Hi Frustrated20!
Welcome to AGL Community!
It sounds like your buildings hot water may be managed by bulk hot water, this is not uncommon on apartment buildings. You can learn more about bulk hot water here.
I would recommend having a chat to you building manager or possibly your neighbours as this would be the same across the whole building.
If you need further help, feel free to touch base with us via the AGL App or My Account.
Thank you
Ellen