vergognosi

Very disappointing customer service.

My Kena SIM suddenly stopped working and is not detected by any phone. I contacted Kena in writing on 6 August 2026 asking for technical assistance and a SIM replacement while keeping the same number.

More than 45 days later, I still had not received a proper response.

The situation is now even worse because the defective SIM is preventing me from transferring my number to another operator. I have sent further formal complaints and still have no clear solution, no case number, and no practical instructions for replacing the SIM.

For a mobile operator, leaving a customer without access to their own phone number for this long is unacceptable.

I simply want Kena to:
- confirm that my number is still active;
- replace the defective SIM while keeping my number;
- provide a case/reference number;
- explain clearly how I can complete the replacement while I am abroad.

I will update this review if Kena finally resolves the issue.

Paid 5 euro, no activation started, sent a message to customer service, no answer. Not an ISP but a bunch of clown

Two weeks for activating a eSIM online with SPID when promised to take “a few hours”, zero competency by support when calling the number as they have “no visibility” - lost time, lost money, lost chill - just stay far away from this company

A Kena mobile SIM was stolen, for blocking the SIM was not possible to make a call to the Customer Center "181" with another phone company !! even calling to land line number or overseas call nymber was impossible, we managed to block the number only 20 hours after the stealing. this situation pushed us to court citation with a lawyer

After renewing their systems, my SIM does not work any longer. I have to change my SIM - AND THEY WANT EUR 10 TO CHANGE THE SIM ! !! !!! !!!! To solve a problem that they made !

su sito kena descrive velocita 5G 250 Mbps in download e 75 Mbps in upload , eseguito speedtest , risulta 280Mbps download ma solo 10Mbps in upload

THIS IS A DANGER COMPANY
TAKE MONEY YOR ACCOUNT WITHOUT permission
dont take sim from them dont give 5g also

Weak connectivity, inconsistent and extremely slow internet, the worst customer service I've experienced, where they scold you instead of trying to solve problems.
The only upside? It's cheap.
Would avoid like plague.

My last provider, PosteMobile, wasn't in 5G (4G+/LTE), had better download and upload speed, better ping and jitter and I could use it everywhere in my house, instead with Kena I must get on the last floor and cross my fingers.

Poor coverage in Lazio. Difficult to cancel. Keeps charging my card after cancellation. No response from support.

can’t stream, can’t browse, nothing works properly. speed seems slow.
I can’t make calls indoors or even outside in town. Even though coverage map says full signal.

videos don’t load and apps barely work. 4G speed is slower than 3G.
Customer support agents read from a script. copy-past reply. never solve real problems.

Bought a SIM at Milano Centrale. Told them specifically I needed mobile data for both Italy and Switzerland. The seller told me confidently that the Kena 50GB data works. It does not work in Swizerland throughout the 5days I was there. I felt trapped. Don't buy from this brand.

I took a chance with Kena just because I was only in the country for 5 days and the price for the SIM was reasonable. I received the SIM with just showing my foreigner passport in about 10 minutes, and it was working upon my exit from the Centro Sarca mall in Milano. It worked flawlessly throughout north Italy for my whole time here. Hopefully, the negative comments below made a difference for the company... my experience was one of great convenience and I am happy to say that I didn't need to discuss anything with any Kena employees because the cell service just worked flawlessly.

Very bad online activation process. People who process data insist that you send health card when in process there is info that you can send other document with codice fiscale. As a foreigner its hard to get health card and really not needed for anything than activating kena mobile(eu citizen). Process of mobile number portability is also bad. You need to show old sim card on the photo. If you lost it you're not gonna port it. No photo of the paper contract with the previous supplier will help you. Activation in tabacchiera is also impossible because you need to have health card that is hard to get. You can have codice fiscale from embassy but that is not enough for them. There is some info that if you are "straniero" you can call of infoline but there is no English option and if you ask for someone that speak English they will hang up. No one answer on emails on assistenzaclienti @ kenamobile.it and there is no live chat that makes it extra hard for people that doesn't speak Italian well.

Modificare la password è un' impresa epica...viene voglia di cambiare gestore..
.

Be aware of this company. They offer a service that I am still waiting for.
The salesman mentioned 30 mins wait to have my data activated. Then, another staff mentioned I had to wait 24 hrs. Guess what? I am still waiting for my data. Now, as I told them, I will NEVER recommend this company and will talk sh1t about it. It was a waste of time.

Offerta 4.99€ 100gb in 4g con velocità max 60Mbps in download. Indipendentemente dall'orario non supero i 10-15 Mbps. Per me inutile.

Ho fatto una specifica domanda via email su una promo mi hanno risposto con un "pippone" copia e incolla. Inqualificabili

Ahhh Italy! Coffee, pasta, pizza, ferraris and.....APPALLING MOBILE PHONE OPERATORS! Kena is another awful outfit, quick in signing you in and taking your money, then you get your SIM card and the pain starts...VIDEO IDENTIFICATION THAT DOES NOT WORK! It doesn't work because none of the geniuses at Kena bothered designing a user-friendly multi-platform system, so I had to tweak all my settings on my mobile to see the damn video ID screen in full and be able to operate it. Then, half hour wait. And then, finally, a person showed up on other side! But this person was awfully rude, spitting orders at me, I mean customer service from the Soviet Union, that is where she surely got her 'training'. And then SHE ASKS FOR MY TESSERA SANITARIA! Where upon signing up AND PAYING for my SIM card did it say that I needed that???? So I said I do not have one as I am on a tourist visa, wharf wharf wharf more barking, and then she asked me for my codice fiscale. I say hang on a second I have to reach for it. Literally it was three arm lengths away and when I got back onto screen a nanosecond later this IMB3CILE had me on some sort of hold and never came back. So, after another 15 minutes I called it quits and decided to restart the process. Then, to add insult to injury I get an email saying "your video ID could not be completed, reason: customer forgot documents" Whaddafk??? So here I am, still disconnected from the world thanks to Kena and their amazingly helpful and courteous employees who think I work for them, hang on, they think I am their slave!
This appallingly dysfunctional company not only treats you like a piece of rubbish, a subhuman, but also has safety procedures that would be reasonable if you were instead trying to buy bomb-making components, but are absolutely over the top for a miserable SIM card.
FINALLY, after another half hour of waiting, I got to another operator, thankfully not the first one. This one asks me again for the Tessera Sanitaria, so once again I say I do not have one and where it did say when I contracted and paid for the service that I would need one. No answer, of course. Then she asks for my Codice Fiscale, which I show to her, but in true Italian fashion, she says my Codice Fiscale is not valid because I have a paper version given by the consulate and not the credit card sized type she is accustomed to seeing. Blatant and systematic abuse of power, not good because I say so. Not a 'bear with me for a moment, Sir, I'll check" Nah, that is too difficult! It feels better to say NO. "Oh wow, I just said NO and feels great! I feel empowered! No, no, no" seems to be going through their minds. At that point, smoke was coming out of my ears, another full week wasted and NO phone communications. I asked why did they sign me in and made me pay if they were going to reject my documents and deny me service, no answers. I asked for an immediate refund, which of course is never going to come, thanks God I paid with Paypal and they have my back.
SUMMING UP: Foreigners, forget about Kena. At this stage I am starting to regret not having an Iridium phone even if I am not in Antarctica, nor Everest North Face. I am in the bl00dy middle of Italy but having a SIM card here seems to be more difficult than buying a nuclear warhead.
ZERO STARS!
AVOID LIKE THE PLAGUE.