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... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
I wanted to configure my router and William at customer support took me through the process step by step. He had to check some details with an engineer but phoned back very promptly. A superb service... See more
Company replied
I recently switched my Internet Provider to Fibrewave having had Open Infra install superfast broadband in my street. I'm not very tech-minded and, initially, I wasn't able to connect to Fibrewa... See more
Company replied
Easy, seamless transition from my old provider to Openinfra. Very competitive price. Setting up was so easy- Shawn and William were so helpful, knowledgeable and patient Thank you guys
Company replied
Company details
Written by the company
Open Infra builds, manages and develops fibre infrastructure for households, businesses & municipalities in Sweden, Germany, USA, Norway & United Kingdom.
Contact info
United Kingdom
- 0808 175 0904
- info.uk@openinfra.com
- uk.openinfra.com
3.4
Average
255 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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.
February 23, 2026
Unprompted review
Reply from 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 .
February 18, 2026
Unprompted review
Reply from 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
January 22, 2026
Unprompted review
Reply from 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.
January 6, 2026
Unprompted review
Reply from 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
December 22, 2025
Unprompted review
Reply from 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.
December 15, 2025
Unprompted review
Reply from 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.
December 1, 2025
Unprompted review
Reply from 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!
December 1, 2025
Unprompted review
Reply from 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.
December 3, 2025
Unprompted review
Reply from 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
November 28, 2025
Unprompted review
Reply from 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
October 8, 2025
Unprompted review
Reply from 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.
November 13, 2025
Unprompted review
Reply from 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
November 13, 2025
Unprompted review
Reply from 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.
November 7, 2025
Unprompted review
Reply from 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
October 24, 2025
Unprompted review
Reply from 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
Great service
Great service, no problems with internet service other than 1 outage which was caused by another external contractor
October 14, 2025
Unprompted review
Reply from Open Infra UK
Hi Patrick,
Thank you for your kind feedback!
We’re glad to hear that you’re happy with our service and that your internet has been working smoothly, apart from the outage caused by the external contractor. We appreciate your understanding and are always here if you need any assistance in the future.
Best regards,
William
Customer Service
Bad even before its started
What a shame. Thought this company would be what the consumer always wanted. Strong, fast connection and good customer service. I have called them 3 times to come and fit my external box as my current Internet contract is coming to an end.
They knocked on my door so many times In 23/24 but I can see they ain't gonna deliver.
The last conversation I had with them was a bit weird to be honest.
The guy told me they out source their engineers and their current contractor isn't meeting there needs. What?! Firstly are you a two bit company that doesn't have engineers internally and secondly you spoke to me like I was on the board , telling me a meeting should of taken place but hasn't and therefore, what? Stalemate? Literally there was silence after this.. It truly felt like the company was being run by 1 man and his dog out of a bedroom!
Think I'll move on as I was promised a phone call back and obviously that hasn't happened. Shoddy open infra...
September 25, 2025
Unprompted review
Reply from Open Infra UK
Hi Steven,
We’re very sorry to hear about your experience and understand your frustration. This is certainly not the level of service we aim to provide, and we take your feedback very seriously.
We will be sending a request via Trustpilot to obtain your contact details so that we can reach out to you directly and ensure your situation is properly addressed.
We sincerely apologize for the inconvenience and appreciate you taking the time to share your concerns.
Kind regards,
William
Customer Service
No out of office helpline?
We arrived home this evening to find our Open Ifra broadband was down. I have searched online (using my phone) for a help line. The only number I could find does not work out of office hours! How can there be no technical helpline available 24hrs/day when customers may bev relying on a reliable broadband service?? Am I missing a number??
September 23, 2025
Unprompted review
Reply from Open Infra UK
Hi Nick,
Thank you for getting in touch. We completely understand how frustrating it is when your broadband isn’t working and support isn’t available outside office hours.
At the moment, we unfortunately don’t have 24/7 technical support, but we take your feedback very seriously and are reviewing how we can improve accessibility for our customers.
We want to ensure that the issue is resolved and will therefore contact you directly to follow up and assist you.
We sincerely apologize for the inconvenience and appreciate you taking the time to inform us.
Kind regards,
Shawn
Customer Service
Had a very random Internet outage
Had a very random Internet outage. Whilst the first attempt led to an unwelcome result, I had a follow-up from Shawn who resolved the issue immediately.
We depend on the internet these days so it's important to have these star members on the team.
September 23, 2025
Unprompted review
Reply from Open Infra UK
Hi Aarif,
Thank you so much for your kind words! I’m really glad we were able to get your internet back up and running quickly. I completely understand how disruptive an outage can be, so it’s great to hear everything is working smoothly now. It was my pleasure to help!
You can always reach out if anything comes up—I’m happy to assist anytime.
Best regards,
Shawn
Customer Service
So happy for the support and the team
So happy for the support and the team
July 18, 2025
Unprompted review
Reply from Open Infra UK
Dear Mr. Alireza Riyahi,
Thank you very much for your kind feedback! We are delighted to hear that you are happy with the support and our team.
We are always here if you need any assistance in the future.
Best regards,
Faraz
Customer Service
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