Knowledge Base

Find FAQs and other information in these articles published by an expert.

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We’re gradually moving all of our customers from AGL Energy Online onto the new My Account website. You don’t need to do anything – once you have access to the new My Account website, you’ll see a message when you log in.
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Yes, you can – and it doesn’t matter if you’re signed up to eBilling or get mailed paper bills either.   Direct Debit lets you pay each bill by its due date automatically, helping you to keep on top of them.   Simply head to this page to get started with setting up Direct Debit - just have your account number handy, as you'll need this to sign up. Otherwise, call us anytime 24/7 on 131 245 and we’ll help set it up over the phone.
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You can cancel your Direct Debit arrangement online or by calling us anytime 24/7 on 131 245.
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All meters have a display or information button (clear or grey in colour) which lets you scroll through its different registers. What you’ll see will all depend on the type of meter you have. If you live in New South Wales, Queensland or South Australia, you’ll have one of the meters pictured below installed. Have a look to see which one is yours. Meter type: ‘Mk10D’– Three phase, one element:     The table below shows meters register, LCD Label and Description.    Register LCD Description F03D 01 Standard Current Date and Time 1E00 03 Net Export Wh Total IE10 13 Net Import Wh Total       Meter type ‘MK7C’– One phase, one element:     LCD Description 01 Standard Current Date and Time 03 Net Export Wh Total, Cumulative Total, Unified 13 Net Import Wh Total, Cumulative Total, Unified       Meter type ‘MK7A2’– One phase, two element:     LCD Description As Per Configuration 01* Standard Current Date and Time 03* Net Export Wh Total 13* Net Import Wh Total 07* Export Wh Load (Gross Solar in case of PFIT) 43 Import Wh - Controlled Load 53 Export Wh Total - General Light and Power 63 Import Wh Total - General Light and Power   *Some of the older meters will only have 4 LCD displays (01, 03, 07 and 13)
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After you sign up to AGL for gas or electricity, it can take as long as three months for your service to transfer across to us. During that time, we won’t have any usage information to show you in your My Account portal. We’ll contact you once your transfer is complete, so you can log in and see it all for the first time.
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Yes. We’ll need your home to stay connected to the electricity grid to be a part of the virtual power plant and help to support the grid. This way you can also power your home in the event that your solar system is not generating enough energy and you have no available stored energy in your battery.
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The agreement to participate in the virtual power plant is for a 5 year period. To participate in the virtual power plant, you must remain an AGL Energy electricity customer for the 5 year term of the agreement. At the end of the period you can choose to exit the agreement. By participating in the virtual power plant you will have a cutting edge battery installed at a great price. If you choose to exit the agreement before the scheduled end date, you will be required to pay an early termination fee. The fee is capped at $5,000 and takes into account the period you have participated in the program and the total value of the products installed. This early termination fee is listed in the terms and conditions provided with your quote.   If you move house, AGL may agree to transfer ownership to the new owner or arrange for your battery to be transferred to your new property at your cost, so you can keep enjoying the benefits.
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Yes. AGL is pioneering the world’s largest virtual power plant in South Australia. The first 150 virtual power plant battery sales will be limited to metropolitan Adelaide homes. Any future battery releases will be further limited geographically and communicated at the time of the release. In the future, innovative ways of producing, storing and sharing energy via a virtual power plant model may become available to consumers in other states. If you don’t currently meet the geographic eligibility criteria for AGL’s virtual power plant, but want to start enjoying the benefits of battery technology, speak to one of our energy storage experts to register your interest – call 1300 760 034. You can also sign up to receive updates on solar energy storage offers and promotions. Simply visit our Energy Storage page, and register your interest to join the AGL Power Advantage Club by submitting your details at the bottom of the page.
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Your battery will come shipped with intelligent energy management software inbuilt and ready to go, to make sure your solar is working hard for you. We use digital technology, developed by Sunverge Energy, to help us intelligently manage your battery. Most of the time, your battery will discharge power to your home so you don’t need to draw energy from the grid. Occasionally, your battery will discharge power to your home or directly to the grid when there is high demand or instability in the grid. Usually this will happen at a time when your battery would be discharging anyway. You will receive your standard Retail Feed-in Tariff (RFiT) when solar energy stored in the battery is exported to the grid.
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By being a part of AGL’s virtual power plant you get a discounted battery price, helping you to enjoy the benefits of battery technology in your home for less. You can also store more renewable energy for use when it’s needed, and AGL can actively manage participating batteries to help reduce demand on the grid when it is struggling – like on a hot day when everyone is turning on their air conditioners. That could be by discharging your battery within your home so you draw less from the grid, or by exporting directly to the grid and paying you your standard Retailer Feed-in Tariff.
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AGL’s virtual power plant makes battery technology affordable for everyday Adelaide households. A battery helps your home to use more of the solar energy you produce when the sun is no longer shining but when your household uses most of its energy – at night, or early in the morning for example. By using more of your solar energy and less peak grid energy, you could help lower your energy bills.
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If you answer yes to the following questions we recommend that you give one of our battery experts a call to discuss how the virtual power plant can benefit you:   Do you own your own property? Do you have a solar system installed or interested in going solar? Do you live in metropolitan Adelaide? Are producing excess solar energy and being paid a feed-in tariff? Are you buying energy from the grid when solar energy is not available?   Any home that generates sufficient excess solar energy could benefit from participating in AGL’s virtual power plant, by using more of the solar energy you produce. If you are currently on a government solar bonus scheme feed-in tariff, installing a battery will affect your eligibility to access that scheme. You should consider your own personal circumstances when deciding whether to purchase a battery as part of this virtual power plant offer. You must be an existing AGL Energy electricity customer or wanting to make the switch to participate in this offer, and remain with AGL for your electricity for the term of the agreement. If you’re currently with another electricity retailer, one of our friendly AGL customer representatives can help you make the switch.
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 A virtual power plant put simply is a collection of individual batteries that are managed in unison to help power customers’ homes and support the grid.   It works like this – the battery installed in your home stores excess solar energy produced by your system, to use when you need it. This helps you to use more of your own solar energy and less from the grid. The virtual power plant then uses the solar energy stored in batteries benefiting you and your community to help support the power grid during peak usage times. Most of the time your battery will be actively managed to power your home with green energy and help save money on your bills.
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A quote for a standard installation is issued to all customers before a site inspection is carried out. A standard installation includes:   Installation of your Sunverge AC coupled SIS 7.7 kWh energy storage system, including a Schneider XW+ 7048 inverter and access to the AGL’s battery monitoring portal. Full installation on suitable flooring. ‘Suitable flooring’ is a concrete base, with a minimum thickness of 75 mm and free from cracks, that can accommodate approximately 270 kg of weight. Conduit and cabling between the battery location and the switchboard, up to 20 metres. Installation of a battery main switch circuit breaker, control circuit (VT) circuit breaker and two Current Transformers in the switchboard. The switchboard must have sufficient space to accommodate these additions.   A standard installation also assumes:   There is suitable flooring. ‘Suitable flooring’ is a concrete base, with a minimum thickness of 75 mm and free from cracks, that can accommodate approximately 270 kg of weight. That your battery will be installed in a non-habitable internal location, or an external location that is not subject to direct sun for lengthy periods, for example between north-west and north-east (unless determined as a suitable location by AGL). That the cable between the street and the switchboard, and the switchboard itself, complies with current electrical and safety standards. No hazardous materials such as asbestos.   The site inspection may identify that further work needs to be carried out to make your home suitable for a safe installation. If this is the case, you will be issued with an updated quote to accept in accordance with your terms and conditions.
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After hearing your feedback on the old version and discovering the new features you’d like to see, we’ve created a new-look My Account website (previously known as AGL Energy Online) that can make it easier, faster and more useful for you to better manage your AGL energy accounts – anytime, from anywhere.
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The main difference you’ll find with the new-look My Account (previously known as AGL Energy Online) is your ‘Overview’ home page. Once you log in, you’ll see a dashboard that’s easier to read – one that helps makes it faster for you to understand things like how much you’ve used and spent on gas and electricity, or what your next energy bill is projected to be. However, you may find that some parts of the website – like the ‘Usage’ section – are the same as before. So please, keep an eye on the AGL Community as we continue to improve the My Account experience for you. We’ll add more frequently asked questions as we go along.
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You’ll find new bills, along with all of your old ones, by clicking on the ‘Billing’ tab on the ‘Overview’ page (that’s the page you’ll first see after you log in to My Account).
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There are two easy and convenient ways for you to pay your energy bill in My Account: Click on the ‘Pay my bill’ button on the ‘Overview’ page; or Go to the ‘Billing’ page and follow the instructions for making a payment.
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If you can’t find what you’re looking for in the Knowledge Base FAQs on the AGL Community, why not ask your own question? That way, once we post the answer for you, it’ll be there to help others looking for the same information.   Otherwise, your best bet is to chat with us online, or call us anytime 24/7 on 131 245 – we’ll be happy to help.
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Solar Command will send you an automatic fault alert if your system has turned off, or is no longer communicating. Speak to an AGL Solar Command expert on 1300 356 363 to help get your system back up and running.
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