AGL Mobile Questions & Answers

Hi Martin, To activate or deactivate international roaming for your mobile service, you may log into your My Account or AGL App and select Mobile Settings, toggle international roaming, then click apply and save. If you need more assistance, please call our help line on 131 464 Mon-Fri 8am-6pm

Warm regards, AGL Telco

I used my own number, the only time I don’t have good service is when I go into an area where mountains are around me ( in a gully) which I’m ok with, other than that the service is ok,

AGL uses Optus so if you get a good signal with Optus in your area it should be fine. We are far away from you so cannot tell.

Hi Frank,

Unfortunately, we do not do test runs, if you are wanting to join us you will need to port your mobile number over. You can see our coverage here: external link 

Hi Sandy,

I am very sorry that happened to you whilst you were overseas last year.

Unfortunately, we still do not allow roaming on any of our services. We recommend buying a sim in the host country on a pre-paid basis.

Travel safe! Harley

Hi Harley Thanks for the speedy answer. Thats a real shame - it means I wouldnt be able to access internet and mobile banking while I'm overseas because my bank logins require sms verification, which I wouldn't receive if there'sno service. I'll have to change to another mobile provider before I depart. Cheers Sandy

Hi there,

Does AGL have any update on when roaming will be available? With almost everything requiring 2FA this is becoming very inconvenient as an overseas simcard would obviously not be able to receive your 2FA authentication SMS messages

Good afternoon, KEJ.

While we are hoping to offer this feature in the future, unfortunately, we don't have a date for when we can offer international roaming at this time.

Kind regards, Matthew.

I'm heading to the USA next year, Telstra network and even Aldi-mobile does international roaming, this will be inconvenient for SMS verification.

Hi Matthew, is there an indication of what month next year international roaming will be available, as I'm considering moving over to a Telco that does provide international roaming? I was with Aldi Mobile previously and they provided it. I might just move over back to them, and then swap back when I get back from overseas. Are there any swapping limits with telcos? Thanks Mick C.

Hi Mick! Thank you for reaching out. We unfortunately do not have a timeline for the roll out of international roaming. Your plan would work well. You can change providers as often as you wish, just making sure that any other provider you choose doesn't have any contracts to lock you in, that you may break when you port back to us upon your return from your holiday.

Enjoy your trip, safe travels!

Kind regards, Harley.

Hi John - sorry for the call queue delays. Please let me know if you need any further assistance with your mobiles. Thanks, Nicole

Sorted thanks Nicole

Yes that's me who typed that. I typed that. I am angry. Please cancel that bill. I've asked my Part-time Carer to come here tomorrow so he can help me talk to you. I would rather see you fix it now or I will keep typing and let the world know what you've done.

I am Carla Smith deaf and disable and wrongly charged $120 by AGL Telecommunications. Please correct your error. Not paying you a cent.

Why repetitive?

Dishonest AGL TELECOMMUNICATIONS.

Hi Carla, I am sorry to hear that you no longer to be with us. Due to recent changes in the Telecommunications Industry, customers are required to complete a verification process when contacting us. Unfortunately, we are not able to complete that process over this platform and I am only able to assist with general enquiries. Please call us with your carer as you have advised in your message and our team will be more than happy to assist you with the cancellation of your account and to discuss the bill amount that you have received. Regards, Darian.

OK. I'll be quiet for now. My Carer will be here with his mobile phone. Everytime you need a second verification through his mobile, he was not around to give it to me quick. I got sick of all these verifications. Just make sure that the bill amount is now NIL. I don't want trouble. Just be honest and fair with me. He said he will be here approximately 9:00 am tomorrow 2/12/2022. Thank you, Darian.

Darian, I am no longer with you the very day I mentioned that I am staying with Dodo. That very day my account with you had been cancelled. No communications with us. No Modem connections, no phone calls made. Then suddenly a BILL for $120. How dishonest!!! I would never do that to any Customer especially to a disabled person and deaf. You should be considerate and understanding not not taking advantage of them. No point discussing the bill to my Carer. Just let him know you've cancelled that already just to be fair with me. If you cannot do that, I will not stop questioning you and letting everyone know. I mean it.

Dear Darian, I still have this Special Offer leaflet sent to me as a Senior Card Holder, offering $100 for electricity only. and other $100 if I have gas. I have no Gas in sign up credits when I switch to an AGL Seniors Plan which I did. You see I do not have to join the AGL Telecommunications, so let us just continue with my Electricity deal with you. I am happy with that. I am still expecting the $100 bonus for the electricity switch that's why I left Energy Australia. Please do the right thing with me and I will do the same with you. Thanks.

Dear Darian, I need your phone number for tomorrow when my Carer is here in regards to the bill of $120. to discuss. What's the quickest way to contact you? Please type your phone no.

Hi Carla, I apologise for the delay in my response to you. I do hope that you were able to get through to our team for assistance with this enquiry.

I mailed you a letter last week in regards to cancellation of my AGL Telecommunications and the credit of $120. I've mentioned I am continuing the Electricity with you as originally planned, and will be a good paying customer with Electricity only. Please send reply by mail to me. You know my address and where I live. Don't bother ringing my home phone, as I couldn't hear, and my part-time Carer don't want me to use his mobile phone anymore. I am with Dodo only with my telecommunication as I never had problem with them, never been disconnected and always honest with me.

No problem, Carla. Once our team receive your letter they will address your account from there.

Thank you.

I do not believe this is an available service from AGL mobile.

Hi, I can confirm that call forwarding is a service that is available for you to set up. The charges will come under your plan inclusion as long as it is what is included in your plan (for example calls to mobiles or landlines). Any call types that are not usually included will be charged on top of your plan fee. Regards, Darian.

Thanks for your reply. I can't even get a proper reply from my chat session from my AGL app. How silly is it to have a chat facility but have to wait for 30 minutes for a reply by which time it's after 5.30pm so it's off until the next morning which happens to be Sat, then have to wait until Mon. Although I am an AGL elect/gas customer I am hesitant to convert my NBN to AGL even though the prices are competitive. I am worried that if it plays up, it will takes days and weeks to resolve.

Hi, Our team will work hard to get your service up and running once they are aware you are having issues.

Hi, If you have contacted our team about this issue, it means they would have lodged a fault for you. We do advise a fault can take up to 72 hours to be corrected. If it hasn't started to work already, it should very shortly.

Nothing has changed yet so it still isn't fixed. If it isn't fixed by 4 pm tonight, because that's when your service team go home regardless of the issue, I will terminate the contract and lodge a complaint with the TIO.

Hi Graham, Please ensure that you also reboot your device throughout the day. This is turning the phone off, taking the sim card out for 5 minutes, placing the sim back in, and turning the phone back on again. This will ensure that any changes that are made on our end load on your handset.

You are right. It's all working now. I did have excellent support from both Keisha and Mantu from your Mobile Division who set me straight and followed it through to the end. Is the issue with my SIM as a one off or will it happen if/when I transfer my wife's mobile over to AGL?

I will wait a month before adding a review regarding AGL mobile. If I did it now it would a 1 and that would be only that because the 2 people who helped me. Over the next month the rating will/should move up the scale depending on the service and support.

Hi Graham, I am so glad to hear that the service is now up and running for you. This issue does not happen to everyone who transfers their service over to us.