Open Fibre Omdömen 

I'd like to give this review 0 stars if it was possible. I called to ask why they wanted to make a claim on a payment a month after I'd moved to another provider. After trying to contact them for 3 days I sent an email requesting them to call me. Co incidentally they called me regarding a sales promotion. I asked the caller to look into why they was charging me a month after I'd left them. He told me I'd only made 7 payments since April and there should have been 8. I asked him to quote me the month that was missing and he he told me to look at my bank statements and call back to make a payment when I'd identified which month I'd missed. I asked him to stay with me while I checked the payments on my banking app. He refused and said he was ending the cal and I had to call back. I've checked the payments and I've made 8 payments and now struggling to contact them again. Extremely rude and unprepared to listen to a customer.

I’ve been with open fibre for 22 months now. Contract almost up.

It hasn’t been the worst provider, but it’s been a close second.

In the first year my 1gb internet would regularly go offline, routing problems upstream. Not for long, usually minutes and then restore
Itself I gathered lots of evidence where the issue was, narrowing down to.a specific hop on the network. When I opened a case I had the “well you’ll be charged if we send you an engineer and we find an issue at your house”. I didn’t need an engineer at my house. The issue was upstream. No one really cared to read all of the technical notes over which would have probably identified the culprit. Earlier this year a piece of equipment failed causing extended downtime over days on the ms3 network. No communication from home telecom or open fibre. One your competitors have a brilliant web based tool called instatus that can provide updates on real time on the ms3 network so at least I wasn’t completely blind. Why don’t you? Did we get compensated? Maybe a sorry? No.

The next issue. About half way in the service the internet goes off. Due to lack of service. I ring up and get told it’s now Home Telecom. Seems an error when they imported my address to their system they replaced my house number with a # and no name. And direct debt wasn’t set up either. Bills for my property were going no where. Or at least not where they should have. Speaking to home telecom, while the people on call enter were helpful enough. They took numerous calls to remediate not only the address issue but the internet connection too.

Speeds, I’m not a typical consumer and I do have enterprise equipment at my home, keeping logs, monitoring and tests etc. my down stream has never gone over 800mbps and usually around 750mbps. These tests are done daily at 5am when traffic on the network is probably lower. Upstream 950 mbps.

Finally, I have an email here from the sales man, “no price rises ever”. That turned to dust after the 12 month mark. When it went up £4 a month.

So sadly not the best experience. And I’m close for renewal. I’m really fortunate now to have a pick of the bunch with 3 fttp providers.

Edit 2

The people I spoke to have been wonderful!

Turns our the issue in my original post was ms3 engineers being the only problem but after a complaint everything was put on still in time nothing pushed back.

Day 1 with the Internet has been perfect!

Cancelled after two or so years. Chose these due to the price but you get what you pay for. Buy cheap buy twice.

Customer service is very difficult as it is ran by Home Telecom.

Moved house and signed a new contract. Now they can’t provide me with fiber not until March.. I was on phone with them for numerous times and told different things all the time. Then had to cancel the new contract and got billed cancellation fee for the OLD contract.. what a farce.

Never been with them yet they are chasing me for payment through a third party. Love to know how they got my details. I've been with Kcom over 20 years

Writing a second review since it has been well over a month since we have been having problems and still not resolved. Got as far as they will send an engineer from MS3 which never turned up and sent a email with the following “They attended yesterday but were turned away by the "customer’s daughter", who informed them that the account holder was on holiday.” Well she doesn’t live here so not even possible! This is getting ridiculous now, happy to take your money but not give you a decent internet service. Will also be writing a review with MS3.

Don't bother using this company, customer service is non-exsistent! They're all great whilst getting you installed but the minute you have a problem they're not interested! My Internet got disconnected on Friday morning, DD issue, I rang up Friday afternoon paid my fee & asked for it reinstalled she said because it was 5pm (they close at 5.30pm) I couldn't have it reconnected and to ring back in the morning. I called back as soon as they opened at 9am on Saturday morning, spoke to a girl who told me my Internet would be back on within a couple hours.. fast forward to 12pm still no Internet, rang back and waited on hold for 45 minutes.. a guy answered I explained still no Internet and that I was conscious they closed at 1pm and didn't reopen until Monday, he said he would chase it up can he put me onto hold for a minute and I agreed.. with that the phone cut off so he had clearly hung up! Didn't try to call me back, as he had my account up with my number so could have easily done this, I tried to ring back but it was 12.50pm and I was straight into hold again until they closed at 1pm! So we are now without Internet until I can call after work on Monday evening when I'm sure I'll be fobbed off again!!! Absolutely livid. Will be changing providers as soon as I'm able!

My router stopped working, rang Open Fibre, and they they brought out a temporary router, until my new router arrived. Jack was very helpful and friendly, will definitely be staying with them.

The installation process was quick and hassle-free. Customer service answered all my questions patiently, and the technical support team is highly knowledgeable. I haven't experienced any downtime, and the speed is even better than promised. Open Fibre exceeded all my expectations.

We have had some issues with the engineers from MS3 getting connected, but I have to say hats off to Open Fibre, they kept us informed and kept at MS3 until the install was completed to my satisfaction, now we have a faster connection than before and we're saving over 50%

Worst internet service I have ever had, so im one of them people that pay £40 a month roughly for 900mbps, I was happy with 800+ at all times until suddenly they dropped to 400, which is half of what it should be, then guess what? 90mbps all the time, nothing loads, and then magic! No internet for a week, called them they said check this, check that. Rang again they said lets get you an engineer for this friday, we will send you an email, no email about an engineer but they did send one about a router replacement which will cost me £30.

Lost the internet whilst working from home a week ago. We’re Told an engineer will come out, didn’t show up after waiting in all day, no response to the question which of the 3 designated days will they be coming. Can’t get through on the phone and they won’t reply to emails. Customer service is non existent. Do not recommend. Genuinely don’t know where to go from here and I am supposed to work from home. Yes I am a customer edit- given email address on here to contact jack.. undeliverable!

Terrible service, won't pick up the phone. Internet has been down for several days.

Absolutely awful service and customer care.
We have had a lack of WiFi and phone signal since the 5th August (3 weeks) it went off at 3pm each day between 5th-9th August and has been off completely since then.
We have contacted Open fibre numerous times via phone and email and have done everything they have asked but to no avail... we were told we would get a new router delivered within 48 hours 2 weeks ago, didn't happen... we were told an engineer would be contacted to come and sort, also didn't happen!
My partner was on hold with them this morning for 2hrs and they just said they'd ring me back, which yes you've guessed it... never happened!
Really don't know where to go from here as it is completely unacceptable that they have made no attempt to resolve the situation in 3 weeks other than telling us to check the wiring, turn everything off and on again, and do a reset... all of which I have done multiple times each time we eventually manage to get through to them.
If you want awful customer service and no Internet connection these are the guys for you...

Ps. Before I get a response that you have checked your records and tell me I am not a customer... I will preempt you and tell you that I most definitely am a customer and the account is held in my wife Katy's name but she is so despondent about having to work remotely elsewhere due to the lack of Internet I have written the review myself.

I went with this company as it was a cheaper alternative and seemed a viable option, also because the sales man sold it well. Luke was amazing when he came out to fit the router and did his job well, my problem lies with the fact they sold my contract to home telecom without my knowledge, I am now tied into a contract with a company I had no knowledge off and are rubbish. And miss your direct debits then try and git you with a huge bill. I am aware I'm not the only one who's contract has been sold on to home telecom. Absolute joke. Quick way to make a profit though.

Engineer never even turned up.
Called and was just fobbed off to a time they were closed.
Work from home and now losing a day's pay... thanks..

Luke at Open Fibre really pulled all the stops out to help get fibre into our new property after unforeseen complications. He kept us in the loop all the way through until final completion

My router went down on the 18/0724 so I tried to get hold of tech support, which appeared impossible as I was on hold for an hour, so I instead went to the Hessle office to try and get sorted, Ali ordered me an upgraded router which was delivered today, 19/07! My fuddled old brain was struggling with installing it but one call to Ben at the Hessle office had me sorted within minutes.

5 star service from the guys at the Hessle office.

BEWARE OF FAKE "GOOD" REVIEWS FOR OPEN FIBRE!! There are multiple reviews on this platform which I have been told by someone inside Open Fibre are fake reviews to try and keep their score up. The company is a joke and service is terrible, you wonder why the price is so low... Sign up and you will soon realise what a circus this company really is!

AVOID PAYING LESS AND SIGN UP WITH SOMEONE WHO PUTS THEIR CUSTOMERS FIRST!

Our Internet has been down for nearly 24 hours, when you ring up, gets re-directed to another company called "Home Telecom" who subsequently don't answer @ all after waiting 25 minutes, voice message says "Please stay on the line and we'll put you through to the next available operator", which also doesn't happen. Worst customer service EVER! Don't start a contract with these, avoid @ all costs, go somewhere else. Load of rubbish🗑.