Internet bill rising from $54 to $82.99

[M_P]

I don’t know if anyone has the same issue. I just got the internet bill for December and it is extremely higher than my regular plan fee. I am on a $54 monthly plan but it is $82.99. I searched my mailbox and there is no any notification regarding this. I am not sure if it is an error. 

[patriciahurdle1]

Yes, YES! I received mine today for the Basic plan. I have not had any notification.

[Gumwallaby]

Yeah.  Same issue different amounts to you, but a def increase and no explanation other than a cryptic line about Home basic with credits and charges.  No idea what is going on.
UPDATE- I checked with AGL.  They failed to account for some kind of credit.   I imagine the problem with billing is systemic but suggest you query your bill. Good luck

[Sheena_AGL · Accepted solution]

Hi @M_P 
I am really sorry to hear your internet invoice is higher than expected.
We did have a price change for our NBN plans, however we ask you to give us a call on 131245 so we can look into this further, the invoice shouldn't be $82.99 so we would love to take a look into this.
Kind regards, Sheena
AGL Telecommunications

[Gumwallaby]

Not resolved at least not as you might hope.  My bill went from $69 to $85.23

I asked for the price hike email twice, once by phone and once online messanger.  Also asked for a call back re pricing.  Nothing.  I also called re clarrification fof my bill.  Useless.  So, I have left AGL internet as AGL client service sux.  

Clearly the AGL profit in subscriptions justifies the churn.  However, it is very shortsighted when electriity, gas and mobile are cobranded in a very competitive market.  I will change my provider from AGL over the next few months for better deals from your competition.

The usual telecom churn practice is fine if it is not associated with other like branded product.  Eventually, customers will leave all catogories not just comms.  Be aassured I will advise anyone I know not to use AGL services as it is obvious customer loyalty is only a one way street.  

Good luck

[prdreilly]

I had the same problem, also no communication about the price change.  I was told an email was sent on such and such a date, but I checked spam folders, deleted items etc. and no email was received.

Very poor customer service!

[Natasha-AGL]

Good afternoon @prdreilly 
There was an error with the communication being sent out regarding the price increase. 

I am sorry this was not communicated to you, can you please call us on 131245 or contact us on the live chat platform
We will be able to help you and rectify this issue.

Kind regards Natasha, 
AGL Telecomunications 

[patriciahurdle1]

Good luck with that, I have spoken to two people who have assured me that I
only have to pay $62 (as you say no notification) and that it has been
adjusted on my account, and then this week I received an SMS telling me
that I am in arrears!
Serious accounts department issues.

[prdreilly]

Basically the front line people are of no help at all.  Once they escalated it to the next level I did get assisted by Natasha.
My issue was not the price rise but rather the lack of notification, and they were able to make it effective two months later, which I was happy with.

Not so happy that I wasted an hour or two (over 3 calls) with the first line of customer service agents that were totally inflexible and unhelpful.

[Sheena_AGL]

Hi @prdreilly 
I can understand where you're coming from.
Had you have received notification about this it wouldn't have taken as long to be resolved.
I am glad to hear you were able to get assistance from Natasha.
If you have any further queries please don't hesitate to contact us.
Thank you, Sheena
AGL Telecommunications