Which Astro package you're on now? If not sure, check your Astro bill or logon to https://myastro.astro.com.my/
I remember they are having a campaign where selected existing customers eligible to upgrade to the new box, either would it be free installation or not, or has contract or not, it depends on which Astro package you're on now.

The current Astro box models are Ulti Box and Ultra Box. Both has built-in WiFi.
The biggest difference between the two is, Ulti Box is smaller and supports max 1080p, Ultra Box is slightly bigger and it supports max 4K UHD (2160p) resolution and Dolby Atmos.

If you still want to continue using Satellite, make sure you specifically tell that agent that you want Satellite, not Plug & Play.
Otherwise, they might select your box upgrade installation method as Plug & Play without telling you.

Yes.
And you want 4K UHD also, right? Then remind them that you want Ultra Box, not Ulti Box.
Then the agent will advise you accordingly.

no need to upgrade to ultrabox 

because i'm still using the 1st gen byond decoder box and i dont see why i need to upgrade to ultrabox , who knows maybe later i will upgrade , will see 

If the Ultra Box is on satellite mode, then it has to be connected to satellite cable to receive live TV channels.

Whenever the Ultra Box detects no satellite signal (e.g. you bring the box to other rooms that does not have satellite cable connection, or heavy rain outside), you will see this everytime you change channel:

You'll need to press Switch Now, then it will load the channel via WiFi (Internet streaming).

However, as long your Ultra Box is connected to WiFi (Internet), you can still stream On Demand content and cloud recordings via My Library page as usual, regardless on where you bring the box to (as long within Malaysia, of course).

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Or, if you don't like to manually toggle it like this every time when bad weather occurs or you bring to some other room that doesn't have satellite cable connection, or you don't want this weather interruption to interrupt your TV viewing ever again, and prefer it to go 100% Internet streaming and throw away your satellite dish, yes it is possible. You can go for Plug & Play mode for your Ulti/Ultra Box.
But I must remind you that the reliability and overall experience of their Plug & Play (Internet streaming) service isn't going to be exactly the same as what you can get today from a satellite dish reception (put aside the weather interruption).

Which Astro pack you're on now?

Do note that due to the nature of Internet streaming (Plug & Play), there will be a streaming latency of up to 1 minute compared to watching the channel via Astro satellite dish.
Which means, imagine your friends or neighbours watching the live football match via Astro dish, and the team just scored a goal, but what you see on TV, the team stull haven't score a goal. You would have to wait till about 1 minute then only you see the team score a goal.

If you don't mind that streaming latency with Plug & Play, then you may proceed with Plug & Play. Otherwise, tell Astro technician to lay a satellite cable connection to 2nd floor room (you'll need to pay the technician for workmanship).

Also, tell Astro customer service agent that you want the Satellite mode installation rather than Plug & Play. If you don't say anything, they'll give you the Plug & Play option by default.

Wait... Are you on legacy pack or on the new Astro pack?
How much are you paying for your Sports pack? If not sure, can refer your Astro bill, page 3.

Smart Card Error? Have you tried refresh smartcard by yourself?

Not only you kena.
There are some also kena with Smart Card Error.

Usually after installation, technicians/installers will have to call Astro HQ for activation. Usually it will just take about 2 hours (well that can be instantly just like they cut the service  ).

confirm smartcard crash on DB site, same with me last year, mine is 2 weeks, and get discount from ASTRO

Not only you kena.
There are some also kena with Smart Card Error.

If I were you, I will cancel the order before get into a 2 years contract.

Movie rentals will be added to your Astro bill.

the rental will be added into the monthly bill plus 8% SST.
You shouldn't let go the old decoder if the new box is not activated.
You have no leverage on the installer to follow up to activate your new box.

i press home,
if background still play, it use satellite,
if background stop, it use internet

Eh??  :confused:
Based on what you described, I remember that time smileguy shared this:
It's one of Astro's winback campaign, where I believe how it works is, they lure those old customers who have some outstanding balance in their already-closed-for-years account, to just clear off all the outstanding balance by paying RM40, and then allow them to start fresh as new Astro subscription account.

Could this just be a mistake or is someone using her number to sign up? When I go to Astro website and enter the Astro ID number which was in the WhatsApp msg the account name was not hers name and the bill was rm300 in the red..
RiriRuruRaraSince you said that the account name in that WhatsApp message is not your mum's name, then I suspect it's likely your mum's current mobile number is actually been recycled before.
Meaning, before your mum owns the mobile number she's using now, long long time ago it was actually belong to someone else before, and that "someone else" was an Astro subscriber and that mobile number is registered in that account. But that "someone else" somehow got that number terminated (no longer used), and then the telco recycle it to new customers to buy that mobile number, hence your mum unknowingly buy that mobile number.

Is your mum using prepaid plan? Is the mobile number (SIM card) recently bought?

The issues above leads to a question,could this rm40 offer real or a scam, infact yr previous account balance remains but you pay rm40 for new account?