Astro being installed except in red zones
Published on: Friday, November 20, 2020
By: Sidney Skinner
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Astro is striving to provide technical assistance during the CMCo.
Astro will continue to provide technical assistance and fulfil installation requests, where possible, from its subscribers in Sabah while the Conditional Movement Control Order (CMCO) is being enforced.

A spokeswoman for the firm said these efforts were being carried according to the stipulated standard operating procedures (SOPs).

“We are trying to maintain business as usual to cater to the demand for education, news and entertainment programming from families who are house-bound during the CMCO,” she said.

“Three quarters of our workforce in Sabah is operating and attending to customer queries, making sure that the proper SOPs are followed.”

She said the management was taking steps to safeguard the well-being of these personnel to prevent them from contracting the coronavirus.

“They can’t go into areas classified as Red Zones and are only allowed to deal with those in Yellow or Green Zones.”

Even then, the health status of subscribers in the latter areas would be taken into account, before installers were assigned to go down to their premises.

“We are monitoring the health developments in the State closely, with an eye to adapting our services to better help our customers.”

The spokeswoman advised subscribers to direct service-related queries to Astro’s WhatsApp number (03) 95433838, by sending “Hi”. 

“Alternatively, they can also send messages to our official Facebook and Twitter pages.”

She said the company’s call centre could be reached daily between 9am-9pm.

“Customers can also fill out a feedback form online at https:// www.astro.com.my/contactus/form.aspx).”

On the difficulties which a Kolombong subscriber experienced with her satellite service recently, the spokeswoman said this was due in part to a hardware problem.

For the past month, the resident had been unable to watch her favourite programme on one of the channels in her subscription.

She said the image on her television screen was out of focus on most occasions, while at other times no sound could be heard.

The customer provided Hotline with her billing particulars and the location of her home which were forwarded to the firm.

The spokeswoman said its technician was sent to the subscriber’s home on the same day that Astro was made aware of this matter.

“After checking the set up for her equipment, he determined that there was a problem with one of the joints,” she said.

“A new straight joint was put in place and her satellite dish was realigned, afterwhich the technician found that the playback on the affected channel had returned to normal.”

MICHELLE, who lives in Taman Kolombong, said she had wearied of trying to watch her favourite Hokien series.

“I tried everything to watch this progamme. At first, I tried turning my decoder on and off,” she said. 

“Later, I tried watching this show from the TV in my living room instead of the one in my bedroom.”

She said, no matter what she did, the playback from this channel did not improve.

“I switched on my TV one evening, at the end of September, to find that something was off with the quality of the image and sound on the channel.”

Michelle said she had contacted Astro’s National Call Centre several times about this problem.

“The staff who took my calls tried troubleshooting possible reasons for this occurrence. 

“At one stage, I was even told that what I was experiencing was due to bad weather.

“Despite these efforts, the irregularity still persists.”

Unhappy about these turn of events, Michelle contacted Hotline for help.


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