AGL (Telco)

Complaints

The internet is much slower (150mbps download speed) then promised

An account for an AGL NBN that i did not create has been forwarded on to Credit Corp for collection. Someone has used my name to set up an account, not paid for that account, and today i was called by someone at Credit Corp advising i owe over $1000 . I have NEVER had an account with AGL

To whom it may concern. I recently contacted your office in relation to a bill period : 13 May 2023 to 7 Aug 2023 i received totaling $1,184.71 which appeared excessively high compared to my previous and later usage charges. One of your staff related to me that the reading was a "guestiment" as the person reading the meter was unable to read the meter which i found strange as this has not happened previously to my knowledge. Your employee was suppose to look into it and call me back. That call by him was never received. Could you please correct this situation and notify me . Rick Colvin 55 Oceanic Drive, Warana 4575 QLD ACC No 7068 615 801 NMI QB019870718 9 Aug 2023 Thankyou

I joined AGL in March/April 2023 and selected a basic broadband plan. I quickly realised that I needed a faster service so agreed to have a FTTP connection established. The cabling was completed very quickly but ongoing delays related to AGL connecting the house to the broadband service, false promises, lack of coherent customer support, no ability to address my concerns in email led me to contact Telstra on the 9th of October. On the 10th of October my service was switched to Telstra and has been active since that day. I am now receiving text messages from AGL requesting payment of $356.00 for a service that they have never provided. And I am still unable to dispute the invoice because all communication is done online via a chat window or through text messages that do not have a reply function. My last interaction with AGL was AGL advising that I had not notified them of the change over to Telstra and that I am still owing the amount.

Hello I am very unhappy with the ongoing terrible experience of trying to get an internet connection at my home via AGL. As of this morning there appear to be THREE internet applications happening concurrently. I have attached the screen grabs with relevant ’service numbers’ below. In rough order of events. Recently NBN technicians installed fibre optics in a street pit to the left of my driveway, and the technician whom I engaged in conversation advised that this was indeed, Fibre to the Premises. Subsequently, I checked the AGL website search engine to check if my property, 14 Heulan Court, Reedy Creek, QLD, 4227 could get FTTP rather than just the FTTN (which I have had with Telsta up until about 2020 when in frustration at the slow speeds, cancelled and went to Starlink, which I have to this day). AGL's website said my address could get the FTTP Fibre Upgrade, and so Monday last week, the 5th of February, I rang AGL and spoke to an Amrit in sales where we spent about 45 minutes building an electricity and internet bundle, with the internet component being the fastest $109 Ultra option. A day or two later, having received only a confirmation of the electricity service and not the internet service, I queried why. I was advised by four people, after a number of reroutings (Satchin, Yolanda, Mel and starting with Rojen in Escalations - but only electricity escalations as there is no complaint number for Internet services, that I would have to start the internet application again as Amrit had not lodged my application. I then reapplied and put a second application for internet in place. Unfortunately this failed as despite my pleadings to the sales team, your database incorrectly lists my Lot number 44 as NUMBER 12. This is my next door neighbour. So it took a day or two for this problem to become evident in the AGL app, which in the meantime has the electricity service that I never wanted as a singular service anyway - just bundled to save money, with the Internet connection. So I found that the internet connection had spontaneously been cancelled. Someone must have decided that they would cancel the application as they couldn’t reconcile the information from me “I’m number 14 and NOT 12, despite your old database having only the old Lot 44). So in desperation I rang AGL, spent some time with the resolutions team who put me through to Miguel, who was very thorough, verified through the National Database (his words) that I do in fact reside at 14 Heulan Court, and redid the application. All seemed well. Until, last night my app showed no less than THREE INTERNET APPLICATIONS FOR 14 HEULAN COURT! All with different SERVICE NUMBERS (whatever that means) and this morning (the following morning, with no text or advanced warning) Finally, and a sign that these errors will start to impact on people other than myself, a confused NBN technician turns up at my home in his van (I am at work and answered his call on my internet intercom - luckily serviced by Starlink) on the instructions he has to SERVICE MY EXISTING Fibre to the NODE connection!!! This is a complete balls up and reflects so many internal problems in AGL Internet as a reseller of NBN. Please help me. Yours faithfully Ivan Rostas 14 Heulan Court Reedy Creek. QLD. 4227 ACC575646

My electricy bill has increased dramatically with no meter reading or reason here are my bills 3 months $649 1901kwh 1.5 months $622.23 1820kwh 1 month $404.10 1182kwh

I can not access my wifi internet on my devices in my home. The internet speed is only 5mps yet I am paying for 100mps. I have rung up a few times to get customer support, but they don't help

I was paid my credit of overpayment on 9 April and now it's 24 April and was originally told 19 April eta of payment. I have not been given any proof that payment has actually been refunded just a note on my bill that it was refunded on 9 April. I really need these funds as it's really put me out and into more debt as I've had to borrow from the lengthy wait I have had to do for this refund