FAQs

What is the AGL Savers – Home Connect offer?

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‎18-11-2018 08:29 AM

Switch to the AGL Savers - Home Connect electricity plan and get a bonus Amazon Echo Dot.  Sign up or learn more here with our frequently asked questions. 

 

About the Home Connect energy plan

 

Why is this offer only available online?
By making the AGL Savers – Home Connect plan available online only we can give you a competitive offer as well as make it easy for you to set up. Just follow the instructions provided. If you have any questions, get in touch via AGL Webchat and we’ll be happy to help.

 

If I sign up to the AGL Savers - Home Connect energy plan, will I receive a new Amazon Echo Dot (3rd gen)?
Yes, eligible residential customers can take up the AGL Savers - Home Connect plan and receive a new Amazon Echo Dot (3rd gen) after their 10-business day cooling off period has expired. You are only eligible to receive one AGL Home Connect Bonus such as an Amazon Echo Dot (3rd gen) per supply address in any 12-month period.

 

Does a termination fee apply if I no longer want to stay on the AGL Savers - Home Connect energy plan?
No termination fees will apply, but we may ask you to return your Amazon Echo Dot (3rd gen) and pay for the postage costs if you choose to cancel your energy plan within six (6) months of your supply commencement date.

About the Amazon Echo Dot (3rd gen)

 

What can the Amazon Echo Dot (3rd gen) do for me?
The Amazon Echo Dot (3rd gen) is a voice-controlled speaker that connects to Alexa, a cloud-based service, to play music, control compatible smart home devices, set alarms and timers, check your calendar, weather, traffic, and sports scores, as well as get updates on your AGL energy account.

 

Use Amazon Echo Dot (3rd gen) to switch on the lamp before getting out of bed, turn on the TV from your favourite chair or dim the lights from the couch to watch a movie – all without lifting a finger.

 

When you want to use Echo Dot (3rd gen), just say the wake word, “Alexa” and Echo Dot (3rd gen) light ups and responds to your request.

Learn more about Amazon Echo Dot (3rd gen)

 

How do I get Amazon Echo Dot (3rd gen) to answer the questions I have?
That’s easy. Just say ‘Alexa’ before asking your question. For example, “Alexa, what is the temperature outside?”

 

Can I check what I’ve asked Alexa?
Yes, you can see what you’ve asked Alexa in the past by viewing your 'History' in the ‘Settings’ section of your Alexa app. But it’s worth noting that Alexa may not understand everything you ask perfectly, so some translations you’ll see in 'History' may not reflect what you said word for word. To help improve your experience, please share your feedback on inaccurate translations in 'History' within the Alexa app.

 

What colour Amazon Echo Dot (3rd gen) will I receive?
You’ll either receive an Amazon Echo Dot (3rd gen) in charcoal, heather grey or sandstone fabric. To see these colours, go to https://www.amazon.com.au/dp/B0792KRW2J/ref=fs_dt. Colour is dependent on stock availability at the time.

Delivery of your Amazon Echo Dot (3rd gen)

 

When can I expect to receive my Amazon Echo Dot (3rd gen)?
If you’re an existing AGL customer or have moved into a new home, your Amazon Echo Dot (3rd gen) device will be shipped to this mailing address approximately 7 business days after your 10-business day cooling off period or your supply commencement date, whichever is later. If you’re switching to AGL from another retailer, your Amazon Echo Dot (3rd gen) device will be shipped approximately 7 business days after AGL becomes your retailer, which could take up to 3 months. * We’ll send you an email when your Amazon Echo Dot (3rd gen) is ready to be dispatched, and a tracking number when it is shipped. Plus, you’ll receive delivery status updates until it’s delivered. *Subject to market timeframes for basic meter transfer.

 

What address will my Amazon Echo Dot (3rd gen) be sent to?
We’ll send your new Amazon Echo Dot (3rd gen) to the mailing address you give us when switching to the AGL Home Connect Plan. If you wish your AGL mailing address to be updated and your device to be sent to this new mailing address, please let us know as soon as possible at alexasupport@agl.com.au. Please provide your current electricity address, your new mailing address and best daytime contact number.


My Amazon Echo Dot (3rd gen) hasn’t arrived – what should I do?
If you’re an existing AGL customer or have moved into a new home, your Amazon Echo Dot (3rd gen) device will be shipped to this mailing address approximately 7 business days after your 10-business day cooling off period or your supply commencement date, whichever is later. If you’re switching to AGL from another retailer, your Amazon Echo Dot (3rd gen) device will be shipped approximately 7 business days after AGL becomes your retailer, which could take up to 3 months. * Contact us at alexasupport@agl.com.au to find out the status of your transfer. We’ll send you an email when your Amazon Echo Dot (3rd gen) is ready to be dispatched, and a tracking number when it is shipped. Plus, you’ll receive delivery status updates until it’s delivered. *Subject to market timeframes for basic meter transfer.

Set up and use Amazon Echo Echo Dot (3rd gen)


How do I set up my Amazon Echo Dot (3rd gen)?
First, download the Alexa app and sign in. With the free Alexa app, you can set up your device, manage alarms, music, shopping lists, and more. The Alexa app is available on phones and tablets with:

  • Android 5.0 or higher
  • iOS 9.0 or higher

To download the Alexa app, go to the app store on your mobile device and search for "Alexa app." Then select and download the app. Next, sign into your Amazon account, or if you don’t have one, create an Amazon account.


You can also go to alexa.amazon.com.au from Safari, Chrome, Firefox, Microsoft Edge, or Internet Explorer (10 or higher) on your Wi-Fi enabled computer.


After that, continue your first time Amazon Echo Dot (3rd gen) device set up by following the prompts in the Alexa app or alexa.amazon.com.au.


If you are having trouble setting up your Amazon Echo Dot (3rd gen) device, get help here.


What should I do if the Amazon Echo Dot (3rd gen) sent from AGL is faulty?
If you wish to return a faulty device to AGL, please complete our online form with your details and we’ll send a product return satchel to your mailing address, which you should receive within three to five business days. After it arrives, we’ll arrange for a replacement device to be shipped out to you. You can also contact us at alexasupport@agl.com.au for help. The Amazon Echo Dot (3rd gen) device is covered by a limited one-year manufacturer’s warranty. There will be instructions in that warranty on how to make a warranty claim directly with the manufacturer. You may also have additional rights and remedies under the Australian Consumer Law.


If the AGL Skill isn’t working for me, what should I do?
First, make sure you’ve set up the AGL Skill correctly by following the instructions at agl.com.au/alexaskill or as above in ‘how do I set up my Amazon Echo Dot (3rd gen)?’


After you’ve done that, try to get the AGL Skill working by saying "Alexa, open AGL” or “Alexa, ask AGL" and asking some of these questions:

 

  • "What’s my account balance?"
  • "What’s my bill amount?"
  • "When’s my payment due?"
  • "What’s my electricity cost to date?"

If the AGL Skill still isn’t working, try seeing if other Skills work by asking Alexa some different questions. If only the AGL Skill isn’t working, please try linking your energy account again.


If Alexa can’t answer any questions you ask, please use the Amazon help page for further assistance. 


How do I change my country settings, so I can use my Echo Dot (3rd gen) or Amazon Alexa in Australia?
You can go here to change your country settings with Amazon Australia. This will allow you to see Australian Skills in the Amazon Alexa app.

 

About the AGL Skill for Amazon Alexa


What is the AGL Skill and what does it do?
The AGL Skill has been created to help our customers who have an Amazon Echo Dot (3rd gen) or other Alexa-enabled device to get information about their AGL energy account quickly and easily.

 

Simply speak to your device and say "Alexa, open AGL" and ask questions like:

 

  • "What’s my account balance?"
  • "What’s my bill amount?"
  • "When’s my payment due?"
  • "What’s my electricity cost to date?"

You can also switch to e-billing and arrange a payment extension.


Why should I have the AGL Skill on my Amazon Echo Dot (3rd gen)?
Using the AGL Skill on your Amazon Echo Dot (3rd gen) lets you access things like your AGL account balance or bill due date without having to lift a finger. Simply ask Alexa to tell you! And, if you’re an AGL customer with a smart meter at home, you can even hear your estimated cost to date along with an estimated bill projection. We’ll add more capabilities to the AGL Skill soon, so stay tuned.


How do I set up and use the AGL Skill?

It’s easy to get the AGL Skill on your Amazon Echo Dot (3rd gen). Step by step instructions and a demo video can be found at agl.com.au/alexaskill.


Can I link more than one AGL account to the AGL Skill?
If you have multiple energy products (such as Gas) or supply addresses as part of your AGL account, you can access all of them via the AGL Skill. Simply log into My Account to manage what you have linked. The AGL Skill can only be linked to one AGL My Account.


Why isn’t Alexa answering my questions?
If Alexa doesn’t answer one of your questions, it might be that what you’re after doesn’t yet exist in the AGL Skill. As we grow the features of the AGL Skill, we may update you via email, plus notify you about the changes through the Amazon Alexa store.


In the meantime, if you have feedback to share about the AGL Skill, we’d love to hear it. Simply join this thread.


I’ve already paid my energy bill - why is the AGL Skill telling me it’s overdue?
Payments can take up to two business days to register against your AGL energy account. So, if your last payment was made after 6pm, out of business hours on a weekday, or on a weekend, there may be a delay.


If you’ve paid your outstanding bill in full within the last two business days, please ignore any overdue payment information that’s provided by Alexa.

 

How will the AGL Skill evolve?
We’ll keep adding new and enhanced voice features to the AGL Skill. That’s because we’re committed to hearing and acting on the feedback we receive from our customers.


By applying our insights and expertise in energy management to new technologies, we plan on making your ongoing experiences with us even better.


If you have feedback to share about the AGL Skill, we’d love to hear it. Simply join this thread.

 
If I don't want to use the AGL Skill anymore, what should I do?
To unlink your AGL account from Alexa, simply:

 

Or, to completely remove the AGL Skill, click ‘Disable’. You can add the AGL Skill and link the account again whenever you’d like.

 

Privacy and data security

 

Is my personal data secure?

At AGL we take privacy seriously. Steps we take to secure your personal information include that we seek to only provide Alexa with information that is necessary to answer your question or use the Skill. For example, you’ll notice that data, such as your personal address, is not provided fully. It’s still your responsibility to ensure that Alexa can’t be heard by anyone else, so remember to be aware of who is around you when you ask Alexa for your information. We use end to end encryption to ensure your data is safe and secure.

 

How do I know my personal data is safe?
AGL is always working to have appropriate measures in place to protect your personal information. We take steps in accordance with the Guide to Securing Personal Information published by the Office of the Information Commissioner, to secure our systems and the personal information we collect. We also share non-personal information about how people use our websites with security service providers to ensure that our websites are protected.

 

For more information about how we protect and manage your personal information see our privacy policy. When you use the Amazon Alexa Device, Amazon will also collect and use your data and personal information and this collection and use will be governed by Amazon’s privacy policy and its additional terms of use.

 

When are devices streaming audio to the cloud?
Echo devices use on-device keyword spotting to detect when you say your selected wake word (Alexa, Amazon, Echo, or Computer) – the device does not stream audio to the cloud unless the wake word is detected or the action button is pressed.

 

After they hear the wake word, they record what they hear for two purposes:

 

  • To send your request to the Alexa voice service in the cloud for processing: for Alexa to figure out what you said, and how to respond; and
  • To send a copy of your request to the History file for your specific device, which you can access in the Alexa app. This is useful for you, because when Alexa doesn’t respond as you expected her to you can see what she thought you said in the app. It also helps Alexa get better at understanding you over time as you interact with and correct her. However, if you’re uncomfortable with having the History stored you can clear the file in the app anytime you’d like. Just go to Settings > History.

It’s true that Amazon is keeping overall statistics on what types of requests Alexa device owners are making and what types of errors Alexa is experiencing, but these statistics are not tied to individual users or device owners, and they help Amazon to keep making the Alexa service and devices better by keeping track of what consumers want from Alexa but aren’t getting currently or aren’t getting reliably.

 

Where can I get more information on voice services and data security?
Amazon has a help page here

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