Kogan

Kogan Mobile Announcement

23 September 2013

Kogan Mobile has arranged for TeleChoice to put together some exclusive plans just for Kogan Mobile customers. For a limited time only SAVE UP TO $10 A MONTH ON EXCLUSIVE TELECHOICE PLANS! PLUS, as an extra special welcoming gift, TeleChoice will give you 50% OFF YOUR FIRST MONTH'S ACCESS FEE!

Click here for full details
or
Call 1300Telechoice (1300 83 53 24): Choose Option 3 then Option 1 and then Option 1 again, and a friendly customer service team member will be happy to assist you.


26 August 2013

Kogan has become aware that a number of Kogan Mobile customers are experiencing significant delays in porting their numbers to another mobile provider on the Telstra 3G Prepaid Network, namely ALDImobile. Kogan Mobile does not control the porting process, and is unable to expedite ports to this provider. We confirm that ports to other providers appear to be completing within expected timeframes. Customers wishing to port their number to ALDImobile, and experiencing delays or rejected ports, should contact ALDImobile for support and explanation.


26 August 2013 - NEW UPDATE

Kogan has been advised that the monthly data allowance of 6GB will not replenish on the monthly anniversary of a Kogan Mobile customer's service. This means that, if your current Access Period extends beyond your monthly anniversary date (for instance, if you are on an Access 90 or Access 365 plan), then you will lose data services on the monthly anniversary of your extension or activation. Your calls, texts and MMS services will continue as per normal.

If you wish to port out once your data services cease, then please feel free to do so. Kogan Mobile will honour your pro-rata refund from the date you port out your service. This means that, if you elect to continue using your service once data ceases (for calls, SMS and MMS only), you will be refunded pro-rata from the date you port out (not the date your data ceases). This also means that, if you elect to port out immediately upon losing data services, then you will be refunded your pro-rata balance from the day after you port out. You can choose whether to port out immediately on losing data services, or continue to use your other services for a period before porting out.

If your data services are still active, we recommend waiting until you receive the second text message from Telstra before transferring to another provider.

The second text message from Telstra advising you have been placed on a "7 Day Plan" will read like this:

"Telstra Wholesale sent you a message that Kogan Mobile services are no longer supported. You have 20 voice mins & 20 SMS to Australian numbers for the next 7 days, then your service will end. Data, international calls, MMS are not available. More info http://goo.gl/9qYEEO. Contact Kogan for support."

22 August 2013

Kogan has used the leverage and buying power of the entire Kogan Mobile community and arranged an exclusive FREE deal for all Kogan customers with Unlimited Talk, Unlimited SMS and 6GB Data for a month through Yatango. With this deal, there is nothing to pay upfront and no commitment. You will get a month of FREE mobile access with 6GB of data and unlimited calls and text. All Kogan Mobile customers have been sent a unique voucher code by email.

You can find out the full details here: yatangomobile.com.au/kogan-offer.

If you have not received your unique voucher code, please email koganmobile@kogan.com.au.

If you have more than one Kogan Mobile service, and need extra codes, please email koganpromo@yatango.com with the following information:

  1. The voucher code you received from Kogan Mobile, and
  2. The Kogan Mobile service numbers for which you require additional codes.

22 August 2013

Please see our latest comments on the situation here.


21 August 2013

IMPORTANT: To ensure you get maximum value for your Kogan Mobile service and to be eligible for your optimal pro-rata refund, we recommend that you do not transfer/port your service to another provider until you receive a second text message from Telstra.

Your service will stay active and fully functional until you receive a second text message from Telstra advising that you have been placed on the "7 Day Plan". We do not recommend that you transfer/port your service until you receive this second message from Telstra.

Based on constraints applied by Telstra on the transition process, to get maximum value out of your service, we recommend the following:

Our recommendation:

  1. Decide which service provider you wish to transfer your service to and acquire a sim card from that service provider and have it ready to go.
  2. Continue to use your service as per usual until you receive the second text message from Telstra.
  3. The second text message from Telstra advising you have been placed on a "7 Day Plan" will read like this:
    "Telstra Wholesale sent you a message that Kogan Mobile services are no longer supported. You have 20 voice mins & 20 SMS to Australian numbers for the next 7 days, then your service will end. Data, international calls, MMS are not available. More info http://goo.gl/9qYEEO. Contact Kogan for support."
  4. When you receive the second text message (above) from Telstra advising you are now on the "7 Day Plan", you should immediately start to transfer your service. The transfer/porting process usually takes 1-2 hours but can sometimes take 24-72 hours if there is congestion in Australia's Telecommunication System.

The above recommendations will ensure that you get maximum value for your Kogan Mobile service within the constraints applied by Telstra on the transition process.

Please note: The following message you may have received from Telstra does not yet affect your service. Your Kogan Mobile service will continue to function as per normal. The first SMS you receive from Telstra will look like this:

"An important message from Telstra Wholesale about your mobile service. Kogan Mobile services are no longer supported. You can't recharge but your number remains active for voice calls & SMS. Find out at http://goo.gl/9qYEEO about how you can keep your number & transfer your mobile service to another provider. Contact Kogan Mobile for support."

You do not have to take any action after receiving the message above.


19 August 2013

Dear Kogan Mobile Customers,

Important update concerning the continuity of your Kogan Mobile Service

As a challenger brand, we’re used to being up against some of the biggest companies in the world to get the best deal for our customers. We’ve successfully disrupted entire industries, with our low margin, high volume technology business.

While the launch of Kogan Mobile was a success for consumers, securing a great deal on mobile access at an unbeatable price, not everyone in the industry was happy about it.

We have fought hard for the Australian consumer, spending countless hours and millions of dollars in legal and administrative costs to defend your right to a fair deal! Our intention from day one was to build a long-term, sustainable, and value-based alternative to the big telcos. We believe technology makes the world a better place, which is why we have fought hard for better value mobile deals for everyone in Australia. The endless negotiations, and even the occasional visit to the Supreme Court to protect your interests and ensure that you continue to get the best deal have worked, until today.

There are forces at play in the Australian telecommunications market that are beyond our control, very powerful, and impossible to ignore. When over 100,000 people took their services to Kogan Mobile, in such a short space of time, it attracted a lot of attention. Unfortunately and frustratingly, it appears like the telco heavyweights may be determined to take their former customers back and they may be prepared to do so by force.

We believe that fair and open competition is great for consumers, but unfortunately that competition is being forcefully limited today.

In our email last week, we advised that Kogan Mobile had recently become aware of the following -

  • Telstra is in dispute with ispONE, Telstra’s sole distributor of prepaid 3G mobile services and Kogan Mobile’s essential supplier
  • Telstra had taken steps to terminate its contract with ispONE. If Telstra terminates its contract with ispONE, this would be very likely to impact Kogan Mobile’s own customers’ services (through no fault of Kogan Mobile)
  • ispONE had commenced proceedings against Telstra in the Federal Court and obtained a short term injunction to restrain Telstra from terminating its contract with ispONE
  • The Federal Court ordered Telstra and ispONE to attend mediation. Although not party to the Federal Court proceedings, Kogan Mobile was permitted to (and did) attend the mediation

We now understand the mediation between Telstra and ispONE failed to achieve a satisfactory result for Telstra. Telstra has today notified Kogan Mobile that it will be terminating the supply of 3G Prepaid Mobile services to its wholesale reseller ispONE within 24 hours, and has established a transition arrangement in respect of your service. Kogan Mobile understands that ispONE has appointed voluntary administrators today.

Kogan Mobile has tried to do everything it can to protect its customers. However, contrary to our numerous and concerted efforts to persuade Telstra to maintain and support Kogan Mobile's arrangements with Telstra's sole distributor, ispONE, Telstra has advised that it will terminate the 3G Prepaid Mobile services to Kogan Mobile. This will impact the continuity of your service, and those of other Kogan Mobile customers. While the timing and nature of the transition arrangements are dictated by Telstra, Kogan Mobile has negotiated the optimal arrangements that Telstra would allow.

While this matter is entirely out of the control of Kogan Mobile, we nevertheless sincerely apologise for any inconvenience that these transition arrangements may cause to you. Importantly, Kogan Mobile customers who have remaining credit at the time their services are terminated by Telstra will have their entire remaining balance refunded to them by Kogan Mobile. The refund amount shall be calculated as the pro-rata amount remaining on the date of deactivation of service.

We’re Devastated

We are extremely upset to have to bring you this news. We set out with the aim to make mobile services in Australia more affordable for all, and were well on the way to achieving this goal. The migration to Kogan Mobile was one of the biggest in Australian telecommunication history. As we lowered the prices for services, we were happy and so were our customers - but not everybody in the industry was pleased with what we were doing.

As you may have seen recently, many companies have fallen out of the prepaid unlimited market. We’re afraid that due to certain industry dynamics, this is a sign of things to come. We’re concerned that it won’t be long before your choice as a consumer is eroded almost completely. We worry that the big telcos in Australia will continue their consolidation of power. Inevitably, this will mean higher prices. We’re not happy about this but at this stage it’s not something we can do anything about. Kogan Mobile has been muscled out of the mobile industry against our will by a force much bigger and much stronger than us.

What will happen to my mobile number?

Don’t worry, your number is safe! Your mobile number will stay active for 180 days from today. You will be able to transfer (port) your phone number to another provider at any time for the next 180 days.

What does this mean?

Based on information provided to us by Telstra, we understand that the following will be the transition arrangements that Telstra will enforce -

  • Within the next 24 hours, Kogan Mobile customers will be unable to activate new services, or recharge existing services
  • In the coming weeks, you can expect to receive an SMS from Telstra advising you that your service will cease within a limited period (up to 60 days), but not before you receive a second SMS advising that there are 7 days to change (port) your number to an alternate provider
  • During this period, you will be able to use your existing service and consume your existing credit
  • Telstra will then send a second SMS at some stage during the 60 day transition period, which will advise that there are 20 minutes of calls and 20 SMS remaining credit available for use within 7 days to Australian numbers, while data services, international calls, international SMS and MMS will be excluded. You will continue to be able to retrieve your voicemail messages during this 7 Day Plan and for up to 10 days afterwards.
  • For 180 days from today, customers will still be able to receive calls, receive SMS and transfer (port) their mobile numbers and make emergency calls at any time for 6 months thereafter. If your service has not ported out after the 6 month period, the service will be cancelled by Telstra
  • Kogan Mobile recommends that, upon receiving the second SMS from Telstra, you take action to transfer (port) your mobile number to another provider, or otherwise make arrangements for continuity of your mobile service. We also encourage customers to plan ahead for receipt of the second SMS from Telstra by acquiring a new SIM card from another provider as soon as possible.
  • On behalf of our customers, we are currently seeking to negotiate some deals with several leading mobile phone providers. We will keep you informed about any special offers we manage to negotiate on your behalf and which you may wish to take up.

What will happen to the unused credit I've paid for?

Once you have ported your number to another provider, or your service otherwise ceases, Kogan Mobile will, of course, refund to you the unused portion of your Access Period back to the credit card or Paypal account that you originally paid with.

As a consequence of Telstra’s termination of the 3G Prepaid Mobile services, the Kogan Mobile customer service team is likely to be inundated with calls and emails, and is likely to take longer than normal to respond. We will provide further email updates to answer your most common questions, and will provide you with further information as it comes to hand.

If you have an urgent enquiry, please email koganmobile@kogan.com.au and we will respond as quickly as we can.

Thank you for your patience and understanding.

For ease of reference, this is a copy of the email we sent you on Tuesday 13th August:


Thank you for joining us on the journey to make mobile access in Australia more affordable. We entered the mobile industry in order to increase competition and give consumers more choice and better value. Since starting Kogan Mobile, we are proud to now serve more than 115,000 active customers.

We have fought hard for the Australian consumer – there have been endless negotiations and even the occasional visit to the Supreme Court to protect our customers’ interests and ensure that our customers continue to get the best deals. However, there are forces at play in the Australian telecommunications market that are beyond our control, very powerful and impossible to ignore.

You may be aware that we procure our mobile services for part of the Telstra 3G Network through Telstra’s sole and approved distributor – ispONE. ispONE is the only company in Australia that wholesales Telstra’s Prepaid 3G Services and is essential to the operation of our and any business through that network. Telstra’s Prepaid 3G Network is not integrated with any other wholesale platform, other than ispONE’s.

Since day one, Kogan Mobile has complied with all its obligations to its service providers. We keep our agreements. We have paid every invoice on time or early. Like our customers, we expect our service providers to deliver what they have been paid for.

Kogan Mobile has recently become aware of the following -

  • Telstra is in dispute with ispONE, Telstra’s sole distributor of prepaid 3G mobile services and Kogan Mobile’s essential supplier
  • Telstra has taken steps to terminate its contract with ispONE. If Telstra terminates its contract with ispONE this is very likely to impact Kogan Mobile’s own customers’ services (through no fault of Kogan Mobile)
  • ispONE has commenced proceedings against Telstra in the Federal Court and obtained a short term injunction to restrain Telstra from terminating its contract with ispONE
  • The Federal Court ordered Telstra and ispONE to attend mediation. Although not party to the Federal Court proceedings, Kogan Mobile is permitted to (and will) attend the mediation

Kogan Mobile is doing everything it can to protect its customers.

We are monitoring these developments closely, as they may affect the continuity of our prepaid mobile services. We will provide a further update when further information comes to hand.

You may also wish to contact Telstra directly and ask Telstra what it intends to do in respect of its wholesale prepaid mobile business and customers’ mobile telephone services if it achieves its goal of terminating its contractual arrangements with ispONE.

Kindest regards,
Kogan Mobile

Quick Links

23 September: Exclusive Telechoice Offer
26th August: Aldi Mobile Delays
22nd August: Yatango exclusive offer for Kogan Mobile
21st August: SMS Notifications from Telstra
19th August: Notice to all Kogan Mobile customers


Contact Us

At this time, Kogan Mobile support is unable to be reached by phone.

However, should you have any queries regarding your Kogan Mobile service, please email us at koganmobile@kogan.com.au and we will endeavour to respond to you as soon as possible.


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