Unable to download usage data or log a bug

[KK1]

Hi,

I can no longer see "download your usage data". I went to log a bug but I got access denied... great customer experience here.

Will we see this feature again?

[_Mark_]

Hi there @JSCooksey, for us to help with that one, i'll need to take a look at the account. I'm going to send you a private message.

Thanks,
Mark.

[Belsesame]

same here, I've tried to have this fixed via chat, but all they want to do is email me a data report - anyway we could have the "Download your usage data" feature fixed? I can click the link and download a zipped CSV but there is no data regarding the actual usage in the file. I was told this would take a few days, but the issue is still there. Is this feature working for anyone else at the moment?

[Belsesame]

So, I've cancelled and reconnected to AGL and can now download data, but the charts in the portal don't work. Is this a mutually exclusive thing? Also, my data from before reconnecting is not available, which I guess I can obtain through a data request?

[Belsesame]

I still have the same issue - tried calling, and they still can't resolve this - so I can now download the data, but there is no billing data or charts on the portal and my previous data, which should have been billed was never sent or processed. I'm starting to think AGL have the worst customer experience and service I've ever seen. Signing up was a breeze via chat, but the fact that no one in the chat understands anything about the data charts, bills, or report extract is appalling. No matter how many times I've tried via chat, email, call, here in the portal, nothing changes! This has been since the 17th April. I would think these issues would be pretty quick to resolve, but this service is amazingly bad.

[SYED_AGL]

Hi,

Thanks for reaching out.

I’m really sorry to hear about this experience.

It sounds like the issue might be related to a glitch with the email address you registered. One of our dedicated agents will be able to resolve this for you quickly.

Please give us a call on 13 12 45 and ask to speak with the Resolutions Team. They will re-register the email linked to your account, which should fix the problem.

If you need any further assistance, feel free to reach out.

SYED 

[Belsesame]

I'm all good now - turns out there was an issue with the data from downstream providers, which is now resolved. The charts work from May onwards, and I can download the data for April.