topic Re: App not showing my billing page in AGL App

App not showing my billing page

Bonnyhere — Tue, 29 Apr 2025 23:23:42 GMT

Hey team, the app has not been showing my billing page for a week or so now. Comes up with an error saying "It's not you, it's us. We are having trouble connecting to your account". My account number is [removed personal details].

I've tried logging off and on, to no avail. Please help fix this.

Thank you,

Bonny

Thank you

Re: App not showing my billing page

SYED_AGL — Fri, 02 May 2025 01:51:09 GMT

Hi,

I'm really sorry to hear about the trouble you've been experiencing. I completely understand how frustrating this must be for you. Rest assured, our dedicated team is ready and more than happy to look into this for you. If the issue is still ongoing, please don't hesitate to reach out to us directly at https://www.agl.com.au/help-support/contact-us. We’ll make sure to get it resolved as quickly as possible.

Thank you for your patience, and we're here to help!

Re: App not showing my billing page

wheaties — Mon, 02 Jun 2025 10:53:52 GMT

Bonnyhere - has your problem been resolved because I am also having the same issue and I've been told they are working in the background but still unable to view any usage etc.

Re: App not showing my billing page

Bonnyhere — Mon, 02 Jun 2025 11:04:16 GMT

Hey man, yes. I called customer service and they fixed it then and there.

Cheers,
Bonny

Re: App not showing my billing page

wheaties — Mon, 02 Jun 2025 11:09:46 GMT

Thanks Bonny - I'll phone again tomorrow and hopefully will be fixed - cheers Anne

Re: App not showing my billing page

Bonnyhere — Mon, 02 Jun 2025 11:19:16 GMT

If that takes too long, the helpdesk "chat" on the AGL app is pretty quick
too. Either way, good luck! 😊

Cheers,
Bonny

Re: App not showing my billing page

Simone83 — Fri, 06 Jun 2025 06:08:33 GMT

Have you guys had this fixed? It’s doing the same for me now too and when I tried calling they said to wait 24hours and try again?

Re: App not showing my billing page

wheaties — Fri, 06 Jun 2025 09:49:37 GMT

No still not working - I phoned again (3rd phone call) and contacted via chat (twice) and it's still not fixed although the guy who helped me this time will follow up when he is back at work next week. I haven't been able to view anything for nearly 3 weeks which is frustrating as I have my own house, plus a deceased estate I am managing and my son's unit that I monitor so we have no idea of usage or solar input. Anne

Re: App not showing my billing page

wheaties — Mon, 09 Jun 2025 13:13:04 GMT

AGL Please respond to my many requests to fix this problem as I still can't use my AGL phone App nor the online account usage etc..... I have had no explanation as to what is wrong other than you are working in the background try to fix. As it's been nearly 3 weeks I'll be considering another provider. Is anyone else who has experienced this problem had it fixed.

Re: App not showing my billing page

SYED_AGL — Wed, 11 Jun 2025 00:18:30 GMT

Hi,

Thank you for getting in touch.

I’m really sorry to hear about your experience — that’s certainly not what we want for our customers. To help us look into this further and assist you as quickly as possible, could you please send us your account details via private message?

Once we have that information, we’ll investigate and get back to you with an update.

Looking forward to resolving this for you.

SYED

Re: App not showing my billing page

wheaties1 — Wed, 11 Jun 2025 01:23:19 GMT

Hi Syed - I have just been on the phone with Jackson who has solved the problem - in the end it was quite simple and thankfully he worked out it was to do with an email address change. I am disappointed it took nearly 4 weeks to resolve but glad that Jackson was able to investigate and get back to me today. In the past the chats I had online indicated there was a technical problem that was being worked on in the background but this was misinformation and not followed up. When I spoke to Jackson last week he assured me that he would get to the bottom of the issue so I would like to thank him for not fobbing me off. I have 6 accounts with AGL - 3 properties with Electricity and Gas so I would hope that you could offer a discount or rebate for the time I have spent on phone calls and communications over the past month. Kind regards Anne PS I will send this message via PM with account details