This is how I fix Astro “We apologize for the service interruption” on-screen error message. I saw this message when my wife powered on Astro decoder just now to watch Anugerah Juara Lagu at TV3.
Since I seldom watch Astro, I don’t know what had happened but somehow managed to fix it with help from Astro. As you already knew, I terminated my Astro account years ago and somehow recently I activated Astro NJOI using the same decoder.
Here’s the full error message.
We apologize for the service interruption.
To resume service please SMS:
Astro RCO 0150 1302 5125 and send to 66688.
For Customers in Brunei, please call 151.Astro on screen message
As suggested, I send the message and they replied that my Astro account is active and connected. So, I called the customer service for further assistance but end up listening to the Back Street Boys song for 7 minutes.
Then, I contacted their Twitter account @Astroonline for help, luckily they replied within 5 minutes and I managed to fix the issue on the first try. The following is the method that works for me.
How to fix Astro “We apologize for the service interruption” error message
- Turn Off the decoder.
- Take out the smart card from it slot at the side of the decoder.
- Take a clean and soft cloth, carefully wipe the chip on the smart card.
- Insert the smart card into it slot at the side of the decoder.
- Turn On the decoder.
That’s it. These steps work for me. I think maybe the decoder has been turned off for too long and the smart card was left inside it.
However, there can be a few reasons if you’re seeing this error message. Below is what I found while searching for the troubleshooting guide on Astro website.
Other possible root cause
The error message can be due to the following causes:
1. Inactive account
To check for the inactive account, you need to send SMS to 66688. Type the following in the message:
Astro RCO XXXX XXXX XXXX (X is your 12-digit smart card number)
If your account is active, you’ll receive a reply per following:
RM0.00 Your account is currently active and connected. Please call us at 03-9543 3838 for any further assistance.Astro
If you have an inactive account, you need to settle the bill and request for a re-connection.
Anyway, I’d recommend you to not call the number as you probably will waste your time and money waiting for the operator to pick up. But if you’re bored and want to listen to the Back Street Boys song, go ahead.
2. Decoder been turned Off for too long
However, if this is due to your decoder being turned Off for a long period, you need to ensure that the decoder has the latest firmware. If it’s not, you need to force update the firmware.
As mentioned above, by wiping the chip on the smart card worked for me. So, I think maybe because of the smart card was left inside the decoder for too long.
How about you? Do you manage to solve the issue?