Knowledge Base

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

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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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It’s your National Meter Identifier. This unique number identifies your electricity meter and can be found on the back of your power bill.
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Log in to My Account, click on ‘My Account’ and you’ll see an approximate date for your next scheduled meter read in the bottom left hand corner under 'My Current Plan'.
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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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Like with analogue meters, all new digital electricity meters are owned, read and maintained by the meter provider. If or when we offer to install a digital meter at your home or business, it will remain owned by Active Stream, a subsidiary company of AGL.
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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 My Account. 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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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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You might not have access to My Account if you have: Life Support registered against your account An unmetered account A Commercial & Industrial account A bulk hot water account. If you’ve recently switched to AGL in the last 2 business days, please wait for your Welcome Pack to arrive before you register your account with My Account. It’ll have your new account number which you’ll need in order to complete your registration form. For help registering for My Account, call us anytime 24/7 on 133 835.    
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Moving?    It’s easy to arrange gas and electricity to be connected at your new home, especially if you’re already an AGL customer.   Simply:  Log in to My Account. Select the 'Move home' button on the right-hand side of the page, and follow the on-screen instructions. Note: If you haven’t already registered for My Account, ensure that you have your recent energy bill handy, and select ‘Register’.   If you’re not an AGL customer, the best option is to complete our online form. It only takes a few minutes, and if you need a hand, you can chat online with one of our consultants.    Please remember to give us 3 business days to have energy connected or disconnected at your home. If you have any questions, please call us anytime 24/7 on 131 245.
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The AGL Rewards program is free to our valued customers. It is our way of recognising, rewarding you and saying thank you for being an AGL customer.   From ordering discounted gift cards and movie tickets to booking amazing holidays at the hottest prices, it’s the place where you’ll find treats for you, your family and friends for less.
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We all know renewable energy is the way forward. And if you want to do your bit for the environment as well as your wallet, talking to  AGL about installing solar could be the answer, because offer many benefits.   How does solar energy work?   Solar panels, also known as photovoltaic panels (PV panels), convert sunlight into energy. This energy is then converted into electricity using an inverter. The electricity either powers your home energy needs or can be fed back into the grid.   How solar can reduce your energy bills   Installing solar energy can help reduce your energy bills in two key ways:   You’re generating power yourself, therefore you’re reducing the amount of power you need to buy off the grid. You could be entitled to a tariff for any excess power you sell back to the grid.   The key environmental benefits of solar   AGL uses solar panels which are high quality, efficient and long lasting.   Any energy used to manufacture or install the system is typically paid back many times over with the energy it produces over its lifetime.   And, once installed, solar energy does not produce any greenhouse gas emissions.   The costs of solar energy   There is an initial outlay to install solar energy (either electricity or hot water). However, you may find these establishment costs are covered by the savings you make over time in energy costs.   If you pay up-front you start saving immediately. Paying upfront for a solar power system or interest free finance may not be suitable for everyone.   AGL does have a solar smart plan which features the benefits of solar for $0 upfront, with low, long term solar energy rates. AGL will also guarantee the minimum amount of solar energy production and maintain the system.   And, depending on where you live, if you feed excess electricity back into the grid you could be entitled to a credit.   There are also government incentives available for installing renewable energy like solar, including the  Small-scale Renewable Energy Scheme (SRES).   AGL is Australia’s largest non-government owner and operator of renewable energy assets. And when it comes to solar energy we don’t believe one size fits all. We provide expert advice and tailor solar solutions specifically for you that take into account your particular property, energy consumption and your budget.   Visit our solar energy page to find out how we can tailor a solar solution for your property or to enquire about a free quote. Or, you can always call us on 1300 377 118.  
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Only if you live in Queensland.   However, no matter which state you live in, please remember to switch off your electricity supply at the meter using the main switch before we can make the connection. This may happen as early as 7am on your requested date. 
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If you receive a paper bill from AGL you may incur a fee of $1.75 per bill (including GST). You can avoid this fee by opting for eBilling, which has other benefits including speed of delivery.   Exemptions from the paper bill fee can be found here.   Access your bill straight from your email inbox and avoid paper bill fees simply by switching to eBilling. To sign up to eBilling and stay organised and clutter free, visit agl.com.au/ebilling   We have a number of alternative secure payment options, which you can find on the AGL.com.au website or by calling 131 245.
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Early termination fees apply if you are in a fixed term contract with AGL and you cancel this contract whilst still in the fixed term. If you take AGL with you to your new address, this termination fee may be waived. Do you need more information? Search for answers or ask a question at The AGL Community.  
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Log in to My Account, click on ‘Manage Account' at the top of the page. This will take you to the account management settings where you can edit your contact details and login details and more. To update your name or date of birth, call us anytime 24/7 on 131 245. A member of our customer service team can verify who you are and help you out.   If you update your email address, you’ll need to use it to log in to My Account. You’ll also start to be sent your energy bills to this new email address if you’ve registered for eBilling.
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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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If you have a remotely read smart electricity meter you may be able to view a projection of your next bill. Your projected bill is calculated by using your historical data to estimate your average daily energy usage, until the end of your current billing period. It is a projection only, and does not factor in any unbilled charges such as credits, pay on time discounts or other unbilled charges. Your actual bill may also be different from your projected bill if your usage patterns change during the billing period.
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The heating value is used to calculate the amount of energy (megajoules) contained in gas, which is impacted by temperatures and pressures at different geographical locations. AGL needs to calculate your bills by using the heating value, which is provided by your Gas Distributor (they’re responsible for reading your meter, along with the gas pipes and meters in your street).
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First, check to see if other gas appliances on your property are working. If they’re not, there could be an issue with your gas supply. In this case, please call your Gas Distributor. If other gas appliances on your property are working, check your hot water unit’s pilot light. If you find that it’s gone out, follow the manufacturer's instructions carefully and try to relight it. If you’re unable to relight your unit’s pilot light, please call AGL on 131 766. We have an answering service that can help you outside business hours.
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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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