Between Saturday, 21st October 5:00PM to Sunday, 22nd October 12PM (AEDT) we’ll be tinkering around under the hood. We’ll try to make things snappy, but you might experience My Account and AGL App login or registration issues between those times. In addition, the following services will be unavailable:
• Direct debit management
• eBill management
• Bill Smoothing management
• My Wallet management
• Self Service Meter Read management
• Modifying billing, contact details and concessions preferences
• Modifying communication, flybuys and authorised person preferences
• Self Service Meter Read management
• My Wallet management
• Adding or deleting saved payment methods.
• Online sign-up.
We're sorry for any inconvenience this may cause. In the meantime, you'll still be able to view your usage, as well as view your bills and make payments. We'll do our best to get our online services up and running again as quickly as possible.
Customers and non-customers should be aware of an AGL-branded email scam that is falsely claiming to be from AGL. The emails are presented as an eBill and may include a heading that includes "Credit card autopay rejection". Screenshots are posted below.
The link asking you to ‘re-register your credit card autopay details’ takes you to a non-AGL website which is a scam website.
AGL will never email you to ask for your personal banking or financial details. Also, any email correspondence from AGL will also have the customer’s name and account details, including account number and supply address.
Anyone receiving this suspicious email should:
Forward it to firstname.lastname@example.org.
Flag the email as ‘spam’ or junk in your inbox.
Delete the email immediately. Please do not open or click on any links within the email.
For information on how to identify a scam email head to this Knowledge Base article or the Scamwatch website. Any customers with concerns about the scam emails should call AGL on 131 245.
UPDATED 17th October 2017
We are aware of an issue that is affecting a number of our customers when trying to access their solar and electricity usage information through their My Account access. An example of this issue is shown below.
There appears to be a 2-5 day delay in the data that some customers are receiving. Our technical teams are investigating this at the moment and we will provide an update here as they unfold.
Thank you for your patience throughout this time, and please accept our sincere apologies for any inconvenience this has caused.
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.
If you already have a solar system, total installation and setup takes approximately 1.5 hours.
If you’re having a new solar system installed, it will take approximately 2-3 hours to install your solar system and Solar Command hardware, depending on the complexity of your site including whether it is double story or has limited access.
Yes. If you have an existing solar system installed, an accredited AGL installer will make an appointment with you to install your AGL Solar Command hardware.
If you’re having a new AGL solar system installed, an accredited AGL installer will complete both your Solar Command and solar system installation at the same time, making installation hassle-free.
Solar Command Check is a daily update, based on your home’s smart meter data for the previous 30 days, to let you know if your system is producing solar energy or if we think there might be a problem. To do this we estimate your solar energy production, compare it against expected production for a system of your size, age, location, and provide an indication of its performance.
This is only an estimate due to the limited amount of information we have about your system.
Solar Command is a real time solar monitoring subscription service. It remotely monitors your system’s energy production and household energy consumption, calculates your estimated savings, shows how much solar or grid energy you used, and provides this all via a personalised dashboard. If you subscribe to Solar Command, AGL installs a device on your switchboard to read and record the data required to provide you with this insight.
Details about Solar Command can be found here.
Solar Command Check is available to eligible customers via My Account.
To be eligible you must:
Be an AGL customer
Have a solar system installed at your premise but no battery
Have a smart meter with a minimum 30+ days of data from that smart meter
Not already be a Solar Command user.
When signing up for Solar Command Check you will need to provide details about your solar system size, number of panels and year of installation.
My Account is AGL’s online portal for the management of your energy account – you can view and pay your bill, track energy use and update your details. If you are not already signed up to My Account you can do that here.
To calculate your solar status we take into account your system details (system size, number of panels and year of installation) and your net import and export energy data from your home’s smart meter for the last 30 days. We then continuously run this data through patented algorithms and other reference data sets to provide you with an estimate of how your system has been performing for the last 30 days in comparison to what we expected.
Solar Command Check is a daily solar health check, based on your home’s smart meter data for the previous 30 days. It lets you know if your system is producing solar energy or if we think there might be a problem via the presentation of two status: Green or Amber.
Green means your panels are producing solar energy and Amber indicates there could be a problem with your system. In both instances we provide support and guidance about how to maintain your system to maximise your investment or advice on how to resolve any problems.
An amber status means your system is producing a lot less solar energy than we expected and there may be a problem with your system. There could be several reasons for this, so we’ve provided this useful guide with steps to identify and resolve any faults.
Once a fault is resolved, you may still see the amber status for up to 30 days as your data continues to be processed.