Ogi installation: what happens and how long it takes

Ogi is an altnet (an alternative network): where its own network reaches, it builds its own lines rather than selling over Openreach's. It says it brings a fibre line straight to your doorstep rather than using copper or a mix of fibre and copper.

Ogi lists eight local network areas: Bridgend County Borough, Caerphilly County Borough, Monmouthshire, Newport County, Pembrokeshire, Rhondda Cynon Taff, Torfaen and the Vale of Glamorgan. Its network doesn't reach every home in them, so check your postcode on Ogi's site. To see other options in your county, try broadband deals in Pembrokeshire or broadband deals in Monmouthshire, from our broadband deals by area hub.

If you're outside Ogi's network: Ogi Alt

Ogi's homepage says home customers in south Wales outside its networked communities may be offered an alternative service. It doesn't name it there, but Ogi's home terms define an Ogi Alt Broadband Service as broadband Ogi provides over the Openreach network, and its kit page describes an Ogi Alt service for people who don't live in an Ogi fibre area. Ogi Alt works differently: Ogi contacts you to arrange it, Openreach installers do the work, and you may need to set up the Zyxel wifi kit yourself. Ogi's joining FAQ also lists a separate, higher charge for an Ogi Alt installation; its free-installation offer refers to standard installations, so check the installation line on an Ogi Alt order. If no full fibre reaches you, our guide to broadband support schemes in Wales covers the grants and programmes that may help.

Booking the slot

You book the installation appointment when you place your order, and Ogi confirms it by email and text. To change it, contact Sales at sales@ogi.wales or on 029 2002 0520.

The 14-day wait, unless you ask for an earlier start

Ogi's terms say it doesn't start delivering the service until your 14-day cancellation period has ended, and that lead times are counted from the end of that period, unless you request early supply when you order. That choice affects what you'd pay to cancel in cooling-off (see below), so if your slot falls inside the 14 days, ask whether you've requested early supply.

Dates are estimates

Ogi's terms call installation dates estimates: it uses reasonable endeavours to meet them but has no liability for missing one. Our guide to broadband installation lead times explains why dates slip.

Permission from the owner

By accepting Ogi's terms you confirm you have the homeowner's or landlord's permission for Ogi and its installation partners to install, operate and maintain the equipment. If you rent, get it in writing first, mentioning the small hole through an outside wall (see our guide to broadband for renters).

Build letters and private roads

Where Ogi is still building, residents directly affected get a formal letter from Ogi and its contractors about what to expect and when. On a private road, an engineer phones to arrange access. On the day itself you must be home: Ogi may charge a fee if its team arrives at the agreed time and nobody is in.

On a 24-month contract, yes. Ogi lists free installation on residential packages, and its price guide (version 6.2; installation prices valid from 5 January 2026) shows standard installation at no charge on 24-month contracts for Ogi 150, Ogi 300 and Ogi 1Gig. Ogi's joining FAQ says standard installation is currently free on all new 12- and 24-month home sign-ups, but the price guide shows no 12-month price for these packages and the homepage listed only 24-month terms on 9 October 2026. Offered a 12-month contract? Check the installation line on your order.

Three situations change that:

• Ogi Alt. Ogi's joining FAQ lists a separate charge for an Ogi Alt installation, and says the free offer applies to standard installations. If you've been offered Ogi Alt, check what your order says about installation before you confirm.
• Rolling terms. The standard or enhanced installation price applies. Check the installation line before you confirm.
• Installations that aren't standard. If yours isn't standard, Ogi's Sales team tells you about any extra cost. Enhanced installations must be booked in advance with a minimum one-hour charge, and Ogi may bill for extra materials or engineering support.

Ogi doesn't list what makes a job non-standard, so if you're unsure, ask Sales before the visit and get any extra cost in writing. Our guide to broadband engineer visit charges covers these charges more generally.

1. A text before they arrive. The engineers send a text, then arrive at the agreed time. They often work in pairs.
2. A briefing first. They run through what they're going to do and answer your questions before starting work.
3. Choosing the route. The engineers pick the most suitable route from Ogi's network. Depending on what's already there, the fibre reaches your home overhead or underground. Ogi says it will make good any area affected by the work.
4. Fitting the boxes. An indoor and an outdoor connection box are mounted back to back on an outside wall on the ground floor. You confirm where the indoor box goes, and it will be near power sockets.
5. The hole through the wall. The engineer drills a small hole, usually just below the boxes, for a short cable from outside to inside. Ogi's network connects to the outside box and through the wall to the inside one.
6. Connecting the router. The router plugs into the indoor connection box, and Ogi's team hooks the router up for you. Your devices then connect by Ethernet cable or wifi.
7. Testing. The engineer tests the new connection before leaving.

Because the boxes go back to back, the indoor box sits on an outside ground-floor wall, and your wifi starts there. Pick a spot as central to the home as that allows, near a double socket, and think about cable runs to a TV or desk. Our guide to what to expect at a full fibre installation compares other networks.

The indoor box is the ONT (optical network terminal, the device where the fibre ends and your router plugs in). Ogi's kit page describes it as a Nokia ONT, a little black box on the wall close to where the cable comes in, though that page still uses older package names (Ogi 250, 500 and 1Gig), so the make on your wall may differ. Our guide to the full fibre ONT explains what the box does.

On Ogi's current fibre packages the router is an eero (Ogi Alt uses Zyxel kit, and Ogi's price guide lists a Zyxel router for some customers who joined before 17 January 2025), and Ogi includes what it calls smart wifi as standard. According to Ogi's homepage on 9 October 2026:

Some Ogi support pages use older package names and router numbers, so check your order. You manage eero routers in the eero app, including the wifi password and parental-control profiles.

The ONT and router are included in the standard package price. They aren't yours to keep, though:

• Routers stay Ogi's property and must be returned at the end of the contract. Returns go through DPD, with free drop-off at any DPD UK drop-off point.
• The ONT stays at your home unless you ask Ogi to remove it.
• Ogi charges for hardware that isn't returned or comes back damaged, and for a replacement if you accidentally damage a router or extender.

If you add Ogi Voice, Ogi's home phone service delivered over the internet, its price guide says activation is included in the installation charge. You plug your existing phone into the connection box on the wall: Ogi's installation page says you can do this at any time, while its joining FAQ says to plug it in once Ogi confirms your number has moved across.

• Keeping your number. Ogi says porting your number costs nothing extra and usually takes around 7 to 10 days. If there's a delay, you get a temporary number.
• Don't cancel the old phone line too early. Ogi says not to ask your previous provider to disconnect the phone until the number has transferred. Our guide to keeping your landline number when switching covers porting in more detail.
• Power cuts and alarms. Ogi says Ogi Voice won't work in a power cut or if the internet goes down. Ogi says the service is unsuitable if you have a personal alarm or telecare system, because in those circumstances you won't be able to make 999, emergency or any other calls, and that you should have another way to connect the alarm and to make an emergency call, such as a mobile phone or a traditional landline. Government guidance on the digital landline switch says Ofcom expects providers to offer customers who depend on their landline a free way of reaching the emergency services for at least an hour in a power cut. If that's you, ask Ogi what it provides and read our guide to telecare alarms and digital landlines before installation day.

Ogi's terms let you cancel within 14 days of the Commencement Date without giving a reason. That's the day Ogi accepts your order form, not your installation day, so note it.

What you pay depends on whether the installation has happened:

• Not installed yet. Ogi's cancellation page says new customers can cancel free of charge in the cooling-off period. Contact the Sales team on 029 2002 0520 or use Ogi's online form.
• Already installed. Ogi's price guide says you pay the cost of the installation if it has already taken place, and any hardware must be returned in good and full working condition. Ogi's cancellation page words this more softly (you "might" be charged the installation fee), so ask Ogi to confirm the amount in writing.
• Early supply. If you asked for the service to start inside the 14 days and then cancel, Ogi's terms say it charges for services used up to the date you tell it, plus installation costs incurred.

To cancel, Ogi's terms ask for a clear statement by phone (029 2002 0520), through its contact form or by post. Citizens Advice says that if you cancel by letter or email within the cooling-off period, the contract is cancelled from the date you post or send it, so keep a copy.

Citizens Advice notes you're likely to be charged for service you've already used. Under the Consumer Contracts Regulations, the legal right covers sign-ups online, by phone and with a salesperson at your home; it doesn't cover sign-ups in a shop. Ogi's clause 9.1 gives the 14-day right from the date it accepts your order under the Consumer Contracts Regulations 2013, and it sits under a heading called Distance Selling. Ogi's joining FAQ says you can also sign up with the Ogi team in your community; if you signed up in person that way, ask Sales to confirm in writing whether the 14 days apply before you rely on them. Our guide to the broadband cooling-off period covers the general rules, including refunds.

Ogi advertises a 30-day love-it-or-leave-it guarantee. Its formal name is the 30 Day Ogi Satisfaction Guarantee, with its own terms separate from Ogi's main home terms. The guarantee document Ogi publishes is dated 2 January 2024, and the current home terms (updated 5 January 2026) say only that the guarantee terms are available separately, so ask Ogi to confirm the version that applies to your order.

For the 30 days after your service goes live, if you're not happy you can cancel without being held to the rest of your contract, with no further commitment other than returning the equipment in good condition. Ogi arranges collection of the kit, including the router. You must tell Ogi before the 30 days are up, or the terms say you're held to the rest of the contract.

The terms don't say whether you'd pay for the days already used, or whether rolling-term or Ogi Alt customers are covered, so ask Ogi what your final bill would include, by email.

Cooling-off and the guarantee side by side

Ogi starts charging on the date your service becomes operational. Ogi doesn't say how the two windows interact, but in practice, because cooling-off starts at order acceptance and clause 9.3 says delivery normally waits until it's over, they rarely overlap: once you're online, the 30-day guarantee is usually the one that matters. The exception is if you asked for early supply, when you could still be inside the 14 days after go-live and the cooling-off rules above apply. Diary day 30 and use the first weeks to test wifi in every room and evening streaming; our broadband speed test gives you a record.

Ogi supports One Touch Switch, the process Ofcom introduced on 12 September 2024 (as described by Ogi and in ISPreview's report of Ofcom's rules). You contact only Ogi; your current provider must send you the switching information, including any early termination charges, and Ogi says this might include your final bill. You agree to the switch before it starts (Ogi says you can do this online), and your old service carries on until Ogi's is activated, then ends automatically. Our guide to switching broadband providers covers the process in full.

To switch, Ogi asks for your current provider's name, the surname on the account and your account number (it's on a bill). Its switching line is 029 2002 0232. Ogi's joining FAQ says that when you move from a copper network to Ogi full fibre you can stay connected throughout. One Touch Switch is optional: Ogi says you can opt out and cancel your old provider yourself once Ogi is working, but then its notice period and cancellation terms are yours to handle.

• Exit fees. Still in contract? Check the switching information for early termination charges, or tell Ogi's sales team when your contract ends.
• Your email address. Ogi warns some providers downgrade or charge for email after the contract ends. Our guide to keeping your email address when switching covers the options.

Still comparing? See Ogi's current packages on our Ogi broadband deals page, or compare broadband deals at your postcode to see what else your address can get. We don't switch you ourselves: you order directly with the provider you choose.

• Problems with the installation. Ogi's joining FAQ asks you to call Customer Care on 029 2002 0550 or send it a message.
• Damage to your property. Ogi's rollout FAQ says that if an engineer causes damage, they tell their local team manager, and Ogi normally arranges and pays for the repair after a review, though it says this can't be guaranteed. Damage you notice later goes to Customer Care on 029 2002 0550. Our guide to installation damage to your home covers your options more generally.
• Call-out charges later on. Ogi may charge for an engineer visit if you're out of contract and need one, or if you're in contract and no fault is found.
• Leaving after the windows close. Ogi's terms require at least 30 days' notice in writing or by phone, and its price guide says you're charged for the remaining months of the term (the terms allow a charge equal to 100% of the remaining charges). Contact its Customer Loyalty team on 029 2002 2349.

One Touch Switch doesn't apply when you move house, Ogi says. If you want to stay with Ogi, it may be able to move your service, depending on whether its network reaches the new address, and an installation fee may be charged for the new connection. If Ogi can't serve the new home, or you don't take its service there, standard termination terms apply and you return the routers using a returns postage pack.

Check the new address early. If Ogi isn't available, compare broadband deals at your new postcode or browse fibre broadband deals, and read our guide to broadband when moving home for the timing.

• Check whether you've been offered Ogi's own fibre or Ogi Alt.
• Read the installation line on your order: standard installation is free on 24-month contracts, but rolling terms and Ogi Alt installations can be charged.
• Note the date Ogi accepted your order: your 14 days start then. If your slot falls inside them, ask whether you've requested early supply.
• Renting? Get the landlord's permission in writing before the visit.
• Pick an outside ground-floor wall, as central as possible, with a double socket inside.
• If anyone depends on the landline or a telecare alarm, tell Ogi and ask about power-cut protection.
• Keep your old broadband and phone line until Ogi is live and your number has moved.
• Diary day 30 after go-live, and keep the router box for returns.