I've paid for the "fast" internet but am now only getting 2-3mb/second and it's incredibly slow. So slow, that I struggled to get in touch with AGL support.. When I was finally able to send a message, their customer support said that they are not currently taking any messages regarding internet.
I tried calling and after spending some time with an automated messaging service, the message service says to call back at another time.
I hope I'm not locked in for a year. If anybody knows how to get out of their contracts, please let me know.
Hi John, I had a similar issue with AGL internet. I was paying for 100 mbps and only getting 17mbps. I could barely load any videos/ websites. I called their tech support and was told that it was my wall outlet, as I knew this was not the problem (my internet was working it was just slow, if it was the wall outlet my internet wouldn’t be working at all) I then called back and got a different person who told me that my modem was the problem and that I needed to call Telstra. I know that neither of these components are the issue and really it is because it’s school holidays and all the kids are home and more people are using the service, that is the reason for the internet being slower. In which case it is AGLs responsibility to adjust people speeds as we are paying decent money for higher speeds. I resolved the problem by leaving AGL and going back to my old internet provider superloop (I highly recommend them) as soon as I switched providers my 100mbps speed was back and I didn’t remove any wires or do anything AGL told me to do as I knew they weren’t the problem. When you switch providers they will cancel your current connection automatically if you’re not under contract.
Hi John,
We are sorry to hear about your slow speeds, I have sent you a private message in regard to this.
Kind Regards, Hannah
What are the ISP and IP address settings supposed to be? AGL isn't in the drop down menu of available ISP's.
Good morning, Mitchellmcbride26. The ISP is 'Other'. The IP is dependent on a few factors. What modem are you using and what is your connection type? If you can connect with our tech support team, they will be able to guide you through the setup. You can reach them on 131245 every day from 8am to 8pm.
Sincerely, Matthew.
I'm still not getting a internet light. I can't call because there is network maintenance in my area. I can barely get on the internet with my portable broadband device. The previous tenant had Optus internet in the same plug and Foxtel. I was told yesterday that NBN is connected to the house, but nothing that socket.
There is only 1 socket in the house. I've pulled the carpet up looking.
I was also told yesterday I need a new connection socket installed, despite NBN being connected and the previous tenant had Optus plugged into that socket.
I have to organise someone locally at my own expense.
I also got my bill yesterday. I'm being charged from Friday.
Good morning, Mitchellmcbride26. We also have a chat feature on our website that you can use for support if you are unable to call. You can check your address on the NBN portal external link . We arrange for any new installs that are required to get you connected at no expense unless it is the first time your address is being connected to the NBN network for which NBN charges a one-time New Development Fee of $300, but that doesn't sound like your situation. If we've charged you from Friday, then that must have been the date that we have been able to get you connected. We only charge from the connection date.
Kind regards, Matthew.
Does the AGL internet NBN 250/25 supply me with an email account ?
Good afternoon, Davidlodge. We do not provide you with an email address, but you will be able to use your emails with our internet service. You can make an email account by searching for that email domain and signing up. Search Gmail, Outlook, or Hotmail for example to create your own email address.
Thank you, Matthew.
Hi,
I rushed into signing up for a FTTP internet plan with AGL. I'm only on a Disability Pension and didn't realise I cannot afford it. I would like to cancel my order please. I tried messaging AGL through their chat but unfortunately they left me with no reply for 1 hour, twice.
Hi Yeah,
Im sorry to hear about your circumstances,
Please call 131 245 Mon-Fri 8am-6pm so we can withdraw your order,
Thank you, Warm Regards AGL
I just rang 131245 and spoke with someone and they said they're cancelling my account. But what if they don't cancel my account? And they just palmed me off like in the agl messages. I didn't get a confirmation email
Hi Yeah,
I have sent you a private message.
AGL
Why there are so many crumpy customers here on the forum. I wanted to switch my internet but after reading this I have to look elsewhere now.
This is purely based on my experience and they might have better bandwidth on other areas. Their NBN is probably okay if you mainly just use it while working from home, but if you want to enjoy a tolerable connection on peak hours, you might have the same issues. Plus, it's very difficult to get a hold of their customer support.
I didn’t have trouble getting hold of the tech support, but they would tell me I wasn’t experiencing issues when my internet was consistently dropping out. I bought a new router and still had issues. Many other people in my area were fine, so I assumed it was AGL. Spoke to friend who also uses AGL and they had the same issues. Glad I switched!
How do I get agl internet
Hi Anne Marie,
You can sign up on our website or over the phone at 13 12 45.
Kind regards, Natasha.
This is pathetic internet it's a constant drop out it started working fine until they said they were going to upgrade it and since then it has never worked properly!!!!
Hi Hunter,
I am sorry about the experience you are currently facing with your NBN service. I have messaged you privately to get this one investigated.
Kind regards, Natasha.
Why is eero just terrible it started working fine then we got a text from AGL saying there going to upgrade it if anything they made 1 000 000% worse then its ever been
Hi Hunter,
I am sorry about the experience you are currently facing with your NBN service. I have messaged you privately to get this one investigated.
Kind regards, Natasha.
Only a few days connected. Constant dropout speed. I joined because of a bundle. SELE
Hello, Have you contacted our technical support team for assistance? Kind regards, Charlie
paid the monthly bill/account for internet, received text message to say not paid /sent copy of payment, tried calling , waited 15 on hold ,no doubt done by overseas call centre , lost me ; (
BE HUMAN AND CALL or EMAIL
Hello Lawrie, I'm sorry to hear about the issues you have experienced with our service today. I understand the service experience was not what was expected and we would love to discuss this further if you could please contact us on 13 12 45. Kind regards, Charlie
Is there any problems and extra charges
I have some issues about activating my mobiles, I tried to call them 4 times and online chat 1 times in 2 days, average wait for 1/2 hours each time, but not answer. So I got my NBN and mobiles back to Optus, and I tried call them few times to cancel my NBN Mobiles, again, not answer. Main problem is I can not get anyone to talk to.
Hi Eric, Any potential extra charges are advised to you upon sign-up, as well as the plan's critical information summary. Please feel free to speak to our team over the phone about any questions you may have and they will be able to answer them for you. Regards, Darian.
How can I stop my nbn Internet and my mobile too
Are you still in the cooling off period. If yes fill out the cancellation form , send it . If you are out of that period , call The agl phone they will give you the run around but persevere. Call southern phone , thats who agl sub out to. If all else fails call telecommunications ombudsman. Dont pay anything , get an optus or telstra sim card transfer your mobile number back, get another internet provider , they will change everything for you. AGL are going to get in a lot of trouble with this . Their offers are fake and false.
Hi Isam, Please call our team to organise the disconnection of your services. If you wish to keep the mobile number, please transfer it to your new provider first to ensure that you do not lose the number. Regards, Darian.
Can anyone confirm if the log in and password for PPPoE connection is your internet account number for both?
Hi, I have just read and responded to the post and private message that you made with the below information. I can see that you have since advised that you were able to get the information you needed. I do hope your service is now working. Regards, Darian.
Hi Damien, Thanks for the reply. Yes, I found the info eventually- but AGL should have that easily available online (like other ISPs.) The help desk people should also be able to provide basic info like that.
My router was part of my problem, when the new one arrives I'll be able to see how the AGL NBN service compares to Internode. I have got AGL working on an old router.
Regards, David
After transfering to AGL my outgoing mail isn't working - I need the outgoing mail server address. The telstra emails are the problem. There is no information on the AGL site. BTW the broadband speed is as advertised and the switchover was seemless.
Hi Brian, Thank you for reaching out to us today! As we do not provide email services, we do not have specific settings. I would advise you to reach out to your email provider to confirm your email settings, as they may need to be typed in again after the ISP change. If you have any further issues, feel free to reach out to our Technical Support team for further assistance. You can reach them on 131 245. Kind regards, -Lily
Brian you'd need to check on Telstra's website for their Email account set up info.
Why does AGL use regional fibre networks to connect to Melbourne area's? It is down all the time with the reason there has been a incident. Also why do they want you to be ahead one month on your bill, first time ever hearing this.
Hi Daniel, Thank you for taking to the time to raise this question to us! Unfortunately AGL have no control over the infrastructure that NBN Co. have in place for internet connections, this is entirely dictated by NBN Co. If you feel that your service is being affected by the infrastructure in your area, we certainly want you to feel heard. You can contact NBN Co. on 1800 687 626 or raise this issue online via the link below- external link AGL Telecommunications do bill in advance, this is the standard method of billing for telecommunications companies. Please note that should you ever disconnect, you do get this value returned to you via credit on your final invoice. This is called "pro rata" and allows you to pay less on your final invoice. Please feel free to reach out should you have any further questions, we are here to help! Thanks, Lily
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