WE refer to the problems with the Astro programme feed experienced by A.G. of Sungai Petani (”No reason for this measure” — NST, Jan 18).

We would like to advise all customers to leave the Astro decoder on standby mode at all times. This is to enable the smart card inside the decoder to continue receiving the content the customer has subscribed to.

If the Astro decoder is switched off for a long period, the smart card loses access to the customer’s entitlement according to the packages he has subscribed for. This forms part of the security measure of the smart card.

Should this happen, the customer should switch on the decoder and wait 30 minutes to allow the smart card to be updated.

If this does not work, the customer is then advised to contact our customer service at 1-300-823838 so that we can reactivate and re-instate the customer’s entitlements.

We have explained the situation to A.G. and advised him to leave his decoder on standby mode.

Source: NST – January 29, 2008