AGL Energy Reviews 3,540

Can't change my plan on the app or on their website as it keeps asking to update my details. Contacted support and they kept asking me to try online. Took about an hour of back and forth before they changed it. Most frustrating hour of my life! Will definitely changing to another provider but will most likely incur a cancellation fee, no doubt! Also can't even find my account number on the app to add to this review lol TERRIBLE...

We signed up to NBN with our electricity, such an inconsistent product. Decided to cancel. Took 2 months at $90 a month to get it cancelled and over 10 phone calls. Beyond difficult beware this is really a scam. I would not recommend this service at all

Was straightforward to signup and received timely notifications on the status of my account activation.

Due to the unsatisfactory performance of AGL's Internet division, my subscription was cancelled, and prior notification was given to ensure a refund.

AGL subsequently issued documentation indicating an $18.90 credit, which could only be retrieved by providing banking details to an overseas call center.

Upon requesting payment by cheque, it was communicated that AGL no longer issues cheques. Additionally, when asked to apply the credit to either the gas or electricity account, it was stated that this was not possible, despite AGL's advertising that all accounts are managed in one place.

The call center assistant, "N", repeatedly insisted that bank details were the only acceptable method for processing the credit. It is imperative that AGL empowers their assistants to resolve such issues or, when necessary, escalate the call to a supervisor.

When requested for a reference number or operator number to have evidence of the call for further correspondence to AGL, it was refused.

On this occasion, AGL's service was inadequate, and they still owe $18.90 credit for over two months.

If an AGL account is not paid, AGL charges interest. It remains to be seen how they will respond to owing a refund and not paying it with interest.

Issues I have had

AGL forcing a meter upgrade twice: The first was declined with no issue. The second attempt of AGL I was informed the day before of the meter upgrade. Upon calling they informed me they had no record of the refusal. I then informed AGL this was a breach of the telecommunications act and if anyone stepped foot on my property the police would be called for trespassing (the only way they canceled the booking).

NBN overcharging/plan changes: The price changes at random you will be overcharged and/or doublebilled for dates. You are only credited on your next bill after a call to let them know. They will do this without you knowing so check your bills!!!

NBN outages: The fist call center tells you after 45min of testing and failure it is your routers fault. (I think this offshore call center is paid by calls that are not escalated) Got through to the onshore team and in another 30min it was fixed after they contacted their supplier. Horrible experience to get the fix.

Electricity and gas: Check your meter readings!!!

AGL energy supply: Power outages aren't reported correctly in my area. The only way you know its not just you, after looking it up, is to walk outside and talk to your neighbour.

In my honest opinion, NEVER invest your hard earned money with AGL for solar panel and/or battery systems because when problems arise you will be fobbed off, dismissed and ignored. Over twelve years ago I paid over $13,000 for a 5kW solar panel system, probably equal to double that in today's dollars. They had their electrician come out for a "PVP audit" and while here he determined I had at least one damaged solar panel, supposedly guaranteed against faulty workmanship for 25 years. He showed me how this panel was warping upwards in the centre but for AGL they have declared it is from hail damage so they refuse to acknowledge it as faulty and covered by warranty. Tell me how hail from above could possibly warp a panel upwards from below? The electrician turned off my solar system due to a claimed potential fire-hazard from this one solar panel although being told by a panel cleaner as much as three years ago of the fault. Since then, many exchanges with myself and AGL have resulted in nothing, even as almost four weeks since this switch off and even as I know this panel has survived as much as three years in this condition. I was told by Guilia at AGL that they would be having discussion on this matter and hopefully this issue would be resolved for me days ago now. Since then, crickets! The only option they gave me was that the same electrician will come out and he may be able to get just six of these panels working for me, but that work will be at MY COST! So for one, and possibly two of their faulty panels they have offered me NO alternatives except by their attitude to put me in a situation of completely writing off a 20 panel system. No offer from them at all of replacing this one or two faulty panels, even with me willingly accepting second hand panels that must be out there everywhere as scrap. I'm just left hanging as a pensioner with ever increasing bills, and that is with a company that has had almost 50 years of loyalty from me.

Latest: It is now two weeks to the day where I had an assurance from Guilia at AGL's Solar and Battery section that I would be contacted by them to at least try and find a resolution to this issue. It appears she has been instructed by those higher up at AGL to use the same tactics as the USA's Health Insurance Industry of "Delay, Deny & Defend". During my last phone call with her I almost pleaded with her to at least direct me to ways to get their solar system up and running again, even with just 18 panels in operation or to maybe get hold of a couple of replacement panels that I would even pay for. Having to pay for their electrician to come out and get just six out of twenty panels working at best is surely unacceptable. Help, assistance, guidance, options of any sort?? Nothing! A product rating of 93% negative as compared to their biggest competitor of 20% negative reveals it all. They are contemptuous to their customer base!

I closed my electricity account with AGL yesterday after many years with them. Have now gone to a different provider.
The people answering the phones give you wrong information all the time. They just lie to you as well.. When you phone in your held online for a very long period and the same when you go online chat. It’s became mentally exhausting just the thought of contacting them.

Over 4 years ago when my mother died and was $2469 in credit, I found a copy of the bill after her estate was finished and all bank accounts closed. I got a cheque in the name of Deceased estate of Aileen Russell and I can not get it cashed. I have tryed putting it in my bank account and they returned it.
For the last 6 plus mouths I have been trying to get AGL to resend me another cheque but with everyone telling me Bull shit. Now I have to get a letter from my bank manager staying that I didn't cash in the cheque.

I recently had solar installed and immediately stopped receiving updates on my usage through the app. When I called AGL, they blamed the solar installation and told me to wait for the actuals to be reported. They assured me there would be a 'bill block' until then. Today, I received a bill based on estimates! This was not the agreement! When I called again, they claimed there was a minor error in the readings, but insisted the bill stands as actuals. Yet, my bill still shows estimates!

My solar exports are a joke. I'm credited only 2.5-3kW during peak sun, while my system produces much more. They blamed my daytime usage. I checked at 14:00 on a sunny summer day when no one was home, and it was still just 3kW. My system generates more than that even on cloudy days. The representative then cited my highest energy usage of 40kWh. I told her that's an extreme case, but even then, I should be credited for 40kWh, not the 20 they're showing.

She should have done the math before dismissing my concern. This is clearly a meter issue. She then threatened that I would be charged if a meter check found no fault, which is utterly irrelevant here.

Due to their faulty app reporting my readings as estimates, I've potentially lost credits for my solar export, which AGL has received for free. If the app reported correctly, I could have arranged a meter check sooner instead of losing a month's worth of export credit.

Once my meter issue is resolved, I will be leaving AGL. Their complete lack of integrity and customer service is appalling.

Having been a long standing Telstra/Bigpond customer for many years, and after long deliberation, thought I'd give AGL Internet (Southern Phone) a try, and see if I could save a few $'s. Technical support staff were very difficult to understand, accent wise, some gave incorrect information to my questions, which I unfortunately believed, many promises were made but not followed through, speeds were terrible, hardly ever reaching half of what was touted, internet always too slow to load pages, had to use my own mobile to gain access, WiFi continuously couldn't cope with an extra mobile on WiFi, always dropping out or timing out. Waited for over a week for my modem to arrive, also wanted a home phone which was a huge mistake, without a home phone for more than 10 days, despite numerous calls, in the end I gave up, and went back to Telstra, all sorted within a few minutes. Speeds were tested using speedtest.com, despite using AGL's suggested speed test, which always gave enormously higher figures. Should have done my due diligence and believed all the poor reviews, but in the hope of them over exaggerating, I mistakenly tried AGL. Never again! Telstra might be a little more expensive but consistently reliable, excellent understandable Support staff and a far better product.

The WORST support service. Useless message feature which will leave you hanging for months without shit resolved. agl messed up customer’s connections by connecting to a wrong address and was unable to recorrect. Customer service spent MONTHS asking the same questions back and forth about personal details, solar system, life support ect and did nothing! Then on a random day you’d get a mail saying they would disconnect your energy if you don’t set up the correct address - WHICH THEY FAILED TO DO! Seriously stupid is an understatement

Do not trust . Took money out our account for wrong bills. They helpdesk is terrible , over 30 mins waiting but each time I get past auth , they cut me off. A cyclical ploy. Terrible service . Would not recommend.

Have an ACTIVE solar system, have to reach out every bill because the credits are never applied. Today, near 12 months having been at this address I have been told "I need to have a solar saver plan". I've been on chats, on the phone, no one has ever said this. AGL are actually disgusting, will be cancelling and never returning.

Overcharging my bills for the past 6 months and good luck trying to get anyone in 'customer service' to help. Hopeless team who don't listen and don't care less about their customers

It’s going well

seamlessly connected after several click online, also things can be managed easily online

The shittiest internet provider ever, everyday have to reset modem like five times, cannot stream, download or even just scroll in social media. Always having bad connections and they do nothing about it. So sick of it. DO NOT CHOOSE AGL AS YOU INTERNET PROVIDER.

Simple and easy to deal with, made connect and disconnecting a breeze.

I am an AGL client for Gas, electricity and internet. I love the bill smoothing (fortnightly payments) available on gas & electricity, but am disappointed that they do not offer this on internet. As a retiree (and there’s 3.6M on Centrelink fortnightly benefits) budgeting is an integral part of life. I don’t want to have to look around for another internet supplier as AGL service is great, but might be forced to

Fast service and smooth installation service.
We are good on the first day and smooth sailing till two weeks later. We are very happy with it