topic Re: No data update on electricity consumption and electricity production since 25 Jul 2019 in Energy Accounts & Plans

No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Tue, 22 Oct 2019 10:26:14 GMT

I tried to contac consultant today, but I was not successful.

I only got as far as Community Board.

Maybe because it was close to 21:00 on Tuessday 22nd October 2019

I did not have information updated on my AGL online account from June, then about month or so later it got updated to 25th of July.

I contacted AGL in total 5 or 6 times since June 2019, all operators promised to have it fixed in 3 to 5 working days.
Last time I was asked to wait 10 working days, 11th working day was on 17th October 2019

AND NOTHING WAS UPDATED.

Appears all operators were liars.

Can somebody help me to get information I always had available?

Why is it so difficuld to provide me with genuine will to fix this almost 5 months problem?

(Almost identical post I made on old thread from 2017 year. After I posted it, I got access to area where I could start new thread, so I used the opportunity. Hope Moderators don't mind.)

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

David_AGL — Wed, 23 Oct 2019 01:25:44 GMT

Hi @Lenes , sorry for the difficulty you've had resolving this issue.

What type of electricity meter do you use? If you have a smart meter, you should be able to see your usage data. If you have an interval meter, you won't be able to see your usage currently, but we're restoring this ability in the near future. If you have a standard meter, you won't be able to view usage data.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Wed, 23 Oct 2019 04:51:57 GMT

I have smart meter.

When it was installed I tried number of times to work out what is what.

I was told not to worry about some readings, they were minute, but kept creeping up.

I used information from the web site for quite a few years with minor hiccups, that were sooner or later rectified.

This time is different, lots of promises and no result.

Every agent I manage to get to chat with is sorry for what happened to me, gets all the details and tells me that problem will be fixed.

After couple of times I asked agents are they sure that they will help me this time, and they replied yes.

So I gave them good marks at the end of chat.

Last time for some reason I did not manage to get though all the hoops to get to chat option with AGL agent.

Your CONTACT system in my opinion is: "how to make it difficult for customer to contact us".

Maybe you can tell me how to have contact with human that knows about technical/computer stuff and not some kind of "sorry to hear that" agent who only collects information to pass on to somebody who doesn't do a thing to fix the problem.

Kind regards

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

jayden_AGL — Thu, 24 Oct 2019 00:35:36 GMT

Hi Lenes,

Thank you for this additional information.

I'm very sorry to hear that you feel that AGL are making things intentionally difficult for you. So that I can lend a hand, could you please send me a private message containing your AGL account number, full name, and email address?

You can send me a message by clicking in my username, "jaydeny".

Kind regards,

Jayden

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Thu, 24 Oct 2019 09:55:32 GMT

Hi Jaydeny,

I sent you PM, hope that you can have more success with my problem.

Last couple of times when I chatted with operators they confirmed that quite a few of my contacts are recorded on my file, so you can have a look and see that nothing was done and that nobody contacted me/us to tell why and when it will be rectified and so on.

Kind regards

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

jayden_AGL — Thu, 24 Oct 2019 22:48:18 GMT

Hi Lenes,

Thank you for getting back to me.

Unfortunately I haven't received a private message as of yet. Could you please double check that this was sent on your end?

Kind regards,

Jayden

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Fri, 25 Oct 2019 04:35:48 GMT

Just sent PM to Jaydeny, hope it reaches target this time. (Not sure what I did wrong on my first attempt?)

I am new to this Forum and must say it is not too intuitive (for me anyway).

I cannot work out how to look at the Forum?

All I can do is search: No data update ... and my thread comes up between other similar problem raised on this Forum.

No idea how to look at my tagged threads and how to tag them in a first place.

Using other words, I am not used to this type of Forum layout, where I cannot find how to view Forum Board, Main Subjects and individual Threads. -

To me it is little bit hidden.

Hope I can improve my sills on how to navigate this Forum.

By the way is there a U-tube film, how to use this Forum?

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Fri, 25 Oct 2019 06:37:48 GMT

Found this Utube film:

https://www.youtube.com/watch?v=y-0SebAhBHE

Just glossy information, not much info on "how to"

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes — Fri, 25 Oct 2019 23:23:05 GMT

Got an E-mail today reminding me to mark the thread as solved.

Believe me, I would love to mark it solved as much as would prefer not to have this problem in a first place.

It almost looks unreal.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

David_AGL — Mon, 28 Oct 2019 03:10:43 GMT

Hi @Lenes , sorry to hear you're having trouble using the Community. Hopefully this will answer a few of your questions, but if you need any more help please let me know:

If you receive a reply to one of your posts, you should see a notification appear on the "bell" icon in the top right of the page.
If you click your name Lenes in the top right of the page, you'll be able to view your profile which will also list conversations you have participated in recently (like this one)
The community's homepage is https://community.agl.com.au/ and from there you can click through to individual boards and conversations. For example, you'll find this one under "Get Support" and then "Accounts and Billing"

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes1 — Mon, 28 Oct 2019 10:19:05 GMT

Good news:

Jaydeny managed to fix the problem.

Bad news:

I had to re-register and surpise, surprise Lenes username wasn't available, so I reincarnated myself in Lenes1 skin.

What I would like to know now, why my requests for fixing the problem were not treated with adequate care?

Why it took 4 months to do nothing?

Immediate conclusion in my opinion is that "Chat area" with AGL consultants is laughable.

(I will never use it again !!!)

There obviously is no good working relationship between Chat personnel and IT personnel and definitely no feedback from IT to Chat about progress of reported matter.

I will try to dig it little bit further if time permits.

Please do not think that I am not grateful, I am, but worries me my wasted time with 5 or 6 consultants and no fix of the problem and no feedback why it wasn't fixed.

And because it is my new username this is my first post, and for that I will get an E-mail with congratulations.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes1 — Mon, 28 Oct 2019 10:23:52 GMT

Because I am no longer Lenes I cannot mark mater: solved, what a bummer.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

David_AGL — Tue, 29 Oct 2019 00:11:18 GMT

@Lenes1 , sorry it took so long to get it resolved. I'm actually looking into why repeated inquiries to the Chat team weren't able to solve the problem for you, to prevent this happening again.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes1 — Tue, 29 Oct 2019 04:43:01 GMT

I would like to know too.

At times I wasn't sure what to think about AGL.

Another thing, contacting AGL is a chore:

1. Almost impossible to talk to person.

2. I found it impossible to get to higher level of authority, to complain about treatment from first contact personnel. (Don't get me wrong, Chat personnel is nice and willing to help and they all got 10 for treating me during chat, but NO ACTION, looked like "Ground hog day" to me, just had to wait for 3, 5 or 10 working days and then had to tell the whole story again, got promised and wait again. After several rounds I asked Chat personnel to have a look at recorded previous contact as I had enough of going through my problem again and again. Problem was the same, only AGL chat person different)

3. Lots of different pages on AGL site, but I could not find Complaints area.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes1 — Mon, 11 Nov 2019 09:08:28 GMT

About 2 weeks gone since my problem was fixed.

Any results of Chat / IT section investigation why so long nothing was done despite me contacting AGL a number of times since June 2019?

Or you would rather let this question get dust all over and get forgotten?

Just asking ...

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

David_AGL — Mon, 11 Nov 2019 11:53:00 GMT

Hi @Lenes1 , thanks for dropping by again. Still unknown at this stage but I'm following up.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

Lenes1 — Mon, 25 Nov 2019 09:43:48 GMT

Hi David_AGL

Another 2 weeks gone and no answer to why my problem wasn't fixed for so long despite Chat Personnel promising to get problem fixed at the end of every chat.

Luckily I get electricity usage and production updated, so I should probably go quiet and be grateful that I have access to data since it was fixed.

I will bump in few more times into this thread and most probably will give up, with assumption that I expect too much.

Bye for now.

Re: No data update on electricity consumption and electricity production since 25 Jul 2019

David_AGL — Mon, 25 Nov 2019 23:57:59 GMT

Hi @Lenes1 , the issue primarily is that there can be various underlying technical causes of these problems, some of which require more work and take a long time to resolve. When chat agents tell you the problem will be fixed they are escalating it to more technical teams, and in the majority of cases these teams are able to fix the problems very quickly.

In some cases, such as with your account, the problem is more complex so the fix takes longer - but chat agents aren't aware of this at the time.

I'm looking into whether we can improve the process around issues like this so that the timeframe for resolving the problem can be better communicated. Regardless, I'm pleased to hear that your issue has been resolved and your usage is being updated again. Thanks for your patience and dedication to improving the support experience for technical issues; it's much appreciated!