Joining AGL but Electricity connection stuck in “setup in progress”

[JohnTuttle]

Hi, I joined AGL last week (moving from another Electricity provider), but when I login it still tells me that “Account setup in progress”. Does this mean I’m still being charged by my former provider? I would rather start paying AGL, but I have no idea where I am in the changeover process.

Thank for any help

[Stanna]

It took around 3-4 weeks for me to move across.  I waited for the 10 business days initially, then contacted them via the app as it was stuck the same as yours.  They then seemed to initiate it again, and it took around another week to move across.

[megan_AGL · Accepted solution]

Hi John,

Thank you for reaching out.

Your electricity will transfer to AGL within your 10 business day cooling off period and your gas will transfer as of your next scheduled meter read after your cooling off period.

Once all meter readings have been provided to activate your account, this will show as active in your AGL app or My Account

Kind regards,

Megan

[anneandbruce]

My account 7116 603 163 was set up in late April. I am still being billed by Red Energy. Do I have to further activate my account?

[SYED_AGL]

Hi, 

Thank you for reaching out — I understand this situation can be a bit frustrating, and I’m here to help guide you through the next steps.

To clarify the current status of your account, please contact Red Energy directly and ask them to confirm whether there is an active account in your name.

Once you've confirmed this, you can provide proof that you've been with AGL since April. Based on this, kindly request that Red Energy backdate your move-out date to reflect when you actually switched to AGL. This can help ensure everything aligns correctly across both providers.

If you need help locating your AGL account details or proof of your start date, feel free to let us know — we’re happy to assist further.

SYED