Welsh Broadband ISP Ogi Enhances its Customer Support
Welsh broadband ISP Ogi, which is busy building a multi-Gigabit capable Fibre-to-the-Premises (FTTP) network for homes and businesses across parts of South Wales, has today revealed that they’ve made a number of improvements to their customer care provision (e.g. more support staff and longer opening times).
In short, Ogi is boosting the number of agents available, while also extending its opening hours to 7-days a week coverage, to include later evenings and weekends. Customer Care agents – speaking both English and Welsh – will now be available between 8.00am and 8.00pm Monday to Friday, and between 8.00am and 6.00pm on weekends. Ogi has also improved the self-help pages on their site to include guides on topics from connecting set-top boxes to billing questions and help setting up digital voice services etc.
Customer Operations Director, Greg Hay, said: “We’re all living increasingly busy lives and when we need support doesn’t always fit into the traditional 9-5 … Moving to a new seven-day service has long been an ambition at Ogi, and I’m delighted to see it finally launch. I hope the new hours, and online self-help tools will help boost the experience.”
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The network operator has so far covered a total of 100,000 premises with their new full fibre network – most of them residential – in Wales up to the end of 2023 (up from 60k on 30th June 2023) and they’re also now home to a total of over 10,000 customers (up from 6,000). Prices start from just £15 per month for a 200Mbps service on a 12-month term (£39 thereafter) and rises to £30 for 900Mbps (£69 thereafter).
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and Linkedin.
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Still find it strange there is no online customer portal on their website.
That sort of automation requires a great deal of effort to build into the OSS/BSS. Ogi have gone from zero to warp drive so, systems probably lagging network build.
Ogi’s aftercare service needs to be looked at, and they way they retain a customer, after the 24 months they’re reluctant to offer a deal leaving the customers going elsewhere as their costs are very high after the first 24 month deal they offer you, it’s not good business and a pain for the customer to have to switch again, if you have a older property that’s more cables more hole’s and more hastle.
I cant comment specifically as not had the option to support local enterprise, (only BT/VM) however, that said, it it not by design regards ofcom how the markets are made to create the “churn” to help keep competition in this sector alive and kicking? Yes, switching can be a pain, yet it can also only be a matter of a few clicks of a mouse or finger.. There is a loyalty penalty for every ISP where the hook you with a massively reduced initial period/price over the contracted period, then returns to standard month to month thereafter.. IDK, seems pretty normal from my experience..
I hope Ogi stays their course, hits their deployment targets come 2025. If memory serves ogi was Spectrum, either way, to see ISPs service Welsh customers is excellent, better yet if its all Welsh owned, located HQ, funded in Wales and that Ogi doesn’t sellout or get aquired by one of the bigger ISPs, This would showcase the calibre and Talent of our young minds here in Wales. I hope Ogi succeed in providing Multi-Gbe access speeds across the whole of wales, im sure as customers join the support system will be more than acceptable (And considering Ogi are offering bilingual support, is excellent)
Keep the good things rolling Ogi, Looking forwards to being able to subscribe to 10G if/when available very soon 🙂
https://www.ispreview.co.uk/index.php/2021/06/spectrum-internet-ogi-start-huge-full-fibre-rollout-in-wales.html
Ogi have stopped building everywhere in Wales, doubt they will hit any deployment targets.