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Not working for 24 hours now and nobody available at customer sevice
The connection is not working for the last 24 hours. Our family is self isolating and without an internet connection it is quite challenging to keep the mood up. I was for 1.5 hours on the phone trying to reach someone on the help line but without any success. How can the problem be fixed if nobody is answering the phone? I am open for suggestions.
Internet not working - support not answering
I understand that this must be a difficult time for the company due to COVID-19. However you NEED to hire more support staff. Got Kogan NBN installed 7 days ago and have had working internet for maybe 3 days. If you call Kogan Internet support, almost every time of the day your call gets dropped immediately due to lack of resources. I have luckily gotten onto the caller queue this morning and have now been on hold for an hour.
I work in an 'essential service' as defined by the Australian government and am now required to work from home. I chos...e Kogan as my NBN provider as I otherwise consider them a reputable brand but am very much regretting my decision. I would advise any reader of this review to pay a bit extra and go with a bigger and more experienced internet provider.
Does what it needs to
As with anything internet you are promised a plug'n'play setup. You get sent a box. Inside is another box you plug into the wall and telephone and bingo, internet. Not with NBN...
We still had to get Kogan contractor to come out and dick around with our connection in order for the box to talk to the FTTC cables/hardware.
Once steup though, internet has been reliable as. See attached. We are on the silver connection in postcode 2111. No drop outs. Make sure you calibrate your internet channel though as a load of neighbours were on the same channel as ours = interference.
They had one job. And they failed.
I ordered NBN Gold (100 mbps) online, which is clearly indicated on my order confirmation email. To my surprise, I received a subsequent email saying my order for NBN Bronze (25 mbps) has been approved. With a great difficulty, I managed to contact their customer care, was advised that this problem will be rectified and I will be receiving a new approval email shortly, which never happened.
Yesterday, technician came over and helped us install and activate NBN. To check if our plan is back on Gold, we tested the internet speed. The result was...22 mbps. This is nowhere close to their promised speed. I tried calling Kogan again multiple times a day, with averaging waiting of 1.5 hours. They had one job and they messed up. Not even able to fix it. VERY DISAPPOINTING. NOT RECOMMENDED AT ALL.
Only get half the speed
Due to Covid-19 that require my housemates to WFH, we decided to upgrade to the Gold plan to satisfy the needs. HOWEVER, the internet speed never goes up to what KOGAN promised! Now, the best speed I got so far is 50MBPS. It's been a week since I upgraded the plan and also booked an appointment but they failed to show up.
The reviewer stated that an incentive was offered for this review
Put a sock in it Ross
A joke from day one. They forgot to activate my service and for 4 weeks they were saying it was active and therefore I had to get private technicians etc out to my business building. What a disgrace.
They couldn't get a lightbulb changed with a team of engineers I swear.
Not suitable for business/home office - drops out regularly during business hours
This week internet has not worked for 2 full working days. Monday and Friday, yet to speak to anyone from customer service 1300 010 400 as "more people than usual on the line".
At least one day a week I receive a text message from them announcing an outage and we lose connection during the day.
Very unreliable and customer service is non existent. Makes TPG look like an industry leader.
- NBN 100 (Gold)
- Verified customer
Headache from day one
1.Lost connection at least 3 times from the first day
2.The TP-LinkVr500v has the worst wifi
3. 1hr 33min waiting on the phone and no one answered
4. Internet speed 42mbps on NBN100
Worst NBN ever
The worst NBN in Australia ever, cant even watch you tube on low quality without buffering, this is outside peak hours time. I cant imagine what will happen during peak hours.....
Perfect experience with Kogan NBN
My experience with Kogan NBN has been exemplary with great sign up experience and speeds as stated in their contract. Great work Kogan/Vodafone. Will definitely recommend their service to people wanting to sign-up.
- NBN 100 (Gold)
- Verified customer
Hi all, my Account Number is : 502938326
Ordered this 100 (Gold) plan at 2 January 2020 (Order Number: 2-2831249314531) with $20 discount for 6 months as stated in their website at time ordered, so I have to pay only $60 (same as silver plan, full price gold plan at 2 January was $85.90).
The billing come every month at $85.90 per month, even though now (20 March 2020) they only charge $78.90 after discount for 100 (gold) plan in https://www.koganinternet.com.au/?gclid=CjwKCAjwsMzzBRACEiwAx4lLG1LyI6a2KyGaIWLBszYTQUJRH1yZ0...
Drop outs constantly
Drops out at least once a day, takes 10-15 minutes to come back online. Very inconsistent and I will be writing a letter to the TIO and I implore everyone else to do so also. Link Below:
Edit: Can no longer use my 5G network as it drops out every 5 seconds (Yes LITERALLY every 5 seconds), takes about 10secs-1min to reload/reconnect. This is beyond infuriating, the service is abysmal.
Connection does not appear to as reliable as previous cable connection. Appear to relate to busy times. Also seems to be slower. Previous cable was more reliable. Thats all i have to say
Nearly as good as the Telstra HFC service we had before. Modem has slightly lower coverage in the house. Overall speeds appear ever so slightly slower but OOKLA speed tests show the before and after to be comparable
We have good connection and speed with no issues thus far, so no need for any tech advice; but I am aware of the contact details if I need them.
Poor performance, lots of dropouts and low speeds (3Mb/s) very often
we signed up for the last 2 months and couldn't load movies and doing research online was difficult. Was more effective hot spotting my phone then using the Kogan NBN.
Absolutely disgusting liars!
So disgusted in how Kogan has lied to me and now on a day my daughter is going into hospital i either leave my home with no internet or call the useless liars at kogan. So long story short i lost my bank card so i got a different one causing me to forget to pay the bill. Internet was disconnected at 4.30pm so I paid almost $100 at 4.40pm to have it turned back on this was the first staff member that said 'he has put the request through' second representative at 5.40pm informed me Kogan cant turn the internet back on within the same day... (call...ed him out on this lie) and he said he put a request in. As I am a long standing customer with Kogan i know they very rarely do anything the first time so i called again this time being caught in a conversation about the Coronavirus and another 'request' was made and yet its been 14 hours now and still no internet and the useless liars at kogan dont open until after my daughter has her procedure. I shouldnt be chasing a business to do their job when your staff was capable of taking good money that isnt yours if i dont get my internet connected. Oh and to top it all off they have a reconnection fee and a late fee... Ive only ever been charged the late fee at Christmas time too.. Overall useless company that needs their customers to continuously micro-manage them just to do their job. Be damned if im paying the late fee now..
Connection kept dropping & service poor
We began with Kogan last November and the connection kept dropping from day one. We phoned repeatedly about the problem. The people we spoke to generally sounded very friendly and kept promising to fix it, often asking us to monitor it for a few days, but it never worked. When we said that we were going to change providers and brought up the fact that we should not have been paying the full $78.90 per month for a service that was so poor, the person we spoke to refused to accept that Kogan was at all responsible for the connection issues. Very disappointing - wish we hadn’t been so patient with them and moved earlier.
BAD!!! do not join!!
Do not join with kogan , service is absolutely crap!! $15 charge fee when payment is not made, another percent charged for using you credit card, and they disconnect your service within the 3days, if they have not recieved payment! My Internet was not working for 15days due to faulty through Kogan so I basically paid for the whole month which they disconnect my services! Pretty crap company Kogan!! Should just stick to selling products!
Ripped off, special offer not received
Signed up for a deal that was 20 dollars less than advertised, and the bill got taken out of our account 2 months later that was over 120 dollars more than what was billed. Really got me by surprise, I thought kogan was better than this.
Internet has been fine, but the promised dollars per month was not given, I'm shocked and dissatisfied.
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Questions & Answers
I want to join with Koogan, but I would like to know if installations are still okay with this lock down happening? Or is it benifical for me to wait till after. Please Im very keen to jump on with you guys.
I've connected NBN afew months now and the internet constantly drop out or not working at all. I've cameras unable to access from work to watch out for my kids getting to and from school. Very frustration... Looking to cancel the service soon.
I have Huawei HG 569 modem I have called three times to kogan call centre to know How to configure it, nobody is giving reliable answer instead hung up saying" we can only help you if you buy modem from us" very pathetic customer service. now I am thinking to switch to some other provider.
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