Ogi Reviews 2.540

The service was fine whilst I had it, but then I've moved and they have been unbelievable. They told me I had to end service as they dont supply my new house. I agreed and all seemed fine. They said they would send me information on how to return the router. They didn't. However, after the contract ended they took £809.31 from my account without any pre-warning or explanation. No response to emails or complaints. Finally got through to a human on the phone who told me the charge is because I hadn't provided my onward address (which I had, hence they were able to confirm they couldn'tsupply it) and because I hadn't returned the equipment. The conversation seemed to go well, they agreed to return the money once I returned the equipment and they sent me the return instructions. I did it. Still no money. They then told me I needed to send proof of my new address... I have done this. They have confirmed and told me my payment has been processed. However it is a week later and still no money in my account. Outrageous of them to take my money, Outrageous amount of money they took, and Outrageous service. Avoid avoid avoid!

Update 22/6/26: ogi got in touch by customer services apologising for the delay in processing my refund. They have been unable to process it for unknown reasons and have asked me to contact my bank to seek a refund via claiming the amount shouldn't have been taken. More admin for me, just to get the money back they shouldn't have taken! Seriously outrageously poor service.

I have been with OGI a while now, and I wouldn't recommend them to anyone.

The first inconvenience is they don't have a way for customers to login to a customer area to check thier bills, open support tickets ect. This is totally backwards, and is just a basic need in today's online world.

The second biggest gripe is they don't send out itemized bills like other services - leaving thier billing practice rather opaque and obscure. This is another basic most services provide a standard.

The terms and conditions attached to thier services are also unclear and not advertised in any shape or form on thier adverts or during thier sign-up process. For example, I signed my mum up to their anytime package. At no point did they say the voice package was capped with a minute amount during the sign up - leaving me to believe she had an uncapped anytime package. However, my elderly 80 year old mum is now unable to fail out as they have a cap. This is a predatory practice - as this restriction should be advertised on the adverts and made clear in the sign up process ( I shall be reporting this to trade services, as I am pretty sure this goes against advertising guidelines.)

I'd advise going with anyone else but these

ALEX was gently spoken. professional and helpful in taking the process at a moderate speed and responding clearly to my queries.
I couldnt have asked for more
Penny Simcock
(Penelope Janet Simcock)
04 06 2026

A really hassle free switch over. I was kept up to date throughout the process. Coverage vastly improved. Thank you to Will H and Simon D for a great job done. Nice guys and very professional too.

A predatory, wallet-grabbing trap disguised as "standard practice"

​The actual service was fine and the install engineers were great, but the parting gift is a disgusting, predatory billing trap.

​Be warned: "End of contract" means absolutely nothing to this company.

Even though both parties are fully aware of the exact date the contract ends, they require a hidden 30-day notice to actually stop service. They don't put this in the main terms and conditions; they hide it as a single sentence in a separate document you’ll never look at again.
​To make it worse, they will contact you 30 days before your contract ends, but they conveniently "neglect" to mention that you need to explicitly tell them to stop. If you don't, they automatically roll you onto a massive, uncontracted monthly price hike.

​When you call them out, customer service hides behind the excuse of "common industry practice." The average customer shouldn't have to guess what "standard ISP practice" is when standard English dictates that an end date means the end. I have never had to notify a business or any other ISP that I am stopping service after a contract expires, only when switching.

​It is a shameful, calculated cash-grab designed to take one final, unexpected bite out of your wallet when you are already out of contract. Left a completely sour taste in my mouth. Avoid them if you value transparency.

No Internet again, no warning. Site states no Internet issues. Have followed all resolution steps. Noone available out of hours. No support for vulnerable customers who reply on WiFi.

Not able to use heating or certain appliances, no tv, most of my devices (vacuum, alexa, nest/radiators, lights, don't work as I have no wifi.

As soon as it's back up will be looking for another supplier.

Great customer service, amazing broadband. Thank you

I’ve had a really positive experience with Ogi. Jack A and Jordan B came out to set everything up after I moved over from Sky, and they made the whole process easy and stress-free. They were both very polite, friendly, and efficient throughout the visit. They explained everything clearly, made sure everything was working properly before they left, and provided excellent customer service. Really appreciate their help — thank you both!

Megan was so helpful and understanding of my hearing difficulties. She explained the options available, no pressure, we have been a customer for a year and have had no problems.
So we decided to renew our contract.
Thank you again Megan.
Kine regards,, Don H

My set up with Joe Griffiths was quick and easy- definitely recommend for service and a competitive price. Thanks Joe, credit to the team

Again... the BEST customer service I have experienced, bar none.

Customer Service Rep: TATENTA was so helpful and kind this morning, sorting out my renewal contract for me.

I live alone and finances have been up and down, so was so relieved to find they sorted out a new price for the next 2 years which is great!

Surely, the Ogi "tips" for staff should go up too! 😅 Make Tatenta's a triple bonus 🥳😎 He deserves it!

You've no idea what a difference good service and kind words make when things are a bit rough. Thank you Ogi ✨

Awful service, my internet has been off for days and after numerous to customer service nothing has been done.

Both Steff and Liame rerouted our fibre cable with expertise and professionalism. Ogi as a whole - great company. Friendly, listening and customer focussed, reliable and fast internet,

I decided to move to OGI last year mainly because I wanted to keep a landline and the sales reps persuaded me that OGI was the best fibre company and that moving to them would be simple with everything done by them. So they duly came and installed the cable into the house and sent it all up. So simple - all the WiFi settings and passwords were set to my previous suppliers settings making the set up seamless and everything went swimmingly. The connection seemed to be really good and everything would probably have been fine until I discovered my previous supplier had taken a monthly payment of £70.66 as an out of contract payment. I immediately phoned OGI for reassurance that this would right itself only to learn that they hadn’t notified my previous supplier. Despite me being told to the contrary I was told that they did not contact suppliers and that it was up to me to do that part of the transfer. I was obviously upset but the customer service representative I spoke to was quite obnoxious. I asked to speak to someone in authority and I was told that would be her! She told me I was welcome to make a formal complaint but I ought to know that that would go to her too. She then told me I could always leave as I was within the period where I could issue a 30 day notice and would pay no more. I emailed this notice later after I had contacted Plusnet and they spent a couple of hours helping to reconnect me to their router (I was still a customer so all the router and other broadband connections worked but there was something on my iPad,which the OGI engineer had installed, preventing my iPad from finding the Plusnet router. They also put me back on my previous, expired contract to reduce my payments while I waited the couple of weeks for their engineer to come out and connect me. (Btw when Openreach came out, they removed the OGI equipment replacing with thicker better quality wiring and better box.

I boxed up the OGI routers waiting for the promised Jiffy bag with instructions how to return. I then received a final bill from OGI with nothing to pay but a note saying that I needed to return the routers in the Jiffy bag that I will receive and a warning that if i didn’t return it within 28;days I would be charged £80.
I then didn’t worry as I waited for the Jiffy bag and instructions mistakenly believing that the 28 days were from receipt of the said bag.
Example 28 days after the date of the “last” OGI I received another one showing they would take £80 payment for not returning the equipment on 12 January 2026. I jumped on the phone straight away and a lovely gentleman named Rob sorted out a collection of the equipment with DPD taking the worry out of it for me as I am a disabled pensioner and it was very stressful for me. He told me as soon as they had he equipment that payment would be taken off my account. DPD duly collected the equipment on 30 December 2025.
So, when a payment of £80 was taken from my bank account on January 12 2026. Upset, I called customer services and a young gentleman looked into the matter and said the equipment had been received by them and he didn’t know why I had still been charged but he told me he had arranged for the money to be refunded.

But that hasn’t happened. I emailed, no response. Finally 14 days ago I sent them a letter by email outlining everything that had happened and gave them. 14 days to refund me. Well that has now expired and they didn’t even have the decency to respond . I am out of pocket by £80 (more if you include the month I paid two companies for my broadband). That’s a lot if money for a pensioner especially with the cost of energy rising as it is. I am now at my wit’s end because i don’t know what else to do. If I phone, they just placate me and if I write they don’t respond. This isn’t the behaviour of a reputable company. They are nothing more than thieves!

Excellent customer service 👏 special mention to Hollie who has amazing skills both technical and communication wise!

I’ve just had my new broadband fitted , by Jack a & Colin s. They provided a brilliant service and was early to the job. 5 stars from me

The price for Ogi Broadband will save me £44 a month for 6 months then £21 a month for 18 months after that the installation team of Liam E and Will H were excellent. Asking permission and opinions where needed, and installed our new EERO Box quickly and without fuss

Signed up to have Ogi wifi in our first home and they have been very quick and great with communication when getting it installed. Laura Fenning is our local rep and she is so helpful and answers any questions I have quickly and kindly!

Absolutely brilliant service. Very helpful & pleasant .