Your Ogi 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:

  • 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.

Can I use my existing router(s)?

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 doing your bit for the planet, which you can spend at Amazon.

My kit is accidentally damaged, what do I do?

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.

What do I do if my kit is faulty?

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 emailing us at customer.care@ogi.wales, or calling 029 2002 0550.

If we need to send an engineer out to check your equipment, we’ll sort that out (please bear in mind that if no-one is home or no fault is found, we may need to charge you for their time).

If we need to swap your kit, we’ll simply send a new one to you with a prepaid postage bag for you to return the faulty item to us. If you’re out of contract there is a small admin/postage charge.

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.

  1. 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.
  2. Download the MPro Mesh App onto your mobile via the App store or by using the QR code overleaf.
  3. Open the App and log in using the password on the back of your Router.
  4. Use the UK adaptor provided to plug-in your Extender. Wait for it to power-on and self-test.
  5. Wait for the power indicator light to stabilise and the wifi indicator to start flashing.
  6. 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.
  7. 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.
  8. 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.
  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.
  10. 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.
  11. 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
Using the eero app?

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).

Using the Zyxel EX3301 online control panel (Web GUI)?

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 own password for these online controls.

Devices won’t connect? Try splitting your channels.

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 used just by your high-speed devices. This is known as splitting your SSID, and it should improve the service for both types of device.

When you split the SSID, you can hide or switch off your 5Ghz channel so that only 2.4Ghz devices connect. Then you can switch 5Ghz back on (or unhide it) for your faster devices to connect.

  • If you have a Zyxel router you can split your SSID by changing your settings through the online Zyxel control panel (Web GUI).
  • For an eero router, you can split your channels using the app. You can also troubleshoot device connection (and other issues) through Settings, Troubleshooting.
What the lights on the Zyxel E3301 mean?
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 traffic
    Blinking Sending or receiving
    Off No internet connection or  in bridged mode
  Red On Connection failed 
LAN 1-4 Green On Connected, but no traffic 
    Blinking Sending or receiving 
    Off No Ethernet connection
2.4G WLAN/WPS Green On 2.4GHz wireless network is activated.
    Blinking Communicating with 2.4GHz wifi client
  Amber Blinking Connecting with 2.4GHz wifi client
    Off Link is down or disabled
5G WLAN/WPS Green On 5GHz wireless network is activated
    Blinking Communicating with 5GHz wifi client
  Amber Blinking Connecting with 5GHz wifi client.
    Off Link is down or disabled
Phone1, Phone2 Green On Service on, no voice messages
    Blinking Connected phone is in use, no voice messages 
  Amber On A voice message has been left
    Blinking Connected phone is in use and there is a voice message
What the lights on the eero routers mean?
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 internet 
Solid Red eero is not connected to the internet
If one of your eero routers isn’t working

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 back online. And if that doesn’t work, connect it to you main router using an Ethernet cable and try again.

What if my location is shown as outside the UK (let alone Wales)?

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 you power it back up again, it’s likely to provide you with a different IP address, solving the problem.
  • Clear the cache on any devices that are experiencing the location problem, to make sure they are not storing any incorrect information.
  • You can check your IP address using sites such as IP Address Lookup.

If the problem doesn’t clear, please take a screenshot of the affected website/app/service and use this form to send it to our Customer Care team.

Can I connect my Sky Q box to Ogi?

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 security mode.  Click on the menu (≡ top right) and Network Settings, then scroll down to Security Mode. Select WPA2-PSK.
Split the channels on your router. Separating the channels will enable Sky to run on 2.4Ghz, which is its preferred band. Although it’s slower than the 5Ghz channel, it provides a more stable connection. Click on Wifi Settings in the menu, and untick ‘Keep 2.4Ghz and 5Ghz the same’, then Save. Your channels will now be separate.

eero: Using the eero app, switch off the 5Ghz channel while you connect your Sky Q box. This will give your Sky Q box time to create a stable connection using the 2.4Ghz channel. Your 5Ghz channel will automatically switch back on after five minutes.

The first rule of tech club:

Switch it off, leave it for a minute, and then switch it on again!

If you get an error message, restarting (AKA rebooting) your device can often put things right. It’s a quick and easy fix that works more often than not, which is why technical helpdesks recommend it.

To boost your chances of solving the problem, disconnect the power at the mains by removing the plug powering your connection box (the black box on the wall with the green lights, AKA the ONT) and the router connected to it.

Make sure the lights are off on both devices, then wait for 10-15 seconds before plugging them back in and powering them on again. They will take about 5 minutes to boot back up fully, so this is a great time to make a cuppa!

Pro tip: Your Eero app or Zyxel online control panel are also useful for troubleshooting common problems.