Lack of contact on the weekend on what might need urgent attention

[Geoff2]

Under Settings / Users, I discovered a "User" who was unknown to me and appeared to be from overseas. I would have liked to have cancelled this User asap but could not - it is Saturday. The Chat facility was of no use, so I finally rang and ended up with a person who could only handle Electricity accounts - I will have to call back on Monday. I don't know if there is an emergency service for this situation, but if there is it needs to be made available to customers. If not, there needs to be some alternative contact point.

The reason for accessing the App originally was to determine why my 100/20 account had slowed to 34/16 bps. I had received an SMS notice that there would be a closedown for maintenance on Thurs 11 pm and 5 am, and a follow-up advising the modification "had taken a little longer than expected....We'll send you another SMS with an update" (1:07 pm Friday).

No further SMS to date and I am operating at the abovementioned speeds.

Whilst I am annoyed, I am airing the experiences in order to find a constructive response from AGL and avoid the above issues repeating.

[Kylienb]

Same! I was blaming my kitten but she only knocked the power plug out of socket! I put a post on Facebook wondering if our accounts will be credited for the absolute inconvenience ¿ My TV's don't work without interest connection & l don't have an antenna! Explaining that to my 4 yr old grandson is impossible so he's been in tears several times today as it was too hot to play outside & he just wanted to watch monster trucks! 

I've gone back to uni & not having internet connection means l cant complete assessments due unless it's restored & then I'll now have to stay up half the night for how many nights? 

I expect more from agl in this day & age. If we owed them $ they wouldn't just except it & get on with life, so why should we except this outage & stupidly just pay the full amount for the month?!

[Sheena_AGL]

Hi @Geoff2 & @Kylienb 
I am really sorry to hear you have both been facing very similar issues with your internet, I can't begin to imagine how frustrating this will be for you both.

I do want to advise we have had a few outages recently with the internet which has also impacted the speeds of the internet plan. 

With the slow speeds, I recommend that you test an alternative ethernet cable if you haven't already, and doing a direct connection to the NBN box via an ethernet cable to a laptop/computer, if you get faster speeds through the NBN box, the fault is on our end, otherwise, if you still get slow speeds through the NBN connection then we will be able to raise a fault to NBN.

I do want to advise, if you are using an AGL modem we can make some configuration changes to the modem settings, I can also recommend even if you aren't using one of AGL's modem we can help guide you through the modem configuration.

Once the internet is working properly for you, we will be able to organize a credit to be applied to the account for the time the internet was not working for you properly.

Please contact us on 131245, or contact us on our live chat platform

Thank you, Sheena
AGL Telecommunications