topic Re: Can't change plan via website in AGL Website

Can't change plan via website

zzzz — Wed, 02 Aug 2023 23:45:50 GMT

Tried to change plans today.

Got a 'sorry' something went wrong error, reload page after clicking on checkout. Logged out tried again now checkout button does nothing. Same thing on AGL app. Wonder if any testing is done when changes are pushed. Maybe time to shop around other retailers, especially if I have to call up and wait in a queue, probably only to find out like all call centres these days that they can't help because the website is broken.

Re: Can't change plan via website

h22 — Thu, 03 Aug 2023 10:21:19 GMT

Tried to change plans today also, check out button does nothing.

Re: Can't change plan via website

FixYourWebsite — Thu, 10 Aug 2023 00:01:58 GMT

Same issue, online chat button also blank.

Re: Can't change plan via website

Mee2 — Thu, 10 Aug 2023 00:18:38 GMT

Same thing!

Frustrating after waiting 45 mins to talk to an operator who said do it online!

Re: Can't change plan via website

H23 — Mon, 14 Aug 2023 01:28:48 GMT

Same with me. I've tried about 20 times using website as well as the app on my iPhone and iPad.

Re: Can't change plan via website

Pancho52 — Mon, 14 Aug 2023 09:20:08 GMT

Been trying for days and nights now and still having the same problem with Express Checkout. I get messages back from All saying that I still have something in my checkout...yes I have and I cant send it on without error. Really, I've been with AGL for many years and now looking outside that for better customer service and better conditions. AG lift your game!!!!!!

Re: Can't change plan via website

Mee2 — Mon, 14 Aug 2023 12:44:17 GMT

Finally rang AGL again and after the customary 40 minute wait, got somebody who managed to change my plans!
Be persistent

Re: Can't change plan via website

David_AGL — Tue, 15 Aug 2023 00:18:13 GMT

Hi all,

Sorry to hear you've encountered an issue with changing plans via the website and app. Please send me a private message with your account number, as well as where you encountered the issue and a screenshot if possible.

Re: Can't change plan via website

H23 — Tue, 15 Aug 2023 05:55:52 GMT

I've tried several times to send you a PM. The website keeps saying that there is an error with the PM but doesn't explain what the error is.

Re: Can't change plan via website

H23 — Tue, 15 Aug 2023 22:55:13 GMT

Hi David

I tried again this morning. Sent you one PM with just terxt. Then sent a second with the screenshots. It said that both PMs went successfully.

Re: Can't change plan via website

David_AGL — Wed, 16 Aug 2023 00:14:57 GMT

Thanks for that @H23 , I received your screenshots and I've raised the issue with our tech team. I'll update you here.

Re: Can't change plan via website

h22 — Wed, 16 Aug 2023 10:59:49 GMT

Totally agree. Why waste customers time and inconvenience us further.

Re: Can't change plan via website

David_AGL — Fri, 18 Aug 2023 01:08:06 GMT

Hi all,

This should now be resolved for everyone who has posted here. If you continue to see the error, please try clearing your browser cache or accessing the page in incognito mode. If the issue persists beyond this, please let me know and I'll follow up.

Re: Can't change plan via website

GaryK — Fri, 18 Aug 2023 08:26:57 GMT

Have tried on numerous occasions to change the plan but am going around in circles. Frustrating!!!

This website is a shambles. Will try again tomorrow, if that still fails will attempt to change provider

Re: Can't change plan via website

h22 — Sat, 19 Aug 2023 10:18:55 GMT

@David_AGL

Tried multiple browsers and mobile devices.

Now I get a message 'Sorry something has gone wrong'.

Are you able to call us all individually to manually process the offer, along with a bigger discount for the amount of time you've wasted us??

Re: Can't change plan via website

H23 — Sat, 19 Aug 2023 10:38:31 GMT

I've cleared cookies and site data but still get the same error.

Re: Can't change plan via website

David_AGL — Tue, 22 Aug 2023 04:38:37 GMT

Thanks @h22 , @H23 - I've passed that back to the technical team looking into this error.

In the meantime you can of course contact support at any time and have them change your plan for you - Messaging via the AGL app or your My Account page is a good option if you can't access live chat and don't wish to wait on hold via phone.

Re: Can't change plan via website

David_AGL — Wed, 23 Aug 2023 05:43:56 GMT

@h22 @H23 if you're still facing this issue, please give the page another try now.

Re: Can't change plan via website

H23 — Wed, 23 Aug 2023 08:00:46 GMT

Thanks. It looks like it's worked now. I've got a confirmation email.

Re: Can't change plan via website

David_AGL — Thu, 24 Aug 2023 00:54:25 GMT

Great to hear - thanks for your patience and help with troubleshooting.

If anyone else is still having technical issues with changing their plans online, please let me know.