AGL Electricity & Gas

Dishonest advertisements! I started on a plan that didn't have the speed they promised. I had to speak to four people before someone figured out why and admitted I shouldn't have been put on that plan. The lady understood AGL had done something wrong and made it right by crediting me for previous months because the lower plan was lower-priced than what I had been advised to choose. She sorted out NBN fibre for me to get installed so I can have faster speed up to 100/20. Even though the NBN took a while to sort out, I still had to pay the same price. I called again to request a price reduction, but they claimed they couldn't because according to them, the lower plan had never been priced lower; that wasn't true. Either the other lady managed to lower the price previously, or she knew the system was corrupt.

I finally received NBN but had to call back because the speed did not match what I'd been promised. They informed me that it's not the WiFi speed that you're paying for at 100/20, it's the Ethernet speed and that's why it was slow even after the NBN installation. They said they can't do anything about it and that I need to connect it to Ethernet for faster speed all the time. To me, that's incorrect and amounts to dishonest advertising. Moreover, my friends and family with other companies get the promised speed with WiFi, not just Ethernet connections.

There was also an incorrect order for routers which resulted in incorrect charges. One lady told me to keep paying $86.50 instead of the previous price and to pay it on the 28th. But it turns out, I was getting late payment fees due to this misinformation. The math didn't add up with what I owed, $24.50, even when taking the $10 late payment fees into account. When I called to clarify, one guy claimed he couldn't help and asked me to call back the next day. When I did and found the same results, it seemed like the lady didn't care either, so I requested to speak to a manager for clarification. She hung up on me, not the first time AGL has done this. So I had to call back and learned that she didn't do what she promised. Finally got to speak to a manager, and he didn't do much either but promised to do something about the poor conduct of his employees and apologized. When I asked for clarification about the $24.50 charge, the guy claimed it was from a previous balance. I explained that I was told to pay $86.50 and ignore the higher payments, but there were no notes to clarify or credit.

In conclusion, there are lots of phone calls to people who don't want to be there, frequent lies, claims that you need to call back, and hang-ups. There are also dishonest advertisements and poor communication within the company.

I definitely would not recommend getting internet from AGL at all. They sent me my modem about a month and a half ago. It's almost 2 month since and I still can't use the internet as they forgot to send me the nbn box with order. I have been going back and forth with them since. It's like no one takes me seriously, it's literally starting to feel like a sick joke. First they take about 3 weeks to send the nbn box and then when they finally sent it, it gets sent to the wrong address in NSW mind you I live in Victoria. A week later they finally decided to send someone down to my apartment from the nbn team to connect it and deliver it. Tell me why they never showed up. Now they want me to re-order it because the address they had on the system wasn't right,
Mind you they ask me what my address is all the time I get on the phone with them so they can verify me and also Im getting my electricity from them. I also sent them prove of address and somehow they still get my address wrong. This is the worst type of service I've ever gotten from any internet company. Today's date is the 05/06/24 and I ordered from them since April and I still today don't have working internet

I went to APG (Australian Power and Gas) after I felt the bills were really high with AGL. Unfortunately APG got acquired by AGL. Now I moved from VIC to SA and called them to connect my gas/ electricity by my time of moving. Apparently, the worker did not find the meter that was outside the unit at the beginning and at a very clear location, so, they simply did not connect it and did not notify us that they did not connect it. When we arrived we found electricity that we thought belong to AGL (Since, they did not notify us of any problems) and two weeks after, we suddenly got disconnected (we knew later that this connection was from the previous tenants). We are still disconnected for more than 24 hours now, and they keep on giving us time intervals that they do not keep. Our food in the freezer and fridge is now spoilt and all they do is saying that they are 'sorry'. They told us three time intervals until now that they did not keep and we had to stay in the dark all last night and maybe tonight as well. We have no electricity, We have cold water now because of them and are not able to charge our mobiles incase of emergencies in a WEEK DAY. Worst company ever and worst customer service I have ever seen. Totally worthless. Even one star is too much for them,

My parents were signed up by a representative on the Victorian Government Seniors Programme - said to be a joint partnership with AGL and the Senior's card.

I read their first electricity bill and gas bill and there is no such thing.

Firstly, AGL's system did not take their Senior's card number. After their first bill which contained no discount, we called AGL. The representative had to input their card as a separate note. This input of the Senior's card number had no impact upon their bill - they are still on a usual product "AGL Set and Forget".

Secondly, AGL explained that the so called seniors discount of on electricity and on gas is dependant upon three conditions:
(i) Direct debit - only this form of payment offers ~30% and 17% for gas
(ii) Double up i.e. transfer of both gas and electricity to AGL - 9% discount
(iii) E-Bill, i.e. only non-paper billing is qualified

In reality, there is no actual "Seniors Card Programme" and the gas nor electricity bill will reflect this product. The only discounts are those that eventually "add up" to the promised 30% and 17% discounts i.e. e-billing, direct debit and double up. The bills received do not reflect any component of a senior's discount as an actual product.

So, the lesson is - do not fall blindly for the Victorian Seniors' Card as any endorsement of AGL.

Originally with AGL for 20 years but changed to Aust Power & Gas with no problems. Then AGL bought out Aust Power & Gas and back to problems. With the first Gas & Electric Bills since taking over the problems were so horrendous I had to go to the Ombudsman for them to be fixed which took several weeks as AGL did not contact me as thy were supposed to do. If problems are still ongoing will change to another supplier for peace of mind.

I had a faulty meter and they told me that I had to get my own electrician to fix it! The electrician said it is against the law to touch any meter and to contact local provider. AGL have no idea and finally meter got upgraded but AGLs system didn't. Bit of a communication breakdown with AGL and provider. Way over priced and most other companies can bet them.
I used them for fly buy points but its not worth it!

After being with AGL for gas and electricity for 43 years I rang and asked for a better deal. Was told they could give me 1% extra on gas if I direct debited. I said I could get a better deal elsewhere and was told maybe I should take it. After changing to Aust. Power & Gas I received my final gas bill for 19 days which came to $28.03 then they charged me $68.18 for disconnecting me. I suppose the same will apply to my final electricity bill when it comes in. I am an age pensioner and they are just a money hungry grabbing company.

OK, so this review is only for the few months iv been using this company BUT energy companies can go bad really quickly.

Been a good experience so far with AGL - We got a good deal with 10% off any rate compared to other energy companies, flybuy points and $175 off first bill.

Bills have been a good price so far. As you would expect the phone customer service is like everywhere...can never really understand the person.

Good so far, lets hope they keep it up.

I would encourage everyone NOT to risk going with AGL. We moved into our place 12 years ago. Afew years ago we found out that us and our next door neighbours were paying each others bills (and had been since we moved there). We only found this by accident when they wanted to change the meter but couldnt because the meter numbers didnt match up. It didnt take us long to work it out (AGL were quite happy to leave it). Since then we and our neighbours have been trying to get this sorted out! Everytime we called them, they said "yes, it has been fixed now" only to go out to check the meter number and find nothing changed! This literally went on for 2 years. Our neighbours moved at the end of last year, and they were absolutely assured that everything had been changed over. On the day of their disconnection - WE were cut off! The "customer service" has been absolutely atrocious, and basically they couldnt care less. That part of it was finally sorted, but we are still trying to get the bills sorted out. Have been told different things by different reps, promised things then turned around and refused them. It beggars belief that a company could operate this way and still have customers. It is now in the hands of the Ombudsman. Deal with this company at your own risk!

I would have to rate AGL as being the worst business I have ever had dealings with ever! The customer service team on the phones are so rude and cannot handle any questions that are even the slightest bit tricky. The service by AGL is disgusting. You need to be home from 7am to 9pm to organise a disconnection (or connection) during business hours. I explained that I work full time and cannot achieve this, "well you can have a Saturday appointment in two months time" being the earliest slot available. I was tied to them for a number of years and I can guarantee that I would rather be tortured than have to endure their poor quality service ever again. If Icould give negative stars for this business, I would. What I have detailed is only one of the issues I had with AGL, I could go on for quite some time with many other problems.....

When we moved we were charged termination and reconnection fees with AGL because we were on a two year contract. Then they did not give us the same deal/rate that we had at the old place. It took them about 4months to explain this to us and sort it out with me calling them every second day. More than once staff hung up on me and were very rude.
I had direct debit set up -- they stopped sending me paper bills and just charged my account. The problem was they double charged me, charged me the wrong amount etc. Not once did they get it right. I would ask them repeatedly to send me a paper bill BEFORE they charged my card and ended up cancelling my direct debit -- the problem with that is then you have to pay a % fee for paying by a different method...
Basically i was very frustrated with the poor service, the lack of respect and the repeated mistakes that i had to spend time and money chasing up to correct. Never again will I use AGL.

Have switched to AGL before when I thought they've got better rate than my previous provider. The salesman looked at my bill and showed their current rate. However, right after I transferred, got a notice that they're increasing the rate (more than our previous provider's). A month after, we moved and notified them. Was very hard to talk to them. I thought we understood each other, the next day when I was asking something they said they have no record of my request and therefore have to get all the details again (including reading the contract which takes really long). Called again when I found out that they're still using my old address, and informed that they didn't get my new details!!! And my new plan (for the new house) has been applied to my old place!! That was very annoying. Now I got a bill and about to setup a direct debit and found out that my account with them is no longer active, and I have no idea now what is our service provider. They said I haven't been with them since Jan. I just don't know what happened and I'm just getting tired of talking to them already!!

How dare someone from this company knock on my door at a bad time of the evening, and try and con my husband into swtcihing companies, so he did lukcly there is a cooling off period which we then called to cancel the account that was opened under pressure. To then later recieve a bill off agl for electricity!!! they told us that we never cancelled the account and had to pay... even though we are with tru energy and got a bill off them too!!!
Listen to what the customer wants, and i dont think people should be door knocking at ungodly hours of the evening!

i am an agl customer and quite dissapointed with the level of customer service that they offer. i stay with them because they are the cheapest ive found so far, but i ahte talking to them. everytime i call them about my account they try to make me feel like ive done wrong and its all my fault. they speak to me rudely and because it ticks me off i respond rudely too.i dont like customer service reps from agl.i wish they were trained properly