Called numerous times only to be put on hold for hours. Modem has not been mailed even though NBN have come out and connected premises despite Covid 19. Need internet for work, and now can’t cancel as they don’t answer calls and can only cancel over phone.

I’ve been trying to reach out the customer centre, waiting for over one hour for several times to cancel my plan and couldn’t get through. How disrespectful!! I would never recommend Kogan as an internet provider. It takes less than 10 min to hiring the service and a life to get rid of it. If you don’t have enough staff working at the moment, give us the option to cancel the service on line.

It's been two weeks since purchasing NBN plan, still no confirmation email, no connection. Have tried calling numerous times and are on hold for 2 hours with no answer, need more support and ways to get in contact.

I have been trying to call Kogan for two weeks. They sent me an email saying i had to update my credit card and would be charged extra. It is impossible to contact them.
There are lots of people out of work due to COVID-19, Kogan - you should employ them.

I totally understand the issues concerning Covid. However there is no simple option to update billing details. I have been calling for nearly 2 weeks. Every time on hold for over an hour, other times the call has not gone through. I need the internet for work and do not want to pay $15 or lose my connection just because no one answers my call. It is astounding there is no BPAY or online option to update our customer details.

When I finally did get through the customer service assistant told me she could not update my details she told me to call back in two weeks. It’s been two weeks and every time I call no one picks up or I am on hold for 1hr+. Absurd!

Service does not exist, after many hours on hold to be disconnected serveral times, I have yet to speak to anyone! Speeds are terrible. Trying to cancel my service, have had to get the bank to block their automatic transaction. Save yourself the hassle.

Later decided to sign up with Mate. Order placed online, within 24hrs they had me activated on a spare port! Speeds are fantastic and service is local (altough havent had to contact them yet).

I have been waiting 2 weeks and been calling for hours just be hung up on!!
My job requires internet and I don’t understand why it is so hard to sort.. we have nbn box don’t require a modem???
Really not impressed with this service

Unfortunately, changing of credit card details is so difficult with this company as they put you through to their Kogan Customer Call Centre which is almost non-existent at the moment! I wish Kogan would make a login page to do some things on their own, or perhaps allow customers to change direct debit details via email.

Had nbn connected at new home. No working internet from KOGAN.

Cannot get hold of anyone at customer service or a response via email...

Trying to work from home but have no internet connection. Putting my job and livelihood at risk.

Understand the whole COVID situation but the recorded message on the phone is saying they are prioritising people with no internet connection. This can’t be the case when you are on hold for 2 hours and get disconnected. Called. Numerous times with same result!!!!!!

I had bad/ no internet for weeks and couldn't get through to anyone to solve it. Eventually decided to cancel and couldn't get through to anyone to cancel! I listened to hold music twice a day for 2 weeks and it just timed out at over an hour and hung up. Really poor customer service, and no assistance available when the internet is down.

I have been trying to call the 1300 number for the past 5 days now and keep getting hung up on after waiting for an hour or more. We are trying to cancel our order as we are not happy with the Service but can't get through and can't go with anyone else till we can cancel the order. We want this sorted now.

Waited on the line for 2 hours today without anyone responding to the support call.
I can understand Covid-19 has an impact on businesses, but surely support team can work remotely from home and continue to respond on the phone calls. It is not acceptable service, if you need more people - please hire them, or your brand will be ruined forever with such a bad service.

Took out a new order and not been able to contact call centre. Got a call back and understand the call centre was off shore and now closed down temporarily due to COVID 19. Great guy from Tassie call who is a programmer and i am now all good. Interesting times and tough on business, communication is the key and the lack of it is frustrating customers.

Our Kogan internet was down since last night. I called Kogan internet customer service so many times and waited on the phone for hours but couldn't get through. I actually relied on the internet to work during the period of COVID 19! There doesn't have anyone at the call centre. Worst experience ever!!!