, , , GB
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!!!!
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
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.
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
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.
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.
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.
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
I should have read the reviews regarding this internet provider, all sounded very promising when they knocked your door and bombarded you with all the technology and speed process. Well all I can say started off ok very fast, but then it started to play up, sometimes there is no internet, you can't contact anyone. Nine times out of ten I'm connected to my neighbours internet, I then have to go into settings and find my connection and re-connect, why is this happening ? I'm seriously thinking of cancelling this service and look for another, or better still should have stayed with Virgin. Majority of the neighbours who have signed up are still keeping their old providers,as they are also having the same issues, think before you take up with this provider.
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?
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.
This ISP is an absolute joke!! I’ve just taken my frustration out on Opytx Broadband but it’s Open Infra that are the F idiots the network infrastructure is small, yet their incompetence at providing a stable network is beyond comprehension
The worst internet provider ever. Our whole road signed up to this rubbish and the internet goes down every 48 hours for hours. There's no phone number, no proper support and the whole process is completely frustrating. Whoever heard on an internet provider without live support? I had to wait 2 hours for response where they said it should be working and guess what, it wasn’t. DO NOT SIGN UP TO THIS AWFUL INTERNET PROVIDER UNLESS YOU WANT YOUR BLOOD TO BOIL EVERY OTHER DAY Just to update and respond to Faraz below. It is now 26 hours since I submitted another email and still no reply. How can an internet provider justify that? As for having a high number of support requests, it’s obvious why. You don’t deliver any service. Buyers beware!
Hugely regret moving away from one of the more well known providers. Open Infra have been completely unreliable and the customer service is shocking.
Unacceptable connection. Working from home we rely on consistent and reliable network connection but only 3.5 weeks in I have disruption almost twice a week. Customer service is not contactable and they push for us to contact service provider whoever that is. I cannot believe the level on connection you have given, versus what you have promised. Total shambles! We want to get out of the contract but there is no support there
Open Infra installed their stuff in our property. Thereafter multiple problems - downtime, no responses to communications, glitchy system - internet's not working, emails are not working, you tube is not working. We switched back to sky just to continue as we work from home, and our livelihood depends on a stable connection, Our communications were ignored for two months. Finally we told them we are cancelling the direct debit. They respond that we can't cancel for free - when we have reported problems and indicated the system is not working, and we don't want to switch. No communication during the cooling off period - they respond only after the cooling off period so that you can be coerced into believing you owe them something and that you are in breach of contract. However, the truth is they sold us something that doesn't exist - then they didn't bring it to fruition, and now want to argue with us about whether we are allowed to cancel a service that was never provided in the first place Stay away. UK will all be fibre optic by 2026 anyway.
I think the more recent reviews echo my similar frustration, but clear to see the engineers working hard to resolve the issue (in my street today). I appreciate you are still fairly new to the UK and until recently I have experienced well priced and very reliable connection, BUT.... as this unfortunate outage has proved that better communication and clearer updates required. Faraz was very helpful, but ISP Optyx and Open Infra need to manage expectations better.
The worst internet service ever. Unstable and today is down for almost 10h. I am going back to my old provider.
Updated on 05/02/25 It is been 8 days without internet service. Everyday we contact them and it is always the same answer. "Our engineers are working to resolve as soon as possible". But they do not provide any estimated time and seems that they really dont care about this. In the meantime I am spending more in my mobile as I need to use mobile data, bought a second SIM from another provider because the signal in my area is not so good. --------------------------------------- We are without internet for 3 days so far... they informed that would be fixed yesterday and it is still not working... Today company informed that they are still working and there is no estimate time to fix... It is incredible that they take more than 3 days to solve an issue that is impacting a whole region.
Avoid. Although the Internet is pretty good Installation can take up to a year. Also if there are any issues customer service is none existent. Possibly the worst of any company I have ever come across
