Here for you

Rain or shine, here are our answers to all the questions our home customers might have.

Our company

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.

Why have you changed your name? 

Spectrum Internet and Net Support UK became part of the Spectrum Fibre group in 2020 – when the company secured cornerstone investment to deliver a full fibre broadband network across south Wales. We wanted a name that reflected the company’s new ambition to build a full fibre network that will transform the ability of people in south Wales to connect with each other and the world for generations to come. We have also updated Net Support UK’s registered name to Ogi Networks Limited.

Why Ogi?

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.

Basic questions

Key questions about your service.

How do I sign up for an Ogi service?

Use the 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 [email protected] or look out for the Ogi in your community.

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 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 neighbourhood. Use the postcode checker to find out exactly where we are, call 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.

We can provide services to businesses wherever they might be in south Wales. Call 029 2002 2300 or email [email protected].

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.

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 £60 installation charge, plus send your router/s (in good working condition) to Ogi.

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 letter.

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 the router/s.

Can I nominate someone to manage my account?

Yes, you can. Get in touch with our Customer Care team at [email protected] or 029 2002 0550 and you can add an account manager who can look after your account on your behalf.

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 call 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 by Ogi.

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 call 029 2002 0520.

If you’re an Ogi Alt customer, we’ll get in touch to organise your install.

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 – should you need one – 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.

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.

What if there’s an issue with the installation?

We really hope that we get things right for you, first time, but if not, please call our Customer Care team on 029 2002 0550 or email [email protected].

Your Ogi kit

All your questions about your Ogi Customer Premise Equipment (AKA your hardware kit!)

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:

  • 1x Zyxel EX3301 wifi router if you’re an Ogi 150-er
  • 2x eero 6 wifi mesh routers as an Ogi 300 customer
  • 2x 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.

Further information about your wifi can be found on the Our Services page of the website.

My kit is faulty – what do I do?

Get in touch with us on 029 2002 0550 or at [email protected] and we’ll look into it for you.

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 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?

Let us know by phoning 029 2002 0550 or emailing [email protected].

We’ll send you a pre-paid postage pack to return the damaged kit to us, and get new equipment to you.

If you’ve damaged the kit, we’ll need to charge you for the cost of new equipment.

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 the Ogi 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 (8pm-10pm 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 the Ogi Speed Test.

If your actual speeds are significantly lower than expected, please let us know on 029 2002 0550 / [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.

Faults

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 Customer 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 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.

If you’re concerned about your Bill, contact Customer Care on 029 2002 0550 or via email at [email protected].

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.

What if I’m struggling to pay?

Please get in touch with Customer Care on 029 2002 0550 or email [email protected].

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. Call us on 029 2002 0550 or email [email protected]. If you prefer post, send us a letter to Ogi Customer Services, Charnwood House, Collivaud Place, Ocean Way, Cardiff, CF24 5HF. Or DM us through Facebook, Instagram, or Twitter.

If you are a business customer 029 2002 2333 or email [email protected].

Our full contact details are in the Contact Us section of the website.

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, Charnwood House, Collivaud Place, Ocean Way, Cardiff, CF24 5HF.

A full copy of our Complaints Code of Practice is available on the website.

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.

For further information about data security, visit the Privacy policy section of the website.

I don’t want your emails anymore – how do I get them stopped? 

You can give us a call on 029 2002 0550 or send us an email at [email protected].

There will also be an option in our digital communications to unsubscribe from our mailing lists.

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.

How do I change/update my details?  

You can update or change your details by giving our Customer Care team a call on 029 2002 0550 or emailing [email protected].

Our community fibre builds

We’re hitting the road – here are some things you might want to know…

How do you decide where to build 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 build areas will be available on in the ‘For communities’ section of our website. 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.

If you notice any damage that has been caused and the engineer has left the property, please contact Customer Care on 029 2002 0550 or email [email protected].

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].