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Ogi launch new support platform and 7-day customer care service

Full fibre broadband ISP – Ogi – is boosting its offer to customers this year, as the challenger brand moves into its third year as Wales’s leading alternative telecoms brand.

Kickstarting the year with a refreshed speed and price offer, the Wales-based provider has invested in its customer care provision too; boosting the number of agents available and extending its opening hours to 7-day a week coverage, to include later evenings and weekends.

The refreshed service will see Customer Care agents available in English and Welsh between 8.00am and 8.00pm Monday to Friday, and between 8.00am and 6.00pm on weekends.

Improving the self-help tools on the website as well, Ogi’s new online pages include guides on topics from connecting set-top boxes to billing questions and help setting up digital voice services.

Speaking about the new services, 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.

“The internet is a vital utility, and accessing support when it isn’t working as expected is critical – especially in the mostly-rural areas we serve. 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 – helping our customers access support how and when they need it most.”

Following a successful trial in December, the Customer Care team are now available over the phone and online seven days a week, side-by-side with a new online help section hosted on the Ogi website

Ogi has now signed up over 10,000 customers to its full fibre network, installing new connections in some of Wales’s most rural settings, often with little to no existing infrastructure. The challenger brand has quickly gained a reputation for its stand-out Wales-based credentials and is consistently rated ‘excellent’ on review sites such as Trustpilot.

This new focus on competitive pricing and enhanced customer service, without reducing the quality of speed – instead increasing it – is part of Ogi’s initial focus in 2024 on its household ISP brand.

The network continues to be monitored 24/7 by a team of in-house network engineers, and this new move will see the Customer Care team working more closely with the network team to improve communication with customers when outages occur.

Lisa Baker is Group Editor for the Need to See IT Publishing Group. Lisa writes about HR, Technology, Health, the Environment and Business.
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