Hello,
AGL informed customers that their or NBN issues which they tried to fix with the urgent maintenance from Thursday 20 Feb 2025 11pm are finally all fixed today, Sunday 22 Feb 2025. Two days later.
AGL sent notification SMS o Wed about Thu 11pm - 5am urgent maintenance.
Then, on Fri 1pm another SMS saying it's taking longer than expected.
Then, nothing for 29 hrs. Their status page was showing all green and NBN page for VIC, my area and my address were all showing all green.
My speed already dropped from 980Mbps to 56Mbps from Thursday.
I called AGL support on Saturday morning and they tried to go with usual reboot, restart, reset approach which I already performed on Friday night and obviously didn't solve anything. Only to inform me that they internally know about and ongoing issue.
I argued that tech issues are ok to happen but their communication should be proactive since I just wasted 1.5hrs to talk to them and also troubleshooting myself since they said all good. Their call centre even plays a message saying all fixed.
Now, I call again Saturday 3.30pm and the issue is still ongoing. After again trying to sell me a story about my end is at fault, agent finally acknowledged the issue is still ongoing, measures my speed and confirms it is not expected. After back and forth frustration, I again insisted that their lack of communication is that is causing the frustration. This time though, agent gives me the correct page to monitor the status telcostatus page. It was showing performance issues for VIC.
I insisted that VIC is a broad term and I need them to double check if that's affecting my particular connection and got the answer, yes it is. I also insisted that their comms and SMs updates should be proactive and left the feedback. Whatdayaknow, 1 hr after the call I get the SMS confirmation about the ongoing issue and this time correct status page url. Beautiful. I continue to monitor that page directly.
I monitored that page and around 9pm Saturday 21 Feb they finally update the page saying all is fixed and to reboot the modem. I do that.
Still the same issue and my speed goes up 100mbps max. Again, all speed tests which i performed daily for 2 years where showing constant 980Mbps. I am paying for 1Gbps FTTP so that was really good.
Now, I clearly see they are limited the speed from their end somewhere.
I called 3rd time, Sunday morning (today) just to be told it is fixed and then not fixed. Explained that an I am already very frustrated and agent ensured me he will help me put. 40min into the call he starts sayhe cannot hear me although I was speaking and then he decides to hangup on me. I am sent to the survey agaian and I again leave my voice feedback. Forgot to day. First agent got low score, second got highest score and now the third one, again the lowest.
Again an hour after the call, got SMS saying all resolved. I reboot again, speed still on 98Mbps, clearly limited.
I cannot express enough how frustrating that is. I am AGL's loyal customer with elec and gas and internet and mobile and that's how they treat me.
It is clear that they either have some hardware issue, like gigabit ports failure on thei side jemve they only handshake on 100mbps or they are rate limited my link by software.
Either of those requires an action from their side but nothing. It needs tier 3 engineers with access to all relevant equipment to reset my port since tier 1 is useless in this case.
How to you deal with that?
