Hi TNguyen01,
I submitted a request for meter change on 15/11/2018.
I believe from your explanation that the Solar Connections team have (as they did me) placed you on the Urgent(sic) list. Which considering our experiences is more than likely a forget it list.
After hearing nothing in regard to the original request, other than an email that was addressed to Hi team, asking for REC details and phase numbers (noting that the original email requesting the change was entitled Request for 3-phase bi-directional net meter for.....) so me just being a customer consider this as some internal banter asking for specifics as the they couldn't be asking for the number of phases as it was clearly stated (as it turned out they were asking me if my 3-phase was 3-phase (yes honestly) and for the installers details (the certificate of Compliance was attached )) I contacted them on 11/12/2018.
I was placed on the urgent list being assured that the meters would be replaced (if approved) within 2 weeks and that I'd get notified of approval within 3-5 business days. Low and behold no such notification. So I phoned again on 18/12/2018 (put the phone down on the first call as all the person just kept repeating 2-3 weeks). Phone again and I was told that it had been approved but that it maybe 2-3 weeks and I will still on the urgent(sic) list.
Of course that meant as you have said not being able to undertake anything that might result in loss or damage should the power be turned off (a week or so as per the original assurance was just a little inconvenient, now probably at least a month was way beyond that).
I used the online complaint process, complaining about the mishandling of the request, heard nothing as expected so complained to the Ombudsman on 8/1/2019.
Ombudsman contacted me the next day and said they would talk to AGL and that they would expect AGL to replace the meters with 10 business days as from the day they were notified which would be the 10/1/2019. I missed a call from AGL on 11/1/2019 (Fri) and got an SMS that they would try again the next business day.
14/1/2019 just leaving home at 07:00 and an electrician arrives. The meters were replaced with the smart meter, all done by 08:00 in the morning. the electrician also kindly turned the Solar on.
As such from my experience, the most likely way to get resolution is to move on to the Ombudsman once you are unhappy with any resolution aspect.
Of course now trying to change plan to Solar Savers, can't do it online even after waiting a few days as per advice from online chat. So have now sent an email to customer solutions.
Perhaps the "Hi Team" is some sort of AGL conspiracy to, by hook or by crook, makes us all part of the Team 🙂
