Kogan Call Receiving problem

Lhacatan on 05/04/2025 - 09:43

Hi, wondered if anyone can help, I’m at my wits end with Kogan! Last year bought a BOGOF Medium deal for my wife and I. My phone is fine but some inbound calls (but not all) are not getting through on her phone. Put her sim in my phone, same problem. No callers are blocked and call sender hears message “we do not recognise the number you called, please check and try again” Kogan are hopeless, gave them all the details but they just ask the same answered questions on each email. Has this happened to anyone else, and if so is there a solution?

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  • noone on 05/04/2025 - 14:09

    ios? or android?

  • Nil Einne on 05/04/2025 - 23:02

    Is this a Kogan number or a ported one?

    If it's a Kogan number, are the callers who having problems just using regular phones or are they on office/PBX systems? A long time ago I had problems with some callers not being able call my Kogan number. The only one I can remember was Mitre 10 Lincoln Road. While I never worked out for sure, my investigation online suggested it was simply fussy PBX systems not recognising Kogan's number range. I would have thought by now all of them would have been updated but I don't know how often they are updated, and I'm not sure how many people actually use Kogan numbers.

    If it's a ported number I have heard stories of ports going wrong where something wasn't completed properly. I think normally they just can't call you at all but I don't remember that well so it's possible there are cases where only some calls work. If this is the problem Kogan really needs to fix it, if you can't get them to help only thing I can think of is porting out and then porting back in, but this will probably kill your BOGO.

    • Nil Einne on 05/04/2025 - 23:09

      Occurred to me, when you say your phone is fine I assume this means the same callers can call you but not her? If so, is there a difference between whether your wife's number is ported and your is or isn't?

  • hacatan on 06/04/2025 - 22:29

    thanks for the replies, both phones ios. Both numbers ported, kept our previous nos. from 2°. Calls not coming through are being made, in two instances, by people in the same room as us, the call comes through on my phone no trouble, doesn’t come through on my wife’s phone. I think I read (probably on this site) about re-porting a phone that’s playing up but Kogan seem reluctant to do that.

    • Nil Einne on 07/04/2025 - 02:46

      Technically you can just port it out to some other network without asking Kogan. Perhaps port outside of One NZ or any of the MVNOs just to make sure it's completely out of One NZ. And I'm sure Kogan will be fine accepting the number back. But I doubt they'd let you keep your BOGO. Most likely once you port it out, that account with be closed and you'll lose any deals or credit. If it's an annual plan you'll probably lost all remaining months with no refund offered.

    • kyogui on 07/04/2025 - 10:23

      If the sim works fine on your phone but not her phone wouldn't that suggest something wrong with her phone instead of the telco? Maybe reset her network settings first.

      • Alan6984 on 07/04/2025 - 11:12

        If the sim works fine on your phone but not her phone wouldn't that suggest something wrong with her phone instead of the telco? Maybe reset her network settings first.

        You could then test for that, but putting the SIM that does appear to work fine in 'her' phone, and see if that works okay.

    • spren on 07/04/2025 - 11:33

      I had the same issue with a number ported to Spark due to them messing up the porting process - inbound calls from certain telcos weren't getting through ("this number is not in use" etc.). The problem is on Kogan's end.

      (This is assuming the problem is with a specific SIM, and not a specific phone - your post is a little unclear.)

  • hacatan on 08/04/2025 - 07:36

    sorry about the lack of clarity, the sim is at fault rather than the phone, when faulty? sim transferred to my phone I get the same problem. Likewise when my good? sim put in her phone calls come through.
    @spren , sounds as you’ve had the same problem!

  • hacatan on 20/04/2025 - 19:09

    After 3 weeks the problem is solved, Kogan won’t tell me how they did it, I suspect their incompetence when porting the number.

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