I think the more recent reviews echo my similar frustration, but clear to see the engineers working hard to resolve the issue (in my street today). I appreciate you are still fairly new to the UK and... See more
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Review summary
Based on reviews, created with AI
Based on these reviews
I contacted the customer service reg the extenders which were installed yesterday. i was attended by Mr William Engblom. A very intelligent , polite and very efficient gentleman. He sorted out th... See more
Company replied
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 uncontactab... See more
Company replied
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... See more
Company replied
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... See more
Company replied
Sean was an absolute legend. The first thing he said was, we will sort this issue before we finish the call, that gave me reassurance straight away. My issue we very tricky and Sean went way over an... See more
Company replied
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 cur... See more
Company replied
Open infra is an amazing caring company, the 2 guys in the office I spoke to Oualid & Faraz are absolutely dynamic & caring. Told them that my internet is not working, the next morning Bruno the field... See more
Company replied
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
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 Th... See more
Company replied
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 extreme... 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
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... See more
Company replied
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 appea... See more
Company replied
Arranged new fibre deal - very easy to do via email, all clear and swift communication from Shawn. Ended up being cheaper deal than my existing (rubbish) connection with major TV network/broadband pro... See more
Company replied
My luck was in today when I got Shawn to help activate my Fibre Optic broadband. I’m a 77 year old and definitely not tech savvy. Shawn was so patient with me and guided me through the whole experie... 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
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... See more
Company replied
Great service, William helped me get my internet sorted through no fault of theirs. I had plugged a wire into the wrong socket! Very happy 😊
Company replied
Shawn was very patient and knowledgeable and fixed a long standing problem with our wifi hub while supporting the difficulties we had with our tv connection too. Really helpful, thoughtful and I thor... See more
Company replied
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 💪🏻 Ch... See more
Company replied
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 t... See more
Company replied
Shawn answerd my question fully, and even suggested additional things to consider. He was polite and helpful, and replied very quickly.
Company replied
As I get older, there seem ever more complex internet problems. I spoke to Shawn who patiently smoothed over everything when I didn't quite get it. Brilliant!
Company replied
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 help... See more
Company replied
My experience with Open Infra UK has been excellent throughout the process of changing our provider, In particular the customer support provided was prompt, patient and friendly. I would highly recomm... See more
Company replied
From a customer service perspective, the service has been excellent. Oualid took the time to work out challenges I was having with certain household items not connecting to the internet and helped me... See more
Company replied
Great service, no problems with internet service other than 1 outage which was caused by another external contractor
Company replied
Had Open Infra activated (London) a month ago and the experience has been top notch! Shawn from customer service has been brilliant on helping me to activate the service (took about a day after fibr... See more
Company replied
Fabulous service. I was sinking with my limited ability. I have never before had this level of service.
Company replied
Shawn was really helpful when ever we called . We are very happy with our wifi especially since we received our new box.
Company replied
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 th... See more
Company replied
Setting up my broadband service from Optyx ran into several issues last year, but now everything was sorted and is up and running perfectly. OpenInfra/Optyx is a reliable and understanding broadband s... See more
Company replied
I am happy with their customer service. Shawn and William are both very helpful. Thank you.
Company replied
Shawn was fantastic help. Walked me through the process and made everything very clear. Highly recommend.
Company replied
Great service. Really happy. All concerned are so helpful. Highly recommenced
Company replied
Fantastic customer service, easy switch and fast broadband. We are really happy customers.
Company replied
OK the cable provided was faulty but Shawn Mingus at Open infra was brilliant.
Company replied
A fantastic experience from start to finish. From the chaps excavating the pavements, to installation of boxes both external and internal to Oualid Aberkan from Customer Service I have had polite char... See more
Company replied
Very good conversation with the staff very helpful
Company replied
So happy for the support and the team
Company replied
Great improvement from my previous service very reliable
Company replied
Very quick service. The speed is 10/10
Company replied
Exceptional customer service and internet
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
241 reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
Speedy service
High quality cleint service and managed to get broadband service on the same day
October 24, 2025
Unprompted review
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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
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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
My experience with Open Infra UK has been excellent!
My experience with Open Infra UK has been excellent throughout the process of changing our provider, In particular the customer support provided was prompt, patient and friendly. I would highly recommend their service to anyone.
August 20, 2025
Unprompted review
Reply from Open Infra UK
Hi Caroline,
Thank you so much for your kind words!
I’m really glad to hear that the process went smoothly and that you felt supported along the way. It was a pleasure assisting you, and I truly appreciate your recommendation.
Wishing you the best experience with your new service, and don’t hesitate to reach out if you need anything in the future.
Best regards,
William
Customer Service
Great service
Great service, William helped me get my internet sorted through no fault of theirs. I had plugged a wire into the wrong socket! Very happy 😊
August 14, 2025
Unprompted review
Reply from Open Infra UK
Dear Customer,
Thank you so much for your kind words! I'm glad I could help you get your internet sorted, and no worries – these things happen! 😊
If you ever need any assistance in the future, feel free to reach out. Always happy to help!
Best regards,
William
Open Infra
Superb service
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
August 11, 2025
Unprompted review
Reply from Open Infra UK
Hi Len,
Thank you so much for your kind words! It was a pleasure helping you get your router set up, and I’m glad we could sort everything out smoothly. I really appreciate you taking the time to leave a review – it means a lot.
Best regards,
William – Customer Support
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Horrific
Horrific. Avoid. 18 months of broken internet. Only broken promises. Missed KPIs poor customer service. Ruined our WFH complaints ignored.
Switch back to sky.
They have the audacity to try and insist on continued payment when they never provided service
Taking legal action to recover the payments.
Avoid
August 4, 2025
Unprompted review
Reply from Open Infra UK
Dear Customer,
Thank you for your feedback, though we're genuinely sorry to hear that your experience hasn’t met expectations.
We’d like to clarify that we are a fibre infrastructure provider, and our responsibility is to deliver a working fibre connection to the property — which we have done. The issues mentioned appear to be related to in-home Wi-Fi coverage, which depends on your equipment and home environment and is outside our direct control.
We previously recommended a free Wi-Fi router that allows us to better monitor and troubleshoot your connection remotely. We also offered to escalate the matter further if needed, but we never received confirmation that the router was ordered or installed.
We remain ready and willing to help — but we do need your cooperation to move forward and resolve the situation.
Please feel free to contact us if you’d like further support. We’d prefer to work together toward a solution.
Kind regards,
Faraz
Customer Service
OpenInfra
Great support …
Shawn was very patient and knowledgeable and fixed a long standing problem with our wifi hub while supporting the difficulties we had with our tv connection too. Really helpful, thoughtful and I thoroughly recommend his service assistance.
August 1, 2025
Unprompted review
Reply from Open Infra UK
Dear customer,
Thank you so much for your kind words! I'm really happy to hear that we were able to finally sort out the WiFi hub issue and also get the TV connection working smoothly. It was a pleasure helping you out, and I truly appreciate your recommendation.
If you ever need anything else, just reach out — I’m here to help.
Warm regards,
Shawn
Customer Support
Shawn answerd my question fully
Shawn answerd my question fully, and even suggested additional things to consider. He was polite and helpful, and replied very quickly.
July 31, 2025
Unprompted review
Reply from Open Infra UK
Hi Duncan,
Thank you so much for the kind words! I’m really glad I could help and that you found the suggestions useful. Don’t hesitate to reach out if you ever have more questions — I’m always happy to assist.
Take care and all the best,
Shawn
Customer Support
My luck was in today when I got Shawn…
My luck was in today when I got Shawn to help activate my Fibre Optic broadband.
I’m a 77 year old and definitely not tech savvy. Shawn was so patient with me and guided me through the whole experience with such ease, thank you again Shawn.
July 30, 2025
Unprompted review
Reply from Open Infra UK
Hi Sarah,
It was truly a pleasure assisting you today! I understand that technology can sometimes be overwhelming, and I’m glad I could support you patiently throughout the activation of your broadband. Your kind words really made my day—thank you for taking the time to share them.
If you ever need any further help, please feel free to reach out anytime. I’m always here to help!
Take care,
Shawn
Customer Service
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Sean the LEGEND
Sean was an absolute legend. The first thing he said was, we will sort this issue before we finish the call, that gave me reassurance straight away. My issue we very tricky and Sean went way over and above. The issue was with the new router I had bought and not an Open Infra product so he could have easily said that he couldn't help but instead he guided me in downloading an app for the TP link and then talking me through each step to configure the new router to the black Nokia box. He was superb, an asset to Open Infra.
July 30, 2025
Unprompted review
Reply from Open Infra UK
Hi Kyri,
Thank you so much for your kind words! I’m really glad I could help and that you felt reassured during our call. I know tech can be tricky sometimes, especially with different products, so it was a pleasure to guide you through the steps and get everything working smoothly.
If you ever need any more help in the future, just reach out—I’m here to assist!
All the best,
Shawn
Customer Service
Impressed
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 Fibrewave once my old contract had expired. However, i got in touch with Shawn in Customer Services and he quickly arranged for an engineer (Bruno) to attend who was helpful, polite and gave me clear instructions for the next steps.
Shawn then made it his mission to help get me connected asap and I'm very grateful for his calm and patient manner and, again, clear instructions.
My upload and download speeds are now well over 900 Mbps and, hopefully, it will be plain sailing from here.
Even if there is a problem though, I'm confident that Shawn or one of his colleagues will respond quickly and helpfully.
I'm not one for leaving many reviews but we'll done Shawn, Bruno and Open Infra / Fibrewave for getting my broadband connection sorted.
July 29, 2025
Unprompted review
Reply from Open Infra UK
Hi Graham,
Thank you so much for taking the time to write such a kind and detailed review — it really means a lot! I’m so glad we could get everything sorted and that you’re now up and running with those fantastic speeds.
It was a pleasure helping you through the setup, and I completely understand how tricky things can feel when dealing with tech — but you handled it all really well. Bruno will be happy to hear your feedback too; he always aims to make things as clear and smooth as possible.
If anything ever comes up or if you just have questions down the line, don’t hesitate to reach out. Myself or one of the team will always be here to help.
All the best,
Shawn
Customer Service
Exceptional customer service and…
Exceptional customer service and internet
July 15, 2025
Unprompted review
Reply from Open Infra UK
Hi Ciprian,
Thank you so much for your kind words! I’m really glad to hear you’re happy with both our customer service and your internet connection. If you ever need any help in the future, don’t hesitate to reach out – we’re always here for you.
Best regards,
William
Customer Support
Shawn gets 10 out of 10
Shawn was really helpful when ever we called . We are very happy with our wifi especially since we received our new box.
July 14, 2025
Unprompted review
Reply from Open Infra UK
Hi Susan,
Thank you so much for your kind review – it really means a lot. I'm glad I could help whenever you reached out, and it's great to hear you're happy with your WiFi now that you’ve got the new box.
If you ever need anything else, just give us a call – we’re always here to help!
Best regards,
Shawn, Customer Support
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Broken promises
Open Infra carried out an intensive marketing exercise in the N21 area of North London in the early part of 2024. In February 2024 I was persuaded to sign an agreement for the installation and provision of a service package of full fibre to the home. In June 24 a team fitted internal and external wall boxes necessary to connect the fibre to my home and supplied a router.
After that the company sent various messages implying that the connection would be just weeks away. In March this year a team installed a fibre optic cable to the exterior box. In April and May further appointments were made to complete the connection. All that happened was that a technician arrived and confirmed that the work they had been sent to do had already been done (the installation of internal and external boxes).
On 16th May Customer Service sent an email in response to my enquiry about when I could expect to be connected stating ‘It seems that the project is expected to start within the next few weeks’. However, the latest answer to yet another follow up email was ‘Unfortunately, I do not have an estimated time for when the network will go live in your area at the moment.’
I cannot recommend this company as they seem unable to deliver on their promises.
July 10, 2025
Unprompted review
Reply from Open Infra UK
Dear Graham,
Thank you for taking the time to share your experience. I’m really sorry to hear how frustrating this process has been for you — especially after such a long wait and multiple visits that didn’t lead to a completed connection.
I completely understand your disappointment. The delays you’ve described and the inconsistent communication you’ve received are not in line with the level of service we aim to provide. You signed up in good faith, and it’s clear that we haven’t met the expectations we set — for that, I sincerely apologise.
I’ve flagged your case internally to ensure it gets the proper attention, and I will personally follow up with our network deployment team to see if I can get a clear update on the timeline for your area. While I can’t make immediate promises, I want to make sure your concerns are heard and acted on.
Thank you again for your honest feedback — even when it’s difficult to hear, it’s essential for us to improve.
Best regards,
William
Customer Support Team
Open Infra
Open Infra UK experience on first month
Had Open Infra activated (London) a month ago and the experience has been top notch! Shawn from customer service has been brilliant on helping me to activate the service (took about a day after fibre was installed and with light), including answering technical questions about the service and activating me on a public IP address. So far the quality of the service has been spotless, speeds are slightly over the advertised 250Mbps symmetrical connection, with latencies between 2 and 5ms, which is great! I can't long term comment on the provided router quality as I've been using my own infrastructure (router, switches and access points), but I tested the provider router for a few hours and the wifi seemed solid and connected devices got the full 250Mbps speeds as expected.
Very happy customer, and the customer service has been super responsive and supportive even with a more technical customer as I am!
June 11, 2025
Unprompted review
Reply from Open Infra UK
Dear Filipe,
Thank you very much for your thoughtful and positive feedback regarding your first month with Open Infra UK.
I am delighted to hear that I was able to assist you effectively with the activation and technical queries, and that your service has been performing excellently with speeds exceeding expectations. It is great to know that the latency and overall connection quality have met your standards.
We appreciate your use of your own infrastructure and are glad to hear the provider’s router also delivered solid performance during your testing. Your satisfaction, especially as a technically knowledgeable customer, is very important to us.
Please do not hesitate to reach out if you need any further assistance or have additional questions in the future. We are always here to support you.
Kind regards,
Shawn
Customer Service
Excellent service
I contacted the customer service reg the extenders which were installed yesterday. i was attended by Mr William Engblom.
A very intelligent , polite and very efficient gentleman. He sorted out the issue within 15 minutes.
The whole system is working perfectly now.
BIG thanks to William and best wishes
June 11, 2025
Unprompted review
Reply from Open Infra UK
Dear Mr. Satsangi,
Thank you very much for your kind and generous feedback.
I am delighted to hear that I was able to assist you efficiently with the extenders and that your system is now working perfectly. Your words of appreciation mean a great deal to me and serve as a wonderful motivation.
Should you require any further assistance in the future, please do not hesitate to contact me or our customer service team. We are always here to help.
Wishing you all the best.
Kind regards,
William
Customer Service
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