2,819 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 would like to sincerely thank Mansi for helping me set up my home NBN. She was extremely helpful, patient and professional throughout the process. Despite not feeling well, Mansi still prioritised providing excellent customer service and made sure my issue was resolved. I really appreciate her dedication and the support she provided. Thank you again, Mansi, for your excellent customer service! Show details · 1
Whilst the connection was very fast (both download and upload) the connection wasn’t stable and would consistently drop out. No portal/login area to pay for bill, look up details or assistance, only a “hotline” which I find very bizarre. When trouble shooting for connection, rep over the phone had no clue and was advised to keep an eye out for connection over the next 48 hours, despite telling her the issue occurred a week beforehand. Show details
Reviews with attachments
Was with a "top tier" internet provider that provided a decent service but then kept increasing the price for its existing customers while offering discounted prices to new customers. So much for looking after its loyal customer base. After looking at various providers I decided to give Kogan a try after seeing the good reviews and the high star… Read more · 1
rating. And am I glad I did! Seamless transfer and connection, a faster download speed that my previous provider (according to the speed test results from Ookla) and at a substantially lower price. The "icing on the cake" was when I had to supply some information to Kogan re my connection. I dialed their 1300 number I was IMMEDIATELY connected to a HUMAN. NO WAITING. What's going on? I normally have to wait well over 5 minutes and put up with "elevator" music, waiting to be connected to a human. Well done and thank you Kogan, so far I am extremely impressed with your service. And for those of you that notice that the speed test jpg references TPG servers, this is due to the fact that Kogan use TPG's servers and infrastructure.
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
Absolutely fabulous experience ordering and setting up the nbn connection. Spoke to Nusrat and Mansi, who walked me through the setup and got my connection running promptly. The speed is as promised and they leave one happy customer!!! Thank you Kogan team!!! Show details · 1
We used our own EERO 7 router and the Kogan support tech patiently talked us through removing the old ISP setup, and had us up and running very quickly. Very impressed. Show details · 1
I had to call tonight for some connection support. Martse (sorry if I spelt that wrong) was really helpful and friendly. Set up issue (user side) was solved very quickly with guided instructions. I was also impressed that at 6pm my call was answered almost immediately. Show details · 1
Negative reviews
Slow signup, slow activation. No customer portal or anything. Just an email / hotline for support. Terrible speed and drop-outs, lagging. TPG wholesale reseller. Stay away, not worth it Show details
Hi Alex, thank you for sharing your feedback. We regret… Read more
When you cancel you get put into a bureaucratic hell – Disconnecting was easy and painless... but two months later I find that they specifically delete your card details when you cancel the service so that they get to keep the subsequent direct debit balance in full ($85). Then they issue you a credit for the partial refund you're due ($80), but they can't pay it to you because they deleted those card… Read more
details... and then... another month later I got a bill saying this $80 Credit is now deducted (goneski).... I asked where and they said I have to give card details to get a refund. I asked why and the answer is, that's how it works.
It's just a stupid set-up designed to capture people's money for no good reason. I bet people don't even realise they've had money taken off them like this. I only noticed because I'm moving house and was about to sign up with them - bullet dodged.
Hi Ben, we'd be more than happy to help. Could you please… Read more
Bought an ESIM from Kogan with 365 days access and 900gb data. It did not work, multiple phone calls and emails, 4 days later kogan acknowledged I was sent the wrong product, 2 days later was sent the right one. Did not work had no phone use or data for almost 4 days. Lost count of calls to Kogan was repeatedly told that the last person gave me… Read more
wrong information. Day 10 I had a working phone day 11 it stopped working for 8 hours. Another call- this was my fault due to checking the ESIM to find it switched off..Horrendous experience that should have been so simple. Do not go to Kogan. I will be leaving them once I have enough coverage for long enough to do so. Major headache and waste of time
Hi Rachel, thanks for sharing your feedback. We regret that… Read more
Recent reviews
Best service I've had from an ISP ever. Had issues with disconnections, called kogan expecting the normal ISP 45 minute wait, didn't even get put on hold they just answered the phone, they knew from my number all my account details without having to ask any dumb questions. They ran a test on my line found an issue, booked an NBN tech for the next… Read more · 1
day, NBN came and replaced the NTD, all fixed and kogan called today to check everything is working.
On top of that I always get more than 500 down and it's $68 a month for a year
Moving house and needed to inform Kogan about transfer of my NBN internet service. Called the 1300 number and spoke with customer service officer Mansi who assisted with clarifying previous advice and assured me steps to take for my disconnection and reconnection required in my case. She was so helpful and I will also be able to get the discounted… Read more · 1
deal for re-signup! 12mnths discounted! I’ve been reassured of when to sign back up so I don’t have delays in the transition. So nice to speak to customer service who are helpful, who re-check information and who are transparent as much as they can be. Mansi was a pleasure to speak to. Thank you for helping me today, I appreciate it so much as moving can be a stressful time.
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I had problems with my internet connection. I called to call centre and spoke with Mansi . She was really helpful and so patient and solved my problem with professional way. Thank you a lot again. Hope she will be in batter position later on. Bcz she deserves it. Show details · 1
Excellent work on Mansi! She is so nice and kind and helped me along the whole way to have my internet access ready. Very detailed explanations and very patient when I came into any question when setting up the modem. Thank you so much! Show details · 1
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.
Hi Agnes, thank you for sharing your feedback. We regret… Read more
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
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
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Hi Craymond, we'd be more than happy to help. Could you… Read more