Answers to all your questions about Ogi as a company.
What does Ogi do?
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 solutions, including connectivity and support services, to businesses in Wales.
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 about a better-connected future. That’s why we chose Ogi as our name: it connects people, immediately.
Key questions about your service.
How do I sign up for an Ogi service?
How do I know if Ogi’s in my area?
Ogi’s currently building a full fibre network in communities across south Wales, with more to come soon. If you’re in one of these Ogi full fibre areas, you can sign-up if we’ve already connected your street, or pre-register so we can let you know as soon as we go live in your neighborhood. Use our handy postcode checker to find out exactly where we are, phone us on 029 2002 0520 or email [email protected].
If you’re a home customer living in south Wales, but not in one of Ogi’s networked communities, then we may be able to provide you with an alternative service.
How do I cancel my service?
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 [email protected].
If your service has already been installed, you can still cancel within the cooling-off period, but you’ll need to pay the installation charges, plus send your router(s), (in good working condition) back to us.
How do I end my service?
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 [email protected] 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 your contract.
You’ll need to return your wifi kit to us too. The process is simple: we’ll send you a pre-paid postage pack, and all you need to do is put the hardware into this package, pop to your local Post Office, and return the kit to us to recycle. You’ll be charged if you do not return any equipment to us.
Can I nominate someone to manage my account?
What if I move house?
If you plan to move house, you may be able to migrate your service over to a new address to minimise the hassle and prevent a loss of service to you.
Our ability to do this will depend on where you’re moving to, and the nature of your current service from us. Please get in touch with [email protected] or phone 029 2002 0520 to find out if we’re able to help.
If we’re not able to offer a service at your new property, or you choose not to take up an Ogi service at your new address, then your current service will need to be ceased and our standard terms for terminating a service will apply. You’ll need to return your router/s to us using a returns postage pack provided.
If we are able to offer you a future service, you may be charged an installation fee at your new address. You can choose to take your router(s) with you, but please discuss this with our Sales team.
What do I do if there’s been a bereavement?
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.
Setting-up your service
Information about installing and setting-up your Ogi service.
When will the service get installed?
If you’re an Ogi 150, Ogi 300 or Ogi 900 customer, we’ll book-in your installation when we take your order. You can opt for the slot that works best for you.
We’ll send you emails and texts to confirm the slot. If we need to change it for any reason, then we’ll get in touch to reschedule the install with you; if you need to change the installation for any reason, email [email protected] or phone 029 2002 0520.
If you’re an Ogi Alt customer, we’ll get in touch to organise your install.
Unfortunately, if you’re not home for your installation slot we may charge you for the cost of the installation.
How much will the installation cost?
We charge £60 for a standard installation, but this is reduced to a free installation for all new Ogi 150, Ogi 300 and Ogi 900 12 and 24 month contract customers.
An Enhanced Installation is £80, and if you need one, we’ll discuss and agree this with you before pressing ahead.
The standard cost of an Ogi Alt Installation is £99.
If you’re not at home and the installation is missed, then you may be charged for the installation.
What will happen during the installation?
A Standard Installation will take up to 1.5 hours. The team will set up your full fibre connection, and hook up your router/s on your behalf.
You can watch a simple video of what happens during an Ogi installation in the Ogi Academi section of the website.
Your Ogi kit
All your questions about your Ogi Customer Premise Equipment (AKA the hardware!)
What about my kit – what do I get?
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 Ogi 300 customer
- 2 eero 6 Pro wifi mesh routers for your Ogi 900 service.
If you’re an Ogi Alt customer, you’ll receive your Zyxel router(s) from Ogi in time for your installation.
Ogi Alt: a quick guide to installing your Zyxel Extender
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. To install your Extender, follow the steps below.
- Use your mobile to connect to the Ogi Wifi SSID in your phone’s Wifi Settings, using the wireless key on the back of the Zyxel Router.
- Download the MPro Mesh App onto your mobile via the App store or by using the QR code overleaf.
- Open the App and log in using the password on the back of your Router.
- Use the UK adaptor provided to plug-in your Extender. Wait for it to power-on and self-test.
- Wait for the power indicator light to stabilise and the wifi indicator to start flashing.
- Connect your Extender to your Router – you can do this by using a physical cable or via wifi. If using a cable, go to step 7; wifi, go to step 8.
- Connect the cable to one of the four LAN ports on the back of the Router and one of the two LAN ports on the Extender. To note: if you’re using a cable and want to switch to wifi in the future, you’ll need to reset the device and follow the set-up process again. Go to step 9.
- If using wifi, place the Extender close to the Router. Both devices must be in the same room, and in close proximity to the other. Open the MPro Mesh App and tap the + next to Mesh Devices. Follow the on-screen instructions. Tip: an orange flashing light will display on the Extender once you press the WPS button. Go to step 9.
- The MPro Mesh App should show both devices on the home screen. The Extender will adopt the same Wifi SSID as the Router. If they haven’t successfully connected, try the pairing process again with the Extender closer to the Router.
- You can now move the Extender to a location between the Router and an area of your property with poor wifi coverage. Tip: if you’re using a cable, it will need to be long enough to reach this new part of the property.
- Now use the MPro Mesh App to check the wireless signal strength between your Router and Extender. – Green – your Extender is well positioned and working!
– Amber – your signal is too strong, move the Extender away from the Router.
– Red – your signal is too weak, move the Extender closer to the Router
My kit is faulty – what do I do?
If we need to send an Ogi Engineer out to check your equipment, we’ll sort that out. Unfortunately, if they come out and no-one is home or no fault is found, we may need to charge you for their time.
If we need to swap-out your router without popping by, we’ll send you a pre-paid postage bag to return your kit to us, and we’ll send you the new kit you need. If you’re out-of-contract there is a small admin/postage charge for this.
I’ve accidentally damaged my router – what do I do next?
Can I use my existing router(s)?
Yes. And thank you for doing that – it’s saves on more kit being produced, and is better for the environment.
Our wifi solutions are part of our standard package prices, so the basic service cost still applies, but we will provide you with an Ogi Eco Voucher for doing your bit for the planet.
Your service speed
What to expect, and what to do if you’re not getting it.
How do I test my speed?
Take a Speed Test.
To test your speed, connect your device directly to the router using an ethernet cable and switch off any other devices you’re using. This will give you the best idea of the speed coming into your home.
I’m not getting the speeds I expected – what’s going on?
The speed achieved by our customers can vary for a range of reasons, including how much traffic there is on your local network and wider issues on the internet network across the UK and beyond.
Ogi’s advertised download and upload speeds are achievable for at least 50% of our customers during peak hours (8.00pm-10.00pm every day). As these are average speeds, they’re not guaranteed. The minimum download speed you can expect to receive during peak time is around half your advertised speed. We are not able to guarantee a minimum upload speed to Ogi 150, Ogi 300 and Ogi 900 home customers.
We constantly check and optimise the Ogi network, but you can also test your own speed using an online Speed Test.
If your actual speeds are significantly lower than expected, please let us know by phoning 029 2002 0550 or emailing [email protected] and if we aren’t able to improve things for you within 30 days then you can end your contract with us free of charge.
We like to get things right, but if there’s a fault with your service, here’s what to do.
There’s a fault with my service, what do I do?
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, or kit.
We may need to send an Ogi Engineer to your home to investigate – and if so, we’ll schedule that in for you. If we turn up and you’re not at home or the fault isn’t down to us, we may need to charge for the visit.
Paying for your service
How to pay, and what to do if there’s a problem.
What do I need to know about my Bill?
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 date to the end of the following month.
The amount will be debited from your account via direct debit on or around the date notified on your Bill. Any discounts will be shown on your bill with a description, and we’ll also explain if it’s a one-off or recurring discount.
Am I covered under the Direct Debit Guarantee?
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 account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by us or your Bank or Building Society, you are entitled to a full and immediate refund of the amount paid from your Bank or Building Society. If you receive a refund you are not entitled to, you must pay it back when we ask you to.
You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. Written confirmation may be required. Please also notify us.
Keeping in touch with us – and us with you
Find out more about how you can contact us, and how we’ll communicate with you.
How do I contact you?
If you are a residential customer, contact our Customer Care team, Monday to Friday, 8am-6pm. Phone us on 029 2002 0550 or email [email protected]. 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.
Our full contact details are in the Contact us section.
How do I complain?
It’s never nice if something has gone wrong but we can help put things right: Please email [email protected], 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 of Practice is available.
Why do you want me to fill out a pre-registration form?
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 connect you to a service, we will contact you to let you know.
I don’t want your emails anymore – how do I get them stopped?
How do I leave feedback?
We love to get feedback positive or negative this is essential for us to improve our service. You can give us a call or let us know by using our online feedback form.
Our community fibre roll out
We’re hitting the road – here are some things you might want to know…
How do you decide where to roll out your network?
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 based on a number of factors and the details of our next phase of roll out areas will be available on in the ‘for communities’ section. You can also sign-up online to receive regular updates and news from us about our future plans.
Will I get notified if Ogi is building in my area?
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.
Where will I find details of road closures?
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 questions you may have about our build.
Please also look out for our friendly engagement teams in your community.
How do you gain access to connect my property if I live on a private road?
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.
What happens if there is any damage caused to property?
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 to be reviewed by our team and cannot be guaranteed.
Is the equipment for the network installation building work meant to be left at site?
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 [email protected].