Open Infra UK Omdömen 255

When the salesman came to my elderly mother's door and explained to her that the internet would be cheaper and faster, she had only one thing that she wanted, to know if she could get a landline with that deal. She was told that she would be able to.

Waited 6-8 months with no contact and nothing happening then they suddenly showed up one week said they would come and fix a small black box to the wall.
They did a terrible job, it is basically hanging off the wall, the placement was terrible above a plug socket which then made the plug socket completely unusable.

Then told us to wait for the internet service to go live , with no date given or idea when that may be.
About a month ago she received a phone call demanding £250 for the installation and that she no had told her that there was a cost.

Someone from Openinfra @Optyx called again demanding it and that she needed to cancel her contract with VirginMedia and connect the white router they sent and that she needed to pick a contract with Optyx.

The lady then informed her that there is no phone line and that shouldn't have been said.
My elderly mother said she doesn't want the services then as she needs a landline.

This women has now as of today 20/11/24 at 6pm called to say that she owes them £940 !!!!! that is to 1. remove the box from the wall .
2. to collect the router that is still in a box.
&
3. That she has signed a 3 year contract and that she needs to pay the contract out.

I know she hadn't signed a contract because as of the day the installation happened, I have dealt with all the contact from this and nothing has been produced, sent or signed for by anyone.!!!!

Reading previous messages from the company there is talk of them forging signatures to contracts.

Scare-mongering an elderly lady down the phone with threats !!!! Are you stupid ?!?

Anyone thinking about giving these people a go be warned with their tactics.
Take a look at the review from Camile K on the Optyx Trustpilot page this is clearly not the first time......

Anyone from either company sees this review I suggest you get this sorted immediately.

If that women from Openinfra @optyx is stupid enough to send a fraudulent document to her with a false signature we will see you in court.

Ive had my external box and internal black Nokia box installed some time ago now, but every time I try and call your CS line for the next steps it keeps bouncing with 'We are closed for training".

I've even emailed you but nobody has bothered to respond or open my ticket.

I was also looking into other places I could contact and managed to get in touch with someone at 'Optyx Broadband'. After communicating through a few emails I found out theres apparently a fault in the line somewhere and an engineer needs to repair it! Its not a very good first impression at all and quite frankly makes me nervous to continue...

The contact at Optyx Broadband was actually quite nice and could tell from the photo i sent (of my Nokia box) that an engineer needed to visit, and they shared a booking link with me where I could book a slot for an engineer to visit...

The engineer never turned up! And then told me they were sending someone round on Saturday without confirming with me. But they didn't turn up. Starting to become a patten.

Don't bother sending anyone else, I won't be continuing with installation and as I haven't received any kind of service from you so ill be terminating and cancelling. You can come and take your equipment back.

Im in Colchester btw.

We went live in Colchester in Oct 24. We signed up with Open Ifra on Oct 23, but fully understood the local requirements to get a certain % of local homes also signed up before we could go live
The speed is super fast, the price is excellent.
Their hands on customer service is very different to anything we have experienced before. All of the members of their team that we have dealt with have been very friendly and helpful. They have been responsive to our phone calls too. With special thanks to Andreas , Paula & Max
Early days , but so far we are very pleased !

I'm rewriting this review after OpenInfra visited this morning and fixed the cabling issue I had. I'd been without internet since the weekend and their customer services were uncontactable by phone and uncontactable at all over the weekend (including by email).

Needless to say I was not impressed but on Monday they picked up the issue and sent their support guy out who identified a cable fault. However due to operational issues they were unable to fix the fault until today (Wednesday).

Now it's fixed we're back having wonderfully fast FTTP internet, which at the moment is something no other company can supply in my area.

Their MD, Tobias, was kind enough to get in touch which is really appreciated and offered compensation which I've declined.

They just need to improve their customer service which I think they will do as poor customer service will kill any business.

By a way of comparison, the only other internet service (apart from 5G which has its own issues) that I can get is FTTC (fibre to the cabinet) so it's restricted to around 40Mbps download speed and is asymmetric so the upload speed will be a lot lower. With OpenInfra I have their basic service which is 500Mbps both ways which is ample for me and it can go a lot higher in the future if ever needed.

We used to be with Virgin Media and even though their cable is still installed, OfCom are preventing them from taking on new customers because their backend infrastructure is so congested, that they can't supply anywhere near the speeds customers are paying for. It's actually the reason I moved away from them.

I'm giving OpenInfra 4 stars at the moment as they have work to do to improve their customer service experience. Once that's resolved they will get 5 stars from me.

We signed up to openinfra when they knocked at our door in Colchester, which to be honest I wouldn’t normally do but the salesmen were both very engaging and the hope of fast internet was so appealing we signed up.

They were very clear that they needed to reach a critical mass of customers in the area before we would get our installation, which happened a few months ago and then went live a few weeks ago.

We were helped by openinfra staff who advised us on what we needed to do and advised us on a mesh system to spread the internet through the house. It’s a very fast service and have had no glitches and have been able to stream programmes seamlessly along with hooking up Alexa devices, cameras, numerous games consoles, computers and phones. They have come back several times to check that we are happy with everything. So far we’re very impressed.

When I say there is zero customer service from this company, I actually mean zero.
If you call the support line, which I have done on many occasions, there is a message always saying they are busy and you should mail customer service for a response in a few hours. That is Monday to Friday 9-5. Support is closed outside of these hours.
When I have had an email response it is always deflecting blame and asking me to carry out tests on the equipment when it is obvious nothing has changed from my side. They have never acknowledged an outage.
The internet itself is extremely unreliable.
We were better off on our old bt 100mb line.
There is no comparison to the level of support a proper organisation gives compared to open infra.
I am writing this on my phone while my internet has currently been off for over an hour.
Cue reply saying they mailed me several times and it was due to equipment or another excuse. It wasn’t.

The final installation has been excellent, really personal service from the guys, keeping in contact throughout the connections.

Always at the end of the phone to resolve any minor issue 💪🏻

Cheers Andreas & Eric really appreciate your help.

Great service. Really happy. All concerned are so helpful. Highly recommenced

Fabulous service. I was sinking with my limited ability. I have never before had this level of service.

The people at Open Infra are very friendly, very helpful and easy to speak to, Andreas and his team always respond and stop at nothing to help. The actual internet speed is lightening fast and extremely stable, I work from home many days a month so it needs to be. I can't reccomend enough. 10/10

Having had bad experiences with ALL comms related companies who service Colchester, we were initially suspicious about Open Infra but decided they couldn’t be any worse than all the others.
Due to extremely poor service from Sky, we were released from our broadband contract and having already signed up to Open Infra, they did an amazing job of installing our cables. The 2 installers who turned up at the house spend hours meticulously making sure the cables were hidden behind guttering and down pipes etc, we couldn’t have been more pleased with their attention to detail.
The router was later ordered and supposedly sent to us via a courier, but when it didn’t turn up, it was hand delivered by an Open Infra Community Liaison guy Andreas.
We later called on Andreas who was a tremendous help when it came to cabling up the new router and getting us live. He also helped to configure our mesh system too…great guy!
Everything is working so fast now and we couldn’t be more happier having made the change.
Highly recommended and well done Open Infra for a most refreshing service…although your customer service department doesn’t seem to answer the phone sadly.

Awful. Had someone come out to me after I left a bad review but then hasn't been back since as promised been another 3 weeks without contact. Absolutely disgusting customer service. I really don't know what to do anymore. All the bad reviews are true. Still waiting for Zack to come and refit a new router and boosters as promised. The service is poor. I don't think anyone is beyond the automated emails. Ghost town of a company

Reply to your response...
This is a plain lie. The most recent has been responded to since I left this 2nd review to get your attention...again this took some time! I am expecting someone tomorrow to refit a new router and boosters as scheduled. I will update on here when they have been...if they turn up.

Was difficult to get them to connect it now it’s connected it drops constantly. Unreliable!

We have had our fibre connection setup and have been trying to contact OpenInfra to finalise our connection however contacting them has proven to be impossible. I have tried to call, but receive an automated message that tells me I can only email. When I email, there is no reply. We require a stable connection as my wife and I both work from home, however, I have no confidence we’ll have the support required if we were ever to face any issue, especially considering we are yet to start. I’ll also be filing a complaint to Ofcom as well as this is unacceptable.

I would like to thank Jimmy and Erik Open Infra Engineer's for their prompt response in attending my home and addressing a hardware issue responsible for my lack of internet. Issue was resolved within 24hrs of
an incident being logged. Thank you very much, super happy customer.

If I could rate less than 1 I certainly would. We have been without internet service for over 24 hours. Tried to call though to the contact number provided, no response but an automated message advising to email. We have emailed a few times, no response. I have messaged on social media, again no response.
Both myself and partner working from home, this is incredibly infuriating. Hot spotting from our mobile internet is unacceptable, when we were supposed to have a full fibre internet connection with Open Infra. We will be putting in a report with Ofcom and switching our provider back to Virgin Media. At least they had a customer service team you could rely on and problems were always resolved as soon as they were aware. My advice to anyone considering the switch to this company, please do not do this. Really unacceptable to not have the support you need when your whole internet service is down. Oh also to add they are off cut from Optyx Broadband company, their reviews not surprisingly so, are all negative.
Update: To state; we have had zero calls or emails as my email is not registered nor is my contact number. My partner also has not received “several” of these calls you speak of. Unacceptable when in a review below your response time is supposedly meant to be within 48 minutes. We have been without a service for almost 48 hours. No emergency contact number to reach out to for these cases. Not suitable and not a service we will be continuing with.

Not sure why all the low ratings. Yes this took a bit of time, but expected with new infrastructure area.

I have received emails of updates, instructions and an abundance of help from the open infra team (Abdirahman Ibrahim). I even had the delightful Jonathan Sher knock on a Sunday to see if everything was ok and he ended up resolving an issue I had but not yet reported. Thank you Jonathan, a superstar, went out of his way to resolve the problem and me and my family are extremely grateful.

I am live now and so far speeds of ~90mpbs, this is the second day of being live but already massive difference.

Thanks team

Colchester area, signed up in Nov 2023 after being convinced and promised it by March 2024.
I delayed signing any other contracts with Virgin/sky by 9 months costing me double and more what openinfra promise.
Finally gave up waiting and re signed with virgin sept 24 and tryed to cancel openinfra as they aren't delivering anything. Just got there foot(boxes in the door which ordinarily would be the last thing you fit!!)
Told I owe them £285 for the removal of two boxes internal external they fitted months ago damaging my walls to break the contract or wait.
They are not even up the road yet in the exchange boxes let alone in my house. No updates ever given, shoddy sub contractors in private beaten up old vans randomly drilling holes in houses and fitting boxes on the wonk. Blasting out my red brick work from not piloting properly with smaller drills.

Very good speed and I got answer on my questions 2 hours after emailing!

My elderly parents were told they weren't signing up but in fact they were and were cajoled into signing a contract for services they did not want. This is mis-selling. Do not use this company.