All general questions and discussion related to AGL Internet
I wanted to share a frustrating experience I've had with AGL regarding my internet connection. Here’s the situation:
I signed up for an FTTP (Fibre to the Premises) plan last week. After signing up, I found out that my landlord does not approve of an NBN upgrade. So, on Monday, I contacted AGL via phone and online chat to explain the situation and requested to switch to the 100MB Home Fast plan instead of the 250MB Home SuperFast plan.
Despite my explanation, the customer service rep insisted that the NBN technician visit to check the feasibility of the upgrade. I scheduled the appointment for today.
This morning, the NBN technician came, checked the townhouse complex, and said that upgrading to FTTP wasn’t straightforward and couldn’t be done. He left without being able to connect my internet.
I called AGL again to explain what happened. The customer service rep said they couldn’t do anything immediately and that it would take up to 5 business days to downgrade my plan and connect the service. The rep was impatient and unpleasant, stating that recording my complaint was all they could do. When I asked if there was a faster way to get connected since I need the internet for work, he said a ticket had been raised, but we could only wait.
I then asked if canceling and rejoining would speed things up, but the rep was unsure.
In summary, I’m really unhappy with this experience, especially since I addressed my concerns early on. Has anyone else had a similar issue with AGL or have any advice on how to speed up this process? I need internet access for work and can't afford to wait an entire week.
Hi @eperry
I'm sorry to hear about the poor customer service that you have received, this does not align with our values, and we have fallen short here.
We want to make things right, if there is anything that we can assist you with, please feel free to contact us via one of the contact methods listed on our website - http://www.agl.com.au/contact-us. or call and ask for Escalations 131 245 Mon-Fri 8am-6pm
Kind Regards,
Glenn