topic Re: Net Meter upgrade issue in Solar, Batteries & Electrification

Net Meter upgrade issue

XNguyen — Mon, 15 May 2017 06:06:45 GMT

Hello everyone

After being advised that AGL would be upgrading our meter from Gross to Net meter back mid 2016, we hadn't heard anything from AGL until we followed up with them in late March 2017. We were advised that AGL would come around and perform the upgrade in Apr 2017.

Fast forward to May 2017 and as we haven't seen anyone come around to do the upgrade, we recieved a letter to say that there are some required additional work at our place and AGL was unable to tell us what are those additional works.

We have been in touch with AGL call centre 3 times and each time we've been advised that they have send emails asking for clarification from the Deployment team. And each time we were told that there are no update from the Deployment team.

Has anyone experienced the same issue?

We're looking to put in a formal complaint and would take it to the Ombudman if needed.

Thanks

Re: Net Meter upgrade issue

CatherineG — Tue, 16 May 2017 02:04:33 GMT

Hi @XNguyen,

Thanks for getting in touch with us, sorry to hear about the meter exchange delay and that your solar meter has not been reconfigured from gross to net metering.

If your meter exchange was previously not completed due to:

Meter board too small
Failed compliance test within the meter
Unable to isolate supply due to multi-occupancy site
Meter is located above 2 meters – networks do not allow work to be completed
Bad wiring
Damaged meter board
Asbestos

You can now contact a local ASP (Accredited Service Provider) who will complete the meter exchange and if you organise this before 30 June 2017 the meter will be provided free of charge. Please use this link to find out more information.

If you would like account specific information, happy for you to get in contact with myself via private message.

Thanks!

Re: Net Meter upgrade issue

RF — Tue, 16 May 2017 08:05:39 GMT

Seems like you're not the only one, XNguyen. I was promised new meters by the end of last year back in July, then in November andf again in early December. By February it was "by the end of April'. Guess what - May is here and - no meters.

Re: Net Meter upgrade issue

H-Tai — Wed, 21 Jun 2017 05:47:12 GMT

Same here, I called them in March and the girl said I was on priority list and they will send me a letter 2 weeks prior the installation. it's now in June and still nothing.

Re: Net Meter upgrade issue

frustrated66 — Mon, 26 Jun 2017 02:48:46 GMT

I have been trying to get a Net meter upgrade , have spoken to AGL on at least 10 occassions over the past 6 months , have been promissed on several occassions and even been given a date on a couple of times but no one ever turns up nor does AGL advise me .

I am now being told that it will happen over the next couple of months!!

Cant say I have any faith in AGL ever installing this meter.

Have been an AGL customer for over 10 years and now have no choice but to change suppliers.

Not good enough AGL your PROMISES mean nothing.

Re: Net Meter upgrade issue

CatherineG — Wed, 28 Jun 2017 07:45:18 GMT

Hi @frustrated66.

Really sorry to hear that your meter exchange has not been completed as of yet. You can contact an accredited service provider and arrange the meter exchange yourself. The meter will be provided by AGL free of charge.

Otherwise if you would like to send myself a private message with your account details, I will investigate with our Digital Metering Team as to when this exchange will occur.

Thanks!

Re: Net Meter upgrade issue

Cad — Thu, 10 Aug 2017 04:02:47 GMT

I am extremely frustrated too. I called in February to request changeover to a net meter & was told it would be by the end of April or beginning of May 2017 latest. I chased them on 5 May & was told there was no order placed even though I'm on the 'priority list'. They then said it would be done by August & I would receive a letter 2 weeks beforehand to confirm the date it would happen. I have not heard anything. I chased AGL again today & they said I am now on the planning list but they could not provide a date when it would happen & it probably wouldn't be anytime soon. This is ridiculous. I was going to go with another company but decided on AGL as they said it would definitely be done by beginning of May at the latest. AGL you have broken your word & I have absolutely no faith in you. If you are too busy then tell customers so they can make an informed decision as to whether to stay with you or not. You do not deserve to have customers if you treat us like this. I now have 3 options: (i) stick with AGL & wait forever while you mess us around & give us no concrete idea of when the changeover will happen; (ii) pay for an electrician to do it but that's too expensive; (iii) change to another retailer but then I have to go to the back of the queue... In the meantime I have lost $$ in savings I would have made since the beginning of May if the net meter had been installed when you said it would be installed. It is definitely a case for the ombudsmen & a worthy cause of some serious social media backlash (which I am happy to start the ball rolling on as I work in marketing)...

Re: Net Meter upgrade issue

Jordanemm — Sun, 13 Aug 2017 12:17:00 GMT

Hi Cad,

Thank you for your post, and apologies for the delayed response.

Your message is very hard to read, understanding that we have let you down on so many occasions. To realise that so much time has lapsed without a sufficient resolution to your request, I can only recommend one course of action. If you have not pursued this line of contact already, please email our complaint and resolution department on complaints@agl.com.au. Please include your account number, any reference number you may have, along with your best contact number. They will get in contact with you within 2 - 3 business days, after receiving your email.

This is the highest point of escalation, internally. You will also have direct contact with a very experienced team, equipped to manage this headache.

Please let us know if there is anything else we can help with.

Sincerely,

Jordan

Re: Net Meter upgrade issue

SC — Thu, 05 Oct 2017 10:09:22 GMT

I needed to get the Ombudsman involved to get it done. I waited 7 months

well

LG — Thu, 12 Oct 2017 08:33:41 GMT

@RF wrote:
Seems like you're not the only one, XNguyen. I was promised new meters by the end of last year back in July, then in November andf again in early December. By February it was "by the end of April'. Guess what - May is here and - no meters.

Re: Net Meter upgrade issue

Mookie1085 — Mon, 16 Oct 2017 06:46:00 GMT

I am in the same situation. I have had solar panels installed in January 2017 and immediately called AGL to request a new metre. They informed me that I was on the “list” and should receive a new metre by April 2017.

Fast forward a few months, I call and they inform me a technician/electrician or someone came by my house in March (with zero notice beforehand) and the gate to my back yard was locked. Of course it is!! I was supposed to receive a letter before that person came, which I never did, telling me that someone would be coming over and another letter afterwards informing me that they could not access the old metre. Nothing has been received. Ever!

I called again in August to find out the above information and requesting an update. Had to go through 3 different departments to get someone who could help me with this matter and all she could say was that it was out of AGL’s hands as they use a contractor to perform the work and they don’t even know the next time the contractor will be in my area. I cannot state how frustrating this is. She informs me that i will receive yet another letter from AGL - which I haven’t yet - telling me the newest eta.

I think I may have to switch energy providers or take this to the ombudsman.

It has been 9 months of waiting and I have yet to receive any communication back from AGL.

Can I book in a separate provider of the new metre and have AGL pay for it?? I would like to have this installed before summer.

Re: Net Meter upgrade issue

jayden_AGL — Mon, 16 Oct 2017 21:43:58 GMT

Hey Mookie1085,

Thanks for reaching out!

We're sorry to hear that this incident has been such a pain point for you, as this is not the intention of our service.

In response to your enquiry, you do have the option of engaging an 'Accredited Service Provider' (ASP) who is in an independent electrician, who can complete this upgrade for you. AGL will provide a smart meter free of charge to this service provider, however, you may incur some charges from the service provider for any costs related to the installation of the meter itself. For information regarding the ASP's available in your area, you can follow this link: http://aglener.gy/ASP.

If you have any further enquiries, please don't hesitate to sing out!

Kind regards,

Jayden.

Re: Net Meter upgrade issue

michael2262 — Fri, 03 Nov 2017 01:01:22 GMT

I also rung to have my meter changed to net and was promised August 2017 but still not a word since. Not as bad as others but it seems all AGL wants to to get as much money out of us first as going net will result in them charging us less.

Electricity suppliers are suppose to be loonking after consumers so maybe everyone should not wait that long and just submit a compliant to the ombudsman. The more complaints may get them to do the right thing.

I’ll wait till the new year and will lodge a compliant.

regards

michael2262

Re: Net Meter upgrade issue

Mookie1085 — Fri, 03 Nov 2017 02:08:59 GMT

I have contacted 3 of the ASP’s in my local area and only one has provided me with a quote. It is $715! I am not prepared to pay this, especially since I have been waiting so long for AGL to hold to their word about getting one installed for free by April 2017. I would happily arrange an ASP to install the meter if AGL paid for the install!

I don’t think that is too much to ask!

I really wish that I could speed things along!!

Re: Net Meter upgrade issue

NathanB — Fri, 03 Nov 2017 03:29:31 GMT

Hi @Mookie1085

We're sorry about the delay in getting your net meter installed, the team are working as hard as they can to ensure that customers who have yet to have their new meters installed, are not waiting too much longer. I understand that this doesn't make the waiting better, and while I don't have an exact timeframe for you currently, the advice I've received from our new connections team is that they are trying to speed things along for customers currently experiencing delays.

Re: Net Meter upgrade issue

neversaynever — Fri, 17 Nov 2017 20:34:10 GMT

So pleased I found this Community web site.

Had long discussion with my precious electricity provider who I was using for many many years.

They either wanted a monthly fee for a net meter of asked me to have it installed myself. Gave me a list of authorized electrician and I got 2 quotes well over $1000 and many didn't answer my requests or just told me they do industrial only.

Out of the blue I received a phone call from a call centre suggesting to change service providers, normally I cut them off but I was interested. AGL offered a good deal and a free Net Meter upgrade. I signed up and contacted them within the cooling off period, when they would install my meter. Answer was, can't be done until the next meter reading which as 2 months away. Offered for me to pay the meter reading / they come out within a week if I would have moved.....but was told: Sorry not possible.

The date of meter reading went past...no sign of follow up from AGL. Wrote a complaint on their website and got the answer: we look into it and come back to you. 2 weeks later I get a phone call: You are on the waiting list. We might install your new meter in 6 months, but no guarantee. Excellent I produce heaps of power over summer with my 5 KW system and AGL pay me peanuts and charge big bucks for energy used. come winter they install my meter, when power production is down. Some one suggested to take AGL to the ombudsman or NSW fair trading for grossly misleading me to get my business. But maybe I get help and justice here.

Re: Net Meter upgrade issue

jayden_AGL — Sun, 19 Nov 2017 11:52:02 GMT

Hey neversaynever,

Thank you for taking the time to provide this feedback!

I'm sorry to hear that we've put you in such a difficult position with your meter upgrade. Please feel free to send me a private message including your account number and email address, and I'll be happy to see what I can do to help!

Cheers,

Jayden.