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.
Fantastic customer service
Fantastic customer service, easy switch and fast broadband. We are really happy customers.
5 maj 2025
Omdöme utan inbjudan
Svar från 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 maj 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 mars 2025
Omdöme utan inbjudan
Svar från 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 april 2025
Omdöme utan inbjudan
Svar från 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 mars 2025
Omdöme utan inbjudan
Svar från 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 mars 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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
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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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
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.