Smart Meter doesn't send data.

[EricTheRed]

I'm sure I'm heading for bill shock on Judgement Day. 

My meter won't upload data so have been on estimated usage for 5 months.  This meter has had these issues since it was installed in November last year to replace a meter that was working just fine.

It's well known that customers cannot submit meter readings if they have a smart meter, even if it's not so smart.

It's the middle of winter and my most recent estimated usage bill (Aug 22) shows a credit applied because of my solar panels.  That's inconsistent with recent years' actual reads for this time of year as our main form of heating is r/c a/c.

I've been in touch with the contractor many times and they will not advise when they are coming to attend, so they leave a card in the letter box as the meter is behind a locked gate. I call them to arrange a date as instructed and they never get back to me.

I have escalated to AGL resolutions and followed up. Dale in Resolutions sent me a text on 06 July 2022 saying he was still working on it, but no contact since then. I've sent in an online complaint.  No response.

At least electricity supply is unaffected. 

I hope the next contact will be an invitation to the AGL office happy hour.  I could use a drink.

[Pagey]

I've had an "exhausting" experience with AGL back and forth regarding my issues sending data back from my meter. Not as long as you, however extremely frustrating. 

[EricTheRed]

Hi Pagey

What I really didn't like was being blamed for it.  "We've tried to contact you" "They've left messages for you" "We've left cards in your letterbox"  "We've sent multiple texts".  All of it BS, like I was having some fun game with them over nearly 2 years.  I think what was really happening was that I was exposing the poor communication processes, structure and lack of customer focus in a big company.  Too many points of failure so they victim-blame because that could be the only reason things aren't being done, right?

The good part was that their algorithm was crediting solar more than I reckon I would have collected in reality!

But I'd had enough.  Doing the same thing and expecting a different result is the definition of crazy.

So I shifted my electricity account to Origin.  I didn't tell them anything about the meter. They noticed the comms issue in a few weeks and sent a technician around.  The tech found the locked gate, called me and said that someone would be in touch to arrange a date.  In 24 hours I got a call and set a date. The tech attended, fixed the problem and I've had no trouble since. I can see daily readings on the Origin Dashboard.

Easy right? Wasn't this all I was trying to get AGL to do?

Oh, and AGL shifted my electricity credit to my gas account.  At least they got that right... eventually.  Yes, I had to chase that, too.  Threatening with the Emergency Services Ombudsman may have helped, I don't know.

They've since offered me a $25 credit to return.  I reckon they're missing a few '0's from the offer, haha!

[Diannek]

We are currently having the exact same problem and aren’t sure where to turn next.After having solar panels installed it seems AGL are getting estimates of everything and we are getting higher electricity bills than before. No one at AGL seems to know how to fix it and we keep getting gaslit and fobbed off everytime we call.Could any one advise us what to do next?

[EricTheRed]

Like you, I reached my patience limit.I changed to Origin. They noticed the anomaly on their system within a couple of weeks.They rang me up and made an appointment for a tech to visit (meter is behind a locked gate). Tech attended as booked and fixed the problem. All done in less than a month.All I ever wanted AGL to do, right?CheersEricSent from my Galaxy

[Lester]

Trouble is @EricTheRed the estimates @Diannek is getting are probably overestimated, unlike your experience. 
Switching will mean they leave money on the table. 
As the solar is new, I feel the silt company has some obligation to get the system up and running correctly, and that includes metering, as wiring can be done wrong leading to bad data being sent. 

[Diannek]

The solar company can see the data perfectly on their end it’s just agl say they can’t see feed. The solar company discovered that when they put the paperwork in to add the solar to our electricity connection it was an outdated form that agl had changed, do agl has processed it and it’s ticked off as accepted but then was rejected and no one knew. A knew form has been emailed to AGL 2 days ago that the solar company believes should fix it and AGL refused to open the email or submit it in the connection department stating that it was already done in March , but that was the wrong form. It’s so incredibly frustrating to deal with this company and I would just pay their estimate bill and change suppliers if I thought it would be an on going problem.

[SYED_AGL]

Hi @Diannek 

I'm really sorry to hear about your experience — I can only imagine how frustrating and disappointing this must have been for you. You absolutely deserve to have this matter properly looked into.

If this issue was previously raised with our Resolutions Team, it definitely should have been investigated thoroughly. If you feel that hasn’t happened or the problem is still ongoing, please don’t hesitate to send me your account details via private message. I’ll make it a priority to look into it personally and ensure the appropriate team begins or continues the investigation.

 we want to make things right.

SYED 

[Diannek]

Bump? Still waiting for a response from Syed ?

[SYED_AGL]

Hi @Diannek,

I just spoke with Jesse over the phone, and it sounds like your process is on the right track.

Please keep me updated on how things go after someone visits your property to investigate the meter. I’ll be here to assist if anything further is needed.

SYED 

[Diannek]

Yes Thankyou Syed for the phone call. I will keep you posted, Thankyou for the assistance.