How to fix Astro “We apologize for the service interruption” error message

How to fix Astro "We apologize for the service interruption"
How to fix Astro “We apologize for the service interruption” error message

I saw this message when my wife turned 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 I managed to fix it with the help from Astro. 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.

I send the message as suggested 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 in the first try. The following is the method which works for me.

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How to fix Astro “We apologize for the service interruption” error message

  1. Turn Off the decoder.
  2. Take out the smart card from it slot at the side of the decoder.
  3. Take a clean and soft cloth, carefully wipe the chip on the smart card.
  4. Insert the smart card into it slot at the side of the decoder.
  5. Turn On the decoder.

That’s it. These steps works for me.

However, there are few reasons if you’re seeing this message. Below is what I found while searching for the trouble shooting guide on Astro website.

Possible root cause:

  • Inactive Astro subscription
  • Astro decoder been turned Off for a long period of time

First, 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 assisstance. / 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.

However, if this is due to your decoder been turn 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. You can find out the detail on Astro website here.

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