Reviewer Photos & Videos
Better than Click Energy
I had my electricity with Click Energy after them being recommended by One Big Switch.
They were bought by AGL, and a year ago my account was switched (pun intended) to AGL.
AGL have an Australian based call centre, and are helpful sorting out paperwork issues.
Click insisted on monthly instalments with a catchup in the 3rd month. AGL are happy to wait for one payment at the end of the quarter. Their rates are excellent (for me) and I can only recommend them highly
AGL has my home phone number, linked to another person's Electricity account (I am not an AGL customer)
I got a phone call before Christmas last year, from AGL on my home phone (landline) As this is an incoming call only land-line. As I don't get many calls on this landline (it has only been connected up as a way for myself to contact 000, should I have an emergency and no access, to my mobile phone etc) When I answered the phone, it was a recorded message from AGL, stating that (name deleted) owed them money, for an overdue electricity account and needs to pay this account, immediately. I went through the prompts, to get through to an operator (...it took ages) and told them, I was NOT an AGL customer and my name was not (deleted) and the need to delete my home phone number from their system. So, the CSO saids, sorry, yadda, yadda, mistake, we will fix it...........and so I thought, oh well, they have done what, I have asked them to do. But NO.........guess what happened today (Saturday) I get a phone call on my landline, home phone and guess who it was..........yes that's right, AGL, with a message for (name deleted) saying she has NOT paid them (x amount of dollars) So nobody took any notice of the information, that I passed onto AGL, stating that i am not (name deleted) and I don't owe them anything!!!
Horrible service very rude
Rude staff not willing to help and ridiculous policies do not go through agl horrible horrible.
Disconnection a nightmare
My builder signed me up with AGL when I built the house and it was a relatively straightforward process. However, trying to disconnect took me days. The phone number cuts out all the time and so does the chat. I have limited availability to sit on these things for long periods. At the end, I get guy on the chat who tells me off for taking too long and hangs up. I am now paying for someone else's gas use.
I am furious!
I installed solar changed my plan to solar savers with AGL and was happy. They then without my permission, changed my meter configuration to charge me time of use. Which I immediately contacted them, said I was not happy with the new forced plan but was told disregard the email it has not been changed. I was unable to view my current plan at the time. It kept saying error. I was finally able to view my plan after noticing how terrible my solar feed in tariff had been the past month, knowing something was wrong. Oh they did put me ...
Expensive, Cannot disconnect online
There is no online option of disconnecting the service. Had to do the online chat support and took me 2 hours in total. Such a waste of my time, this process should be 2 minute.
The agent responds so slowly and asks so many redundant questions. He tried to ‘retain’ me when I said agl is too expensive but then pointed me to the website and said that’s the best rate. Also it takes 3 business days to disconnect my energy which is 5 days including weekends, how is this acceptable?
If you go to Victoria energy compare, there are so many cheaper energy providers and I truely don’t understand why agl exist, extremely expensive rated and very poor service, what’s the premium for?
To the credit of Regan Baily
I was having a lot of trouble connecting my utilities and Regan personally helped me out with everything, replying super quick to emails and monitoring my entire connection, making it so easy Before this I had spoken to countless people and company’s before with little to no help, so this was really refreshing.
Use to be reasonable - have now become control freaks
AGL Insist on upgrading to a smart meter by 20the DEC- I do not want one- I opt out - they send an email that informs me that there still going to come around and "work on it". But they don't like coming around to "read" the meter(always giving estimates). I like the old ways better, I paid $400 for this solar fit meter, its in perfect condition. AGL you've shown your true colours- been a loyal customer for over 30 years. I'm outa here, your gone. Did anyone mention Alinta ?
Disconnection of services
Trying to disconnect my electricity and gas on the date that my lease contract expires and I plan to move into a share house that already has a energy provider already established, and AGL are making it very hard to book the date to disconnect my service. I cannot find anywhere online stating where to disconnect your services without contacting them, which I did and was answered by an operator after a few minutes. I tell him I am moving out and need to disconnect my services, for him only to say that his computer 'inconveniently' froze. To which I was put back on hold for 15 minutes until the call was then terminated. Awful service. Certainly will be looking for a different provider in the future.
AGL is a disgrace
Was Quoted a rate from AGL ,immediately after the cooling off period the rate was doubled claiming they did not have all the information - which was incorrect . They can't be trusted . This enormous price increase will have a detrimental effect on our business . I consented to change to AGL based on a quoted rate and it has been doubled . Dishonest and disgraceful. Will never recommend them
I wanted to pay a bill (which I got sent a bill for) but apparently I didn’t have a account with them. They stated that they needed to disconnect my gas as the bill was overdue (it wasn’t I was trying to pay it early) Online help chat was worse.
AGL sent me a bill 10 months after I had changed gas suppliers, saying I owe them $415. When I called customer service about it, they listened to my issue, then hung up on me. Three times. One of the agents even showed me a ton of attitude.
DO NOT join AGL, unless you want a headache for no reason.
I was on bill smoothing for about 3 years. Stopped that after hours online and on phone trying to get a credit refund of over$350 which was finally paid in $34 increments and subsequent payments going up. This increase made no sense as it would only increase my credit and I was obviously ahead every billing period. I decided the extra $ were better off in my bank. I have been paying monthly for about 3 months not choosing direct debit because their site warns this may incurr fees only to find I'm being charged payment processing fees anyway. My...last bill was around $83 which was paid before the due date only for me to find they adjusted it later to $103. The app says I owe $103. The balance on automated phone call says 0 balance. In the past customer service has been condescending and rude when I was seeking explanation about information published on their website after the consultant gave me contradictory information and refused to explain why what she was saying was different to what their site had published. They aren't transparent. Multiple times I've been given conflicting information, and sorting out issues has been a time consuming nightmare. Currently looking at to switch providers.
AGL IT billing flaw
After 20 years with AGL I'm looking for a more reputable company to deal with. If circumstances change & electricity use decreases AGL then tries to continuing recovering the same amounts. After meter reading and manual adjustment IT then overrides the adjustment & sends an inflated estimated bill. Currently AGL is trying to chase at least $700 I don't owe on my current account. Only 2 days after manually adjusting to $0.00 on basis of meter read the IT estimating started again. There's no way to sort it where you & they have a written record i...ts been raised. AGL also did it with an old account where I should be $150 in credit. I believed it was sorted out by phone and disconnection. Instead AGL stopped sending accounts, put it on my credit rating as a debt I owe, & sold its flawed estimate based on a tenant of a different owner of a building to a debt collector now trying to claim $11,000 from me.
AGL NBN Internet - Terrible product and support - would NOT recommend
In short if you don’t have time to read this – go with a local provider that has local tech support that can come to your property or provide a replacement modem if you have consistent issues, instead of a scripted “we’re really sorry” response.
I have had AGL internet connected in the Perth area for the past 12 months and I do not recommend this service.
I chose AGL internet as I have my gas connected with them and there was a discount on the internet of $15/month (I think?). Sounded good at the time, however 12 months on, the time that I ha...ve spent without internet and on the phone to their “support” team as well as purchasing a new modem, this discount doesn’t come close to covering the lost time and inconvenience. My issues over the past 12 month (across all devices - phone, laptop, tablets, smart tv, home security system): The NBN internet is slow, inconsistent, and regularly drops out and then stops working all together meaning that it might or might not connect to devices, but it doesn’t deliver any internet. Every time it completely stops working (approx. 1/moth, more often recently) I have had to call AGL and spend 2 hours (at a minimum) every time explaining the issue to a new technician while they change and reconfigure settings that the pervious technician didn’t try/do. It doesn’t appear that the technicians look in to rectifying the repeating issues long term, instead they appear to be working off a troubleshooting list and just trying their luck with different settings. I make this statement as I have been having the same issues consistently over 12 months. Sometimes its successful for a few weeks and then begins to slow down until it stops working again and its time to repeat this time-consuming troubleshooting process. Early in the contract when the internet dropped out, I just switched over to my phone hotspot (not ideal since I am paying for a service but it was more convenient for me)…because who has multiple hours to spend on the phone every time their internet stops working?? Having consistent internet became more important to me after my house was broken in to in September and I installed home security cameras with a receiver. I wanted to be able to monitor my home and feel safe. This is only possible if the internet works. This is when I started to contacting AGL more consistently about the issues. The troubleshooting remains the same and the internet remains just as inconsistent.
Questions & Answers
Off peak time
Hi Peter, thanks for reaching out. Are you interested in finding out about your meter's off peak times? If so, please send us an email with your account and contact details to email@example.com a member of our team will be in touch directly.
i just got bad experience with AGL , i just move to a house with my wife, first 3 moths bill come $122.00 , next follow months come $267 and next one $295. I complain and they reduce about $100 each but the problem is a headache call and wait , and take time to fix problem and explain , customer service not good at all the hand you up and when you call back have to wait and explain the problem again and again, i am not happy and i will move to other company for sure.
Thanks for taking the time to share your feedback on your experience with us - that isn't what we want for our customers at all.
I would like to look into your service issues to see if we can fix this for you. If you could please send us an email with your account and contact details to firstname.lastname@example.org a member of our team will be in touch directly.
I was getting a credit of about $250 a quarter last year, so about $1000 a year, until they changed the bill cycle to monthly. I then started getting bills on average of $20 per month, so over a year that’s $240. So somehow I’ve gone from $1000 in credit per year to $240 in debit with no explanation. My plan hasn’t changed and nothing has changed in my home.
After talking to a representative who told me it’s all the same and made me out to be stupid, I then spoke to another lady who gave me no explanation as to why I’m out of pocket about $1240 per year? Everything seemed the same as last year, apart from me getting a credit, I’m now getting a bill.
I wouldn’t even know where to begin except I would change companies.
Get an answer from our members and AGL Australia representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.