I see...

As for the serial number and studd, you can also get it on https://selfservice.astro.com.my
Or look at the packaging of your PVR box.

same problem for me

my old PVR got problem yesterday fine today my library lost and say PVR functionality not available 

i already send fb complaint with screenshot

VOD also cannot access

i think astro trying force upgrade ultra box ???

i don't want ultra box due bad quality HD that i prefer old PVR 

checked stb diagnostic HDD Status Connected 

i already ask astro he said Astro technician to house but i haven't response

because i still scared lah my house we have videocond2h indian channel decoder

I see...

As for the serial number and studd, you can also get it on https://selfservice.astro.com.my
Or look at the packaging of your PVR box.

Never leave things to Astro and expect they will solve your issue ASAP. Their customer service is unreliable, and I wonder why am I not surprised to hear you experience such thing.
Their service is so bad till the point that when I see someone experience the same or similar situation like you, I feel that this is a very normal thing about Astro. It's already been for years.
And when that happens, what will they say? "We apologised for the inconveniences caused", and then next time same thing happen again.  and then apologise again, and the cycle repeats.

My advice to you? Unfortunately, you must manually follow up regularly with Astro to make sure everything is on the right track as what you expected.
Oh, they say it takes "48 hours to process", stuff like that? Ok fine.
But do mentally prepared that the issue won't be solved within 48 hours, and then they'll say "Oh, still in the process, still waiting for reply, still waiting for this and that nonsense."

In harsh words, today they say 48 hours? Then you tomorrow contact them again, ask for the progress of the case. They say still in progress? Then tomorrow contact again and ask.
Better is you contact them every single day until your case is solved. Otherwise, your case will put under the carpet and nobody knows. 
Customer to manually follow up their complaint cases, is customer's responsibility. 
If you find this troublesome, then no choice lor... Astro be like: There is always an option for you to terminate Astro services entirely, as long no outstanding contracts.

You can actually assume that the estimated timeframe they give you, are just to give you some sense of security. They're not committed to solve it within that timeframe also, but rather it's more like "best effort basis".
Their attitude is like "If can, then can lo. If cannot, then not my problem. It's the relevant department's problem."

Apologize...apologize...apologize...installation (Ultra Box) scheduled for 26.december.....nobody came, nobody call...!!! 

Last 3 days..."Issue has been escalated to the relevant team and you shall be update for any feedback received"
or..." Installer will contact you to arrange the appointment for installation". 

Until now no phone call or fix date for installation....

Yes you're right.

Contact them again, and ask will they be giving you PVR box or Ultra Box.
Kind, you say? 24 months contract applies lor, or penalty up to RM1600 if terminate within contract period. Yea, I think it's ok. Kind la.

I just called back today and now they've assigned a technician and gave me his phone number, they said he's supposed to call in by today but I didn't receive any call from him yet so they've suggested me to call the person. When I call, I got redirected to voicemail 🤦‍♂️

"Aiyooo... My job is so stress. So many customer wants Ultra Box. So many things are piling up my desk.
...Still need to call customer to arrange for date appointment? Aiya, simply assign one date and time la. If customer complain, let other department handle it.
...Boss want me to faster settle all outstanding appointment for the Ultra Box upgrade requests, so I simply assign whichever is available to get things done quick.
...I want to go home 😥😥😥 I miss my family and my bed."

I think that explains the mysterious date and time for the installation appointment, without your consent.
Haiz, I feel so sad for Astro laa...

If you're working in Astro and you're reading this (I dunno la, just guessing) and you feel stressed due to work related tasks, you got to voice out to someone you can trust.
Keep everything to yourself would worsen the situation in the long run, to both yourself and the company/department. Here you go, joshhd cares.

https://promotions.astro.com.my/details/online-starter-pack

Hmm...

What happen ah? If they show up and you're not at home (for example), then they'll just move on to next following appointment at other customer's premise, and then put a remark on their system that says "No one at home, no one attend to the installer."

Done.

If you're at home and they came unexpectedly, then your business lah. "You want them to proceed with the installation now or not? Since I came here already. If yes, then open the door let us in." 
"If you don't want, then your problem la. We'll come other time."

Done.

Any special indicator around the new PVR box, or the packaging?
That says it is a refurbished unit, or anything unusual?

What Astro told the public is, they have no more stocks for PVR box.
So the one that you got, is their reserve stocks? Reserve for existing users that wish to replace to new PVR box when their old PVR box is faulty or something? Hmmm

They give with the box or not?
Can see the side of box. Got printed manufacturing date (if not mistaken)

Take pic see..

Ouch. That "RDMT5"...
The R stands for refurbished 😓😓😓

There is a possibility that the hard disk is "recertified".
Recertified, also means, it was dismantled before from the HDD brand's factory, then checked and make sure that everything works fine and no errors, then assemble back, then give back to the end user.

I don't think Astro will issue brand new hard disk to the refurbished PVR box, since they wanna cut costs. After all, technically, the HDD's brand (e.g. WD or Seagate) will assure that their recertified hard disk will work just fine, and just like brand new, so don't need to worry too much about it. And it also has an additional warranty for it, but for how long, I'm not sure. Maybe just 6 months or so, but I don't think it will be many many years la.

So it depends on how you think about recertified hard disks lo...
When you use the refurbished PVR box and by the time when the hard disk goes faulty, that time only say lo...
So in the meantime, just enjoy your new PVR box.

If you worried that you'll lose the recordings, you can use Astro Go to "cloud record" your shows at the same time.

Btw how's the software? Is it the same software as what you got on your previous PVR box, or it's a brand new UI like on Ultra Box?

I see.
How's the responsiveness of the software? Is it as fast as the previous PVR box?

You mean they didn't take your remote control back?
Oh that's good to hear.

I mean, remote control are considered as consumable items.
I wonder what will they do to that remote control if the installer collect back. Sell to old newspaper uncle also don't want la...