AGL

 outage and service status resources

Follow these steps to confirm if there’s an outage and who’s responsible:

1. Identify the Affected Service
   
   
   • Power or Gas? Check with your local energy distributor.
     
     
   • Internet or Mobile? Use AGL’s telecom status page.
     
     
2. Check Your Local Distributor’s Outage Map
   
   
   • Find your distributor via your AGL bill or AER’s lookup tool.
     
     
   • Visit their outage tracker (e.g. Ausgrid for Sydney, Powercor for VIC).
     
     
3. Visit AGL’s Power Outages Page
   Go to AGL’s power outage hub for guidance and distributor links by region.
   
   
4. Check AGL’s Network Status Page
   For internet/mobile, visit AGL’s network status dashboard. It lists known disruptions and maintenance events.
   
   
5. Check NBN or Mobile Partner Status (if needed)
   If on AGL NBN, use the NBN Co outage checker. AGL mobile uses Telstra’s infrastructure. Check Telstra status if needed.
   
   
6. Monitor DownDetector or News
   In major storms or events, DownDetector and local news can provide real-time user reports and updates.
   
   
7. Still Unsure? Contact AGL
   Call 131 245 or use AGL’s live chat to confirm if your area is impacted.
   

Here’s how to get the right help quickly:

⚡ Electricity or Gas Outage?

Report these directly to your local distributor. Find the emergency contact on your AGL bill or use AGL’s Power Outages page.

• Electricity Faults: Call your distributor’s 24/7 line.
  
  
• Gas Emergencies: Call your gas distributor. For gas leaks, call 000 first.
  
  

🌐 AGL Internet or Mobile Issues?

• Call 131 245 (AGL telecom support).
  
  
• Describe your issue (e.g. no NBN, no mobile service).
  
  
• Get a support ticket number for follow-up.
  
  

💬 Prefer to Chat?

Use AGL’s Live Chat or mobile app to message support, especially during busy periods or large-scale outages.

🔌 Feb 13, 2024 – VIC Statewide Power Outage

Extreme thunderstorms knocked out AGL’s Loy Yang A generator and key transmission towers. Over 530,000 customers were affected. Some regions were dark for up to a week.

🌧️ Jan 17–18, 2025 – NSW Storm Outages

Severe winds and rain caused outages for 200,000+ customers in Sydney and Newcastle. Crews worked through the night to restore power.

🔥 Summer Load Shedding (SA, 2024)

Record-breaking heat forced planned outages to prevent grid collapse. AGL customers experienced 1-hour power cuts on extreme-heat afternoons.

💻 Late 2023 – AGL Internet Outage

A misconfigured update disrupted NBN services for AGL broadband customers in WA and VIC for nearly a full day.

Common Causes:

• Severe storms (lightning, wind, floods)
  
  
• Grid/equipment failures (e.g. transformer fires)
  
  
• NBN faults or telecom routing issues
  
  
• Maintenance/upgrades (planned outages)
  

🕒 Electricity – Minor Faults

Resolved within 2–4 hours, often same day. Crews replace blown fuses, reroute circuits, or fix minor grid issues.

⚠️ Electricity – Major Incidents

May take 12–72 hours depending on damage. In extreme cases (e.g. storms in VIC 2024), full restoration can exceed 7 days.

🔥 Gas Supply Issues

Typically restored within hours, unless a major pipeline issue is involved. For leaks, repair crews are dispatched immediately.

🌐 AGL Internet/Mobile Outages

• Minor faults: 1–6 hours
  
  
• Wider network issues: Up to 12+ hours, depending on NBN or partner fixes
  
  

AGL keeps customers informed with updates via SMS, email, or app notifications.

• 🔌 Power Outages Help Page
  agl.com.au/help-support/emergencies-outages/power-outages
  
  
• 🌐 AGL Internet & Network Status
  agl.com.au/help-support/emergencies-outages/internet-network-status
  
  
• 🗺️ Energy Distributor Outage Maps
  
  
  • Ausgrid – Sydney/Newcastle
    
    
  • Endeavour Energy – W. Sydney/Illawarra
    
    
  • Powercor – VIC
    
    
  • AusNet – VIC
    
    
  • Evoenergy – ACT
    
    (Find full list on AGL’s Power Outages page.)
    
    
• 🔍 Find Your Distributor (AER Tool)
  aer.gov.au/consumers/my-energy-network
  
  
• 📞 AGL Contact
  Phone: 131 245 | Web Chat: agl.com.au/contact-us
  
  
• 📱 AGL App – Use it to message support or receive outage alerts
  
  
• 💬 AGL Neighbourhood Forum
  neighbourhood.agl.com.au
  
  
• ⚠️ DownDetector AGL Page
  downdetector.com.au/status/aglenergy
  
  
• 🚨 Emergency Services
  Call 000 for life-threatening emergencies during an outage