AGL App not updating Useage & Solar Feed In Data

[Solar_Girl63]

Seems a lot of AGL customers have reported this same issue many times on the Community Forum.

I'm now experiencing the same problem with my last update received on 24 September and nothing to date (30 September).  Previously, the App was updating useage and feed-in data every 48 hours but it now seems to have stopped.

I messaged Support Team who advised me to clear the App Cache, un-install and re-install the AGL App to reboot the system.  I did this but still the tracking is not working.

Can anyone explain why this problem keeps recurring ?  Is it an issue within the AGL app itself which needs to be resolved by the AGL Technical Team ?

Thank you for any information you can share on the subject.

Cheers !

[David_AGL]

Hi @Solar_Girl63 ,

There's a lot of different things that can cause your usage data to stop updating, so although it may look like the same issue is reported many times, it is often different issues with the same symptom, and need to be looked into separately for each account. 

Shoot me a private message with your account details (click my name and then "send a message") and I'll have someone look into it.

[Solar_Girl63]

Thanks for your acknowledgement David_AGL.

Have sent you a private message with my details for further investigation.

Cheers,

Solar_Girl63

[Yeti]

Hi David 

My app is not updating data for a week. I contacted a human through the virtual enquiry, this human at a call centre on the other side of the world said it’s a generalised problem all AGL customers are experiencing today & engineering dept are working around the clock to fix! Weird, I called my sister & a neighbour who both use AGLs app & theirs is working perfectly like normal usage & selling solar to the grid. These call centres do not represent AGL well they are not trained & do not want to help, paid to answer the phone & don’t give a dam about the customers. 
How do I speak to a local technical person to have this problem resolved please. Thank you 

[Victor2]

I’ve been with AGL now for 4 months and on that each month I have complaint to agl of trying to charge me double supply charges. On each occasions of each month I spoke to a different resolution person to have one supply charge refunded, and still the extra meter in the meter box isn’t being removed, Another I just had a 50 kwh battery installed so I won’t be buying any power from the grid but going by the agl app I’m buying energy from the grid and at this stage the app showing my power bill is even higher before I had a battery installed. With my solar system I shouldn’t be paying for any electricity l should be in credit. Once it’s all sorted out I’m walking, plenty others out there

[ChrisE_AGL]

Hi @Victor2 

if you are using more power than what your system is able to output into your house safely than you will also be getting power from the grid at the same time. 

I'm going to send you a Private Message to get some account details so that I can look into this further for you. 

Thanks, Chris

[Lester]

@Victor2 besodes the dialy supply charge, there is also the CL trap with an electric HWS if applicable.

These are totally separate metering to general usage and solar grid feed, so if you did have a HWS on CL, check that out.

Needs to be put onto general usage circuit, preferrably woth a timer, so you can set it for soalr soak hours or night time for a little battery top off.

YES, I know you said your bill was higher than pre solar and battery, and this should not be the case of course even with the above . . . so, I recommend having your solar / battery people come by and check out wiring up is all ok, solar companies do get it wrong more often than some realise.