topic Re: Meter modem change due to 3G being withdrawn in Meters & Connections

Text from Plus ES Meter modem change due to 3G being withdrawn

Darren_B — Tue, 09 May 2023 03:46:44 GMT

Hi, has anyone else received a text message from Plus ES stating they need to enter your property to change your meters modem. The reason given is being withdrawn in favour of 4G. Just wanted to check as there has been no correspondence from AGL and worried about scam texts.

Re: Meter modem change due to 3G being withdrawn

-Jenna- — Fri, 13 May 2022 05:21:47 GMT

Hi Darren_B,

I can confirm this is a legitimate message from the meter provider. All meters are in the process of having this upgrade.

Thanks,

Jenna

Re: Meter modem change due to 3G being withdrawn

MuhammadIqbal — Thu, 09 Jun 2022 15:33:16 GMT

It would be nice to have this communication through an email from AGL. Specially because most people don’t have any clue who PLUS Es is. Also they have a link in the SMS which looms similar ti the dodgy sms. I tried to confirm with AGL spam monitor team to check if it was a legit sms, they replied saying they couldn’t help with this!

Re: Meter modem change due to 3G being withdrawn

-Olgi- — Fri, 10 Jun 2022 02:39:19 GMT

Hi Muhammadlqbal, welcome to AGL Neighbourhood.

Thank you for getting in touch and providing this feedback, we'll certainly pass it on to our metering teams.

Kind Regards,

-Olgi-

Re: Meter modem change due to 3G being withdrawn

-Demi- — Tue, 28 Jun 2022 01:37:37 GMT

Hi Darren!

PlusES are currently doing the rounds of updating the 4G within smart meters to ensure everything is communicating as it should.

The SMS you have received is not spam, it is just a friendly notice they will be visiting to check the meter.

~ Demi

Re: Meter modem change due to 3G being withdrawn

Scooper — Tue, 24 Jan 2023 03:11:30 GMT

I also think that this is poor communication from AGL . Have just received the text about the change so searched my emails for any prior communication about this. I see it is legitimate thanks to this chat. It’s a shame AGL didn’t take these complaints on board 8 months ago and send out an email or letter first. Wouldn’t have been hard. There was no way I was clicking that link until I confirmed it was legitimate. Surprising such a large company is willing to conduct itself in this way given all the scams around.

Re: Meter modem change due to 3G being withdrawn

herbos — Fri, 27 Jan 2023 06:23:59 GMT

I received no information from AGL regarding the upgrade, so when the Tech from

Plus . ES arrived to do the job I was at first very reluctant to allow him access to the meter box. After he provided some ID and a job card I gave him access. With all the issues that are going on with scams and theft currently AGL need to rethink the process and provide its customers with some timely information.

Re: Meter modem change due to 3G being withdrawn

_Mark_ — Tue, 31 Jan 2023 04:55:28 GMT

Hi @herbos, welcome to the Neighbourhood! It's both surprising and frustrating to hear you didn't receive anything at all, we usually send out something to let our customers know what's going on. I'm not sure what happened there. Thanks very much for the feedback though!

Regards,
Mark.

Re: Meter modem change due to 3G being withdrawn

Anne_H — Tue, 14 Feb 2023 05:16:36 GMT

I have also just received a random text message with a bit.ly link. I usually delete messages like this one due to excess SPAM.

There has been no notification for this to be done and I have never heard of PLUS ES. AGL could have sent an email notification to say what to expect given the amount of scam text and emails. Security is paramount these days.

Re: Meter modem change due to 3G being withdrawn

DaveHammer9 — Tue, 14 Feb 2023 11:12:46 GMT

Yes, Ive received this message today. I also thought it was spam, AGL has my email address so I dont know why theyve chosen to use my mobile number. There doesnt seem to be a way to indicate a preferred method of communication.

Re: Meter modem change due to 3G being withdrawn

_Mark_ — Thu, 16 Feb 2023 02:45:19 GMT

Hi @Anne_H, PLUS ES are your meter data provider, so they are responsible with maintaining and upgrading the meters and are communicating directly with customers just to let people know they'll be around. While I agree it would help to have an AGL notification as well, these upgrades are arranged independently of us, so that's why you haven't received anything.

Thanks,
Mark.

Re: Meter modem change due to 3G being withdrawn

RandomUsername — Tue, 04 Apr 2023 07:15:59 GMT

Amusingly, I received this SMS while in the middle of a presentation by the Australian Cyber Security Centre on how to identify suspicious messages and have now found this thread while trying to find out who PLUS ES is.

For those trying to avoid clicking links on unknown SMSes - it goes to https://hubxchange.pluses.com.au/customer/s/3g4gletter. I'll put the full text of that page and the SMS further down in this reply, so that a future web search by someone trying to figure out if this is real will produce a meaningful result on the official agl.com.au URL. [ie what AGL should have done]

@_Mark_ wrote:
Hi @Anne_H, PLUS ES are your meter data provider, so they are responsible with maintaining and upgrading the meters and are communicating directly with customers just to let people know they'll be around. While I agree it would help to have an AGL notification as well, these upgrades are arranged independently of us, so that's why you haven't received anything.

Thanks,
Mark.

PLUS ES began their SMS with "It's PLUS ES on behalf of AGL", so it's a bit disingenous to state that they are operating independently. AGL could require them to co-ordinate with you so that these notifications are sent as AGL instead of an unknown third party. You have chosen not to do that, and thereby increase the risk of your customers being hacked by someone imitating these SMSes.

Australian large business have shown an incredible lack of seriousness around cybersecurity and customer privacy over the last 12 months. This process and the reaction here does not give much confidence that AGL is capable of securing our personal data.

The SMS content from 0439935397:

It's PLUS ES on behalf of AGL

We will be attending your property at [my address] over the next 4 weeks to replace your electricity meter
modem due to the withdrawal of 3G mobile services across Australia in favour of 4G. There will be
no cost to you and your supply will not be affected. You will receive another message closer to the
scheduled date of attendance.

Please ensure that there is clear safe access to your meter.

If there is no clear or safe access, please let us know by responding to this SMS.

More information on the change can be found on the following link https://bit.ly/3GqlRst

Thanks. PLUS ES

The content of the landing page:

Dear Customer,

As nominated by your Energy Retailer, PLUS ES is the current provider of your electricity meter. Today, we are visiting to upgrade your electricity meter's 3G hardware and antenna with new 4G hardware.

To provide you with more information about this work, we have listed below some frequently asked questions and answers.

Why is a PLUS ES representative here today?
Your electricity meter is remotely read via the 3G mobile communications network, which will be shut down by 2024. As a result, PLUS ES is required to replace the 3G hardware and antenna in your electricity meter with 4G compatible hardware and antenna to ensure your Energy Retailer has access to your energy consumption information.
For further information about the shutdown of the 3G network, please visit the following website:
https://www.telstra.com.au/support/mobiles-devices/3g-closure
Who is PLUS ES?
PLUS ES is an accredited metering service provider and is an Australian owned company (formerly known as ActiveStream and Testing & Certification Australia). We install and maintain electricity meters and provide energy data on behalf of your Energy Retailer.
PLUS ES provides these services to all Energy Retailers across Australia.
You can find more information here:
https://www.pluses.com.au
Is my Energy Retailer aware that you are carrying out this work?
Yes, PLUS ES has worked closely with all Energy Retailers regarding this program as the work is critical to be completed so that Energy Retailers can provide accurate and timely billing for their customers.
Will I need to pay for this work?
No, the work is completed free of charge and is part of the service PLUS ES provides to Energy Retailer's and their customers. You will not be charged for this work.
Will there be an interruption to my electricity supply while the work is completed?
No, your power supply won't be interrupted. The work can be completed safely without interrupting your power.
Do I need to be at home or stay home when you will do this upgrade?
No, you don't need to be home. We just need clear access to your electricity meter.
How long will it take for this work to be completed?
We expect the work will take no longer than 15-20-minutes to complete, provided we have clear access to the meter.

If you require any additional information, please contact PLUS ES on 1300 760 626 or email us at info@pluses.com.au

Sincerely,

Nural Omer

Head of Business Architecture and PMO

24-28 Campbell Street, Haymarket NSW 2000 AUSTRALIA | 1300 760 626 | info@pluES.com.au | plusES.com.au

For Official use only

Re: Meter modem change due to 3G being withdrawn

Susan_c — Tue, 13 Jun 2023 06:47:28 GMT

Hi, we only have gas & electricity with SGL. Our internet is with Optus, so I don’t understand what this email is about. What does changing a Modem at a meter box have to do with gas and electricity. What does changing 3G to 4G got to do with gas and electricity. Is this a scam?

Why is a PLUS ES representative here today?	Your electricity meter is remotely read via the 3G mobile communications network, which will be shut down by 2024. As a result, PLUS ES is required to replace the 3G hardware and antenna in your electricity meter with 4G compatible hardware and antenna to ensure your Energy Retailer has access to your energy consumption information. For further information about the shutdown of the 3G network, please visit the following website: https://www.telstra.com.au/support/mobiles-devices/3g-closure
Who is PLUS ES?	PLUS ES is an accredited metering service provider and is an Australian owned company (formerly known as ActiveStream and Testing & Certification Australia). We install and maintain electricity meters and provide energy data on behalf of your Energy Retailer. PLUS ES provides these services to all Energy Retailers across Australia. You can find more information here: https://www.pluses.com.au
Is my Energy Retailer aware that you are carrying out this work?	Yes, PLUS ES has worked closely with all Energy Retailers regarding this program as the work is critical to be completed so that Energy Retailers can provide accurate and timely billing for their customers.
Will I need to pay for this work?	No, the work is completed free of charge and is part of the service PLUS ES provides to Energy Retailer's and their customers. You will not be charged for this work.
Will there be an interruption to my electricity supply while the work is completed?	No, your power supply won't be interrupted. The work can be completed safely without interrupting your power.
Do I need to be at home or stay home when you will do this upgrade?	No, you don't need to be home. We just need clear access to your electricity meter.
How long will it take for this work to be completed?	We expect the work will take no longer than 15-20-minutes to complete, provided we have clear access to the meter.