I had decided to change to Open Infra that is now available in my road but although the equipment had arrived I had been unsuccessful in downloading the app and connecting . After having problems with... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Excellent service. Promptly answer your phone calls and respond to emails and sort out your queries. Closed the account without any drama or penalty when we moved out of the area.
Företaget har svarat
If you ever need to contact customer services you will be very disappointed. The phone numbers provided just go to an answering machine saying they are not available and to send your enquiry by email... Se mer
Företaget har svarat
Horrific. Avoid. 18 months of broken internet. Only broken promises. Missed KPIs poor customer service. Ruined our WFH complaints ignored. Switch back to sky. They have the audacity to try and in... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
Open Infra builds, manages and develops fibre infrastructure for households, businesses & municipalities in Sweden, Germany, USA, Norway & United Kingdom.
Kontaktuppgifter
Storbritannien
- 0808 175 0904
- info.uk@openinfra.com
- uk.openinfra.com
3,4
Medel
255 omdömen
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
My experience with Open Infra UK has been excellent!
My experience with Open Infra UK has been excellent throughout the process of changing our provider, In particular the customer support provided was prompt, patient and friendly. I would highly recommend their service to anyone.
20 augusti 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Caroline,
Thank you so much for your kind words!
I’m really glad to hear that the process went smoothly and that you felt supported along the way. It was a pleasure assisting you, and I truly appreciate your recommendation.
Wishing you the best experience with your new service, and don’t hesitate to reach out if you need anything in the future.
Best regards,
William
Customer Service
Great service
Great service, William helped me get my internet sorted through no fault of theirs. I had plugged a wire into the wrong socket! Very happy 😊
14 augusti 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Customer,
Thank you so much for your kind words! I'm glad I could help you get your internet sorted, and no worries – these things happen! 😊
If you ever need any assistance in the future, feel free to reach out. Always happy to help!
Best regards,
William
Open Infra
Superb service
I wanted to configure my router and William at customer support took me through the process step by step.
He had to check some details with an engineer but phoned back very promptly. A superb service
11 augusti 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Len,
Thank you so much for your kind words! It was a pleasure helping you get your router set up, and I’m glad we could sort everything out smoothly. I really appreciate you taking the time to leave a review – it means a lot.
Best regards,
William – Customer Support
Horrific
Horrific. Avoid. 18 months of broken internet. Only broken promises. Missed KPIs poor customer service. Ruined our WFH complaints ignored.
Switch back to sky.
They have the audacity to try and insist on continued payment when they never provided service
Taking legal action to recover the payments.
Avoid
4 augusti 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Customer,
Thank you for your feedback, though we're genuinely sorry to hear that your experience hasn’t met expectations.
We’d like to clarify that we are a fibre infrastructure provider, and our responsibility is to deliver a working fibre connection to the property — which we have done. The issues mentioned appear to be related to in-home Wi-Fi coverage, which depends on your equipment and home environment and is outside our direct control.
We previously recommended a free Wi-Fi router that allows us to better monitor and troubleshoot your connection remotely. We also offered to escalate the matter further if needed, but we never received confirmation that the router was ordered or installed.
We remain ready and willing to help — but we do need your cooperation to move forward and resolve the situation.
Please feel free to contact us if you’d like further support. We’d prefer to work together toward a solution.
Kind regards,
Faraz
Customer Service
OpenInfra
Great support …
Shawn was very patient and knowledgeable and fixed a long standing problem with our wifi hub while supporting the difficulties we had with our tv connection too. Really helpful, thoughtful and I thoroughly recommend his service assistance.
1 augusti 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear customer,
Thank you so much for your kind words! I'm really happy to hear that we were able to finally sort out the WiFi hub issue and also get the TV connection working smoothly. It was a pleasure helping you out, and I truly appreciate your recommendation.
If you ever need anything else, just reach out — I’m here to help.
Warm regards,
Shawn
Customer Support
Shawn answerd my question fully
Shawn answerd my question fully, and even suggested additional things to consider. He was polite and helpful, and replied very quickly.
31 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Duncan,
Thank you so much for the kind words! I’m really glad I could help and that you found the suggestions useful. Don’t hesitate to reach out if you ever have more questions — I’m always happy to assist.
Take care and all the best,
Shawn
Customer Support
My luck was in today when I got Shawn…
My luck was in today when I got Shawn to help activate my Fibre Optic broadband.
I’m a 77 year old and definitely not tech savvy. Shawn was so patient with me and guided me through the whole experience with such ease, thank you again Shawn.
30 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Sarah,
It was truly a pleasure assisting you today! I understand that technology can sometimes be overwhelming, and I’m glad I could support you patiently throughout the activation of your broadband. Your kind words really made my day—thank you for taking the time to share them.
If you ever need any further help, please feel free to reach out anytime. I’m always here to help!
Take care,
Shawn
Customer Service
Sean the LEGEND
Sean was an absolute legend. The first thing he said was, we will sort this issue before we finish the call, that gave me reassurance straight away. My issue we very tricky and Sean went way over and above. The issue was with the new router I had bought and not an Open Infra product so he could have easily said that he couldn't help but instead he guided me in downloading an app for the TP link and then talking me through each step to configure the new router to the black Nokia box. He was superb, an asset to Open Infra.
30 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Kyri,
Thank you so much for your kind words! I’m really glad I could help and that you felt reassured during our call. I know tech can be tricky sometimes, especially with different products, so it was a pleasure to guide you through the steps and get everything working smoothly.
If you ever need any more help in the future, just reach out—I’m here to assist!
All the best,
Shawn
Customer Service
Impressed
I recently switched my Internet Provider to Fibrewave having had Open Infra install superfast broadband in my street.
I'm not very tech-minded and, initially, I wasn't able to connect to Fibrewave once my old contract had expired. However, i got in touch with Shawn in Customer Services and he quickly arranged for an engineer (Bruno) to attend who was helpful, polite and gave me clear instructions for the next steps.
Shawn then made it his mission to help get me connected asap and I'm very grateful for his calm and patient manner and, again, clear instructions.
My upload and download speeds are now well over 900 Mbps and, hopefully, it will be plain sailing from here.
Even if there is a problem though, I'm confident that Shawn or one of his colleagues will respond quickly and helpfully.
I'm not one for leaving many reviews but we'll done Shawn, Bruno and Open Infra / Fibrewave for getting my broadband connection sorted.
29 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Graham,
Thank you so much for taking the time to write such a kind and detailed review — it really means a lot! I’m so glad we could get everything sorted and that you’re now up and running with those fantastic speeds.
It was a pleasure helping you through the setup, and I completely understand how tricky things can feel when dealing with tech — but you handled it all really well. Bruno will be happy to hear your feedback too; he always aims to make things as clear and smooth as possible.
If anything ever comes up or if you just have questions down the line, don’t hesitate to reach out. Myself or one of the team will always be here to help.
All the best,
Shawn
Customer Service
Exceptional customer service and…
Exceptional customer service and internet
15 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Ciprian,
Thank you so much for your kind words! I’m really glad to hear you’re happy with both our customer service and your internet connection. If you ever need any help in the future, don’t hesitate to reach out – we’re always here for you.
Best regards,
William
Customer Support
Shawn gets 10 out of 10
Shawn was really helpful when ever we called . We are very happy with our wifi especially since we received our new box.
14 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Hi Susan,
Thank you so much for your kind review – it really means a lot. I'm glad I could help whenever you reached out, and it's great to hear you're happy with your WiFi now that you’ve got the new box.
If you ever need anything else, just give us a call – we’re always here to help!
Best regards,
Shawn, Customer Support
Broken promises
Open Infra carried out an intensive marketing exercise in the N21 area of North London in the early part of 2024. In February 2024 I was persuaded to sign an agreement for the installation and provision of a service package of full fibre to the home. In June 24 a team fitted internal and external wall boxes necessary to connect the fibre to my home and supplied a router.
After that the company sent various messages implying that the connection would be just weeks away. In March this year a team installed a fibre optic cable to the exterior box. In April and May further appointments were made to complete the connection. All that happened was that a technician arrived and confirmed that the work they had been sent to do had already been done (the installation of internal and external boxes).
On 16th May Customer Service sent an email in response to my enquiry about when I could expect to be connected stating ‘It seems that the project is expected to start within the next few weeks’. However, the latest answer to yet another follow up email was ‘Unfortunately, I do not have an estimated time for when the network will go live in your area at the moment.’
I cannot recommend this company as they seem unable to deliver on their promises.
10 juli 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Graham,
Thank you for taking the time to share your experience. I’m really sorry to hear how frustrating this process has been for you — especially after such a long wait and multiple visits that didn’t lead to a completed connection.
I completely understand your disappointment. The delays you’ve described and the inconsistent communication you’ve received are not in line with the level of service we aim to provide. You signed up in good faith, and it’s clear that we haven’t met the expectations we set — for that, I sincerely apologise.
I’ve flagged your case internally to ensure it gets the proper attention, and I will personally follow up with our network deployment team to see if I can get a clear update on the timeline for your area. While I can’t make immediate promises, I want to make sure your concerns are heard and acted on.
Thank you again for your honest feedback — even when it’s difficult to hear, it’s essential for us to improve.
Best regards,
William
Customer Support Team
Open Infra
Open Infra UK experience on first month
Had Open Infra activated (London) a month ago and the experience has been top notch! Shawn from customer service has been brilliant on helping me to activate the service (took about a day after fibre was installed and with light), including answering technical questions about the service and activating me on a public IP address. So far the quality of the service has been spotless, speeds are slightly over the advertised 250Mbps symmetrical connection, with latencies between 2 and 5ms, which is great! I can't long term comment on the provided router quality as I've been using my own infrastructure (router, switches and access points), but I tested the provider router for a few hours and the wifi seemed solid and connected devices got the full 250Mbps speeds as expected.
Very happy customer, and the customer service has been super responsive and supportive even with a more technical customer as I am!
11 juni 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Filipe,
Thank you very much for your thoughtful and positive feedback regarding your first month with Open Infra UK.
I am delighted to hear that I was able to assist you effectively with the activation and technical queries, and that your service has been performing excellently with speeds exceeding expectations. It is great to know that the latency and overall connection quality have met your standards.
We appreciate your use of your own infrastructure and are glad to hear the provider’s router also delivered solid performance during your testing. Your satisfaction, especially as a technically knowledgeable customer, is very important to us.
Please do not hesitate to reach out if you need any further assistance or have additional questions in the future. We are always here to support you.
Kind regards,
Shawn
Customer Service
Excellent service
I contacted the customer service reg the extenders which were installed yesterday. i was attended by Mr William Engblom.
A very intelligent , polite and very efficient gentleman. He sorted out the issue within 15 minutes.
The whole system is working perfectly now.
BIG thanks to William and best wishes
11 juni 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Mr. Satsangi,
Thank you very much for your kind and generous feedback.
I am delighted to hear that I was able to assist you efficiently with the extenders and that your system is now working perfectly. Your words of appreciation mean a great deal to me and serve as a wonderful motivation.
Should you require any further assistance in the future, please do not hesitate to contact me or our customer service team. We are always here to help.
Wishing you all the best.
Kind regards,
William
Customer Service
Very good conversation with the staff…
Very good conversation with the staff very helpful
2 juni 2025
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Faiz,
Thank you very much for your positive feedback. We are pleased to hear that you found our staff helpful and that your experience with us was a good one. Providing excellent customer service is very important to us, and your kind words are greatly appreciated.
Should you require any further assistance, please do not hesitate to contact us.
Best regards,
William
Customer Support
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 juni 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Företag kan be sina kunder om omdömen via automatiska inbjudningar. Dessa omdömen markeras som verifierade för att visa att det handlar om verifierade upplevelser.
Läs mer om andra typer av omdömen.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.