Kogan Mobile Dumping High-Usage Customers

Kogan Mobile Dumping High-Usage Customers

With the offer of unlimited Australians calls and texts and 6GB of data on a Telstra network for $29 a month, Kogan Mobile has been a popular prepaid choice since its launch last December. But like most unlimited plans, the company’s acceptable usage policy (AUP) allows it to ditch customers whose usage is deemed “unreasonable”, and it seems Kogan Mobile is actively pursuing that policy and getting rid of some high-volume users.

A Lifehacker reader contacted us to share his recent experience with Kogan Mobile:

I spent the day watching programming and CS videos between browsing the web and happened to use about 800MB in a day. Once my data had run out and when I went to top up I was confronted with a message saying “Error: Service status is not valid”. After filing a support ticket, I learned that this means my service has been terminated as they believe I am not using the service for “personal use”.

The form email sent by Kogan Mobile reads as follows:

We have further investigated your account and you will need to churn your services to a new provider as we believe you are not using the service for personal use and we are no longer able to provide you services. Your service will not be terminated and you will have 90 days after expiry before your number goes into a passive status so you will need to churn out your number before this time.

Threads at Whirlpool suggest that some other customers are having similar experiences as a result of making large numbers of phone calls. The question of what constitutes ‘too many’ calls is harder to judge than data usage, which has a fixed limit, but the end result is the same: customers are told to go elsewhere.

Let me say this up front: while understandably infuriating, this is neither surprising nor spectacularly unfair, and shouldn’t be a shock to anyone who read the terms and conditions before signing up. As our original story noted, Kogan reserves the right to vary its terms on 14 day notice (and doesn’t allow top ups for data between usage periods), so there was always the potential for some users to be unhappy. In this instance, the terms don’t actually seem to have changed but the unhappiness has definitely kicked in.

This isn’t an unusual scenario, or indeed one specific to Kogan. Any company offering an ‘unlimited’ service is relying on the fact that the vast majority of customers will not use anywhere near the maximum amount (and indeed might not use enough to justify the price tag attached to the “unlimited” offer, though in this case that price tag is very low). Customers who end up costing the business more than they pay are always liable to get the boot.

While the standard communication from Kogan Mobile quoted suggests that the user appears to be operating a business, the terms themselves make it clear that the policy can be varied or applied for any reason whatsoever: “We may give or withhold our consent, or make our consent subject to conditions, at our discretion.”

The AUP specifically notes the Kogan Mobile service can’t use it for a business or a ‘permanent connection’, which blocks using it as your sole source of broadband. It also specifies that “downloading gigabytes of data in a short period” might be deemed unacceptable behaviour. That’s not especially friendly to people watching HD video, but it’s a clearly-stated term. Those kinds of terms would put me right off signing up in the first place, but that’s why I always read T&Cs carefully, and why you should too.

Can you complain to the ACCC or the TIO about it? The ACCC doesn’t take too kindly to the word ‘unlimited’ being bandied about by providers, and has taken Dodo, TPG and Optus to court in the past for broadband plans using that phrase. One crucial difference though: those deals all involved long-term contracts, not prepaid deals. That doesn’t necessarily mean that the ACCC might not see the word ‘unlimited’ as misleading, but it does make direct comparisons with the previous cases less informative.

There’s no lock-in with Kogan, and customers who exceed the limits are simply being asked to leave, which makes TIO involvement unlikely: what precisely would you want the TIO to do? Having used the 6GB of data, it’s not obvious (to me) what other compensation might be appropriate.

And it’s not like Kogan is the only choice. There are plenty of other prepaid providers to consider, including Aldi and Boost on the Telstra network, Red Bull on Vodafone, and Amaysim, Live Connected, TPG, Virgin and others on Optus.

Unlimited prepaid has a clear upside — no lock-in — but that also makes it harder to argue you’re getting rorted if the provider chooses not to renew your offer. Refusing to let a customer pay for more service might seem an odd business practice, but if it annoys you, the sensible choice is to go elsewhere — and always read the AUP carefully when you do.

Had similar experiences with Kogan Mobile or other providers? Tell us in the comments.


  • So there’s a trip switch if you use too much data in a short window? I understand with calls add it’s unlimited and so could be abused… But you’ve been given a data cap. You should be able to use your data allowance how you see fit.

    • Yeah – calls I get, but data. Thats just weird. What about when I travel for work and need to tether? I don’t do it that much, but I have occasional spikes in my data use.

        • Its still personal. I’m not running a business, I just want to be able to surf the net in the evening. I’d still be under the total cap for the month.

        • I thought, personal use means bought and paid by personal. If the content of communication is used to define whether it’s personal or not, then how you filter the communication/ grammar/ topics in order to classify it. If in my personal conversation with my wife I mention anything related to my work, will it be classified as non-personal use? Well it looks like nobody wants to loose.

    • I’ve just noticed that Kogan has quietly put on their plan page that you can only use 400MB per day. That wasn’t there when I signed up.

      • I got this email
        “Kogan Mobile would like to advise you that our records show that within the past 30 days you have exceeded the allowed daily data limit of 400MB per day, by downloading 1GB at least once in a single day.

        Kogan Mobile strives to provide its customers with the best value mobile and data plans in Australia.

        Our Acceptable Use Policy is designed to ensure the integrity of the mobile network, so that it is fairly available for all our customers

        We understand that excess usage can be accidental. As such, we do not propose to take any further action at this time, other than this email notice.

        Please ensure in future that you comply with our Acceptable Use Policy.

        Future breach of our Acceptable Use Policy by downloading or uploading more than 1GB of data in a single 24 hour period, or more than 400MB on 3 or more days within any 30 day period may result in appropriate action under clause 6.2 and 6.3 of the Acceptable Use Policy.”

        I left Amaysim who I never had a problem with btw for the extra 2gbs and saving $10 per month but now I’m quite annoyed,annoyed enough to begin shopping around before my next month’s charge hits my bank-who I will inform not to release funds because I now have zero trust in Kogan.
        I tethered my phone to watch vids whilst getting medical treatment in Melbourne over 3 days,used a total around 3 gig in 3 days of my “6gb” of data.I’d rather buy extra data from Amaysim(Approx $12-ish from memory for a gig) than be made feel like a criminal for using half of what I thought I’d paid for when it suited ME.
        Great discussion,much needed exposure on the limits on “Unlimited”,oh,and 6 gbs

  • it’s cheap for a reason i always says

    in this case, it’s evident why…
    sticking with vodafail seems like a bit of relieft at this point

  • It IS unfair at this point for one major reason. No company last time I checked has yet clearly explained within numerical values what exactly fair use policy is. Optus for instance just says ‘fair use means fair use’ when I asked the guy what, on the 99 dollar plan fair use exactly was in terms of calls and downloads, he just said ‘reasonable useage’, I said ‘whats reasonable for you may not be reasonable for me though? I may find 5000 dollars of calls a month reasonable and you might find 500 reasonable?’ He just came back with ‘the fair use policy is in place to ensure people all get a fair go’.

    Fair use policies such as Kogan and others have are a smokescreen to get people in quickly, BS them and get them to sign up. They’re a load of BS, at least with my 59 dollar plan I know exactly how much I get (700 in calls, 2gb data and unlim sms) and can monitor it… or go prepaid and know exactly what you get, but the unlimited ones? Yeah. No. Not until they iron out exactly what unlimited means.

    • I could be wrong, and things might have changed, but I was informed several years back that Optus had never enforced any fair use policy (and it’s had quite a few). Not a single one. Kogan coming out of the gate enforcing the rule for new customers is a sure sign of where they’re at.

      I have a couple of questions. Is Kogan only locking out those on a 30 day plan? What about those that are on an annual plan? Are they being denied the remainder of their term? That would deserve more than a flippant acceptance of the situation.

      What about the other providers of similar pre-paid services – RedBull, Aldi, Boost. Amaysim – have any of them shown that they do or don’t crack down on over usage?

      • The 99 dollar ‘unlimited call plan’ of Optus’s has a fair use policy attached to it, that’s why the rep and I had the roundabout discussion about what exactly constituted fair use? He tried rushing me through the contract to sign it, however I used to work for GE Money and learnt a long time ago, read your contract and ASK QUESTIONS. I never had it enforced on me, the fair use policy. Some months I used 50 worth of calls, one month I used 2000 worth of calls. I definitely got value out of it. However my point was valid, they never did clearly define what was ‘fair use’. It really should be clearly stated. Just because they never actually enforced it, doesn’t mean they couldn’t if they wanted to. Wether that’s legally enforceable is a different matter. Who knows, I’m no lawyer. Like I said, the point was always this: Fair use policies are very shady, they have no numerical value attached to them just the idea ‘that you have to be fair’, but being fair, is open to interpretation.

        • I’m not disagreeing with your point in the least. Yes things should be clear and transparent, but quite often they’re not. Customer Service should be informed and trained in order to answer relevant questions, but we know that will rarely be the case and this is by no means limited to Optus. Part of my point here is that we’re unlikely to ever get a straight answer in regards to what fair policy means, other than what is already stated in the terms and conditions – i.e. for personal use only. There clearly is an unwillingness to be clear, and there’s an unwillingness to enforce clarity. Sure we can moan about it but it’s not going to change anything. I would say that it’s best to accept it and to try to ascertain as much as we can from other users experience in order to gauge the best service provider for the individual. For me, this thread alone has given me enough cause not to go with Kogan, which I was planning to do upon the upcoming end of my contract. Now I’m trying to figure out if I should remain on a contract or if any of the other unlimited pre-paid deals are actually viable. If the supplier is just going to kick up a fuss everytime my usage is heavy then i’d rather not go to them in the first place.

        • Fair use policies are very shady, they have no numerical value attached to them just the idea ‘that you have to be fair’, but being fair, is open to interpretation.

          “Unlimited” plans always have a numerical value attached to them, it’s just that the customer never actually sees that value. There’s always going to be a point where the provider steps in and waves their finger at you.

          Unlimited plans are never truly unlimited.

          • And thats the problem, that’s what I’ve been saying, it’s not fair use if the customer has no idea of what fair use is now is it?

          • Why is it legal to advertise unlimited but put limits on it than? This is what annoys me I shouldn’t be subject to limits on something sold as unlimited. It certainly doesn’t seem to be an honest method of doing business and seems to be designed to mislead.

            No other business can do this, I can’t advertise socket sets for $100 and say well I have a fair price policy and I think it’s fair you pay me $200 for that set.

          • No other business can do this, I can’t advertise socket sets for $100 and say well I have a fair price policy and I think it’s fair you pay me $200 for that set.

            Not exactly an accurate comparison.

            Consider 7-Eleven’s “Bring your own slurpee cup” day. They say yeah sure bring a huge cup we don’t care, but there’s a limit to the size of the cup you can bring. That would be closer to this.

          • My comparison falls pretty flat once I read it again, I was in a hurry.

            Lower somebody made a better analogy, An all you can eat restaurant saying you can’t come in you ate too much yesterday.

          • The slurpee cup isn’t a good comparison either, although I get your point. There would be a size at which a receptacle ceases to be considered a cup. Unlimited means having no limit. To enforce a limit, even if it is classed as Fair Use, means the service is not unlimited.

    • Agree. They shouldn’t be allowed to terminate a contract based on a subjective measure. What the provider and customer consider ‘fair’ might vary dramatically. I don’t understand how it’s legal to include that term in a contract without specifying numbers.

    • Unlimited means UNLIMITED. Weasel words in fine print dont offset deceptive advertising. If you are serious enough to write this here, TELL THE ACCC you were misled & copy your words above to the ACCC as a formal complaint — “Businesses are not allowed to make statements that are incorrect or likely to create a false impression. This rule applies to their advertising, their product packaging, and any information provided to you by their staff or online shopping services. It also applies to any statements made by businesses in the media or online, such as testimonials on their websites or social media pages.” — ACCC webpage.


      Go on, DO IT!!!

  • Call it petty but at the very least I would be pushing for a refund for the “free” sim with mandatory $5-per-sim no-combined-total-offered postage/handling charge.

    • Yeah, seems very bad form to me. This is what I know of Kogan….

      They have low(ish) cost electronics at low quality standards (according to reviews i’ve seen). They supply low cost imported products that (sometimes) are not quite as good as their Australian couterparts (my wife’s S3 still has an Optus logo on the wallpaper despite being unlocked at purchase).

      They were to release a low cost smartphone, but didn’t.

      They’ve released a ground breaking, industry leading unlimited pre-paid plan which isn’t unlimited.

      I’ve been impressed by Kogan, then shortly thereafter disappointed on several occasions, and I’m not even a direct customer yet.

  • This happened to me last week. I was recharging each week to the $29 unlimited plan and using the data (waiting on telstra to connect a land line to get ADSL).
    I was simply told to port my number out and there is nothing they can do.

  • I’m actually slightly worried, because I activated my Kogan sim on 12 March and within the first 24 hours I had already used 800-850mb, with the majority of that within a 2 hour window. I decided to let my phone download half a dozen apps while on the train instead of waiting until I got to wifi. Since then I’ve only used 300mb, but not liking the stories that are cropping up.

    If it says unlimited you should have unlimited, regardless of T&Cs, otherwise it’s false advertising. If you don’t want to give people unlimited, tell them they have a $5000 limit or something. Also if Kogan is giving 6gb of data per month users should be able to use that 6gb how they see fit, be it all within a day or over a month. If you don’t allow them to recharge until the next period that is fine, annoying, but fine. If they used the term “fair use” instead of “unlimited” in the advertising I’d happily agree with them, but still there is that grey area of what is deemed as fair use to them vs someone else

  • Kogan can get away with it because they aren’t cutting people off. They are simply waiting for people to recharge and then saying “we no longer wish to do business with you”. When worded like that, it doesn’t sound unfair. But what is unfair is baiting people with the term “unlimited” in the first place.

    • Another question…

      If you’re “cut off” by Kogan, does that give you a bad “credit” in anyway? Is it likely, or possible, that other service providers will be aware that you were cut off and why? I.E. will the other service providers decline to take you on because of over usage?

      Also, if it’s happening upon renewal of the contract then if you go ahead with a 12 months plan you should be cool and dandy for the full duration?

      Whatever the case, can someone please get some new technology to allow us to make a lot of calls (to mobiles) without incurring $1,000 bills.

      • I doubt the bad credit thing very much. For pre-paid? Not possible. As for an ongoing plan, well I’m pretty sure a few more steps would need to take place before a bad credit mark is thrown your way…ie. normally involves a demand of payment sometimes from a 3rd party.

        I’d be non too surprised if the ACCC and TIO raise their eyebrows over this (in some cases that’s all they’ll do, mind you).

        But I don’t agree with the term unlimited, when in fact it’s not. If it’s subject to a fair use policy, then state what is deemed fair use. I.e Average customer makes 500 calls a month if you say exceed this by 30% consecutively, get a warning, then failing to comply your asked to find another service. That’s fair use, not to mention fair service. Heck if I was a marketing man, I’d likely advise the customer to move up to another plan instead catering for the increased use. Profit!

        • “If it’s subject to a fair use policy, then state what is deemed fair use.”

          I don’t agree with this statement. The term unlimited should never be used with any other term which applies a condition as it defeats the word unlimited. So saying subject to fair use policy is defeating the word unlimited. Its a deliberate misrepresentation. If we as a commoner did this to another person, we would be thrown in jail for fraud and/or fined. However, because it is a business in a world of capitalism, they will just get a slap on the wrist and a wink.

        • I think he means to use bad credit as an analogy for bad data juju……..if you get listed as a high data / call users then other carriers won’t want to take you on. Seems unlikely as I doubt that that sort of data is shared due to the privacy acts unless there are specific exemptions in the T&Cs you read carefully 🙂

      • There is no debt involved (it’s prepaid!) so no they cannot affect your credit rating.

        The analogy for this is getting too drunk at a bar and getting cut off when you go for your next drink. All because you had the stones to finish the beers you bought rather than leave half of the glass on the table for the glassy to collect after an hour.

        • I like the analogy, but you missed an important part:
          The reason you might have gone into the bar was because of a big sign out of the front that said: “All you can drink for $100” But then cut you after a certain point.
          In fact I think all you can eat is more appropriate – as serving someone that is drunk is against the law.

          So I think a better analogy would be about a huge sign about all you can eat, you eat your fill one day, come back the next day to do it all again and they say “Sorry you can’t come in – you ate too much last time”.

          • Brilliant analogy!

            And to put my own thoughts on how fair use SHOULD impose on this..

            All you can eat, but getting kicked out because everytime you go to the buffet, you wheel the entire bay-maree to your table and gorge yourself silly and other paying customers can’t eat.

            I mean really, unless you’ve stretched the service to such a point that the cook/Kogan’s MVNO cannot keep up, then they can’t say fair use, because everyone is using what they deem to be fair. When you impinge on another’s usage, then THAT should be where fair use comes into play — and none of this has been communicated.

        • I didn’t literally mean credit rating. I meant if Kogan could pass on information / a warning to the new service provider that a fair use policy was breached / heavy / excessive usage was involved.

          @lemontang -re: advise the customer to move up to another plan instead catering for the increased use. Profit!

          Yes, absolutely. It’s only normal and natural for consumers to go with a company that offers a high value service, but if it’s determined that it’s not quite suitable for a consumer, then present them with something else that is. Don’t just alienate the consumer.

          Again, I agree with the use of the word unlimited being unsuitable. It’s clearly not unlimited, so it seems to me (and i’m not a lawyer) to be deceptive marketing. If the fair use policy was kicking in in extreme cases I suppose it would be fair enough, but it appears that the fair use policy is kicking in for typical customers within a very short period of time since the launch of the service – thereby illustrating the likelihood that the intention of the service was never to be unlimited in the first place. So yes, if it’s to include $5,000 worth of calls, or 500 minutes, or 300 connections, or whatever it is that is deemed acceptable just state that so that we can all figure out if it’s suitable or not. Don’t pull us in just to spit us out.

  • Bit of a dick move. It might be within their rights to do it, but how often do you hear of other providers for apparently using too much data? You hardly do, if at all. That reason alone will turn a lot of potential new customers away, I think a lot of their customers are coming for the cheap data, and would look elsewhere if they know people are being booted for taking advantage of that.

    And I just looked at the Whirlpool thread and read that a customer was kicked also for sending too many text messages. Well there goes my chances of considering them, lol, I text a lot, they’d hate me.

    • It will turn customers away that are aware of what’s happening, but I would imagine most won’t know what’s happening. So I would imagine that for many their first experience of Kogan will be signing up for this amazing deal to then be embarrassed, disheartened and inconvenienced by having their plan cancelled. Not a good way to build customer confidence.

      • Not a good way at all. Even a simple warning message that you’re using too much data in a short time would make a world of difference, not just booting customers without warning. Oh well, Kogan will find out the hard way. I wouldn’t recommend them to my friends now, only people I know who hardly use data.

  • Theres a number of disconnected people posting on the whirlpool.net.au forum
    It seems some of them have done no more than have a couple of hour long phone calls in the preceding month.
    With no actual stipulation of what “excessive” is, how could any customer ensure they didn’t exceed it. I only make a couple of quick calls a week, and about 300MB data per month, Kogan would love me as a customer (not worth it for me anyhow), however I would expect that with that if i wanted to make a couple of hour long calls per month it shouldn’t be a problem.

    I often advise people on phone/internet alternatives to Telstra’s excesses but from the picture Kogan is painting, they aren’t worth the inconvenience of disconnection even to low usage customers.

  • the info graphic now indicates 400mb data a day. which can be considerably less if you have lots of small sessions of under 1mb.

    also the 2gb data indicates you can manually recharge when you have used your data and get a new expiry period.

  • These customers aren’t being told they used too much though, they are being told they have been assessed as using the service for non-personal use. That’s different than “we accept it was personal use but it was too much”. I’ll be surprised if the ACCC aren’t looking into this one.

  • So, they give you a paln that is “Unlimitied” (which in my book and I am guessing the dictionary, is defined as unrestricted, unconditional, without restriction) but ignoring the very word prohibiting you from using your “unlimited” access ,a nd in fact “not doing business with you after 90days. Why don’t they just call it the 6gb plan? When are we going to say hey wait a minute give us TRUE unlimited or just call it what it is.

    • It’s not called an unlimited plan? It’s called access 30.. 6GB per month. Seriously, it’s a bummer for people wanting to use heaps of data.. but if you do – pay for it

  • just had this exact scenario happen to me..5days for kogan to give me the email scenario..3x 2hr conversations over a month and about 50×10-54 sec calls …….20 tryin calls to rep that never got through…5 disconnect calls..2hr waitng for each call to get thru the que…3 calls to reps that managd to get thru, and no explanation….atlast five days recieve above mentiond email….and advised of the the fair policy….now doing all i can to port my number elsewhere..i just want my number back…that iv had for 10yrs…all i can say is…..its just a nightmare

  • im thankful to have found this page…im gonna post it on my facebook…to prevent it from happening to others…atleast now i have recieved an explanation of my scenario…as a mother of 3 children and a nightshift worker…i had no way of calling my family while i was at work…all bcause i was waitng for my service to turn back on, thinking it was and being told it was a temp error that was being fixed…and so far still waitn for my number to be ported 3days and counting…

  • I have been dicked around by Kogan from day 1 and today they kicked me from the network. I’ve called the tio for the second time.

    Search #koganmobile in google plus for all my issues.

    I pay, I use and sometimes I pay again. They make money from me. They kick me off? Fk them. I’ll leave if I choose too.

  • This year, I left Optus for Telstra for my mobile service after 17 years. Never had a problem with Optus until the last few years when I noticed my reception getting worse. For most of the last few years I have had an “unlimited $99

    • sorry – seems i caqn’t type properly! … I have had an “unlimited $99” plan with unlimited calls, texts and about 3GB of data. For most of that time, I would average about 30 – 35 hours a month in calls (no idea of cost but mostly in off peak times) and about 1000 texts a month as well. I’d love to know if anyone considers that excessive – Optus never had an issue with it. New Telstra plan seems to be averaging about the same

  • My first issue with Kogan was when I ordered 2 SIM cards during their FREE SHIPPING campaign. I checked everywhere to see if there were any terms and conditions, or exclusions, and found none. I or red the SIM cards and was then charged 2 times the shipping fee—I was charged shipping for each SIM card even though both arrived in the same package. When I asked them why I was charged for shipping when they clearly advertised FREE shipping, I was told that the free shipping did not apply to the SIM cards. Fair enough, but that contradicted their FREE SHIPPING campaign. As I said, there we no conditions attached to this campaign. It was free shipping on all items site-wide.

    I activated one SIM card on their $10 data only plan, for use on my iPad. I use my iPad for job search activities and online studies. And I’ll admit that I’m almost constantly online. Because of this, I went through my data allowance in a little under two weeks. I wasn’t really thinking about it as I figured that I would just recharge again. When I went to recharge I received an error. I can’t remember the exact details, but support told me that my recharge frequency was too high and I was automatically blocked. Thankfully, the support guy was very understanding and he let me recharge again.

    As others have said, I can understand fair use for their unlimited calls. But I’m buying a fixed block of data from them, for a fixed price. If I’m paying for it, and using it for personal use, I should be able to buy as frequently as I like. If not, I’ll go back to Telstra.

  • Kogan Mobile should be fined. If they call their plan “unlimited” then it should be unlimited. If it includes 6GB of data, you should be able to use the 6GB of data any time within the month. However; if users are downloading 1-2GB per day from a particular mobile tower repeatedly, Kogan should have a right to restrict that user as to not impact others from downloading.

    It seems like this is what’s happening, i.e. users who are repeatedly downloading 1-2GB of data at once from the same mobile tower which may be in high demand (perhaps due to population density or not enough towers in the area) are being kicked – for the sake of other users who want to download from that tower. If the mobile tower you’re using isn’t congested/in high demand, then you can download 1-2GB/day like the users Trido & matt0 have stated.

    Kogan can’t give a hard number as to what is “acceptable” because it’s relative.

  • I am going through this right now!!
    I am so frustrated. I am at the moment waiting for my mobile to be ported – if thats the correct word – with Telstra. Apparantly Kogan have to release me as a customer, which I find intriguing as I did not sign a contract!. What can I do? I have emailed them, and logged in to my Kogan account – which I still have and no response. I waited 1hour and ten minutes on the phone to be told – on the day my service was to be ‘auto enabled’ that i was to go to another provider. They could of told me that a few weeks ago when they asked what I use my data for. I still have no phone. Am a single mum with a daughter who has Health concerns. I am so angry. And to discover this is their agenda.
    And I found out you cant recharge data either. Should of known it was a shady operation when the only way you can buy credit is online or direct debit! And thats another thing, I couldnt get on line to recharge when I had not data – unlike Telstra or Optus you can. Same old story – you get what you pay for. But the way they have managed this is absolutely appalling.

  • So now in the “so cheap they’re better off avoiding” list we now have dodo internet, tiger airways, and kogan electronics/mobile?

    What other businesses am I missing?

  • Hrmm.. interesting…

    What I find the most interesting about this article is the tone that this is something you should have expected all along with the suggestion that you shouldn’t bother the government with your whingy little problems.

    Kogan are clearly making up the rules as they go along. They’ve given people a service agreement and then when it is no longer agreeable to them, they are using some “excessive use” clause at the drop of a hat.

    This is going to the ACCC, you can bet your bottom dollar Angus.. whether they choose to do anything is up to them. Your message of complacency doesn’t sit right with me and even suggests some level of bias, which I find hard to believe because of who you are..

    Again.. it’s just the tone of the article I dislike.. nothing personal.

    • That undertone of a threatening and bullying entity is a trait well symbolised by Australians as a nation – look at our government!

      How many of us have been bullied by banksters (Max Keiser’s term) when we complained about staff who put in a loan application without telling us?

      Most answers received by the public in the ABC’s Q & A would make 5 year olds laugh if not cry.

      Kogan the Bogan’s merely carrying on a tradition we support as a nation in Oz.


  • How many people here think that wireless is the way forward if 6gig won’t do for a mobile for one month? When buying a mobile plan (or prepaid) you have to work out the cost per byte when comparing. The price of data over 3g/4g LTE won’t be coming down any time soon.
    Help us obiconroynobi, your our only hope!

  • … Unsure how they can be using too much data on a fixed limit plan.. If it shaped them down and people were still streaming data 24/7 then go for it..

  • We are also hearing from low end users as well, who are getting booted from Kogan Mobile, so it is not just heavy users at all, it is so disgusting,

  • Had a similar thing happen to my son when i put his on the Amaysim “unlimited” plan …. we got emails warning that it would be terminated if the high usage continued … he was making 90 minute calls to his GF :/ Unlimited …my arse

  • Others have said they understand ‘reasonable’ use for calls, but the term used is ‘Unlimited’ and that’s what it means. Don’t promote something as unlimited and put limits on it!

  • It’s got to be some form of stunt. They’ve quietly put 400MB per day on their page without telling anyone and then they drop people. The 400MB isn’t even metered for the user so they have no way of knowing until they’ve gone over. It doesn’t cut them off, it doesn’t slow down and no warnings. Kogan just stops them from recharging which means they’re without a phone connection.

    To me it looks like they’re trying to get as many people to sign up so it looks like they’re doing well and then drops people.

    Also, I remember Kogan saying that it was meant to be clear to the customer compared to other networks. So why doesn’t it have 400MB per day only instead of confusing it with 6GB a month.

  • i think they are going to lose most of their customer base by doing this its most tech savy ppl who will seek out and go with this plan especially for the data usage. kicking these customers for using 7% at once is just so unreasonable if it was like 2GB in a chunk it would be more reasonable but 400mb is just stupid!! lets rage at them and time for change.org

  • just found out about this cap today kogan has definetly messed up i already called uup and ported my number over to boost that cap shit is stupid i paid for the data and should be able to use it as fast or slow as i like.
    kogan enjor the loss of customers. ill never recommend kogan EVER AGAIN!!!!!!

  • I’m just wondering why the hell I wasn’t told, a day, a week, whatever before being denied service (a non-descript account status error on the website that said nothing of my evils – of course I’m going to call up) that I was actually doing something wrong so I could sort out a new service is beyond me!?
    I’ve willingly called the Bogan call centre and was actually told I should just look elsewhere for a new cellular provider!!! Apparently I’d broken some rules and wiping my a$$ with their shape-shifting fair use policy. OMG I so can’t believe you just said that!!! I asked to talk to a supervisor but she was in a meeting and of course never called me back. Spoke to a new customer service rep the next day and was told that this mysterious (and make believe) supervisor; Carmen, was in a meeting and would most certainly call me back. I’m not an idiot, I know I’m just being put on hold for theatre. Or, for the benefit of the doubt, there is actually a Carmen. Maybe even a few hundred. Stuck in a vending machine waiting to step up as a supervisor because the last one did something about a customer complaint. Life must suck in the third world.
    Well. I’m going to give ALDI mobile a try now because the Kogan international add on was rubbish anyway!
    At the end of the day I got a cheap three months out of Kogan. I got in before the rush so it wasn’t a huge screw around for a sim and connection. My biggest beef with them is why I was booted. I undeservedly used ALL or MY 6 PAID-FOR gigabytes every month. I barely even called or texted. I mean I’m living on scraps here. 6GB a month?!? C’mon.

  • Got avicted by Kogan today for using my data allowance at my own convenience lol…I’m disgusted and in disbelief of such an action by these tools…no one was willing to speak to me or explain the situation except “you may deport ur number else where” spent 8 hrs on the ph requesting to speak with a supervisor no luck they just kept avoiding me..bunch of moronic idiots they made me sick to my stomach …never had an issue with any other provider whatsoever!!…you should be a shame of your selfs!… this is appalling!!!… i urge everyone to deactivate their accounts with them and get a decent provider.

  • A damn disgrace is this excessive use does this make me a business user??
    My March usage.
    396 minutes average 12.77 mins per day
    83 sms average 2.677
    26 mms average .83
    Total of 111 calls
    Took a screen shot with -1 day remaining it said still 3556mb remaining, however when added up from actual bill usage it was 4314.08mb
    50 dialled numbers.
    29 days less than 10 calls
    7 days no calls.
    24 days 5 calls or less.
    So does this make me a business user???
    What have others used to have them struck off?
    Its rude they don’t give you an explanation other than we consider you a business user and leave you without service, too bad if you had an important call with ?? your career at stake and no access to another phone.
    If these people want to do this they should be made to contact the customer and give them time to make other arrangements its just not that easy with work and family commitments let alone if you order from another provider online who knows how long it would take to get a sim in the mail, then hope the porting goes well.

Show more comments

Log in to comment on this story!