"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?

"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.

"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.

"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

"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!

"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

"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

"Scare-mongering an elderly lady down the phone"

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.

"Very disappointing, No communication at all"

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.

"Super fast at a great price "

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 !