Internet setup

[zaccccch]

I wanted to share a frustrating experience I've had with AGL regarding my internet connection. Here’s the situation:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

[AGLZAC]

Hi @zaccccch 

Sorry to hear you are having this unpleasant beginning with us. 

I am going to privately message you to resolve this matter. 

Thank you, 

[eperry]

• Yes. They set up my internet without my consent when all I had asked for was electricity and they deactivated my already set up internet with a different company and then had the audacity to send me a bill even tho I had no internet or even used internet with them and then they sent me a modem and said if you don't send it back we will charge you $200 plus or whatever their modems cost. So then had to drive down to post office to send it back. And then I rang them and the first guy I got was extremely rude and said he would not give reimbursement because I had to reactivate my account with the other company for $74 and had no internet for 2 weeks whilst trying to reactivate it and he hung up on me. It was the most stressful 2 weeks of my life. I'm doing full time online study and running a business that needed internet. I asked for reimbursement and STILL haven't received a dime from them after 3.5 weeks of calling day after day. They keep promising oh yeah we will give you reimbursement and yet nothing in my account. Time is money for me and I literally have given them probs 15 hours of my life so far complaining ringing emailing. All because some woman in India or the Phillipines called Eliza or Elisa who can't speak English decided to sign me up for internet even tho I did not request a package or even consent!!!. I can't even begin to explain the frustration. And then to top it off I get a we are really sorry email about your experience. What about financial compensation for the stress of the past 3.5 weeks. Honestly absolute joke. 

[Glenn_AGL]

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