"Fibre cable problem - lack of customer service - problem solved"

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.

"Really fast internet! "

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.

"Do not use, zero customer service"

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…"

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"

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

"Fabulous service"

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

"Brilliant"

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

"Colchester connection "

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.

"Literally no contact"

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…"

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