Internet speed

[Woodchopper]

Since being advised of AGL NBN changing to Aussie Broadband my internet speeds have dropped significantly. I have done all the usual checks. Is this deliberate by AGL?

[Soma]

Hello,

My internet has been down since yesterday, and this is not the first time this has happened. I contacted your customer support, and your representative told me the service would be restored within five hours. However, the internet is still not working.

At the same time, you charge customers extra fees for late payments and have increased the price of the internet plan. As a paying customer, I expect a reliable service that matches what I'm paying for.

I would appreciate it if you could resolve this issue as soon as possible, explain the reason for the outage, and consider appropriate compensation for the period I have been without service.

Thank you.

[barbarella_32]

Mine is painfully slow, and Aussie Broadband isn't recognising my account number with AGL - no one seems to know whose customer I am? This transition has been so poorly handled.

[ChrisE_AGL · Accepted solution]

Hi @Woodchopper and @barbarella_32 

If you have checked and followed the steps for fixing slow internet speeds and checked to make sure that your speeds aren't being impacted by any known outages. 

I'd recommend you contact our support team who will be able to look into this further for you. 

Thank you, Chris

[ChrisE_AGL]

Hi @Soma,

I always first suggest checking if there is an outage to check our outage tracker as this will advise if it's currently being worked on. 

If after checking you find that it's not a widespread outage and only on affecting yourself, please reach out to our support team who will be able to assist further. 

Thank you, Chris

[Camm]

I am experiencing the same issue now and I have tried their customer service chat and no one replied. Now I've been waiting on the phone for.half an hour for a customer support agent to help me. This is ridiculous. I greatly regret swapping to AGL now because ever since I transferred to them from TPG all i have been having are network connection issues and snail speed internet connection.