After service termination of your Astro Fibre service, we will call you via your registered mobile number (up to 3 times over 3 days) to schedule an arranged pick-up by one of our Astro agents. Our agent will then come to your doorstep, dismantle the devices for you and retrieve them.
Note: Upon termination of your service, customers are required to return their old Astro Fibre devices to Astro. Failure to do so will incur a fee of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit – if applicable) for each unit. All prices stated are exclusive of Govt. tax.
Frequently Asked Questions
1) I missed the pickup appointment;what do I do now?
You can reschedule the pick-up appointment by calling our agent directly, failing which the penalty of RM200 (WiFi Router), RM500 (Fibre Modem) and RM200 (Mesh WiFi Unit – if applicable) for each unit would be imposed. All prices stated are exclusive of Govt. tax.
2) Can I reschedule my pickup date?
Yes! You can call our agent back directly to reschedule the pickup date and time.
3) Do I have to pack my device(s) before handing it over to the Astro agent?
Our Astro agent will dismantle the devices for you. However, if your devices are already dismantled, please pack them in their original box/packaging if possible. If this option is not available to you, just hand the device(s) over to the Astro agent without any packaging. You will not be charged any fees if the original packaging has been damaged/lost.
4) Do I have to print anything or fill in any forms before the Astro agent arrives to retrieve the devices?
No, you do not have to prepare any documents before the pick-up appointment! If your devices are already dismantled, just get them ready before the Astro agent arrives to ensure a smooth handover process.
5) I have the Astro Fibre router, modem and mesh units to return, however, the cable(s) that come with them are damaged/lost; will there be any penalty fees?
No, please return your old Astro Fibre router, modem, mesh units and their respective power supply units (PSU). There will be no penalty fees if the cable is damaged or lost.
