topic Re: Being charged 10x gas usage in Energy - General

Being charged 10x gas usage

taylorj — Mon, 03 Jun 2024 05:49:19 GMT

I currently have a UltraMaXX HW 2021 hot water meter.

Starting meter read: 00068.740 m3

Starting meter read recorded on bill: 6,874

Ending meter read: 00071.546 m3

Ending meter read recorded on bill: 7,154.03

This equals a total usage of 280.03 for the period.

According to my bill, the total usage for the period: 280.03 units x 10 x 1.006329 (conversion factor) = 2,818mj

However, the actual calculation should be: 280.03 x 1.006329 (conversion factor) = 281.8mj

This is because the values have already been x10 when being input into the meter read.

Now when usage is reported from my meter reads into the app, the decimal point gets moved, so instead of a 13 minute shower using 0.047 m3 (like it shows on the meter), it gets recorded as using 0.470 (the value is being x10 when being submitted as a meter reading).

This would be fine, however the billing department is further multiplying my total usage value by 10 (280.03), meaning that I am getting charged for 10x my actual usage.

I have seen others have this same issue with this type of hot water meter and wondering how this can be resolved as there has been no documented solutions.

Re: Being charged 10x gas usage

Deepesh_AGL — Fri, 07 Jun 2024 04:11:58 GMT

Hi taylorj, Thanks for reaching out and apologies for the inconvenience. It looks like the meter reader might have provided incorrect information which has subsequently resulted in incorrect billing. I will send you a private message shortly to discuss further. Cheers, Deepesh

Re: Being charged 10x gas usage

GS25 — Sat, 09 Nov 2024 23:31:42 GMT

I am also having this exact problem with the same gas meter. My opening read was 39.2m3 on the meter and closing on the meter was 43.3m3 but the bill has come in with opening read as 3920.0 and closing as 4331.0 which is then given a multiplier of 10 on top of that so my bill states that I have used 411m3 of gas which is absolutely incorrect. This is clearly an issue with the way these meters are being recorded that needs to be rectified.

Re: Being charged 10x gas usage

Natalie-AGL — Thu, 14 Nov 2024 23:49:50 GMT

Hi @GS25,

Thank you for reaching out and apologies for any inconvenience caused.

We can certainly review your account and take a further look into this for you. I'll send you a private message to get some details.

Kind Regards,

Natalie

Re: Being charged 10x gas usage

yusufay — Fri, 17 Jan 2025 12:34:06 GMT

I am having the exact same issue. Calculation is incorrect by 10x like you described and I am receiving a monthly gas bill that I used to pay in a quarter. Something is definitely off.

Re: Being charged 10x gas usage

Mona25 — Mon, 10 Feb 2025 08:10:36 GMT

I too have been having doubts about my gas bills being nearly double that of electricity bills. I have the same Itron Ultramaxx HW 2022 meter.

(I’ve had an issue recently regarding my hot water gas bill which led me to research more. I was not aware of the readings being made even after disconnection.)

But now I’m more concerned my suspicions about gas bills being overpriced.

Re: Being charged 10x gas usage

manigandane — Thu, 28 Aug 2025 01:09:16 GMT

I also have same issue, latest bill came as 30000 MJ but it should be 3000 MJ for family of 2 for 3 months.... Did anyone get any resolution from AGL?

Re: Being charged 10x gas usage

frankorvs — Thu, 15 Jan 2026 21:52:58 GMT

Thank god this post was created. Having the exact issue with the UltraMaXX meter. Call so many times over the last 12 months without any help from AGL.

Re: Being charged 10x gas usage

frankorvs — Tue, 10 Feb 2026 09:47:26 GMT

I'm having the same issue with the same UltraMaXX HW 2021 hot water meter.

Did anyone have any luck getting this issue resolved? I've call AGL every month without luck. My last bill was $1009 for a 1-bedroom unit with 2 people living in it.

Re: Being charged 10x gas usage

Lester — Tue, 10 Feb 2026 22:35:22 GMT

@frankorvs and you've been paying that ?

Crazy you have to call every month, same issue, hopefully get resolved, then again and again.

If not resolved and you've been paying the bill amounts, you will have so much in credit, should get that refunded to a level you are happy with, possibly only a few months in advance.

10x could see you paid up for years in advance.

Re: Being charged 10x gas usage

ChrisE_AGL — Wed, 11 Feb 2026 02:14:49 GMT

Hi @frankorvs,

Thank you for reaching out and apologies for any inconvenience caused.

I can certainly review your account and take a further look into this for you. I'll send you a private message to get some details.

Re: Being charged 10x gas usage

Yheimyflo — Thu, 11 Jun 2026 03:00:20 GMT

HI - did you get a resolution to this issue? I'm having the same problem with the same meter, meter was changed in October 2025 and since then, the usage recorded on the meter and reported to AGL has gone through the roof, we went for using around 400 units in a 3-month period to 11,0000 units! It's a 2 bedroom unit and it's only two of us, we spend about a month away each quarter, this makes no sense. our bill went from $400 to $650 max in the dead of winter to $1400! I spend 3 hours on the phone on and off with AGL and pretty much was told the reading is the reading but they will put a request for Jemena to come check the meter, but I'm starting to believe after reading your post that is a conversion issue. I offered to take photos of the meter, but they did not want them.

I have been taking photos of it after each shower to have a record of how much usage it's being reported.

I'm loosing sleep and I just want my old analog meter back. of all the units in our complex ours was the only one changed to this piece of crap.

Re: Being charged 10x gas usage

frankorvs — Thu, 11 Jun 2026 11:20:33 GMT

After many attempts to resolve it with AGL, I finally submitted a compliant to the NSW energy & gas ombudsman. The ombudsman solved my problem with AGL. I'm no longer a AGL customer.

Re: Being charged 10x gas usage

Yheimyflo — Thu, 11 Jun 2026 21:59:06 GMT

Thank you for your reply. I will see what happens when Jemena comes to check the meter and if I don’t get a resolution, I will doing the same as you. Thanks

Re: Being charged 10x gas usage

ChrisE_AGL — Fri, 12 Jun 2026 05:17:26 GMT

Hi @Yheimyflo

In NSW you are billed for the energy in megajoules (MJ) used to heat the amount of hot water (measured in decalitres) you used. One decalitre equals 10 litres. A conversion factor is calculated to determine how much energy in MJ was used to heat the total amount of hot water used, the conversion factor equals the average MJ of gas (that is the amount of energy used) to heat each decalitre of hot water used for the billing period.
The amount of hot water (decalitres) you used is calculated by subtracting the start read from the end read for the billing period. The metered units are then multiplied by the conversion factor to calculate the MJ of energy used.

I'm more than happy to take a look into what's going on from the account side of things as you have Jemena investigate the meter.

I'm going to send you a Private Message to get some further information.
Thanks, Chris