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.
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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
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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
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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
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Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
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 februari 2025
Omdöme utan inbjudan
Svar från 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 februari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 januari 2025
Omdöme utan inbjudan
Svar från 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 december 2024
Omdöme utan inbjudan
Svar från 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
Fast spped broadband and much more affordable…
Once there was enough take up in the area we got the new box installed outside our house. Initially had an issue with the router but after reporting it at 10pm, Faraz was in touch by 8am the next day to help out and by 2pm we had a new router delivered and via the App we were up and running. Thanks Faraz and the team. Speed is excellent and router is working across our whole house which is a 4 bed. Much more affordable than BT and much faster speed which is ideal as I work from home.
20 december 2024
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Lee,
Thank you so much for your kind feedback! We're thrilled to hear that you're happy with the speed and affordability of your broadband service.
We're especially pleased to know that Faraz was able to assist you promptly and ensure that your new router was set up quickly. It's great to hear that everything is working smoothly across your entire house, and that you're enjoying the improved speed, which is essential for your work from home.
Your satisfaction means a lot to us, and we're happy to have you as a customer. Should you need any further assistance in the future, please don't hesitate to reach out.
Best regards,
Ilshat
Customer Support
Beware
My contract said after 6 months I can cancel my service. In july 2024 I called starlight and told them I wanted to cansel my fiber service and for them to disconnect my line and I sept 23 2024 I followed up with a email. It's December and I am still getting invoices telling me I have I have outstanding invoices. I called Open Infra and also told them the same thing and they told me to disreguard the billing. I also emailed pinnacle pay Corp their payment partner to no avail. It's like talking to my self
23 juli 2024
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Frank,
We would like to clarify that Open Infra in the UK does not work with a service provider named "Starlight."
To resolve this matter, we kindly advise that you contact the correct service provider directly.
Kind regards,
Faraz
Customer Support
10/10, one very happy customer!
It was a 1 year journey with Open Infra with some twists and turns (both negative and positive). From over selling the go live date on our road to over delivery once we were finally live, I have to give this company a lot of credit overall for just how far they went, at their own expense, in order to finally get us there. As for the quality of the service since being live, 10/10. 250MBS+ speeds and we have had literally a 15 minute outage in 1 year of heavy use. I could not have dreamed of these speeds or up time from another provider in my area.
I highly recommend these guys as they do deliver something really fantastic in the end, you just need to stay committed and they will deliver!
14 december 2024
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Fred,
Thank you so much for your detailed and thoughtful review! We are truly thrilled to hear that you are happy with the service and the journey you've had with us at Open Infra.
We understand that the road to getting everything in place can come with its challenges, but it’s wonderful to know that our team's dedication and commitment to over-delivering once we went live made a positive impact for you. Your feedback about the speeds and uptime is incredibly valuable to us, and we are proud to have met your expectations.
We greatly appreciate your recommendation and your patience throughout the process. Should you need any further assistance in the future, please don’t hesitate to reach out!
Best regards,
Faraz
Customer Service Team
Open Infra
Poor router provided & installation issues
The initial installation of wires damaged our property and was very suboptimal. This has now been rectified to our satisfaction. But not a great start.
We switched over to actually using the fibre solution when our Sky contract ran out in October.
What we've noticed is that the wireless strength of this router appears to be lesser than our old, standard Sky one. My phone often disconnects from the wireless network in a room that I had never had issue with on the Sky router and therefore ends up chewing up my data allowance without me realising it - very annoying. We've heard in our local WhatsApp group in Mill Hill of others having similar-sounding drop-out issues.
I've contacted Open Infra about this and their reply really surprised me. They only offer only SLA to the router and nothing about the router. Their initial response was "It is recommended to look at getting a better router or Mesh system suited for your property needs".
Challenging this and saying how disappointed I was that this is in a key way a drop in service from a non-fibre solution (Sky), they then said:
"The business model looks to provide reliable service to the property with no price increases.
As such everything is focuses to the Black Nokia ONT and a Basic Fibre ready router"
I'm taking this "business model" as "we don't really prioritise your end-to-end solution" and are basically knowingly providing a router that is cheap, leaving it to the customer to buy a new one if they want reliability! Wouldn't care if the router was lesser than my old Sky one that I've had for many years.
One final thing - the support website only has "what type of problem is this" options in a language that isn't English - not very helpful for us or them!
UPDATE 9 Dec 24: No customer service agent has got in touch, despite their reply
20 november 2024
Omdöme utan inbjudan
Svar från Open Infra UK
Dear Mr. Edwards,
Thank you for sharing your feedback with us. We are truly sorry to hear about the initial issues you experienced with the installation and the performance of the router. This is certainly not the experience we want our customers to have, and we apologize for any inconvenience caused.
We understand your frustration, and we want to assure you that we take your concerns seriously. A customer service representative will be reaching out to you as soon as possible to assist in resolving the matter and ensure a smooth experience moving forward.
Thank you for your patience and understanding. If you have any further questions or concerns in the meantime, please don’t hesitate to contact us.
Best regards,
Faraz
Customer Support Team
UPDATE:
We have tried to reach you by phone without success.
I have sent you a request via Trustpilot, so please provide your contact details through the request so we can get in touch with you.
Stay away they copy your signature !
Stay away they copy your signature !
Stay away and do not sign anything. They will copy your signature from installation page and paste on a contact, then force you to use their services even if you don’t want to at this time . They give no information, there is no transparency. The customer service is horrible and is not there to help you. They will not inform you about anything, give you misleading information and then send you invoice out of nowhere to pay. Horrible company! Why force people to be your customer?! If they don’t want to
21 november 2024
Omdöme utan inbjudan
Svar från Open Infra UK
Thank you for your feedback.
We are fully aware of your situation, having engaged in numerous detailed conversations with you.
Your claim regarding the signature is entirely unfounded and a serious allegation.
Your signature is present on the installation and service agreement. This agreement, which was signed by you, outlines the terms for fibre installation and service provision. We have addressed this matter with you on multiple occasions.
For the sake of clarity:
- You signed the agreement.
- The contract has been sent to you on three occasions.
- As a gesture of goodwill, we offered to postpone your services until your current subscription ends.
- You personally scheduled the installation of the fibre equipment and connections.
We have also informed you that you are entitled to cancel the contract; however, as per the agreement, a termination fee applies due to the resources already invested in your setup.
We ask that you refrain from spreading false information and extend the same respect to our team that we have shown you.
Sincerely,
Open Infra
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