2,801 reviews
AI reviews summary
Pros
Verdict
Overall sentiment for Kogan Internet is largely positive, with customers frequently praising the affordable pricing, fast and reliable connection speeds, and efficient phone support. While a subset of users reports frustrations regarding initial activation delays, troubleshooting difficulties, and occasional inconsistency, the vast majority of reviewers highlight a smooth setup experience and helpful customer service.
I have cancelled my Nbn contract on the 17th of July. They still deducted the payment for the following month for 83.13 dollars. I have received their invoice with my credit balance and instead of automatically refunding me, they did nothing. I sent them 3 emails with all my details, attaching their own final invoice with the credit balance and… Read more
every time they want me to call them, instead of doing their job and issue my refund. My email was sent from the registered email with them, I gave my account number, name and the balance amount that I requested to refund Asap, after using my money for a month. They are still quiet and nothing happens. I have submitted an application with TIO, lets see what happens. Very frustrating that companies are not refunding credit balances automatically, feels like theft.
Changing from dodo to kogan was a disaster. Dodo cancelled the service which unbeknownst to me invalidated the AVC I'd. So when kogan tried to connect it couldn't find a valid account. Okay. Understood. What Kogan didn't do was contact me to tell the service would need to apply to nbn co to activate a new avc. Really poor customer service kogan. Lift ya game Show details
Hi Paul, we'd be more than happy to help. Could you please… Read more
Fast internet, easy installation and very nice people, minimal problems like slow internet; blackouts or service. I highly recommend kogan nbn if you're looking for a cheap and reliable internet. Show details · 1
Reviews with attachments
Great experience with Kogan NBN help desk. Seamless process and connected and running in minutes. Great price. Running better than claimed speeds even at busy times. Very happy. Show details · 1
Kogan Internet Setup review. Mansi was incredibly patient with me while I struggled setting up my modem as I had my login details incorrect. Mansi is a real asset to Kogan Internet. My speed on the 500/42 plan at 8:20pm on a Thursday night near Wollongong NSW is at 525/45 so it's above the advertised speed. I am super happy with Kogan and also… Read more · 1
have all 3 mobile plans through Kogan for myself and daughters. I highly recommend Kogan on price point and service. :)
Very helpful and very easy to contact and I got very fast respond as well Show details · 1
Mr Sagar at Kogan internet was very helpful and assisted me and my family to get our 500/40 mbps internet connected within minutes. Will aways recommend thank you. Show details · 1
I moved in two weeks ago and Kogan were super easy to get set up. My connection is a hyper fibre coaxial FC. Then I connected my Google Nest wifi mesh router and set up the password and it all went to pot. The internet stopped working and I just couldn't get it online. I kept trying to fix it for the entire two weeks, because I hate calling… Read more · 1
customer service centres to troubleshoot internet.. I've only ever had horrible experiences. I ended up calling today, and spoke to Karan. He answered immediately after I keyed in the right area, and he had my internet up and running in less than 15 minutes. He was really polite and helpful, and even called me back while he checked some things, instead of leaving me waiting on hold. I'm so grateful I moved internet service providers! And I highly recommend Kogan. Not only are they $360 per year CHEAPER than my exact same previous service with another provider, their customer service is far superior. Thank you! Kat A
Go to cancel because the set up was complicated and they say cancelled, then a bill is due, for no service and lots of stress. Total scam TBH Show details
Hi there, we'd be more than happy to help. Could you please… Read more (+4 replies)
- +2
Formal Complaint Regarding Unprofessional Customer Service Experience with Kogan Internet Dear Kogan Internet Customer Support, My name is Seokhoon Han, born on 17 May 1990, and I can be reached at 0414 194 441. I am writing to formally express my deep disappointment regarding the unprofessional and unfriendly service I received from one of… Read more
your representatives, [Name Removed], during a call on 7 October at 7:53 PM, which lasted approximately 19 minutes.
I believe it's important to note that [Name Removed] is not operating as an individual, but as a representative of Kogan. My call was made to Kogan Internet, and therefore I expect all representatives to uphold the brand’s reputation.
Over the years, I have been a loyal Kogan customer. I have used Kogan Internet, Kogan Mobile, and made business purchases for my company using Kogan. I also encouraged my spouse to sign up for Kogan First, which I myself was previously subscribed to. Additionally, I currently own shares in Kogan. However, my recent interaction with [Name Removed] has completely shattered the positive image I once had of your brand.
For context, I previously had a very pleasant experience with another representative named [Name Removed], whose professional and courteous service prompted me to leave a positive review on ProductReview. I am not someone who leaves negative reviews lightly — I typically avoid doing so, even on Google. However, this experience has compelled me to speak up.
During the aforementioned call, [Name Removed] seemed to be either unwilling or unable to assist me. He eventually put me on hold and told me to look up modem configuration instructions on YouTube or Google. I explained to him that I had already tried and was unable to resolve the issue, and asked if he could provide expert assistance. I was using an Optus Ultra WiFi Gen 2 (Sagemcom) modem, which I know has been used by many others who switched from Optus NBN to Kogan Internet.
Despite this, [Name Removed] insisted that I contact the modem manufacturer myself. This directly contradicted what [Name Removed] previously told me — that there was no issue with the modem. Optus had also informed me that the modem is not locked.
Rather than trying to help, [Name Removed] dismissed my concerns, cut me off repeatedly, and even said, "Now you tell me what to do." His tone became increasingly aggressive and disrespectful, which only escalated my frustration. I did not want to argue, so I simply asked for his name and ended the call.
Let me make this clear — I have not been able to use Kogan Internet for even a single second because there is no working connection. However, your representative told me, “The service has been delivered to your home, so you're considered a user, and it's your responsibility to fix the modem.” I find this completely unacceptable.
I am therefore making two formal requests:
I request a full cancellation of my Kogan Internet service and a complete refund. I have not used the service at all due to lack of connectivity. If no charges have been made, please ensure that no payment is processed.
I urge Kogan to take serious disciplinary action regarding [Name Removed]’s behavior. His conduct does not reflect the standard I expect from a company I have supported for years.
Unless appropriate action is taken, I will be selling all of my Kogan shares and will actively discourage others from using any Kogan service to the best of my ability.
I sincerely hope this matter is addressed with the seriousness it deserves.
Kind regards, Seokhoon Han
Latest follow-ups
Great price. Low reliability. Not really Kogan's fault. NBN pit always floods after 2 days of rain causing outages. After enough people complain, it usually gets fixed after a few days. This time is was a week. Tech came and refused to inspect the… Read more
pit. They want me to wait another 2 weeks and show the tech where the pit is. This was the last straw, so I quit Kogan.
Follow-up · The pit was so far out of commission it couldn't be recovered, but NBN continued to claim I was the only customer effected and they needed access to my premises every time it rained. Fibre to the premises is now in place but I don't want to deal with NBN and their lies.
Hi there, we'd be more than happy to help. Could you please… Read more
Great friendly staff, very helpful. It was an easy process and the staff walked me through everything I needed to know and did it in a friendly manner while respecting my time. Show details · 2
Follow-up · Update after being with the company a while. Speed - fantastic speed and running everything I need. Reliability - Not a single dropout or poor performance since I’ve had it. Cost - Cheaper than my previous provider and faster. Definitely worth the price. I recommend this company.
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Works well for me, good customer service, sad that I had to leave because they refuse to upgrade my internet to 500m/b it was for the new customers only, now I'm very happy with Extel. Show details · 1
Follow-up · I was asked again as follow up on my internet, well now I'm with Extel internet service not Kogan anymore, Extel plan made of 500/50, and I'm getting the 500/50 with the same price I used to pay for Kogan 50mbt, so that's that.
Positive reviews
I had a great experience with Kogan customer service. Dhanesh was very friendly, polite and helpful. He was patient, professional and made the whole experience easy and pleasant. Really appreciate the excellent customer service! Highly recommended. Show details · 1
Had to get my NBN internet reinstalled. Thank you Dhanesh it was the BEST EVER Telco experience I have ever had. He guided me through everything so easily. I am 74 so not very savvy. Show details · 1
MANSI <3 She saved the day!!! I initially spoke to two men; the first was very rude and unhelpful, he didn't explain anything and then asked if there was anyone else with me who could help me - that is why I called Kogan - the call cut out, or he hung up on me and I ended up figuring it out myself. I had to call back and spoke with another man who… Read more · 1
gave me completely different and wrong information saying my modem wasn't compatible and to go out and buy another one, meanwhile I already had wifi (which I figured out on my own) but he wasn't listening. I called back a third time and an angel answered my call - she was thorough, professional and knew what she was talking about. As soon as I told her that I had wifi she explained that I didn't have to do anything in that case and it was all already done. I wasted so much time on the phone with the other two men all because they weren't willing to listen!! Thank you Mansi <3
Negative reviews
This one star is purely for their poor customer service. Looking for support on two occasions the support person was more interested in reading their script out than actually listening the to issue. I was spoken over numerous times and they simply weren't interested in considering a solution. Maybe this is a cultural difference but I still don't believe being cut off and spoken over is the provision of a good service. Show details
Hi Rob, we'd be more than happy to help. Could you please… Read more (+2 replies)
From the start, internet access was slow, clunky, and intermittent. Several apps were blocked, TVs wouldn't connect or retain connection. We phoned several times to try and resolve the issue, spending hours with technicians, saying and trying the same thing over and over again. So frustrating. Our NBN internet was fine with Telstra using the… Read more
Telstra modem (swapped over to get expenses down), and Kogan don't supply new modems (in case that was the problem). The gas-lighting and waste of time and condescension from technicians was insulting and not good enough! We're with Leaptel now and omg, they're amazing. Great service, easy to install and great internet speeds and connectivity
Cheap and functional but took 3 weeks to activate my account and then seemingly billed me for that whole month, cancelling out any savings I made from switching to them anyway. No customer portal to confirm details or email support to raise it with other than calling up a phone number during business hours. Show details
Hi Sam, we regret that your experience was not as expected.… Read more
Recent reviews
Excellent customer service, friendly staffs very helpful. I am moving to new house connect a new plan to new place. Then disconnect from old place therefore not gap in between. Process was very smooth. Show details · 1
Thank you Mansi from the kogan internet team for your help support and your patience. I greatly appreciate it. On behalf of my family I would like to thank you for the nice communication and your patience, you were very helpful. Thank you so much Mansi Show details · 1
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Pritesh was amazing. He helped me connect my modem to nbn, which was very difficult & stressful. He was extremely patient & helpful as I'm not overly computer savvy. Thanks so much Show details · 1
Have always found dealing with Kogan very easy, they answer the phone promptly and there operators are always very knowledgeable and helpful. Kogan NBN recommended. Show details · 1
This is easily the best bang for buck service possible! I just moved from e*#tel who are well over priced and speeds nowhere close to what you’re supposedly paying for. I put through my order on Friday, connected by Tuesday. I made one call and Mansi was so helpful and put the order through straight away, then I got a connection message 5m… Read more · 1
later.
I then called again with help to configure my modem on the network and Naeem had me up and running within 10m with a speed as promised: 515mbps / 45 mbps.
Thank you for an easy transaction and delivering on what was promised/paid for.
After a bit of stress trying to reconnect our service we ended up speaking to a gentleman called Danesh (Hope I spelt that right!) He was the most pleasant, customer service focused, patient, polite person I have spoken to in some time. He stayed till the end. And trust me, I’m sure I tested his patience a few times! But he was always nice and… Read more · 1
respectful and understanding. And he fixed the problem!! Thank you Danesh. I appreciate you, your time and your patience in this matter. You’re a STAR ⭐️ Thank you
I have been using Kogan internet for nearly 2 years with no problems. I did have a technical issue with connectivity today and the support team was very helpful and resolved my issue. Show details · 1
Easy change over from previous service. Called the support number for assistance and had excellent customer service. He was able to help me reboot the modem and get connected to the new service very easily and was very helpful through the whole process. Would definitely recommend Show details · 1
Signed up for 500/50 NBN yesterday and the guy helped me to configure the router by sending all steps for the configuration to my message. It was realy help me to finally got my internet working now. Thank you so much. I really recommend this provider with an excellent customer service. Other providers usually take ages to contact and some of them like exetel you can't even speak to a human just chat which doesn't help at all. Show details · 1
I am really impressed with Kogan’s phone support team for troubleshooting. They were super available, and I was able to get through to someone right away. The representative was incredibly helpful, patient, and guided me through my setup step-by-step. Excellent customer service that made a confusing tech issue totally stress-free! Show details · 1
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Hi Agnes, thank you for sharing your feedback. We regret… Read more