Kogan Mobile

I want to share my gratitude for Shubham at Kogan Mobile for his outstanding customer service. I recently convinced a friend to switch to Kogan Mobile but the experience has turned into a nightmare, as the SIM card has failed to arrive on two previous occasions. After a lot of frustration trying to get the delivery sorted, Shubham was incredibly… Read more

determined to help resolve the issue. Although we now await this urgently needed SIM card, Shubham's dedication gives me full confidence that it will finally arrive. Because of the severe delivery issues, I am not sure I would recommend Kogan Mobile again, but I am incredibly thankful for Shubham's excellent support.

If I could put no stars, I would.— THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD I genuinely regret moving my two mobile numbers to Kogan Mobile. This has been one of the most stressful and frustrating customer service experiences I have ever dealt with. I purchased TWO Kogan Mobile plans — one for my business number and one for my… Read more

personal number — and followed the instructions I was given.

What should have been a simple transfer turned into an absolute nightmare.

My BUSINESS PHONE was without service for approximately SIX DAYS.

My PERSONAL PHONE was without service for approximately FOUR DAYS.

And I don’t mean that the service was unreliable.

I COULD NOT RECEIVE CALLS. I COULD NOT MAKE CALLS. I COULD NOT SEND OR RECEIVE NORMAL TEXT MESSAGES.

I was basically left without a functioning mobile phone.

This affected my business because customers use my mobile number to contact me and book appointments. For days, customers couldn’t call or message me, and I couldn’t call them. I have no way of knowing how many bookings or customers I may have lost during this time.

But it wasn’t only about my business.

I was left without a reliable way to contact anyone in an emergency. If something had happened to one of my children, someone may not have been able to reach me. If something had happened to me at home and I needed to make an urgent call, I couldn’t simply use my mobile phone to call someone.

That is an awful position to put a customer in.

I repeatedly contacted Kogan Mobile trying to resolve the problem. Again and again, I was told to WAIT — wait 24 hours, wait 48 hours, wait for another team, wait for verification.

I had to complete my ID verification TWICE.

I was also given information by a consultant that led me to delete an eSIM, which created even more problems.

After days of trying to sort everything out, I eventually discovered that with my iPhone 11 setup, I couldn’t use the two services in the way I had been trying to set them up. I needed a physical SIM for one number and an eSIM for the other.

Why wasn’t this explained to me at the beginning?

Then my phone stopped working AGAIN.

I contacted Kogan Mobile and was told I could go to a United petrol station and buy a Kogan SIM so I could get a physical SIM immediately.

So I followed their advice.

I drove around for approximately AN HOUR AND A HALF and went to FOUR different petrol stations trying to find one.

I couldn’t get one.

After everything I had already been through, I was then told I would have to wait ANOTHER 3–5 DAYS for a physical SIM to arrive.

The amount of time I have wasted trying to fix problems that should never have happened is unbelievable.

It wasn’t just the technical problems. It was the endless waiting, repeating the same information, completing identification twice, following instructions that didn’t resolve the problem, driving around trying to find a SIM card, and dealing with customer service representatives who at times I found rude and extremely unhelpful.

A mobile phone service isn’t a luxury. People depend on their phones for work, family and emergencies.

As a business owner, my phone is also part of how my customers reach me and how I earn my living.

I moved two numbers to Kogan Mobile expecting a straightforward transfer. Instead, I spent almost a week dealing with one problem after another, unable to make or receive calls and worrying about customers, my family and what would happen if I needed my phone in an emergency.

If you rely on your mobile number for your business, your family or simply for peace of mind, PLEASE seriously consider my experience before transferring your number to Kogan Mobile.

I would NEVER choose Kogan Mobile again.

Whatever money I may have saved was absolutely not worth the stress, lost time, potential lost business and disruption this caused.

Without question, this was the worst mobile provider and customer service experience I have ever had.

Excellent service! Shubam was extremely helpful and made everything so easy for me today.I really appreciate all your help and support.Thank you so much, Shubam, for your excellent service! Highly recommend Show reply

Have been using Kogan mobile for over 2 years. Value for money and customer service is spot on. Spoke to Abhishek on 24/9/25 at CS and will give him 10/10 for his politeness, accuracy and product knowledge. Well done mate. Show details ·  2

Easy to purchase a New Mobile Plan, & was on a Special when the purchase was made, I already have a couple Kogan Mobile Plans, on different Mobiles for other Family Members, & have had no problems with Network Coverage so far Show details ·  1

Poor reception compared to Moose mobile. I change to Kogan mobile from Moose mobile as the price was very appealing but I realised the receptions at my workplace in Brisbane is very poor. Show reply

This is regarding a call with one of the call agents, Muskaan. They were lovely during the call and efficiently helped me change my plan. Sadly Kogan doesn’t allow us to do it ourselves but that’s how it goes I suppose. Agents are usually quite good when called. Show reply

Excellent customer service from Shanawaz! I recently needed help with a SIM swap with Kogan, and Shanawaz was extremely helpful and patient throughout the process. He explained everything clearly, guided me step by step, and made sure the issue was resolved. I really appreciate his professionalism and friendly service. Thank you, Shanawaz, for your great support! Show reply

My dad lost his phone and had to cancel the simcard and get a new one, the guy Shahv (Sorry I forgot how to spell it) was very helpful, and addressed all the questions we had. He was able to help us with our situation quickly and was very kind! Show reply

When you set Kogan Mobile to recharge automatically you get charged $200. But when you recharge manually you get charged $165. So loyal customers are punished with an extra $35 fee for their loyalty. Next year I am switching to someone else. Coverage in Ashfield, NSW is abysmal.

Not great start. Haven’t connected my new mobile plan because sim card hasn’t arrived after 2 weeks. Bot sure if plan has started already if it has Ive lost 2 weeks no calls

Muzammil was a major help in fixing my data and getting my account swapped. However the staff I spoke to previously was very disrespectful and hanged up on me when the time hit 8pm. Thankfully muzammil could help me today and we fixed the problems that the other staff could not

DO NOT BUY FROM KOGAN MOBILE Complaint case number 77602217 Extremely disappointing customer service and after-sales support on Saturday, 22 August at approximately 8:36 am. I contacted Kogan Mobile customer service because I had several questions about an issue I was experiencing. Unfortunately, the staff member did not properly address my… Read more

questions.

Her responses were extremely slow, and throughout the interaction, I felt that she was unwilling to properly assist me. Her attitude and manner of handling my enquiry were highly unsatisfactory and unprofessional.

What was most unacceptable was that she suddenly hung up the call without resolving my issue, answering my questions, or providing any explanation whatsoever.

I then submitted a formal complaint, but I still received no meaningful response.

So, as a customer, what am I supposed to do when customer service refuses to properly assist me and then ends the call?

This is not the level of customer service I would expect from a telecommunications provider.

Think twice before buying Kogan Mobile. A cheap mobile plan is not worth it if you cannot get proper support when something goes wrong.

Based on my personal experience:

❌ Extremely poor customer service ❌ Unprofessional handling of enquiries ❌ Call ended without resolution or explanation ❌ Complaint left without a meaningful response ❌ Extremely disappointing after-sales support

I would NOT recommend Kogan Mobile.

If you are considering signing up, my advice is simple: DON’T just look at the price. Consider what happens when you actually need help.

For me, this experience was enough to lose my confidence in Kogan Mobile completely.

Complaint case number 77602217

Fantastic support from Joseph and the team! I am an existing Kogan Mobile customer and purchased a 365-day Switch Week voucher. I didn’t realize that in Australia, loading a new Kogan voucher overrides your active plan and starts immediately, rather than queuing up. As a result, I accidentally wiped out the remaining month on my old plan. I… Read more ·  1

contacted customer service, and Joseph and the team were incredibly helpful. They immediately looked into my account and extended my new expiry date to the end of the month so I didn't lose out on what I'd already paid for. They also kindly explained that in the future, I should wait until my current plan fully runs out before loading a new voucher. Excellent, fast, and understanding service. Thank you, Joseph and team!

Was talking to first Kajal and then Joseph who were very helpful and guided me through what I needed to do changing my mobile plan very patiently Thank you Kajal and Joseph Show reply

Kogan’s refund process is an absolute nightmare – countless calls and still going nowhere Absolutely appalling customer service. I have now spent HOURS and made multiple calls to Kogan Mobile trying to get a refund that Kogan themselves told me I would receive. I was on a SMALL 24MTH service and was going over my data, so I called Kogan for… Read more

advice. They recommended I purchase the EXTRA LARGE plan, then call back so they could activate it and refund my previous service. I followed their instructions exactly.

The new plan was activated, only for me to then be told I needed the voucher code AND order number from my previous service to get the refund.

Here is the ridiculous part: the voucher they want is from over a YEAR ago. I no longer have the original email because, unsurprisingly, I deleted an email from 2025. I have searched BOTH my Kogan and Kogan Mobile accounts and the 2025 purchase isn't even showing there.

Yet Kogan can somehow tell me the exact purchase date, plan, amount and other details of the transaction — but apparently cannot tell me the voucher code they issued themselves.

I have repeatedly explained that I DO NOT HAVE THE CODE. I've provided the bank transaction reference, searched my accounts, and attached every voucher/order I can find. None is the one they're asking for.

And despite explaining this repeatedly, I keep being told: “We need the voucher code.”

I KNOW. I DON'T HAVE IT. YOU CAN'T RETRIEVE IT. SO WHAT AM I SUPPOSED TO DO?!

I've wasted an absolutely ridiculous amount of time calling about something that should have been a straightforward upgrade and refund. I'm now being sent around in circles because Kogan's own systems don't give me access to the information they're demanding.

Kogan needs to take responsibility for finding an alternative way to verify a purchase that THEY can already confirm exists. I just want the refund I was promised when I followed your instructions. Please have someone senior actually investigate this instead of telling me for the tenth time that you need a voucher code I cannot possibly provide.

Just did a change using Helpdesk member Muzammil. Very helpful, good support and achieved what I wanted. Recommended for a cheap solution in the Vodafone arena. Show reply

I've been with Kogan for many years now with no issues. Coverage is pretty good especially around metro areas. I don't often need any help, but I did just now with my recharge voucher and Krisha was extremely helpful. Thanks Krisha. Show details ·  1

After a few frustrating attempts to switch my esim to a new device via the website I called through to support and Hitesh answered. He sorted it all out very quickly and with fantastic service. Thank you Hitesh! Show reply

I ordered a yearly plan, but somehow I couldn't use the voucher to apply it to my old number. It was a bit frustrating. But when I called Kogan Mobile help service, I didn't have to wait long to be served. Shahnazac was on the other side and quickly solved my problem. I am very thankful for this good customer care. Thank you! Show reply

As a person ages, it gets a little harder to navigate with technology. I had to contact Kogan today to initiate my new 365 day prepaid plan, I dealt with Muzammil, who I must say was extremely helpful and friendly. Muzammil assisted me and had what I was trying to do completed within seconds! I could not be happier! Thanks again Muzammil, I hope that you get this feedback. Great job. Show details ·  1