Porting to Kogan Mobile issues — how to actually get help?

dna level c on 09/02/2023 - 18:31

I've been trying since Monday to port from Telsta pre-paid to Kogan Mobile.

On Monday evening I went through the online process, never received a confirmation text from Telstra or Kogan Mobile.

Tuesday evening I contacted Telstra to confirm my details were all correct, I then contacted Kogan Mobile again, they tried the port again, and it failed again.

Wednesday I called Kogan Mobile again to advise of the failed port, the matter was supposedly 'escalated' to the port team and I would get a call back within 24 hours

Thursday, 24 hours passed, I called Kogan Mobile and the guy I spoke with barely seemed to know what he was doing, tried doing the same things as the lady from Wednesday, advised that she raised the 'wrong type of ticket', but he's raised a new correct ticket apparently.

I feel like I'm just going in circles and no one is providing any actual help.

Is there any way to get help from a level of tech support at Kogan Mobile who can actually sort out what is going on? This is crazy.

Mobile

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Kogan Mobile
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Comments

  • Associated87percent @ Telstra on 09/02/2023 - 19:37
    +1

    I can check from the Telstra side, if you pm me your number. I won’t be able to get back to you until tomorrow though when I log in

  • DOGGYWOWWOW on 09/02/2023 - 19:40

    Last time this happened to me I called and the person reissued me a voucher code immediately to try port again from the beginning which fixed my problem. I'd recommend calling again.

  • bobbified on 09/02/2023 - 20:16
    +4

    ….to Kogan Mobile

    oh, you actually want service with that?

    If you can't get any service becoming a customer, imagine what you'd get when you are actually a customer.

    • jpl on 09/02/2023 - 20:33

      Well said. I was about to say this too.

  • Hybroid on 09/02/2023 - 20:19

    All that and you still want to use Kogan? One of the worst customer service companies around?

    • JoeBogan on 10/02/2023 - 07:19

      Don't know why you got negged but you're right, you get what you pay for with them. When there's no issues it great but when there is, it's a nightmare to sort out.

  • KyserSoze on 09/02/2023 - 23:49

    I went through exactly the same thing 2 weeks ago with Kogan trying to move from Catch Connect.

    Took over a week to finally port in to Kogan.. They kept advising that catch/Optus porting system was having issues hence I couldn’t receive the porting text from Kogan..

    Kogan would call me back daily with an update and to check if I had received the porting text:

    Lesson learnt.. don’t ever go with online retailers.

  • Associated87percent @ Telstra on 13/02/2023 - 20:16
    +1

    Just to follow up.. I have checked ops number, and can confirm that there has been no port request received by Telstra.

    • dna level c on 14/02/2023 - 09:19

      Appreciate the help mate, this one is going to be tricky!

  • dna level c on 27/03/2023 - 19:57

    Final: I had to go into a Telstra shop and have them troubleshoot, when that failed, they escalated the issue to their tech people, who escalated again to the real nerds and they fixed in in about a week or so.

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