Hopeless and inconsistent customer service
Following the bush fire and loss of landline services, I gave one of my Kogan SIM cards to my elderly, widowed neighbour so she had emergency contact facility.
Recently, after she moved into town, we tried to switch the account to her name and pay via her credit card.
A couple of weeks ago, after the difficulty of getting onto someone, we were advised to wait until the plan was expiring. I called again 2 days ago , was given an authorisation code for her to state when switching etc. When she tried to initiate this yesterday she was told a com...
Good value, sometimes ok but the internet is normally super ridiculously slow as in my avg download is less than 0.3mbps
4G coverage is really poor, often it uses the 3G network. Download speeds are really slow, same with upload and ping. Value is good but I can’t stand the speed.
Vodafone thru Kogan
I have a kogan mobile prepaid plan
Im in Geelong and the coverage at times here or anywhere else is poor
Most times its indicating half strength 4g
I make a call and 90% of the time it immediately drops to H or H1
People can't hear me and im continuously having to change position or location where I am to be heard
Service is poor
"Invalid Code" = You need to go to TIO
There is a Bug in Kogan Mobile's SIM card Activation system. If you get an "Invalid Code" error when trying to Recharge your new Kogan SIM, the ONLY way to fix this is to go to the Telecommunications Ombudsman. I have a speech disability and cannot call Kogan Mobile and they do not have email. So to fix this, I had to go to the TIO and it took 14 days, but it was fixed. Kogan needs to fix this bug on their systems ASAP!!!
Good value, but hard to unsubscribe spam and bad support
Number was ported a few days ago. Still cannot make phone calls. Have checked the settings on my phone and everything looks good. Impossible to get any assistance from kogan in resolving this. I would give them 1 star, but once its resolved I am sure I will think its tolerable.
No customer service. 1300 help line is unattended. Extremely slow network.
Network is extremely slow and nothing can be downloaded. Buffering goes on and on. Newly bought SIM card from their website. Have tried multiple times on multiple days. Simply unreliable.
Quality has dropped over the years
As the title states, I have used Kogan for about 4 years now but lately it has divebombed in quality of service. When I made the switch from an expensive Telstra plan back in the day the value was top notch, with service drops only noticable in country Vic. The switch was a no brainer. Not the case anymore.
Their ”lightning fast 4G” is ridiculously overstated as speed tests have shown speeds of sub 10mb/s well below the 30~35 expected of an Aussie 4G. The reliability of service has also fallen. Where I used to average 4~5bars, I now get 2...~3 with the occasional 1 bar. This change has snuck in under the radar and has soured my experience. To their credit they try to stay up to date with data package value but the reliability has taken a considerable hit. Sad to think I used to recommend Kogan to friends and family. I will likely be searching for a new provider once my pre paid plan is up. Kogan, a once great game changer has failed to maintain their momentum and dropped the ball. Judging by other recent reviews its time to ditch this sinking ship. Disappointed, but was fun while it lasted. They are losing market to new competition and will likely continue to if they don't improve things. Prices good, level of customer service is DIY, and reliability is falling.
Awful network coverage
It took about 20 days and a follow up email to get my sim delivered. I jumped on a yearly plan, and the price is great, but travelling to the city, reception drops out frequently on the train. Streaming cannot be done reliably, and sometimes simple web pages can't be loaded. This network isn't reliable enough for me and I'm going back to a prior provider.
Very slow internet - heats up my phone
Network coverage ok so far in town of population around 11,000. Getting the internet is unbelievably bad. I have had the plan for six months and can't wait until it finishes in another six months. My phone heats up a lot trying to get signal (even though it says full bars). This does not happen when I get wifi internet. Loading up basic websites takes a LONG time. iPhone works very hard and heats up & this is probably not good for its battery life or - more importantly - your self being near a phone. Customer service is really minimal. ...Expect to do this by emails only. No number to call. They do get back to you but it's pretty much like taking Tiger Airways or Jetstar instead of a more expensive airline. Very DIY and you need very low expectations.
Yearly plan used to be great... now not!?
Went a whole year with Kogan Mobile, excellent service, 20gb data lasted us ages.. worked well for calls, text and data (including YouTube, Netflix etc). THEN my plan ran out so we chose a new yearly plan but with less data. Since rolling over internet barely works, texts dont send, cant make calls .. a lot! Only way to get them to work is to turn phone Airplane mode on/off to get the phone to connect to new tower. Happening on mine and husbands phone so we know it isnt the phone! I dont see why reception would be so different and internet capability so different just because we rolled from one plan to another.
Reliability and Accountability is a major issue
Always loved the 40 gb internet data sim. But lately all the sim that I bought at 3 stores and also from website came out faulty sim. Fraustration is you wait weeks for sim to be delivered and its faulty. Then you go to stores to buy another one, turns out faulty again, go to another store and faulty again. This is simply crap for you guys to sell faulty product, its a waste of peoples time. Now I have to fill the form for them to get them replaced/refund and wait another few weeks for delivery and you do not know if it will work, I doubt.
Seems to be good value plan, but service is rubbish
I tried to activate the service some time ago, but no luck. Contacted helpdesk, but they said I needed to contact a JP with a stat dec to access my account, and he couldn't help me. I tried logging on and got straight to my account. No help from help desk, and still can't get SIM to work.
It's Cheap but be careful
I have been with them for over a year, and although the are decent as a mobile carrier, they can try and scam you. My 1 year plan was about to run out and I noticed a cheap 3-month prepaid plan that was 90% off, knowing that they usually do this as a new customer deal. I looked through the description twice to see if it was a new customer deal, and there was no mention, sceptical, I bought it, as it was cheap. Sure enough, I try to activate it and it doesn't work, I message the customer service and they confirm that yes it does look like it sho...uld be working with your account, but only the mobile help centre can solve that problem, call up the mobile help centre and they tell me I'm wrong and I made the mistake, and the kicker was they then said they cannot give me a refund because it is under $10, and it was $9.90. I then told them "But that's stealing", accepted to give me a refund and said to be "more careful next time". I think the only thing I will be careful with is which provider I choose tomorrow when my plan runs out. Also about a month back they sent me a SIM card saying since I like Kogan so much, I should give it too a friend. Do your own advertisement, don't send me landfill.
Bad Customer Service and Reception
Tried contacting Kogan Mobile to see if I could port my number to another service. They started asking why and I said, I do not like the service. They start going on about how it is bad and that "This is a concern" They didn't even answer my question. I will be moving my service to Boost Mobile as soon as my plan ends.
Let's hope they actually do port my number.
Kogan mobile data
It started great but nowadays internet has gotten very slow, even in the middle of Perth City! Slow enough to be unable to sustain a voice call on Facebook! Sadly I have taken a year worth of credit from them but do not intend to renew.
- Verified customer
Samsung Mobile Imported Model
Having made previous purchases from Kogan I was fairly confident of buying a mobile phone from this company. Wrong. I now have a successful outcome but it took more than 12 months to negotiate. I purchased a Samsung Galaxy S7 and at the time of purchase I saved myself around $200 compared to other retailers selling the same model. Bargain I thought! I started having small issues with the phone about 2 months after purchase. The phone would drop out during calls and I would have to call back. Initially I thought it was a provider issue, but had...that checked and that was not the problem. pretty soon I was experiencing major problems with the phone, not getting any service at certain locations and the phone dropping out of service regularly. I sent the phone back to Kogan so there tech's could look it over and the phone came back to me saying Nothing Wrong! I continued to contact Kogan expressing my dissatisfaction. Contacting Kogan is only by email so thats presents a problem in its self! not being able to talk to a human face is annoying. Emails went back and forward for weeks. I took the Phone to a Samsung Dealer, they couldn't touch it as it was an imported model so it has no authentication of being compatible with Australian Networks. I relaid this information back to Kogan but they disputed the accusations " saying the phones they sell are all compatible with Australia. After 8 months and Kogan not willing to budge I gave up. I decided after some time to have another go and contacted Consumer Affairs telecommunications Ombudsman. I lodged a complaint and within 48 hours I received contact from Kogan expressing there apologies. So it pays off to persist when you feel you have been unfairly treated and you have a genuine case.
Cannot receive calls or make a call
When I first purchased Kogan SIM card the service was very reliable. The last 2 months or so the service is not the same. I cannot receive calls and cannot make calls from around my home.
I contacted Kogan technicians several times and the problem still exists. Kogan sent out a new Sim Card but this did not help.
Through conversing with Kogan technicians it was pointed out to me that the signal at my home is borderline and that is the reason why I am experiencing issues with the service. I repeat this was not so when I first purchased the Koga...
Very bad coverage. Experienced frequent dropouts.
My only spare time to watch video is on the train to work but since I am with kogan it let me watch for 2minutes and stopped to load for 3minutes then able to watch for another 2minutes then loading screen again and again.... 4G?????
Questions & Answers
Hi. If I use the number that comes with the sim card from Kogan, am I regard as "New Customer"? Can I use the voucher that says "New Customer Only"? I was told that I have to port an existing number from another carrier to be regarded as a new customer.
Thanks for getting in touch.
Please feel free to contact our Kogan Mobile Team for enquiries!
The best way to reach them is to call 12612 from your Kogan Mobile connected phone. Alternatively, you can also call them on 1300 056 426 from other devices.
The dedicated Kogan Mobile Customer Care team are available from 8am to 8pm, 7 days a week.
If you have any further questions or issues, please feel free to let us know.
I’m still waiting on my voucher code for 3 weeks now. Funds have been deducted out of my account but still no code has been sent. Have submitted enquires numerous times, since there is no contact number. I’m very frustrated as this is for my young daughters phone. I would like to know how I get a refund as I will not be using Kogan again as it is too difficult to get issues resolved in a adequate time frame.
I just received the sms from kogan with the one-time code to port my number from another provider. Is there an expiry for this code? Can I wait until the end of the month to complete the porting?
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