xing
9) Celestial movie
10) Hua Hee Dai

News & Documentaries
12) Nat Geo and National Geography
13) Animal Planet

Recommended option for you would be:
Premium Pack 1 (RM124.99 for 24m contract)

+ Chinese Favourites (+RM14.99)
+ News & Documentaries (+RM14.99)

Total = RM154.97 + 6% SST
Grand total = RM164.27/month (24 month contract)

Note: Separate add-ons (Chinese Favourites and News & Documentaries) does not have contract, which means you can remove them anytime you like.

All you need to know about the new Astro packs, are all here: https://forum.lowyat.net/index.php?showtopi...ost&p=105798853

Lol.... Your Ultra Box connected to the LAN cable, right?

I believe if you stream Netflix 4K, no issue, right? Only when watching live TV channel on Plug & Play, right?

Report this to Astro customer service, and let us know what they say afterwards. Or email them also can, and attach with your speedtest results to make it more convincing.

I'm curious to see how far will they go on this...

If you don't bother to dispute them by harassing their customer service, then they'll also don't bother to eliminate this issue, which I think they find this a trivial matters.

Seriously, in my opinion, this shouldn't be happening at all.

This post has been edited by joshhd: Nov 26 2022, 12:45 AM

I thought you're on Satellite?
GOPI56 Are you a Plug & Play user yourself? Or, have you tried out the Plug & Play mode on your Ulti/Ultra Box?

Let's say even if their CDN provider AWS Cloudfront gets congested like what you said, then what Astro can do to eliminate that issue for good?

Anyway last week, I called the CS again and they opt me to change to new smart card (sim card)
Seriously I don't think it's the SIM card issue.
But as long if they don't mention to you about contract extension or whatever nonsense one-time fees, then let them do whatever they want to do la.

Is it possible to switch the Plug & Play tag to Satellite in their system?
I believe it is possible. It'll be subject to their higher management's approval, I guess.
If you intend to switch your box operating mode back and forth between Plug & Play and Satellite modes, then you shouldn't have opted for Plug & Play upon sign up in the first place.

Or need to change the box if switch?
No need.

You use Ultra Box? Connect via LAN cable or WiFi?
Have you tried watching channel 805 continuously for few hours? Did you experience intermittent buffering that lasts 1-2 seconds, or loading icon randomly appear on-screen for few seconds when watching the channel?

Astro can deal with its content delivery network provider, Amazon Web Services (AWS) to increase its current network capacity to deal with congestion issues.
Is it expensive to increase its current network capacity to deal with congestion issues? How expensive is it?

By the way, you are using which internet service provider?
Maxis Fibre.

Ohhh...

Yes, I notice that I don't experience intermittent buffering when switches to streaming through Continuous Viewing or Live Pause feature. Because for that behaviour, they make the streaming latency about 1 minute late compared to satellite broadcast, hence it makes the streaming performance to be more stable (Technical: more headroom time for data packets that arrive late).

For Plug & Play users however, when they tune to a channel and watch/stream the channel as it is, they make the streaming latency shorter (<30 secs) compared to satellite broadcast. Due to that, it increases the chance of intermittent buffering to occur (less headroom for data packets that arrive late to the end user). Technically, this also known as low latency streaming.

GOPI56 For this case, in your opinion, what can Astro do to eliminate the intermittent buffering issue from happening due to low streaming latency?
Or even, achieve ultra-low latency streaming to make it just barely few seconds late compared to satellite broadcast without intermittent buffering under good/stable Internet connection on user's end?

I suspect because it's too tedious and probably involves lots of "red tapes" on their end to change from Plug & Play to Satellite in their system, so they'd rather take the easy way by telling you "No, you cannot change."

If there's anything you don't understand (especially technical things), you can ask here. Don't rely everything on their sales agents, cuz their priority is to earn your commission and achieve KPI, and not necessarily always advise you the best options possible. Not saying ALL of them la, but the way I see it, most of the salesman I see out there, are like that. It's a normal thing, I guess....

Because your account is tagged under Plug & Play on their system, and now you said you're getting "Subscription Required" message on certain channels when you switch to Satellite mode yourself, then I think they might sideline your case, saying that you are not supposed to be on Satellite anyway.

Aiyaa I tell you what... Try file an MCMC complaint that Astro refuse to change from Plug & Play to Satellite in their system, then I believe they'll take action.
https://aduan.skmm.gov.my

I remember there's this case where a dispute customer publishes his story publicly onto Astro Facebook page, together with MCMC report on it.

Similar story like yours, he thought Astro Plug & Play is an "amazing new product" but didn't dive too deep to know more about it. Upon sign up Astro, he wasn't informed that there will be streaming latency on Plug & Play of around 30 seconds to 1 minute compared to satellite broadcast. And their general T&C also didn't mention anything about it. And that's where drama begins.

He said that he's a live sports fan, and he is super pissed to see when his neighbours or friends around the world who watching the live sports via satellite, the football team scored the goal, while he only get to see the team scored the goal 30 sec to 1 minute later because he's on Plug & Play, which is an absolute killjoy to him.

I heard that eventually he got the higher management approval to convert this customer from Plug & Play to Satellite, without paying penalty whatsoever. And he agreed to pay some one-time installation fee to install the Astro satellite dish at his house, if I'm not mistaken.

So I think, maybe you can try something like that too.

Back and forth relays from Earth (stadium) to satellite, and then satellite to Earth (broadcaster/pay TV providers) here and there, it is normal to expect to have additional few seconds delay added to it.
I believe both Astro and RTM obtain the live feeds via satellite.
But I think what smileguy is trying to highlight here is, he notice that the FIFA live feed on TV2 appears to be faster than the ones we see on Astro channel 825/826, as he notices that the team scored the goal first on TV2, followed by Astro channel 825/826.

Continuous Viewing isn't available for 4K UHD channels. 🤷‍♂️
Mhmm... Could you explain more?

So what did you mention in the MCMC report? You mentioned about getting "Subscription Required" message, or streaming latency, or what?
And when they change your account to Satellite, did they say something about arrange technician to come install Astro dish whatsoever?

Anyone here notice there's a lip-sync issue on Channel 805?

The video appears few hundred milliseconds late compared to the audio.
Especially during studio interview, I notice the host's talking lips doesn't match with the audio.

When I tune to channel 825, the audio is fine (both Stereo and Dolby). No lip sync issue.

Long story short, since you're already on Satellite, then just stay on Satellite even when you upgrade to Ultra Box. Don't need to think about changing to Plug & Play.

Satellite one is still much more reliable than Plug & Play.

For Ultra/Ulti Box, you can temporary switch from satellite to Internet streaming whenever there's no satellite signal, so you can still continue watching Astro TV channels even during bad weather.


On the other hand, the only best scenarios you can consider Plug & Play is, you hate Astro satellite dish because it looks awful at your balcony, or because you stay in an apartment/condo that doesn't allow individual satellite dish installation, or your apartment/condo doesn't have centralise dish working.

Nope, it is optional to switch to the new packs. But of course, the CS agent will try to upsell you the new packs as you contact them.
Tell them you want to relocate, and the new address already has a satellite dish but it is not DCSS. Then they'll do the necessary arrangements.

On the other note:
If you are currently using Astro IPTV (Multicast), then you will lose access to IPTV Multicast service as you relocate to the new house, hence you'll be converted to either Satellite (applies to any Astro box models) or Plug & Play user (Ulti/Ultra Box only) in the process.

I think it's the same 🤷

Return or Recycle Your Astro Devices

https://promotions.astro.com.my/details/return-recycle