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You can use your eero mobile app to quickly and easily manage your eero devices. You’ll also find an excellent troubleshooting and support section on the eero website, and if you can’t immediately see what you need, try the Search function (top of the page).

Enter the address http://192.168.1.1 into your browser (it’s on the back of your router as a reminder), then log in using your user name and current password. If it’s your first login and you haven’t set these before, they will be admin and the login password found on the back of the router. You’ll then be asked to create […]

Your wifi connection is a combination of two channels: 2.4GHz and 5GHz. Some devices (usually older tech) can only connect to the 2.4Ghz channel, which is slower than the 5Ghz. When you split them out into two separate channels, your 2.4GHz devices will then use their own, slower, channel, while your 5Ghz channel can be […]

LED COLOR STATUS DESCRIPTION Power Green On Ready for use     Blinking Self-testing   Red On Error or malfunction      Blinking The device is upgrading firmware DSL/Ethernet WAN Green On Ready for use     Slow blinking Looking for a connection     Fast blinking Initialising connection Internet Green On Connected, but no […]

LED Colour What it means No Light eero doesn’t have power Blinking White eero software starting up/connecting to the internet Blinking Blue Broadcasting Bluetooth Solid Blue The eero app is connected to your eero and setting up Blinking Green Multiple eeros detected Blinking Yellow Unapproved USB-C power source used Solid White eero connected to the […]

If one of your secondary eero routers (one that isn’t hooked up directly to the connection box) is not online, try switching it off, then on again. If that doesn’t work, try moving it into the same room as your main router. Switch it on again and wait 2-3 minutes to see if it comes […]

Your connection will have a unique Ogi IP address, and all Ogi IP addresses are registered in the UK. Websites should recognise this and automatically take you to their UK version. If that isn’t happening, here are some things to try. Switch off the black connection box on your wall (ONT) for 30 minutes. When […]

Equipment will usually be removed from site, however there may be occasions when it needs to be left on site for a short period. This is perfectly normal and does not pose any risks the public. If you do see something that concerns you please contact Customer Care on 029 2002 0550 or via email at customer.care@ogi.wales.

If an engineer has caused any damage to your property, they will inform their local Team Manager who will discuss the next course of action with you. If the damage has been caused by our team, we will normally arrange the repair to take place and pay for the damage caused, but this will need […]

If you live on a private road, our engineer will give you a call to gain access to your property and to discuss any specific requirements you may have with you.

We will provide information in the local community of any planned road closures, following appropriate processes. There will be several communication boards locally showing the start and finish times of the work being carried out. There will also be an on-site supervisor who will be on-site every day. They will be able to answer any […]

We will attempt to speak to you and let everyone living in an area know that we are coming. Customers that are directly affected by the build will also receive a formal letter from Ogi and our contractors letting you know what to expect, and when.

Our aim is to connect towns and villages across south Wales, prioritising areas that are commercially viable (or voucher eligible) and not served by other companies for now. Our first phase will see us build to 150,000 premises, but we hope to scale this up considerably over the coming years. We continually review our plans […]

You can update or change your details by phoning our Customer Care team on 029 2002 0550 or emailing customer.care@ogi.wales.

You can phone us on 029 2002 0550 or email us at customer.care@ogi.wales. There will also be an option in our digital communications to unsubscribe from our mailing lists at anytime.

We are in the process of building out a real fibre network across south Wales and can also offer other connectivity and business support services. We are asking anyone with an interest in our services to register their interests at www.ogi.wales as well as through field sales on a no-obligation basis. As soon as we can […]

It’s never nice if something has gone wrong but we can help put things right: Please email complaints@ogi.wales, phone 029 2002 0550, or send us a letter at Ogi Customer Services, Tŷ Ogi, Hodge House, 114-116 St. Mary Street, Cardiff, CF10 1DY. A full copy of our Complaints Code is available.

If you are a residential customer, contact our Customer Care team, Monday to Friday, 8am-6pm. Phone us on 029 2002 0550 or email customer.care@ogi.wales. If you prefer post, send us a letter to Ogi Customer Services, Tŷ Ogi, Hodge House, 114-116 St. Mary Street, Cardiff, CF10 1DY. Or send us a message through Facebook, Instagram, or Twitter. If […]

Existing and future customers are fully covered under the Direct Debit Guarantee. This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date, or frequency of your Direct Debit we will notify you 10 working days in advance of your […]

Your bill will be sent to your e-mail address (unless you’ve asked for a paper bill at an additional cost) and will include all the charges incurred in the period, including your broadband costs. Our bills will cover a period of 1 month, unless this is your first bill, which will start from your activation […]

Contact Us, and we’ll find out what’s going on. The fault may be due to an issue on the network, and our team will aim to resolve the matter as quickly as possible. If the fault is just affecting you, it might be to do with the fibre to your home, or your premise equipment, […]

If you don’t live in an Ogi fibre but choose to sign-up for an Ogi Alt service, then Openreach Installers will come out to your home to install your Ogi service. You may be required to set-up your own Zyxel wifi kit. It’s easy. To install your Router, simply follow the guidance in the Zyxel Router box. […]

If you’re an Ogi 150, Ogi 300 or Ogi 900 customer, you’ll get a Nokia ONT (that’s a little black box, on your wall, close to where your cable comes in to your home). You’ll also get: 1 Zyxel EX3301 wifi router if you’re an Ogi 150-er 2 eero 6 wifi mesh routers as an […]

We really hope that we get things right for you, first time, but if not, please phone our Customer Care team on 029 2002 0550 or email customer.care@ogi.wales.

If something has gone wrong, please let us try and put things right. Send us an email at complaints@ogi.wales, call us on 029 2002 0550, or write to us at Ogi Customer Services, Tŷ Ogi, Hodge House, 114-116 St. Mary Street, Cardiff, CF10 1DY. Our Complaints Code sets out how we handle complaints and what to […]

If we’ve written to you to request payment and don’t hear back from you, we’ll try and reach you by phone or email to discuss things with you further. If you’ve still not been able to pay us (or agree repayment with us), your broadband speed will be reduced to 3Mbps, which will still be […]

We’re sorry if you are having trouble paying. Please talk to us as soon as possible, to help avoid late payment charges and possible restrictions to your account – we’ll certainly help if we can. Email us on customer.care@ogi.wales or call us on 029 2002 0550.

If a direct debit payment fails, we’ll give it another try if we can, or we’ll need you to get in touch to help us set up a new mandate.

If you ever need to make a payment other than by direct debit, our bank details are: Account Name – Spectrum Fibre Limited Sort Code – 30-91-89 Account Number – 32691660 Please use your Ogi account number as a reference.

To update your payment details, just call us on 029 2002 0550.

No problem! Just get in touch with us to change your billing date to one that suits you better.

We’ll send your bill by email once a month (unless you ask us for paper billing as an optional extra). It will show a full breakdown of charges, including any discount and VAT. Your Ogi service is usually billed a month in advance, and your direct debit will be made on or around the date […]

Your monthly Ogi Voice service includes your chosen call package: Ogi Voice Evenings and Weekends (that is, free calls to UK landlines and mobile numbers, 7pm-7am Monday to Friday and on Saturday and Sunday) Ogi Voice Anytime (calls at any time to UK landlines and mobiles) Calls to other Ogi Voice users and internet calls […]

If you plan to move house, we may be able to move your service to your new address, depending on where you’re moving to and what sort of service you have. Please email sales@ogi.wales with the details, or phone 029 2002 0520 to find out if we’re able to help. Just be aware that if we can offer […]

Yes, you can. Get in touch with our Customer Care team at customer.care@ogi.wales or 029 2002 0550 and you can add an account manager who can look after your account on your behalf.

To change your account details, simply email our Customer Care team with the changes you need to make, or call us on 029 2002 0550. 

Your broadband speed can vary for lots of reasons, including local network traffic (how busy it is), as well as wider issues across the UK network and beyond. Because of all the factors outside our control, we can’t actually guarantee a minimum network speed, we can just tell you about the average speeds achievable. At […]

You can use this free service to take a Speed Test. To get the most accurate results, you should connect your device directly to the router using an Ethernet cable and switch off any other devices you’re using. This is because speed is shared between all the devices you have currently in use, so if you […]

If your router or extender is not working because it has been damaged, we will need to charge you for a replacement. Let us know by emailing us at customer.care@ogi.wales, or by calling 029 2002 0550. We’ll send you a replacement with a pre-paid postage bag for you to return the damaged item.

If your router or extender has suddenly stopped working, you probably know what we’ll say first – as long as it’s not damaged, please try switching it off at the mains, and then turning it back on again after 60 seconds! If it still isn’t working, try our troubleshooting guide; otherwise let us know by […]

Yes, you can! Follow the connection process on your Sky Q box by selecting ‘Connect to a non-Sky network’, clicking on your network name and typing in your network key. If you’re having problems with this connection, try the following tips. Zyxel EX3301: Log onto the Zyxel online control panel and make the following changes: Switch the router’s […]

Yes, you can! You can create a profile for any device using the network (say, your child’s tablet) and then set the times it can use the internet, and what kind of content it’s able to see. Use the Profiles feature in the eero app, or the Parental Control settings on your online Zyxel control […]

You can view or change your eero network password any time in the eero App, under Settings. To change your Zyxel network password, go to Maintenance, User Account on your online Zyxel control panel (Web GUI).

Once we’ve confirmed that your number has been moved to Ogi, you can plug your phone into your connection box on the wall, and you’re good to go.

If you’re an Ogi 150, Ogi 300 or Ogi 900 customer, you’ll get a Nokia ONT (that’s a little black box we’ll attach to your wall, close to where the cable comes into your home). For Ogi 150, you’ll get a Zyxel EX3301 wifi router  For Ogi 300, you’ll get two eero 6 wifi mesh […]

Yes. And thank you for doing that – reusing existing hardware is much better for the environment. Our wifi solutions are included as part of our standard package prices, which will still apply, but to say ‘Thank you’ for doing your bit for the planet, we’ll send you an Ogi Eco Voucher worth £40 for […]

Here’s the good news – you won’t! When you switch from a traditional copper wire network to Ogi full fibre, you can stay connected all the time. Once Ogi is up and running, you can then contact your previous provider to disconnect your old service.

If you’ve opted for Ogi Voice, you can keep your phone number – let us know and we’ll arrange for it to be moved (aka ‘ported’) for you. There’s no extra cost, but it can take a few days (usually around 7-10 days), so if there’s a delay we’ll give you a temporary number to […]

No, you can use any email address you like with Ogi! If you’re moving from another provider, just be aware that some companies will downgrade your email account type or ask you to pay a monthly fee to keep using their full email service after your broadband contract ends. It’s worth checking this out with […]

Standard installation takes up to 2 hours (it’s often much quicker). The team will set up your full fibre connection, and hook up your router/s for you. This video explains it all in just 60 seconds.

If you’re an Ogi 150, Ogi 300 or Ogi 900 customer, you can book your installation when you place your order, and we’ll confirm it with you by email and text. If you need to change the installation for any reason, please email sales@ogi.wales or phone 029 2002 0520. If you’re an Ogi Alt customer, we’ll get in […]

Standard installation is £60; Ogi Alt installation is £99. At the moment, standard installation is FREE to all new Ogi 150, Ogi 300 and Ogi 900 12- and 24-month contract customers! If it turns out that your installation isn’t standard for any reason, our Sales team will tell you about any additional cost involved.

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If there is a death in the family, the person acting on behalf of the customer can terminate the contract at no cost, and return the wifi equipment to us. They can also transfer the contract to another person, on the same terms, and at no cost if that’s what they’d like to do.

Once you’re out of the cooling-off period, you can terminate your service from us – we’ll need 30 days’ notice in writing – via email to customer.care@ogi.wales or by writing to Customer Care, Ty Ogi, Hodge House, 114-116 St Mary Street, Cardiff CF10 1DY. If you’re in contact, you’ll need to pay us the remaining term of […]

If you change your mind after signing-up with Ogi you have a 14-day cooling-off period to cancel your service. This may vary, depending on your offer, so remember to check the relevant Terms & Conditions. If you’d like to cancel your service, just let us know by emailing sales@ogi.wales. If your service has already been installed, you […]

Try our postcode checker, which will tell you if we’ve reached your area yet. If you are, congratulations, we’d love to welcome you to the Ogi community! If you’re a home customer living in south Wales, but not yet in an Ogi-networked community, we may be able to provide you with an alternative service. Share […]

Use our handy postcode checker to find out if you can sign-up now; or you can pre-register your details with us so we can keep in touch. You can also call our friendly team on 029 2002 0520, email us at sales@ogi.wales or look out for the Ogi team in your community.

In Wales, Ogi’s a word that never fails to bring a smile or a response. Ogi is a chant we learn from when we’re small. We associate it with life’s happy times, anywhere people are gathered and want to express our unity and joy. It has a touch of nostalgia, but for us, it’s all […]

We provide full fibre broadband services – described as real fibre – to homes and businesses across Wales, and some parts of England. Full fibre is a fibre optic broadband connection directly to your home or business and is also known as FTTP or Fibre To The Premise connectivity. We also provide some other connectivity […]