Optyx Broadband Reviews 66

Service was great when it worked but was down at least once a month for varying reasons. The infrastructure was due to fail from the beginning as they didn't use a large enough switch at the very start of entering Hernando County and putting trunk lines in. Customer service is beyond terrible. I didn't have a contract with them and canceled service when I purchased a new home. I continued to receive bills, phone calls, email and mail to this day which is 9 months after I ended service. These are not past bills, They are still trying to charge me for service I do not have or use at an address that I no longer live at. I have contacted them multiple times to no avail. Just got a new bill today.

Been with them just 20 days so far, so perhaps a little premature. However, Have written 4 separate emails finally made a formal complaint. Never had a response or reply, automated or otherwise. No acknowledgement.
Have called a number of times, When a rep did pick up on several occasions, was very polite and supportive, however did not solve issues at all. On One call I was informed days after being promised the engineer, that they will Not come out to visit due to Rainy day.
Poor Service Standards
Terrible installation - router left on study room floor
Cables/wires loosely, little to no support.
Connectivity appalling - dropping out. Slow,
encouraged to purchase Booster was told can place anywhere however that is not so can only connect to box as the instructions state. Reason for purchase as apposed to engineer visit which was the original agreement - engineers will not come out due to rain. Again, only 20 days so far so perhaps too early however the signs are extremely ominous.

Horrible Service from Start to Finish. They lie to bait you in and once your with them, they will slam your credit with accounts(yes each month opened a new account on my credit report). I got on the early setup they installed the modem, cut my active att line which caused and outage, then installed the neighbor which they cut my line at the box and caused another outage. Then when they fully activated their service it was bad, I mean constant outages, promises of bill credits. Not to mention when it went down it went down at times that you couldnt reach them and it would be an all day event to days at a time. After many months of bill credit lies and constant outages, I went back to att in feb 2025. Contacted them the only way u could to have my account closed and to get them bill credits applied to jan balance. They ignored, and ignored. Next thing I know Im getting alerts about many accounts being reported on my credit by them for each month it was a new account, thats fraud. When I talked to the collection agency they noticed it too and said thats they way their reporting it, hmm fraud! As of today i owe $0 but they keep billing me for a non exsistant service. I do not have them and havent since feb 2025. They are pushing me to file a class action lawsuit if it dont stop!

Excellent customer service William Engblom very polite and professional

I had an excellent experience with Faraz from Customer Services. He understood my issue right away and resolved it quickly and efficiently. What impressed me most was that he handled the entire process from start to finish, without passing me around to different departments. It's refreshing to deal with a company where one dedicated person takes full responsibility and sees the issue through. Outstanding service!!

I have had a great experience with Optyx Broadband and Open Infra in setting up their fibre package in my house.

We had the ONT installed in 2023 (some time ago) when Optyx didn't exist but we had to serve out our BT contract until the end of 2024. However, in February I called up Optyx and asked the service agent to switch on the fibre. It was operational within 10 minutes and the agent was very helpful.

The wireless speed directly next to the ONT & router is as advertised around 250Mbps download and upload and we get the same for wired connections anywhere. However, moving further from the router the speed drops very quickly, close to 5Mbps in certain rooms on the other side of the house. I called up Optyx again, they suggested using a mesh network system in the house. While this was cost me around £100 on Amazon (I ordered the cheapest TP-Link Deco X10 system), it felt like a bargain given Optyx's monthly cost of £18 which was a half of our current BT price, especially given the speed of Optyx was 6 times quicker (250ish versus 45ish). The installation of the mesh network was quick and easy and actually added functionality to the network (renaming SSID and better security features) and meant we were getting 200Mbps all across the house which was plenty and actually more consistent than our BT broadband (advertising 60Mbps but we only receive 40Mbps around the house). Doing a quick calculation for the cost of Optyx: £18 x 12 = £216 versus BT: £35 x 12 = £420. This meant even with the installation of the mesh network which brings Optyx up to £316, we were paying £100 less and receiving 5-6 times faster WiFi.

Having now used the product for 3 weeks, I am happy to say we have minimal issues. WiFi has not cut out once, speeds are very consistent, never dipping below 250 Mbps directly next to the ONT and never below 180 Mbps anywhere in the house. We did experience 1 issue with the new WiFi geo-blocking Microsoft work accounts and BBC iPlayer, we called customer service and the agent fixed the problem in 5 minutes.

Overall, very happy, but I will update the review if we experience any issues. I would suggest that those who are dubious of the service give it a try while keeping their current broadband (BT/EE/Sky) and then will see that any issues are resolved before they cancel their old provider. Optyx offers a much faster speed at a cheaper price.

Very patchy service. They don’t have a service status page so point you at Open Infra who only put about one in 5 incident on their page. I’m currently, and not for the first time, waiting for over 3 weeks for a reply. Avoid

The internet is so unreliable and constantly drops, I have tried to have it fixed but it is just rubbish. I am trying to find out how to cancel is asap.

Communication is poor customer service work 8-5 Mon-Fri impossible to get through via phone and emails will take days to get a response and are generally generic asking me to reboot.
The network has become more unstable and drop outs are frequent. Geo -Location issue took 2 weeks to resolve, eventually a new IP address was issued. They do not offer compensation and after 2 week couldn’t be bothered to ask

I also was sent an invoice for £360 for a service I was never provided with. I was never connected to their broadband and even have an email I sent over a year ago telling them I don't want to use them and they sent me an invoice on 22nd Jan to be paid by 23rd Jan.

This saga all started in December 2022 with Open Infra. I would avoid anything to do with these companies.

I'm sorry to have to write this review. Things started off well, with super fast broadband and at a really good price.
However, for the past few months the service has been failing more frequently. Literally every couple of days.
They always seem to be patching things, which "will resolve the service this time".
Customer contact number has long waits. Took over an hour to get from position 25 to talk to someone, and then the answer is "we're trying, the engineers this and that".
Unfortunately can't recommend taking a chance with them if you need a reliable connection.

Do not be persuaded to enter into a contract with this company, reliability is terrible, there is absolutely no support or customer service.
They basically ignore e-mails, when you hold to speak with somebody you are just cut off. WORST ‘SERVICE PROVIDER’ I have ever had the misfortune to have a contract with.

Incredibly unreliable, I’m in North London and will look at alternatives, fast when it occasionally works. Goes down several times a week. I work from home and now considering replacing the service with 5G. Cannot recommend, get your act together Optyx / Openinfra you’re not a good company to deal with.

Terrible company - no reliable service, no costumer service to speak of. Self employed and working from home with frequent video calls. I am spending hours of unpaid time to get it back to work and get unhelpful generic answers. Now even their helpline is not working.

Frequent long disruptions, no customer service to speak of (45-90 minutes wait time on the phone and then unhelpful generic answers), no refund policy for weeks with severe disruptions, OpenInfra Status tab on their web is not updated (last entry 3.5 weeks ago). Waste of time. I am glad I kept my BT service. It only gives me 37MB/S but uninterrupted

Whilst I understand that Optyx is a new ISP in the UK using new infrastructure as well and on the whole the service has been "Ok" when it's available.

The problem is that is the availability. For the last week we've had intermittent drop outs, long periods of no connectivity and various other issues.

There is no communication forthcoming from the company themselves. On hold for 45 minutes at a time to be told a generic "There is a problem' message is not helpful.

Was going to sign up to these but after seeing negative after negative reviews I'll give them a wide berth. This company won't survive.

Can't go lower then 1. They don't send invoices. My cameras go down at least once a week. I had higher speed test on spectrum. I have a broken router they can't fix or replace.

WiFi has been dropping more and more and now won’t work at all. Can’t contact them by phone as it never goes through and they aren’t answering their emails. I use this for work and it’s essential to me and I can’t even speak to anyone about it so I will be cancelling this service

Pretty sure that optyx have 1 person on customer services who may be too busy to answer the phone!

The service is down and has been down now for over 7 hours without notifying their customers anywhere and for how long. You call customer services and you have to wait until 8am.

A new company trying to rollout a public service without a fully setup customer services team is amateur at best.

It's the second time this has happened in 2 days. Not happy at all.

Optyx broadband communication is key to succeeding in life! Stop ignoring your customers and fix up your poor service or we will leave.