Internet connection

[ingridcoma]

Dear AGL Customer Service,

I am writing to formally lodge a complaint regarding the significant issues I have recently experienced with your internet service. I have been a loyal customer for the past two years since moving to my current property and have never encountered any problems until now.

On 14/08/2024, I requested via your online chat service to disconnect my internet on 13/09/2024, making 12/09/2024 the last day of service. This request was made because I am moving houses, and the new property already has internet service. However, a serious error was made on your end, leading to my internet being disconnected on Friday, 16/08/2024, almost a month earlier than requested.

This premature disconnection has left me and my flatmates without internet for the entire weekend, a major inconvenience as we all work from home and rely heavily on a stable internet connection. Despite spending over three hours on the phone with your customer service, during which I was treated disrespectfully by your staff, I was told a new service would be set up and connected within 72 hours. However, 72 hours have passed, and the service has still not been connected.

Upon contacting your team again this morning, I was informed that NBN attempted to connect the service but found another provider in the unit. This is incorrect, as AGL has been our sole internet provider since we moved in. I was then told a new order would be placed, requiring another 48 hours to establish the connection. Given the numerous delays and excuses since last Friday, I have no confidence that this issue will be resolved promptly.

The lack of internet service has caused significant disruptions to our work and daily lives, and I am requesting the following:

1. Immediate reconnection of the internet service as initially promised.
2. A discount on our bill to compensate for the inconvenience and disruption caused.
3. Confirmation that the service will be disconnected on 13/09/2024, with 12/09/2024 being the last day of service, as originally requested.

I expect a swift resolution to this matter and look forward to your prompt response.

[bill763]

Dear AGL Customer Service,

I am writing to formally lodge a complaint regarding the significant issues I have recently experienced with your internet service. As a loyal customer for the past two years since moving to my current property, I have never encountered any problems until now. 

On August 14, 2024, I requested via your online chat service to disconnect my internet on September 13, 2024, making September 12, 2024, the last day of service. This request was made due to a change of residence where internet service is already in place. However, a serious error on your part resulted in my internet being disconnected prematurely on Friday, August 16, 2024, almost a month earlier than requested.

This unexpected disconnection left me and my flatmates without internet for the entire weekend, a significant inconvenience given that we all work from home and depend heavily on a stable internet connection. Despite spending over three hours on the phone with your customer service, during which I experienced disrespectful treatment from your staff, I was assured that a new service would be established and connected within 72 hours. Unfortunately, this timeframe has passed, and the service remains disconnected.

Upon contacting your team again this morning, I was incorrectly informed that NBN attempted to connect the service but found another provider at the unit. This is inaccurate, as AGL has been our sole internet provider since our tenancy began. I was subsequently informed that a new order would be placed, requiring an additional 48 hours to establish the connection. Given the repeated delays and inconsistent explanations since last Friday, I have serious doubts about a swift resolution to this issue.

The absence of internet service has caused substantial disruptions to our work and daily routines. In light of this, I request the following:    

Spoiler

EZPassNH

Immediate reconnection of the internet service as initially promised.
A significant discount on our bill to adequately compensate for the considerable inconvenience and disruption caused by this error and the subsequent delays.
Clear confirmation that the service will be disconnected on September 13, 2024, with September 12, 2024, as the final day of service, as originally requested.