Having the hardest time trying to work out my AGL internet bill. Now, they've moved provider from AGL to Aussie Broadband and I have a bundled electricity and internet account with AGL. With a $10 discount on the payment of the internet, per month, as a reward. And of course, when they change service provider, they charge me the full amount, no discount. So I got onto their chat, which worked. Now it doesn't work. And the result has resloved the problem? So I'm now charged at the rate with the discount, so it's $26.75 a month.
Now, the base charge is $25 a month with is noted in the account. But they still charge me $26.75, which includes a $1.75 for sending out a paper account each month. Now, the new company is not sending out the paper account, yet they're still charging me for it. So I need to contact with them again and say, "Look, you're not sending out the paper account, and therefore I don't have the details of dates or anything available to me." And I'm trying to make a payment. I don't have the new BSB and bank account details. And the old ones don't work. Because it's not being paid to AGL anymore. And yet you're still charging me the $1.75 a month for the paper account that doesn't arrive.
Then when I look at the portal, to check how much data I'm using, it shows that my account period has started changed from the 4th Of September to the 6th of September, which of course is the rollover date I understand that. But when I go to the portal, which is confusing in itself because it doesn't really provide much detail —I look at the data usage and it says from the 6th to today (picture) that I've used 11.57 gigabytes' worth of data. And yet you look further down, it says mobile data only 7.25 gigabytes. So which one is it? Because it's the same: it's a mobile plan for data usage only on the internet. So which is it, 7.25 or 11.57 gigabytes? I don't understand. So I can't manage my monthly data individually, day by day, if you don't give me the proper update of how much I'm actually using.
And of course, the terms of service have changed, where instead of 21 days, payment period I think it's a week payment period. And I haven't received a bill, and I don't quite know what to do.
Chat doesn't work anymore, and the wait times on those phone have now ballooned out to several hours. And there's no callback feature.
ChrisE, please resolve my queries over and above what the AI suggests below...
Regards, VKBob
Perplexity AI Assistant explains...
Your AGL telco account is caught in the middle of a genuine, large-scale migration mess — this isn't just poor luck, it's part of a company-wide handover from AGL to Aussie Broadband that's still mid-flight and clearly causing real billing and support failures for a lot of customers.
## Why This Is Happening
AGL sold its entire telecommunications business — around 350,000 broadband and mobile connections — to Aussie Broadband in a deal that completed in June 2026, with the actual customer migration onto Aussie Broadband's network beginning in July 2026 and expected to run through to Q2 of FY2027 (roughly April–June 2027) [1][2]. As of the most recent update, only about 116,000 of those connections had been migrated, meaning the process is far from finished and support systems are clearly straining under the load [3]. Critically, even though the network and back-end are shifting to Aussie Broadband, AGL is still the retail brand and still issues the bills — Aussie Broadband's CEO has stated plainly that Aussie Broadband now controls the underlying pricing structures for these customers, even while AGL fronts the billing relationship [4]. That split of responsibility is almost certainly why your chat and phone support have degraded so badly: you're stuck between two organisations, neither of which has full ownership of your specific billing problem right now.
## The $10 Discount and $1.75 Fee
AGL's mobile plans normally carry up to a $10-per-month discount when bundled with an AGL energy account, and separately a $15-per-month discount applies to internet when bundled the same way [5][6]. Your $25 base charge is a documented, standard fee, and AGL's own fee schedules confirm the $1.75 paper bill charge applies "for each bill sent by post" — it's not conditional on Aussie Broadband actually printing and posting anything, it's contractually tied to AGL's billing method for your account [7][8]. That's exactly the disconnect you've identified: if Aussie Broadband has taken over bill generation and isn't mailing paper bills anymore, you have a legitimate case that this fee should be waived, since AGL's own terms state customers can avoid it entirely simply by switching to eBilling [7]. You should request eBilling be activated explicitly and ask for a refund of every $1.75 charge levied since the physical bills stopped arriving.
## The Bank Details Problem
Because your account has moved to "Energy Telco Pty Ltd trading as Aussie Broadband Telco Services," the previous AGL BPAY biller code and bank account details are being decommissioned as part of the transition, and AGL is supposed to notify affected customers in advance of new payment details before the switch takes effect [9]. The fact that you haven't received updated banking details yet, while still being billed and facing a shortened payment window, is a genuine service failure on their end — not something you're able to fix from your side. This is worth escalating in writing (email, not chat) specifically flagging that you cannot pay because you were never given valid payment instructions, which is a strong point if you later need to dispute a late fee.
## The 11.57GB vs 7.2GB Data Mystery
This is almost certainly not a bug — it looks like your account has a shared data pool, and the two numbers are measuring different things. The "4G & 5G Capped Speed Data Pool" figure of 11.57GB out of 60GB is the total usage across everything sharing that pool, while the "Mobile (#####)" card showing 7.2GB is just your individual phone's SIM usage within that same 60GB allowance. If there's any other SIM, mobile broadband device, or secondary service linked to the same account and pool, its usage would account for the remaining roughly 4.4GB gap. Worth checking under "Show Mobile services in the pool" on that same screen — if it lists more than one service, that confirms the pool is shared rather than being a single mobile-only plan as you expected.
| Figure shown | What it likely represents |
|---|---|
| 11.57GB / 60GB | Total usage across the entire shared data pool (all services combined) |
| 7.2GB / 60GB | Usage from just the "Mobile (#####)" SIM within that pool |
## What to Do Next
Given AGL's chat is non-functional and phone wait times have stretched to hours with no callback option, your best path is likely AGL's written complaint channel or email support, since regulatory bodies like the Telecommunications Industry Ombudsman (TIO) generally require you to attempt direct resolution first before escalating — but a documented, ignored complaint (especially about missing payment details and incorrect fee charging) strengthens a TIO complaint considerably if AGL doesn't respond within a reasonable timeframe. Your instinct to give it about a week and then switch providers if unresolved is reasonable, particularly since Aussie Broadband itself, once migration completes, may end up being a more stable direct alternative given they're absorbing AGL's entire telco book anyway [2].
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