Zero star rating if I could. Like many other customers in Barnet, we have now been without internet for 10 days, and the issue is still not resolved. This has been an incredibly stressful and frus... Ver mais
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Terrible company with terrible service, no commitment or urgency. An outage for over 12 days and they've pushed back the date on 7 separate occasions, not to mention it's not even resolved yet. When t... Ver mais
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Richard came to our door explaining how it all operates, following up with his team leader jimmy. Once we signed up things moved very quickly for installation, the guys done an excellent job kept eve... Ver mais
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Linus explained what Open Infra are doing in Colchester - finally a company is making the effort to bring full fibre to our area. Linus was very polite and courteous and explained exactly how this all... Ver mais
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Informações sobre a empresa
Escrito pela empresa
Open Infra builds, manages and develops fibre infrastructure for households, businesses & municipalities in Sweden, Germany, USA, Norway & United Kingdom.
Informações de contacto
3,0
Aceitável
260 opiniões
Sem histórico recente de solicitação de opiniões
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Zero star rating if I could
Zero star rating if I could. Like many other customers in Barnet, we have now been without internet for 10 days, and the issue is still not resolved. This has been an incredibly stressful and frustrating experience.
The communication throughout has been extremely poor. There have been no clear updates ( they keep moving the date the issues will be resolved) , no interim solution, and no compensation offered for the prolonged loss.
After 10 days without internet and with no clear resolution in sight, everyone on the street is trying to leave them. Think twice before signing up.
23 de setembro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Anne,
We’re very sorry to hear how difficult and stressful the past ten days have been. Being without an internet connection for that length of time is a major disruption, and we understand why the repeated changes to the expected resolution date have made the situation even more frustrating.
This incident has been more extensive than we originally anticipated, and unfortunately that has also affected our ability to provide the clear and reliable timescales we would have wanted to give you. We recognise that being given a date only to see it moved again is incredibly disappointing, particularly when you are already without service.
We also acknowledge your concerns about the lack of an interim solution and compensation. These are understandable concerns following such a prolonged outage, and your feedback has been noted.
We’re sorry that we have let you down on this occasion. We know that restoring the connection is only part of the issue, we also need to earn back the trust that has been affected by the way this incident has been experienced.
Kind regards,
Ronald
Customer Service
Total service outage for 9 days…
Total service outage for 9 days (Barnet, London).
Unacceptable and lazy.
They are not providing any meaningful compensation for the 9 day outage either (unlike most other providers of broadband, they are not members of the Ofcom automatic compensation scheme).
They have decent internet speed when it does work, but their service infrastructure is too fragile and prone to extensive outages.
Fast broadband is only useful if it actually works!
Avoid this supplier.
21 de setembro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Laurence,
Thank you for taking the time to share such detailed feedback. We appreciate how frustrating this situation must have been, particularly after being without your broadband connection for nine days.
We’re sorry that the outage lasted as long as it did. The scale of the incident proved to be more extensive than expected, and we recognise that this does not make the disruption any less frustrating for you. We also understand your disappointment regarding the compensation available following such a prolonged loss of service.
You make a fair point that reliable broadband is about more than speed — it needs to be there when you actually need it. We’re taking your comments seriously and will use this experience to look at both the resilience of the network and how we handle communication during major outages.
We appreciate your patience while this was being dealt with, and we’re genuinely sorry for the inconvenience and frustration caused. We hope we can rebuild your confidence in our service through the reliability and support you experience from us going forward.
Kind regards,
Renier
Customer Service
Terrible Service, over 2 week outage expected
Terrible company with terrible service, no commitment or urgency. An outage for over 12 days and they've pushed back the date on 7 separate occasions, not to mention it's not even resolved yet. When their own call agents let you know that their estimation times are unlikely that speaks enough on it's own. A pathetic excuse for a company who do nothing but delay and deny any accountability whatsoever, giving nothing but apologies and delays to appease customers for another day. Terrible experience
22 de setembro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Alexis,
We are truly sorry for the experience you have had. An outage lasting this long, together with the estimated resolution date being pushed back several times, is understandably extremely frustrating. We fully appreciate why you feel that both the handling of the situation and our communication have fallen short.
Unfortunately, the scope and complexity of the outage turned out to be greater than we initially anticipated, which has meant that restoring the service has taken considerably longer than expected. We also understand that having the estimated resolution time changed repeatedly only adds to the frustration and uncertainty.
We know that apologies alone do not change the impact this has had on you. Your feedback is important to us, and we are taking your comments on board, particularly when it comes to how we communicate during longer and more complex outages.
We sincerely hope we can provide you with a much better experience going forward.
Kind regards,
Ronald
Customer Service
12 DAYS NO INTERNET
This company is a complete waste of time, doesn’t even compete with the big companies from a budget perspective. However, that would be acceptable if the service was at least reliable. I have been without WiFi now for 9 DAYS!
They use the same excuse every time and blame another provider for damaging the cables or something. To me, the whole operation seems wildly unprofessional, no legitimate company could take this long to fix something like this. I like many others in my area, am completely reliant on having internet at home to work etc.
This is totally unacceptable, yet at the same time given the track record of this company over the past 2 years, this is somehow not surprising. They have constantly shifted expected repair times and at this rate, I think we can make it to 2 weeks with no internet at all.
I couldn’t recommend against this company any stronger, just go with one of the bigger trusted companies, that would certainly not allow such an issue to persist for this long.
I am currently seeking compensation for this, however I am still awaiting a receipt of confirmation from my official complaint about this ongoing issue….
Update - The internet is still down, what kind of engineers are openinfra hiring? 9th of September until the 21st and still counting. Of course the bill for this month was still issued
9 de setembro de 2026
Opinião espontânea
Resposta da Open Infra UK
Hi Daniel,
We are truly sorry to hear about the situation you have experienced and, in particular, that you have been without internet for such a long period. We fully understand how disruptive this can be, especially when you rely on your connection for work and everyday life.
We sincerely regret that you have also experienced repeated changes to the expected repair time and that your previous contacts have not given you the support or clarity you should expect from us. We understand your frustration and are very sorry that we have not been able to resolve the situation sooner.
We have requested your contact details through Trustpilot so that we can identify your case and get in direct contact with you. Our intention is to properly look into what has happened, address your ongoing issue and also follow up on your complaint and compensation request.
We are truly sorry for the inconvenience and frustration this has caused you. We appreciate your patience and hope to have the opportunity to speak with you directly and work towards a resolution.
Kind regards,
Faraz
Customer Service
Cowboy operation.
Cowboy operation.
Signed contract in May 2023 with promises of live service quite soon. Had to chase regularly during 2024/2025, with answers of "going live in a few weeks" on a rolling basis.
Finally i had the fibre installed from the telegraph pole and into my house. The service didn't work.
After a lot more chasing and resplicing fibres, it turns out they didn't have the right permits to install ducting at my end of the street and never connected up my telegraph pole to the network . Final contact was them telling me it won't be happening and 20-30 houses simply won't get the service, ever, and they are simply allowed to exit the contract .
Annoyingly my existing ISP contract ran out and i didn't renew for about 18 months because I was expecting openinfra any day now, so I'm also out of pocket and have to find another provider.
20 de março de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Customer,
We are truly sorry for the situation you have been put in. We understand how frustrating and costly this has been for you, especially with the repeated delays and ultimately not receiving a working service after installation.
What you describe is not the experience we want for our customers. We have therefore requested more information via Trustpilot so we can carefully review what has happened in your case and follow up with a proper explanation.
Thank you for taking the time to bring this to our attention.
Kind regards,
Faraz
Customer Service
Excellent service.
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.
23 de fevereiro de 2026
Opinião espontânea
Resposta da Open Infra UK
Hi,
Thank you very much for taking the time to share your experience with us!
We’re delighted to hear that you found our service excellent and that your calls and emails were handled promptly. Providing quick responses and helping sort out queries efficiently is something we truly strive for.
We also appreciate your feedback about the account closure process. We always aim to make transitions as smooth and hassle-free as possible when customers move out of the area.
If you ever need assistance again in the future, please don’t hesitate to reach out. It was a pleasure serving you.
Kind regards,
Shawn
Customer Support
I had decided to change to Open Infra… and it was the right decision !
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 my old provider with reliability I tried again to connect to Open Infra and still had issues with connecting to the App . I phoned Open Infra and luckily spoke to Faraz A who calmly took me through all the steps and it was my router that needed an adjustment ( that he carried out whilst I was on the phone ) and got me connected . He then patiently waited whilst I connected my equipment to the new provider and made sure I was happy . Also explained how the billing works and 2 hours later i am still on line and no issues ! Extremely happy with the service received today from Faraz .
18 de fevereiro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Simon,
Thank you so much for taking the time to share your experience, it truly means a lot.
I’m really glad you decided to switch to Open Infra and even happier that we were able to get everything up and running smoothly. I understand how frustrating connection issues can be, especially after having reliability problems with a previous provider.
I’m pleased we were able to identify that the router just needed a small adjustment and resolve it while you were on the phone. Making sure you felt confident with the setup, fully connected, and clear about how the billing works was important to me, so I’m very glad to hear that you’re still online and experiencing no issues.
If you ever need any further assistance, please don’t hesitate to reach out — I’ll be more than happy to help.
Enjoy your connection!
Kind regards,
Faraz
Customer Service
Brilliant engineer fixed the problem…
Brilliant engineer fixed the problem with the exterior cabling done a professional job thank you Faraz for arranging the repairs 👍we’re truly thankful
22 de janeiro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Peter,
Thank you very much for taking the time to share your feedback. We are delighted to hear that you were satisfied with the work carried out and that the issue with the exterior cabling was resolved professionally.
I’m especially glad that everything went smoothly and that the repair met your expectations. Your kind words are truly appreciated and mean a lot to both our engineers and our service team.
Thank you again for your trust and appreciation.
Kind regards,
Faraz
Customer Service
Really poor service.
Our Internet whent down on the 29th November and is still down now, into the sixth week. We have no information about when the service will be restored, in fact we get very little information at all. Their last website update was 31st December, yes, last year! Their phone line, which is inevitably a answer machine, shuts at 5pm and doesn't operate at the weekend.
The company had a very active signing-up campaign in our area but they don't appear to have the manpower or infrastructure to provide an acceptable service.
Unless you want to lift the lid on a Pandora's Box of stress, disappointment and frustration I suggest you avoid this company if they come knocking on your door.
6 de janeiro de 2026
Opinião espontânea
Resposta da Open Infra UK
Dear Robert,
We sincerely apologize for the prolonged outage and the frustration it has caused. We completely understand how difficult it is to be without internet for such a long time, especially with limited updates.
Our technicians are actively working to resolve the issue, but unfortunately we have encountered challenges that are bigger than we initially anticipated. Please rest assured that we are doing everything we can to fix the problem as quickly as possible and restore your service.
We truly appreciate your patience and feedback. Experiences like yours help us improve both our service and communication with our customers moving forward.
Kind regards,
Faraz
Customer Support
If you ever need to contact customer…
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 whicg I have done 4 times with no acknowledgement from them!!!! My internet has been down for 4 days now and I've still not managed to get hold of anyone. As a result I've gone over my mobile data by £300 because of this incompetent company. I honestly wish I never signed up with them in the first place. STAY AWAY FROM THIS COMPANY
22 de dezembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Vanja,
We are very sorry to hear about the difficulties you’ve experienced and completely understand how frustrating this situation must be. This is certainly not the level of service we aim to provide.
We have sent a request via Trustpilot to obtain your contact details so that we can reach out to you directly and resolve this matter. We kindly ask you to respond to that request so we can assist you as quickly as possible.
Thank you for your patience, and we sincerely hope to resolve this issue to your satisfaction.
Best regards,
Shawn
Customer Service
Help with WiFi connection
Very helpful and patient. He took his time to clearly explain the next steps and went above and beyond to ensure everything was understood. Instructions were clear and easy to follow. Much appreciated and I would highly recommend.
15 de dezembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Hi Fotoulla,
Thank you so much for your kind words! I’m really glad I could help and that the instructions were clear and easy to follow. Don’t hesitate to reach out if you ever need any further assistance—I’m always happy to help!
Best regards,
Shawn
Customer Service
Over 5 weeks and still waiting for service restoration.
Broadband in our road has been down for a week. No update on website since then. They don't return phone calls. Did email back after a few days but no update since then. They blame the fibre broadband supplier but our contract is with Open Infra. They should sort and keep us informed. Don't use them.
Now, no broadband for 3 weeks and no update for a week. We will now most likely have no broadband, TV, Alexa, Hive etc for Christmas. Thanks for the Christmas present Open Infra - the worst tech company in the UK that I have ever used. Now 6 Jan and no broadband since 1 Dec and no information on when the service will be restored. Will be going back to an established provider for a service that works.
1 de dezembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Hi Tim,
Thank you for reaching out, and I’m truly sorry for the inconvenience you’ve been experiencing with your broadband. I completely understand how frustrating it must be to be without service for a week and not receive timely updates.
Please be assured that our technicians are working hard, in collaboration with the fibre supplier, to resolve the issue as quickly as possible. We appreciate your patience, and we are committed to keeping you informed as soon as there are any updates.
We sincerely apologize again for the disruption and the lack of communication, and we truly value you as a customer.
Best regards,
Shawn
Customer Service
No service No communication No timeline No Updates No NOTHING!
Since Monday 01st December our Broadband has been down. We are now 4 days in and all we keep getting told is the engineers are trying to locate the problem. “ Keep looking on our website for updates! “ Heh! Guess what, your website has had the same message for four days. No communication to your customers, no idea if you have identified the problem. No idea when this will be resolved. Are we close? Is it a few hours away? A few days? A few weeks? Unbelievable how poor the communication is. I have been promised circa £9 a day compensation which is of no interest frankly. The absolute basics for any organisation is surely some frank and open communication with your customers. Appalling service. I would advise anyone thinking of switching to steer absolutely clear! I will certainly be advising everyone I know in my area to stay away!
Update. I will continue to update this page each day to keep others informed on the lack of availability of information. There is no point you coming on this website and apologising. We would like an answer as to when you believe this will be resolved. We are now on to day 5. Have your engineers located the problem? What is the timeline for repair? Can you please answer these questions rather than a standard AI generated apology.
Update Day 6 no broadband. No communication and no website update since Day 1.
Update: now one week exactly with no broadband service. Website states the same message from one week ago. Now resorted to hiring a temporary 4G router!
Further update 8th December 2025 just spoke to an agent Sean (not sure of the spelling) they are having a meeting today with the technicians and if they are not able to provide a timeline customers will be able to leave the contract without any penalty!!!
Very boring now! 12 days in now with no connection! Told it will be up at 2pm tomorrow! Let’s see! Fingers crossed
It’s Monday after the Saturday 2pm deadline where I was promised it would be back and operational! Still no broadband. Finally managed to get hold of the team at Open Infra and I am now told it should be up today!
The saga continues!!! This organisation are doing themselves absolutely no favours!
1 de dezembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Doros,
We sincerely apologize for the ongoing disruption to your broadband service and the lack of communication you’ve experienced. We completely understand how frustrating it is to be without service and to feel left in the dark regarding updates and timelines.
Please rest assured that we are actively working with our engineers to resolve the issue and we will update our website as soon as we have new information. We truly regret the inconvenience this has caused and appreciate your patience while we work to restore your service.
Thank you for bringing this to our attention, and we are committed to improving communication going forward.
Best regards,
Faraz
Customer Support
Avoid at all costs - no internet expected for a week
I've lost count of the number of issues we've had with Open Infra and Optyx.
The latest: we (along with many others in the neighbourhood ) have had no internet / broadband connection for over 2 days - nothing, zero. They think one of their third party firms cut through a line but as yet they have no idea who, how or where and can not provide an ETA for us to be back online.
Their best guess "...it might be next week". Can you imagine having no connectivity for over a week!? Mind blowing.
And as always, zero communication from them unless you call them.
All I can suggest is to stay away and do not be tempted by the supposed high speed.
3 de dezembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Customer,
Thank you for taking the time to share your experience. We sincerely apologize for the issues and frustration caused by the internet outage. We completely understand how challenging it is to be without a connection for an extended period.
To stay up to date on ongoing service disruptions and estimated restoration times, we recommend visiting our website, where we continuously post the latest updates.
We appreciate your patience and hope your service will be fully restored soon.
Best regards,
Shawn
Customer Support
Great service
28 de novembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Hi Rupesh,
Thank you so much for the great feedback! I’m really glad I could help and that you had a good experience with the service. If you ever need anything else, I’m here for you.
Best regards,
Shawn
Customer Service
BROADBAND SERVICE OUTAGE
In 2 YEARS, A VERY SERIOUS ISSUE WITH THE SERVICE TO THE WHOLE AREA, BUT WAS RESOLVED SATISFACTORILY, AND OPTYX CUSTOMER SERVICE WAS ACCESSIBLE, KEPT ME UPDATED AND WERE VERY HELPFUL. A RARE EXEMPLARY CUSTOMER EXPERIENCE
8 de outubro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Sury,
Thank you so much for taking the time to share your experience! We’re glad to hear that the broadband outage was resolved and that our team was able to keep you informed and supported throughout the process.
It means a lot to us to know that our customer service made a positive difference. We always strive to provide timely and helpful assistance, even during challenging situations.
Thank you for your patience and for sharing such kind feedback!
Best regards,
Shawn
Customer Service
I wish I had not signed up to this…
I wish I had not signed up to this company. The Internet has gone twice in the past 2 months, and when it's down,it's down for at least 4/5days.They promised that the Internet would be up and running by Saturday 13th ,this had not happened .Will be cancelling this contract ASAP. DO NOT SIGN UP.
13 de novembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Lydia,
We are truly sorry to hear about the issues you’ve experienced and completely understand your frustration. We sincerely apologize for the delays in resolving the recent service outage. Our technicians are working diligently to fix the problem, but sometimes unforeseen complications can arise that unfortunately extend the repair time beyond what was initially expected.
Please know that we genuinely regret the inconvenience this has caused and appreciate your patience while we work to restore your service as quickly as possible.
Once again, we apologize for the disruption and the frustration it has caused.
Kind regards,
Faraz
Customer Support
William was very helpful and very…
William was very helpful and very informative and very polite
13 de novembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Hi Luke,
Thank you so much for your kind words! I’m really glad I could help and provide the information you needed. Please don’t hesitate to reach out if you need any assistance in the future.
Best regards,
William
Customer Support
Reliable service and staff
Very engaging, knowledgeable, and helpful staff in introducing, setting up, and delivering service.
7 de novembro de 2025
Opinião espontânea
Resposta da Open Infra UK
Hi Jason,
Thank you so much for your kind words! We’re thrilled to hear that you found our team engaging, knowledgeable, and helpful during the introduction, setup, and delivery of your service.
We always strive to provide the best possible experience for our customers, and it’s wonderful to know that it made a difference for you.
Best regards,
Faraz
Customer Service
Speedy service
High quality cleint service and managed to get broadband service on the same day
24 de outubro de 2025
Opinião espontânea
Resposta da Open Infra UK
Dear Eric,
Thank you very much for your kind feedback! We are delighted to hear that you were satisfied with our service and that we were able to provide your broadband connection on the same day.
We greatly appreciate your trust and are always here to assist you with any future questions or needs.
Kind regards,
Shawn
Customer Service
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