How can we help?

Billing and payment

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Joining Ogi

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Your Ogi kit

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Service speed

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Voice and landline

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Community rollout

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Popular questions

How do I sign up for an Ogi service?

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 or look out for the Ogi team in your community.

How do I know if Ogi’s in my area?

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 your details with us for more information on what we can do in your area – and to find out if we’re on our way.

If you’re looking for business broadband, we provide services throughout south Wales: find out more.

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

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 – by or sending us a message 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 else to manage my account?

Yes, you can. Get in touch with our Customer Care team by or sending us a message or calling 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, 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 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 you a future service, you may be charged an installation fee at your new address – our Sales team will be able to tell you, and let you know if you can take your wifi kit with you (you probably can!).

If we can’t offer you a service at your new property, you’ll need to close your account with us.

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.

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.

I’ve got Ogi Voice, but I can’t remember what’s included?

Your monthly Ogi Voice service includes your chosen call package:

Ogi Voice Evenings and Weekends
(that is, free calls to UK landlines, 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 are free at any time; all other calls are billed at our advertised prices. If you want to add voicemail, international calls or access to premium-rate services, just ask us to add these services to your package.

Remember, all calls except freephone numbers are capped at 60 minutes, so that you won’t accidentally run up a huge bill. You can still hang up then redial to carry on chatting!

Keeping in touch with us – and us with you

How do I contact you?

If you are a residential customer, contact our Customer Care team, Monday to Friday, 8.00am – 8.00pm or on weekends 8.00am – 6.00pm. Phone us on 029 2002 0550 or send us a message. 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 you are a business customer 029 2002 2333 or email

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, 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.

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 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 phone us on 029 2002 0550 or send us a message.

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

How do I change/update my details?

You can update or change your details by phoning our Customer Care team on 029 2002 0550 or send us a message.

Our 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 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.


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.

Need more help?

Can’t find the answer to your question? Get in touch with our Customer Care team by phoning 029 2002 0550 or send us a message – we are here to help.

We will update this section with your most frequently asked questions on a regular basis. Last updated 22 September 2022.