Zero star rating if I could. Like many other customers in Barnet, we have now been without internet for 10 days, and the issue is still not resolved. This has been an incredibly stressful and frus... Näytä lisää
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Terrible company with terrible service, no commitment or urgency. An outage for over 12 days and they've pushed back the date on 7 separate occasions, not to mention it's not even resolved yet. When t... Näytä lisää
Yritys on vastannut
Richard came to our door explaining how it all operates, following up with his team leader jimmy. Once we signed up things moved very quickly for installation, the guys done an excellent job kept eve... Näytä lisää
Yritys on vastannut
Linus explained what Open Infra are doing in Colchester - finally a company is making the effort to bring full fibre to our area. Linus was very polite and courteous and explained exactly how this all... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
Yrityksen kirjoittama
Open Infra builds, manages and develops fibre infrastructure for households, businesses & municipalities in Sweden, Germany, USA, Norway & United Kingdom.
Yhteystiedot
Yhdistynyt kuningaskunta
- 0808 175 0904
- info.uk@openinfra.com
- uk.openinfra.com
3,0
Keskitasoinen
260 arvostelua
Ei viimeaikaisia arvostelupyyntöjä
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On vastannut 100 %: iin saamistaan huonoista arvosteluista
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Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Reliable broadband service.
Setting up my broadband service from Optyx ran into several issues last year, but now everything was sorted and is up and running perfectly. OpenInfra/Optyx is a reliable and understanding broadband service provider.
2. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Jason,
Thank you so much for your kind feedback! I’m glad to hear that everything is now up and running smoothly and that we were able to resolve the issues during setup.
We always strive to provide a reliable and seamless service, and it means a lot to us that you feel that way.
Please don’t hesitate to reach out if you need any assistance in the future!
Best regards,
Shawn
Customer Support
Easy transition
Easy, seamless transition from my old provider to Openinfra.
Very competitive price.
Setting up was so easy- Shawn and William were so helpful, knowledgeable and patient
Thank you guys
24. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Edina,
Thank you so much for your kind words and for taking the time to share your experience. We’re truly delighted to hear that your transition to Openinfra was smooth and satisfactory.
It was a pleasure assisting you alongside William. We always strive to provide knowledgeable, patient, and helpful support, and it's rewarding to know that we met your expectations.
Should you need any further assistance in the future, please don’t hesitate to reach out.
Warm regards,
Shawn
Customer Service
Avoid OpenInfra at All Costs! Unprofessional, Incompetent, and Borderline Scam Behaviour
My experience with OpenInfra has been nothing short of outrageous.
Despite never completing the installation, and despite me explicitly refusing their technician access, OpenInfra decided to fabricate service usage and send me invoices for a broadband service that was never activated. Repeatedly, I provided proof that:
• They lied about go live date
• Didn't respond to any of my emails requesting an update as to when they would go live
• I had enough and contracted with another provider (Virgin Media) due to their endless zero updates
• finally months later they contacted me about sending an engineer, I had told their engineer not to proceed with any installation
• I had emailed them well in advance to cancel the installation
Despite all of this, they continue to claim their service is “in use” based on some unverifiable images and vague system logs. When I asked who’s supposedly paying for this “service,” they had no clear answer. I’m not being charged by my bank, and I have never authorized any payments.
Their representatives, particularly William (who is extremely incompetent), have continued to gaslight, harass, and ignore my cancellation requests, insisting on phantom activity and threatening continued invoicing unless I allow them to enter the property which I physically cannot do whilst working overseas.
This entire operation reeks of gross mismanagement, deception, and shady billing practices. It honestly feels like a scam operation trying to pressure people into paying for something they neither requested nor used.
I wouldn’t recommend OpenInfra to anyone. If this is how they treat prospective customers, imagine what they’d do to actual ones. Untrustworthy, unresponsive, and completely unprofessional.
In response to the response provided :
I told your installation team after many months of waiting not to bother or proceed with the installation, they sent someone to the property and I told the engineer she was not welcome to install the line. So I have no idea where you guys got the fabricated service usage from but it wasn't from me. I have an active virgin account so definitely not from me.
Second is that no payment was made comment, another clear lie. I made several payments to clear the debt and get you lying vultures off my back once and for all I also have receipts for those payments so another clear lie by the good old swedish team.
22. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Sam,
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and appreciate the opportunity to respond to your concerns with care and transparency.
After a thorough review of your case—including system data, installation records, and our communication history—we’d like to clarify a few key points:
Service Activation and Usage: Our records indicate that broadband activity has been consistently associated with your property. A connection box was also installed on the exterior wall, confirming that the service was successfully activated and available for use.
Communication and Cancellation Attempts: We received a cancellation request via a support ticket that was over two months old. However, we found no record of a confirmed cancellation being issued or completed. As we did not receive a follow-up from you, we were unable to proceed with the cancellation at that time.
Evidence of Use and Equipment: We subsequently reached out with technical evidence indicating that the service was used, specifically through the router provided and delivered to your address. While we didn’t receive a response, our system logs also showed that the router was later unplugged and replaced with third-party equipment, though the broadband line remained active.
Staff Conduct: We have carefully reviewed the interactions, including those with our representative, and are confident he maintained a professional and respectful tone throughout. We understand that your experience may have felt otherwise, and we sincerely regret any frustration caused.
Billing Clarification: Although no charges have been processed via your bank, invoices have been generated based on verified service activity as detected by our systems.
We respect your decision to move forward with another provider and fully support your right to choose the service that best suits your needs. At the same time, we must clarify that the service was active and in use, which has guided our actions and communication.
Should you wish to discuss the matter further or resolve any outstanding issues, we remain available and ready to assist.
Sincerely,
Faraz
Customer Service
Very quick service
Very quick service. The speed is 10/10
24. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Mr. McNamara,
Thank you very much for your kind words and for taking the time to share your feedback.
We are delighted to hear that you were pleased with the speed of our service and truly appreciate your 10/10 rating. Delivering prompt and efficient service is one of our top priorities, and it’s wonderful to know that we met your expectations.
Should you need any further assistance, please do not hesitate to reach out. We look forward to serving you again in the future.
Warm regards,
William
Customer Service
Recommend Open Infra
Shawn was fantastic help. Walked me through the process and made everything very clear. Highly recommend.
5. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Ludovic,
Thank you for your wonderful feedback! We are delighted to hear that Shawn was able to assist you effectively and make the process clear for you. It's great to know that you're satisfied with the service you received.
We truly appreciate your recommendation and are grateful for your trust in Open Infra. Should you need any further assistance in the future, please don't hesitate to reach out.
Best regards,
Faraz
Customer Support
Fantastic customer service
Fantastic customer service, easy switch and fast broadband. We are really happy customers.
5. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Ellen,
Thank you so much for your kind words! We are thrilled to hear that you had a positive experience with our customer service and that the switch was easy and your broadband is fast. Your satisfaction is our top priority, and we're delighted that you're happy with our service.
If you need any further assistance, please don’t hesitate to reach out. We truly appreciate your feedback!
Best regards,
William
Customer Support
Shockingly incompetent organisation
Shockingly incompetent organisation. Strung us along for 18 months that broadband would be installed only to finally admit that it couldn’t be done. Terrible customer support and dreadful communication. Avoid at all costs.
2. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Stuart,
Thank you for sharing your feedback, and I sincerely apologize for the experience you've had with us. We deeply regret that the process took much longer than expected and that our communication and support did not meet your expectations. This is certainly not the level of service we aim to provide, and I understand your frustration.
Please know that your feedback is taken seriously, and I will be looking into the matter to ensure improvements are made. If there is anything further I can assist you with, or if you'd like to discuss this further, please don’t hesitate to contact me directly.
Once again, I apologize for the inconvenience caused.
Best regards,
Faraz
Customer Support
New customer
OK the cable provided was faulty but Shawn Mingus at Open infra was brilliant.
16. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear David,
Thank you so much for your feedback! I'm really glad I could assist you despite the issue with the cable.
It means a lot to hear that you were happy with my help. If you need any further assistance in the future, don't hesitate to reach out!
Best regards,
Shawn
Open Infra
As I get older
As I get older, there seem ever more complex internet problems. I spoke to Shawn who patiently smoothed over everything when I didn't quite get it. Brilliant!
23. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Steve,
Thank you so much for your kind words! We're really glad to hear that Shawn was able to assist you patiently and effectively — we'll be sure to pass along your feedback to him.
We understand that technology can sometimes feel overwhelming, and it means a lot to us that you felt supported throughout the process. Don't hesitate to reach out anytime — we're always here to help!
Best regards,
William
Open Infra
Customer Service
Customer service
I am happy with their customer service. Shawn and William are both very helpful. Thank you.
23. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Kelly,
Thank you for taking the time to share your feedback with us. We truly appreciate your input and are pleased to hear about your experience. Your comments help us to continuously improve our services and ensure that we meet the high standards we strive for.
Should you have any further suggestions or require assistance in the future, please do not hesitate to reach out.
Warm regards,
Faraz
Customer Service
Besides it being down for nearly 24…
Besides it being down for nearly 24 hours, when they installed the fiber optic line in my yard, they damaged one of my irrigation control boxes in the ground! I reported this to them and I was told it would be repaired! That was a year and 4 months ago! What quality business operates in this manner? I would sure like to hear from the CEO of this company!!!!
15. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Jim,
Thank you for sharing your feedback, and we sincerely apologize for the inconvenience you’ve experienced. We fully understand your frustration regarding both the prolonged outage and the damage to your irrigation control box during the installation process. Please rest assured that this is not the level of service we aim to provide.
I deeply regret that the issue was not resolved in a timely manner and that we have failed to meet your expectations. I will personally escalate this matter to the relevant team to ensure that your irrigation control box is repaired as soon as possible.
We truly value your business and are committed to improving the quality of our service. Please feel free to reach out to me directly if you would like to discuss this matter further. We will make sure this is addressed with the attention it deserves.
Once again, I apologize for the inconvenience, and thank you for your patience.
Best regards,
Faraz
Customer Service Team
Arranged new fibre deal
Arranged new fibre deal - very easy to do via email, all clear and swift communication from Shawn. Ended up being cheaper deal than my existing (rubbish) connection with major TV network/broadband provider for non-fibre, so I’m getting significantly faster speeds for less. Also have neighbours on the same and nothing but positive reviews from them too, anecdotally
9. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Harry,
Thank you so much for your kind words – I really appreciate you taking the time to share your experience!
I'm glad to hear the switch went smoothly and that you're already seeing the benefits of a faster fibre connection (at a better price, too!). It’s great to know your neighbours are also happy with the service – that kind of local feedback means a lot to us.
If you ever need anything or have more questions down the line, don’t hesitate to reach out. We're always here to help.
All the best,
Shawn – Customer Support
Open Infra
From a customer service perspective
From a customer service perspective, the service has been excellent. Oualid took the time to work out challenges I was having with certain household items not connecting to the internet and helped me resolve them, where possible, with a trial and error approach.
8. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Andrew,
Thank you for your kind feedback. I am glad to hear that you are satisfied with the service I provided and that we were able to resolve the challenges you were experiencing with your household items. It was my pleasure to assist you, and I truly appreciate your patience during the process.
Should you encounter any further issues or need assistance in the future, please don’t hesitate to reach out. I am always here to help.
Thank you again for your trust, and I hope you continue to have a seamless experience with our services.
Best regards,
Oualid
Customer Service
Open Infra
Had openinfra round late 2023
Had openinfra round late 2023. Informed service would go live in 2024. Thought Excellent as will be out of contract by then.
Had internal box installed and external cabling. Ran into an issue where the external cable could not be pushed through a blocked underground pipe. So this was rolled up and left in front garden with a promise that someone would be out to clear the blockage and push the cable through.
2024 came and as no news was heard on when the service would go live. I gave them a call. Was promised first quarter of the year.
This didn't happen then was told second half of the year. Again this didn't happen and was told the last quarter of the year. To then be told the works would be started in December. Even though I knew there was no chance of that happening.
January 2025 informed after I had to call them again due to no information being provided by them. That the works would be in the firat quarter. This has been and gone and after yet another phone call I was told that the build will start in March with a go live date of April the 17. Due to no work being conducted in my area I then rang them today and they have said that the work has again been put on hold with no date if when this would start.
I have now informed them I will be cancelling the contract as they informed me I could in a previous email. Due to them not being able to provide the service as stated in the contract within a reasonable time scale.
Company lies when contacted. No information on when the service with start to be built let alone when it will go live.
No communication from them unless you call then.
Avoid at all costs
4. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Customer,
Thank you for your feedback, and we sincerely apologize for the frustration and inconvenience caused. We understand your disappointment with the delays, and we truly regret that we were unable to meet the expected timelines.
The delays you have experienced are primarily due to external factors beyond our control, such as the need to obtain permits and clearances from local authorities and other necessary regulatory approvals. These processes can sometimes take longer than anticipated, which unfortunately has affected our ability to deliver the service as originally scheduled.
We deeply regret the lack of communication, and we acknowledge that we could have done better in keeping you informed throughout this process. We understand how important it is to provide clear and timely updates, and we will be reviewing our communication processes to prevent such issues in the future.
We appreciate your patience and understanding, and we are genuinely sorry for any inconvenience this situation has caused. If you wish to discuss your cancellation further, please do not hesitate to contact us.
Once again, please accept our apologies for the inconvenience, and we hope to have the opportunity to resolve this to your satisfaction.
Sincerely,
Shawn
Customer Service
Open Infra
A fantastic experience from start to…
A fantastic experience from start to finish. From the chaps excavating the pavements, to installation of boxes both external and internal to Oualid Aberkan from Customer Service I have had polite charming supportive assistance.
27. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Mo,
Thank you for your kind words and for taking the time to share your experience. I am delighted to hear that you had a fantastic experience from start to finish.
It is truly rewarding to know that our team, from excavation to installation, provided you with polite and supportive assistance. Ensuring a smooth and positive experience for our customers is always our top priority.
Should you require any further assistance in the future, please do not hesitate to reach out.
Best regards,
Oualid
Customer Service
These people are scammers
These people are scammers. They sign you up good and quick, then install cables and hardware to your house and then, when they tell you the service switch on is delayed with no date for when this will change, they want £130 to uninstall it all.
JOKERS. AVOID AVOID AVOID.
5. maaliskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear James,
Thank you for sharing your concerns. We sincerely apologize for any inconvenience you have experienced.
We take all customer feedback very seriously, and we are committed to resolving any issues promptly. I would like to understand more about your situation so we can investigate further and ensure that any misunderstandings are cleared up. We do not want any of our customers to feel dissatisfied with our services.
Please provide any relevant details regarding your case, such as your account information, and we will look into this matter immediately. We are here to assist you and work towards a resolution.
Thank you for your patience, and we look forward to hearing from you soon.
Kind regards,
Oualid
Customer Service Team
First Class Service…
Open infra is an amazing caring company, the 2 guys in the office I spoke to Oualid & Faraz are absolutely dynamic & caring. Told them that my internet is not working, the next morning Bruno the field engineer who is very clued up & hands on, was here diagnosed the problem & got it sorted in no time at all. This is what I call customer service at its best. Thank you so much for a first class service.
21. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Joseph,
Thank you ever so much for taking the time to share your positive experience with us. We are truly delighted to hear that you were pleased with the service provided.
At Open Infra, we take great pride in delivering exceptional customer care, and it is incredibly rewarding to know that Oualid, Faraz, and Bruno met your expectations. We are fortunate to have such dedicated and dynamic team members who are committed to ensuring that our customers receive prompt and efficient assistance.
Your kind words serve as wonderful encouragement for our entire team, and we will be sure to pass on your appreciation to Oualid, Faraz, and Bruno for their outstanding support.
Should you require any further assistance in the future, please do not hesitate to get in touch. We look forward to continuing to provide you with first-class service.
Kind regards,
Shawn
Customer Service
Very patchy service
Very patchy service. They and they UK partner Optyx Broadband can’t work out where service delineation is. Neither company runs an accurate or complete service status page. Support emails go unanswered for weeks
23. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Grahame,
We sincerely apologise for the disruptions you have experienced with our network services. We fully understand how frustrating this situation must be, and we regret any inconvenience it has caused.
Our technical teams are working tirelessly to resolve the issue as swiftly as possible. Unfortunately, this unforeseen problem has also led to a significant increase in customer service enquiries. As a result, our support team is handling an unusually high volume of cases and working diligently to respond to all queries, including yours. We deeply regret any delays in our communication and understand the importance of timely updates.
Please be assured that such occurrences are exceedingly rare within our operations. We are thoroughly investigating the root cause to ensure that similar disruptions do not happen again. We also acknowledge that this is not the level of service we wish to be known for, and we are committed to restoring your confidence in us.
Thank you for your patience and understanding during this time. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
Kind regards,
Faraz
Customer Service
Help needed urgently
We were away for a few weeks, and on our return we discover that we cannot get access to internet. What is happening in Sussex Way area? Cockfosters. We need this connection URGENTLY so whom can we contact?
21. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear Dina,
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience you have experienced with your internet connection—we fully understand how crucial this service is, especially in urgent situations.
We would, of course, like to assist you in resolving this matter as soon as possible. To that end, we have sent a request via Trustpilot, which we kindly ask you to respond to with your contact details. Once we receive your information, we will be able to reach out to you directly and provide the necessary assistance.
Please do not hesitate to let us know if there is anything further we can do for you in the meantime. We look forward to resolving this issue for you.
Kind regards,
Oualid
Customer Service
Don’t trust them to provide a service even if it breaches their contract
Never provided actual internet connection and as I’ve come to the end of my current contract and now cancelled my current provider, I now have no internet. They won’t provide the line from the road as it’ll cost them too much money to dig it, and so the customer services just continually lie to me telling me it’s going to be done but just fobbing me off. I’d rather they just say we’re not going to do it. They’ve had over a year to get it sorted while I waited for my virgin media broadband to finish. Just avoid them.
Update - they emailed me as they were ‘reviewing ongoing projects’, asking if I still wanted the fibre service. I said yes, and they finally scheduled engineers to clear the blockages, but no one turned up. The next day I got an email saying:
“After further investigation, it seems that there are no ducts leading to the property, which unfortunately means that we will be unable to provide fibre connectivity to your property”.
How convenient.
Strange that all the engineers I’ve had come here, through all the stages of installation, not one of them had mentioned this…
Perhaps I’m just a joke to them.
What a waste of my time.
15. helmikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä Open Infra UK
Dear David,
We're truly sorry to hear about your experience. We understand how frustrating this situation must be, and we sincerely regret any miscommunication or inconvenience caused. Transparency and reliable service are extremely important to us, and we take your feedback seriously.
If you'd be open to it, we'd like to review your case further to understand what has happened and see if there's anything we can do to assist. Please reach out to our customer service team directly, and we’ll do our best to provide clarity and support.
Best regards,
Shawn
Customer Service
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