KUALA LUMPUR: Astro subscribers may find several of their channels have gone missing and instead have a black screen.
This problem, according to an Astro spokesman, could be due to subscribers forgetting to leave their decoders on standby mode.
She said leaving the decoder on standby mode is required for the television provider to carry out its upgrading processes due to its recent migration from Measat-1 to the new Measat-3.
Standby mode is when the current time is shown on the decoder. The decoders should not be left with a channel number on.
Subscribers can, however, rectify the problem by fixing it manually with these simple steps:
PRESS the “Menu” button on the decoder, move the box on the screen downwards to “Satellite Signal” and press the “OK” button. The signal strength will be displayed.
CLICK “OK” to start downloading. If the “OK” icon does not appear on the screen, take out and re-insert the smart card and repeat the process.
AFTER downloading has been completed, check that channels previously missing have reappeared.
The spokesman said there was no need to get anyone to realign the satellite dish because the above steps should suffice. She said customers could contact the company’s technical assistance at 1-300-82-3838 if the problem persisted.
There had been complaints by some subscribers lately that they were not able to watch some programmes after Astro switched some channels to be broadcast on the newly-launched Measat 3 satellite.
Affected subscribers had also alleged they were asked to pay RM50 to correct problems arising from the shift to the new satellite.
Energy, Water and Communications Minister Datuk Seri Dr Lim Keng Yaik has since advised Astro customers to write to the Malaysian Communications and Multimedia Commission if they had been charged for the re-alignment.
He said it was wrong for Astro to charge its customers to rectify the reception problem that had resulted from its migration.