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... Leggi di più
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Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
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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... Leggi di più
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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... Leggi di più
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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... Leggi di più
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Scritti dall'azienda
Open Infra builds, manages and develops fibre infrastructure for households, businesses & municipalities in Sweden, Germany, USA, Norway & United Kingdom.
Informazioni di contatto
3,0
Nella media
260 recensioni
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Absolutely useless
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
15 febbraio 2025
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Risposta di Open Infra UK
Dear Alan,
We're truly sorry to hear about your frustration. We understand how important a stable network connection is, and we regret any inconvenience you've experienced. While we strive to provide the best possible service, we recognize that issues can arise, especially when they involve third-party infrastructure providers.
If you're still experiencing connectivity problems, we’d love the opportunity to assist you. Please reach out to our support team so we can investigate further and work towards a resolution.
Best regards,
Oualid
Customer Service
The worst internet provider ever
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!
12 febbraio 2025
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Risposta di Open Infra UK
Dear Customer,
I’m really sorry for the frustration you’ve experienced. We understand how important a stable internet connection is, and I completely get how disappointing this situation must be for you.
At the moment, we are experiencing a high volume of support requests, and while we’re doing our very best to assist all our customers as quickly as possible, response times may be longer than usual. Please know that we are actively working to resolve these issues and improve our service.
We truly appreciate your patience, and we’re here to help. If you’re still experiencing problems, please reach out, and we’ll do our best to assist you as soon as possible.
Best regards,
Faraz
Customer Support
Unreliable
Hugely regret moving away from one of the more well known providers. Open Infra have been completely unreliable and the customer service is shocking.
8 febbraio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Chris,
We are truly sorry to hear that your experience has not met expectations. Reliability and quality customer service are our priorities, and we regret any inconvenience you have faced.
We appreciate your feedback and take it seriously as we continuously work to improve our services. Our goal is to provide a stable and dependable connection, and we apologize if we have fallen short in this instance.
Thank you for sharing your experience.
Best regards,
Faraz
Customer Service
Unacceptable connection- RUN
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
6 febbraio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Customer,
We sincerely regret to hear about your experience. A stable and reliable connection is essential, especially when working from home, and we understand how frustrating repeated disruptions can be.
We acknowledge your concerns regarding customer support and are continuously working to improve our response times and overall service quality. We apologize for any inconvenience you have faced and appreciate your feedback, as it helps us identify areas where we need to do better.
If there are ongoing technical issues, we recommend reaching out to your service provider for troubleshooting, but we will also take this feedback seriously to enhance our processes.
Best regards,
Oualid
Customer Service
Don't fall for it
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.
6 febbraio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Leyla,
We sincerely regret that you have had this experience. A stable and reliable service is essential, and we understand the frustration caused by the issues you described. This is certainly not the standard we strive for.
We have been experiencing a high volume of inquiries, and we are doing our best to respond to all our customers as quickly as possible. We are also reviewing our procedures to ensure better communication and faster problem resolution in the future. Your feedback helps us improve our services and prevent similar situations for other customers.
Thank you for sharing your experience.
Best regards,
Shawn
Customer Service
Can do better, have done well before. Back online!
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.
3 febbraio 2025
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Risposta di Open Infra UK
Dear Nicky,
Thank you for sharing your feedback with us. We truly appreciate your understanding and patience as our engineers work to resolve the issue in your area. We recognize that recent service disruptions have been frustrating, and we apologize for the inconvenience this has caused.
We take your comments to heart, especially regarding the need for clearer communication and better management of expectations. We understand how important it is to keep you informed during such outages, and we will work to improve in this area moving forward.
We are pleased to hear that Faraz was helpful, and we will make sure your feedback reaches the right teams to ensure we continue to improve. We remain committed to providing you with the reliable service you've experienced in the past, and we hope to regain your trust.
Thank you again for your patience, and we are here if you need further assistance.
Best regards,
Ilshat
Customer Support
The worst internet service ever
The worst internet service ever. Unstable and today is down for almost 10h. I am going back to my old provider.
3 febbraio 2025
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Risposta di Open Infra UK
Dear Marilena,
We are truly sorry to hear about your experience and we sincerely apologize for the inconvenience you have faced with our service. We completely understand how frustrating it must be to deal with an unstable connection, especially with such long downtime.
Please rest assured that our team is working hard to address these issues, as we take matters like this very seriously. We truly value your feedback and will look into the cause of the disruptions to ensure they are resolved.
We deeply regret that your experience has led you to feel this way, and we would love the opportunity to make things right. If you’re open to discussing further, our customer support team is here to assist you in any way we can.
Thank you for sharing your concerns, and again, we apologize for the inconvenience.
Best regards,
Oualid
Customer Support
good until you need their assistance
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.
31 gennaio 2025
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Risposta di Open Infra UK
Dear Rafael,
We sincerely apologize for the ongoing service disruption that has lasted for three days. We completely understand how frustrating and inconvenient this situation is for you and everyone affected.
Our technicians are working diligently to resolve the issue as quickly as possible. While we had hoped to have it fixed by yesterday, unforeseen complications have unfortunately delayed the process. At this moment, we are doing everything we can to restore the service, but we do not yet have a precise estimate for completion.
We deeply regret the delay and the impact it has had on you. Please know that we are treating this issue with the highest priority, and we truly appreciate your patience and understanding during this time.
If there is anything else we can assist you with in the meantime, please do not hesitate to reach out.
Best regards,
Shawn
Customer Support
Avoid.
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
31 gennaio 2025
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Risposta di Open Infra UK
Dear Diane,
We are truly sorry to hear about your experience. While we’re glad to know you’ve found the internet service itself to be good, we deeply regret any frustration caused by the installation process and customer support.
At the moment, our customer service team is experiencing a high volume of inquiries, which has unfortunately impacted response times. Please know that we are working tirelessly to assist all our customers as quickly as possible.
We understand that long installation times and difficulties in reaching support are unacceptable, and we are continuously working to improve both our service delivery and response times. Your feedback is invaluable, and we take it seriously as we strive to enhance our customer experience.
If you are currently facing any issues, please let us know, and we will do our best to assist you as soon as possible.
Once again, we sincerely apologize for any inconvenience and appreciate your patience.
Best regards,
Oualid
Customer service
Internet has been down 3 days and they're clearly not in a rush to fix
Internet has been down 3 days now in my area. First day, they said they'll work through the night if they have to. No updates until next morning when they claim they couldn't work because of adverse weather conditions. I'm sure it will shock no one when I say there were no adverse weather conditions in my area that nigh, just cold. Then they said will be fixed by 6pm, then by 8pm, and then once again no updates after 5pm because they clearly just stop working then. Today, day 3, they say no estimate for works completion and no updates since the morning. Absolutely abhorrent, especially with so many people including myself working from home!
29 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Ophir,
We sincerely apologize for the ongoing service disruption and completely understand your frustration, especially given the importance of a stable internet connection when working from home.
Our technicians have been working hard to resolve the issue, but unfortunately, unforeseen challenges have delayed the repair process. We truly regret any miscommunication regarding the estimated resolution times and understand how this has added to your frustration. While we strive to provide accurate updates, the complexity of certain technical issues means timelines can sometimes change unexpectedly.
We assure you that restoring service remains our highest priority, and our teams are doing everything possible to complete the necessary work as soon as possible. We acknowledge that our communication could have been better, and we are taking steps to improve real-time updates to keep our customers informed.
Once again, we sincerely apologize for the inconvenience and appreciate your patience during this difficult situation. If there is anything else we can do to assist you in the meantime, please let us know.
Best regards,
Faraz
Customer service
MOST UNPROFESSIONAL PEOPLE
MOST UNPROFESSIONAL PEOPLE
Pathetic service. Broadband has been unstable for days. Trying to contact customer support but no answer.
Sent so many emails but no reply.
Don’t think they have any proper support infrastructure at leat in the UK.
Thank God I am put of contract so will start exploring my options.
29 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Customer,
We sincerely regret the experience you have had. We are currently experiencing a service disruption, which has resulted in a high volume of inquiries to our customer support, leading to longer response times than usual. Our technicians are working diligently to resolve the issue as quickly as possible.
We understand that this situation is frustrating, and we truly appreciate your patience.
Once again, we sincerely apologize for the inconvenience and are doing our utmost to restore the service and provide you with the support you deserve.
Best regards,
Shawn
Customer service
One of the worst ISPs I’ve ever dealt…
One of the worst ISPs I’ve ever dealt with. The internet has been down in the Barnet area for over 24 hours, and they have yet to fix it. There has been no clear communication or timeline for resolution, making this an incredibly frustrating experience. If you rely on a stable internet connection for work or daily life, avoid this provider at all costs. Thanks to their poor service, I now have to travel into London and rearrange my schedule, including school drop-offs and pickups. The old ADSL connections were more reliable than this.
29 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Customer,
We sincerely apologize for the inconvenience and frustration this has caused you. We completely understand how important a stable internet connection is, especially for work and daily responsibilities. Our technicians have been working tirelessly to resolve the issue and even worked late into last night to find a solution. Unfortunately, due to unforeseen weather conditions, the repairs have taken longer than we had hoped.
Please rest assured that our team is doing everything possible to restore the service as soon as possible. We truly regret the impact this has had on your schedule and appreciate your patience while we work to fix it. Thank you for your feedback—we take it seriously and are committed to improving our service.
Best regards,
Shawn
Customer service
Nothing but problems
In the beginning it was great - for about 6 weeks. Good, strong signal and fast speeds. For several months, I have had continuous drop outs. 40 drop outs a day is fairly common. Not ideal when you are on work calls. I was over sold because they are under delivering. This is not what I signed up for. Wish I had never switched. All their promises are empty
3/2/24 - Open Infra contacted me last Thursday to discuss remedy. I was just leaving for an appointment and they confirmed that they would call me the following day at 11am. Surprise, surprise - no call - it's been 5 days.
1 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Niky,
I’m truly sorry to hear about the issues you’ve been experiencing, and I completely understand your frustration. It’s certainly not the service we strive to provide, especially after a good start.
We’d really like to get in touch with you to troubleshoot and resolve the problem so our technicians can address the ongoing dropouts. To help us do that, we will be sending a request through Trustpilot to obtain your contact details so that we can reach out and assist you further.
Once again, I apologize for the inconvenience this has caused, and we are committed to fixing this as quickly as possible. Thank you for your understanding, and we look forward to resolving this for you.
Kind regards,
Ilshat, Customer Service
Just seen the ‘No Joy’ review below
Just seen the ‘No Joy’ review below. SNAP. Exactly the same position as you! Plus the engine beers that installed it assured me all was working fine before they left. lies. It’s not connected. I spoke to both Faraz and Ishat however no one has helped me to date. Except when I said I wanted out because they’ve drilled holes & I’ve given them ample opportunity to get it working Faraz replied ‘under the contract we have up 12 months to fit it’! Think twice ….everyone in my area is sorry they have Open Infra the chance. Wish I had listened to them rather than the continuous sales calls & empty promises
22 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Shelley,
Thank you for sharing your feedback. We are truly sorry to hear about the challenges you’ve faced and the frustration this has caused.
As I promised you on Friday evening during our conversation, I will make sure to contact you today as soon as I have all the information I need so we can work together to resolve your case.
We deeply regret that your installation experience has not been satisfactory and for the inconvenience this has caused. Our goal is always to provide a seamless process, and it’s clear we have fallen short in this instance.
We appreciate your patience, and we are committed to resolving this for you as quickly as possible. Thank you for giving us the opportunity to make things right.
Kind regards,
Faraz
Customer Service
They have not installed
They have not installed, don't feel they will as they have installed elsewhere in the area, perhaps there's too much work to do it where I live.
20 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Lavina,
Thank you for reaching out to us regarding the installation issue. Please accept our sincerest apologies for the delay and any inconvenience this has caused.
We understand your concerns, especially given that installations have been completed in other areas nearby. We assure you that your location has not been overlooked, and we are actively working to ensure that all pending installations are addressed as quickly as possible.
Occasionally, certain locations may present additional challenges, which can require more time to complete. However, we remain committed to providing the service you expect and deserve.
We truly appreciate your patience and understanding while we work to resolve this matter. Should you have any further concerns or require additional information, please do not hesitate to contact us directly.
Once again, we deeply regret the delay and thank you for bringing this to our attention.
Sincerely,
Ilshat
Customer service
Awful
Awful. Our internet was due to run from Friday 3rd January and we’re still not connected. The office hours are said to be 8.00am to 5.00pm Monday to Friday but their phone was not answered all day today. You are invited to email but only receive an automated reply.
The company knows my situation but no one has contacted me!
6 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Jennifer,
Thank you for sharing your feedback with us. We’re truly sorry for the frustration and inconvenience this has caused you.
Our offices were closed for the holiday season, and our voicemail system provided information regarding this when calls were made. However, we completely understand how important it is to have your internet up and running, and we deeply regret any difficulties this may have created for you.
We assure you that we are taking this matter seriously. We will be contacting you as soon as possible to address your situation and provide the assistance you need to get connected without further delay.
We truly appreciate your understanding as we work to resolve this matter for you.
Best regards,
Faraz
Customer Service
Non-existent customer service
Really poor. When their internet works, it's fast but there's absolutely no way of getting hold of anyone when you need help. The phone line cuts out with no connection and no one replies to emails. We may be forced to leave them as we've tried to get hold of someone for nearly a month and no one ever replies. Writing on here as one last hope that someone will bother to respond to me
6 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Daniel,
Thank you for reaching out and sharing your feedback.
We sincerely apologize for any inconvenience you’ve experienced. Our offices have been closed during the holiday season, and our voicemail system has provided information about our holiday schedule for callers during this period.
Additionally, we noticed that your recent email was sent as a reply to a previously closed email thread. Unfortunately, when a case is closed, the thread is no longer monitored, and we were unable to receive your message. This is also explained in the automatic notification sent when a case is closed.
For any new concerns or issues, we kindly ask that you initiate a new case by sending a separate email rather than replying to a closed thread. This ensures that we receive your message promptly and can address your issue without delay.
Rest assured, we will be contacting you shortly to assist with the matter at hand and ensure it is resolved to your satisfaction.
Thank you for your understanding, and we appreciate your patience.
Best regards,
Ilshat
Customer Service
No joy
After being bombarded with loads of knocks on a door by sales people we decided to give it a go. A box was installed, a wall damaged and 6 month later still no internet and no communication.
3 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Customer,
We are truly sorry for the frustration and inconvenience you’ve experienced. We understand how upsetting it must be to face damage to your property and, even more so, to have no internet service after such a long wait. This is certainly not the experience we aim to provide.
We have sent a request via Trustpilot to gather your contact details so we can reach out directly and resolve this matter as soon as possible. Please rest assured that we are fully committed to addressing your concerns and finding a solution that meets your expectations.
We truly appreciate your patience and understanding, and we hope to have the opportunity to make things right for you.
Warm regards,
Faraz
Customer support
I signed an installation contract with Open Infra, but no longer want the service, am I screwed?
A couple of months ago, I signed an installation contract without thoroughly reviewing the details of any service agreement; I only discussed it verbally with a salesperson who only mentioned installation. I haven’t received any services from them, nor is any installation connected to my house. Despite this, I am receiving bills and outstanding invoices. I am being asked to pay cancellation fees if I don’t proceed with their service. I am still using Sky.
I’m concerned that they are forcing me into using their services, even though I don't want to at this time.
I'm just wondering how screwed I am and what options I have?
2 gennaio 2025
Non scritta su invito
Risposta di Open Infra UK
Dear Biraja,
Thank you for sharing your concerns with us.
We understand that navigating contracts and agreements can sometimes be overwhelming, and we regret to hear about your frustration.
When signing an agreement, it is indeed crucial to thoroughly review the terms and conditions to ensure clarity on what is being agreed upon.
This ensures all parties are fully aware of their commitments, which is particularly important when entering into service contracts.
In your case, we’ve made every effort to assist you by offering flexibility to accommodate your current situation. Specifically, we’ve provided you with the opportunity to postpone the start date of our service to align with the termination of your existing agreement with Sky.
This was offered to help minimize any inconvenience or overlap in service obligations.
We aim to provide clear communication and support to all our customers, and we’re here to work with you further if you need additional clarification or assistance.
Please feel free to reach out so we can discuss your options and find the best way forward.
Thank you for your understanding, and we hope to resolve this matter in a way that works for everyone involved.
Kind regards,
Faraz
Customer Support
I had a problem setting up my new…
I had a problem setting up my new router. Faraz kindly rang and helped me- very promptly I may add. He was helpful and friendly. All the employees I have dealt with through this company have been helpful. I would definitely recommend them.
20 dicembre 2024
Non scritta su invito
Risposta di Open Infra UK
Dear Anita Titus,
Thank you so much for your kind review! We're thrilled to hear that Faraz was able to assist you promptly and that he provided helpful and friendly support while setting up your new router.
It’s always wonderful to know that our team has made a positive impression. Your recommendation means a lot to us, and we truly appreciate you taking the time to share your experience.
If you ever need further assistance, please don’t hesitate to reach out. We’re always here to help!
Kind regards,
Ilshat
Customer Support
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