Answers to all your questions about Ogi.
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.
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.
Help for our existing customers.
All your numbers have changed – how do I get in touch with you?
The number you have should still work and direct you to our new contact numbers. If you have any problems, contact Customer Care on 029 2002 0550.
I’m a Spectrum Internet customer, what does it mean for me?
We really value your custom, so please be assured that your service from us won’t change. What is changing is our trading name, and this means our emails, bills and invoices may look a little different to reflect the new brand. We’ll get in touch to update you about any future news.
I’m a Net Support UK customer, what does it mean for me?
We really value your custom, so please be assured that you will continue to receive the same quality of service from our dedicated business engagement team. We’ve changed our registered name and trading name to reflect our new focus and ambitions. Providing connectivity and managed service support to businesses is central to that ambition.
I’m not based in Wales; will you still be able to provide me with a service?
We currently have existing customers in all parts of the UK, and your service from us isn’t changing. Ogi is a fun, inclusive word and we hope that every one of our existing customers feel it’s for you too.
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 005 and you can add an account manager who can look after your account on your behalf.
What happens if I accidentally damage your equipment?
Sometimes accidents happen: if our equipment is damaged, we can arrange a replacement to be sent out, or an engineer will visit the property inspect the equipment and replace the items if necessary. There may be an additional cost if this is the case.
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.
How do I end my contract?
We will notify you of your contract dates when you take out any new contract and we will also let you know on your bill when your contract ends. If there is a better deal or more suitable package available to you, we will let you know via email.
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.
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.
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 who will be happy to help.
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.