"The worst experience of our life…"

The worst experience of our life changing from lyca Mobile services to agl... I wish could give zero stars... Still our problem not been solved since week... We dont receive calls or sms from other network providers.... family members and friends call us via Whatsapp...
I don't know how they are running these companies....

"Not too msny problems"

Not too msny problems. Staff delightful

"Great deals!"

Great deals!

"Informative app"

Connections were done on schedule, and the AGL app provides easy access to all services (elec, gas, mobile). The app shows solar feed-in, and for gas allows meter readings to be entered for projected bill calculation.

"Changeover from one home from another…"

Changeover from one home from another was seamless

"Fake solar"

If I could give less stars I would.

I have been an AGL customer since 2018. In October 2023 AGL randomly decided that solar had been installed and my property and changed my rates to include a solar tariff and backdated them to March 2023.

I immediately called them to query the rate change because there is no solar at my property. This call started an 8 month process and it's still unresolved now.

What transpired over the next 8 months included:
- Told me that the email had been sent in mistake and deleted my online profile
- Telling me that they had confused my property with a neighbours
- Unable to explain why solar had been included
- Reinstated access to an online profile but deleted all bills dating back to 2018
- Account costs fluctuating daily to include or exclude solar (including the system)
- Blamed the installation of a smart meter in February 2022 for the change to adding a solar tariff in October 2023
- Extremely high billing from March 2023 to October 2023 when the matter was raised.

From October to December 2023 I tried to resolve the matter directly with AGL before I finally escalated to the SA Energy and Water Ombudsman.

In December 2023, AGL offered me a $400 credit to mark the complaint as closed. However, at this time:
- There was no explanation for how the solar was identified and applied
- All bills dating back to 2018 had not been returned
- Accuracy of the billing was still unclear.

Fast forward to June 2024 and the matter has been through a six month investigation. In summary
- AGL received a false reading of a negative flow in September 2023 and deemed there to be solar at my property.
- No confirmation of solar occurred before they applied a solar tariff.
- AGL picked an arbitrary date of March 2023 to backdate the solar to.
- There was no documentation for this decision hence why it took 8 months to understand what happened.
- Bills dating back to 2018 still have not been reinstated.
- Billing since the issue came to light has dropped to $900 a quarter compared to the $1500 and $1200 bills during the period of alleged solar (March to October 2023).
- AGL offered the same $400 credit as in December.

During the last 8 months I have dealt with the rudest, most incompetent, and completely inept customer service. They have completely failed to meet their Customer Charter and absolutely have not met their commitment to resolving issues.

I cannot believe a company worth 6.87 billion dollars has made my life hell for 8 months, and has taken no steps to resolve the issue.

Would not wish this on my enemies.

"Energy okay, internet appalling "

Energy is okay, internet is terrible. They just neglected to order my NBN unit when I clearly stated I needed one ordered, so only after two weeks of waiting and a two hour phone call I finally got the lady to admit that it was a fault on their end. The lady i had spoken to had never confirmed with NBN that there was no unit at my house despite the phone call being about that very topic, so my order was left sitting stagnant for weeks! Very frustrating because I am a uni student had to pay so much money for extra data. After another hiccup talking to a different person I was assured by both of them I would receive a credit, however I could not apply it until I got my first bill. Upon getting my first bill I was informed that they do not apply credits for that kind of thing, and got no compensation.

Every internet bill I have gotten has been the wrong amount and every time I call they say they will fix it for future bills, and then the next bill I get is wrong again. Finally fixed today apparently after numerous phone calls. I cannot recommend strongly enough that you get your internet from somewhere else!!!

"Deliberately misleading company"

AGL have a deliberately misleading practice which allowed them to overcharge me for electricity. I was signed up for their Solar plan, but I discovered that they didn't charge me the published power charge for the Solar plan, but a 'secret' plan that isn't published - which is 10% higher. Their chat rep confirmed this practice eventually. Sounds illegal? Seems like one has to check every bill thoroughly and change companies every few months.

"Exactly why we should be "

Good service

"Had a few hiccups and hopefully they…"

Had a few hiccups and hopefully they can improve. I’ll update this after being with them for a while.