Reviews

This profile includes reviews for Open Infra Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Open Infra Inc.

  520 N Loop 288 Denton, TX 76209-4908

  
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  Open Infra Inc.

  8800 US Highway 380 STE 800 Crossroads, TX 76227-2516

  

Review Details

• Review fromTerry W

  Date: 05/16/2025

  1 star
  They **** they tell you your going to get ***** ********* never even got over 600 mgb im paying for the ***** a ********** only getting ***** mgb every device in my house buffers o we & over

• Review fromBrigham W

  Date: 05/01/2025

  1 star
  Worst customer service I've ever had when it comes to dealing with issues. We work from home and have been without internet for 3 weeks now and counting. They never call you back. You might get an email from their field service department saying someone will call you back in a couple of hours to sit an appointment, but that never happens. Trying to find a way to get out of the contract without paying their penalty fee's.

• Review fromSarah S

  Date: 03/26/2025

  1 star

  Sarah S

  Date: 03/26/2025

  This is the worst company. We have been without service for nearly a week. We, along with our neighbors, have called multiple times and are always told that we will get a call back to set up a time to get it fixed, but no one ever calls back and we are still without service. We have explained that we both work from home and need the internet to do our jobs, but they dont seem to care about that. They do not care about their customers AT ALL! I will be contacting **** to switch as soon as we possibly can.
  

  Open Infra Inc.

  Date: 04/25/2025

  Dear *****,We would like to begin by offering our sincere apologies for the situation you have experienced. We truly understand how frustrating it is to be without internet access, especially when both work and everyday life rely heavily on a stable connection. This is certainly not the level of service we aim to provide, and we deeply regret the inconvenience this has caused you and your neighbors.The prolonged outage was due to a major disruption in our fiber network in your area. Our technicians worked diligently to identify and resolve the issue as quickly as possible. Unfortunately, during large-scale outages, our customer service team experiences a significant increase in call volume, which may lead to longer response times than usual but please know that we always do our utmost to respond to every customer as promptly as we can.We would also like to mention that service status updates are continuously published on our website, where the latest information can be followed in real time.Fiber networks are generally very stable, but they can occasionally be affected by external factors such as excavation work, cable damage, or technical faults that require more extensive repairs. We always prioritize resolving these issues as swiftly and efficiently as possible, though we understand that delays in communication can add to the frustration.Thank you for taking the time to share your experience your feedback is invaluable in helping us improve. We sincerely hope we will have the opportunity to restore your trust.Kind regards,*** ****************

• Review fromRobert C

  Date: 12/13/2024

  1 star

  Robert C

  Date: 12/13/2024

  I differ. Open Infra does a lot of property damage installing their cables, promising to repair the damage when they're completed. They don't! Then the service itself is spotty, erratic, you never know when you're going to have service and when you're not. Save yourself a lot of trouble, don't sign up with open infra!
  

  Open Infra Inc.

  Date: 04/25/2025

  Dear ******,Thank you for taking the time to share your experience even though its difficult to read, we truly value your feedback. We would like to begin by offering our sincere apologies for the inconvenience and frustration you have encountered regarding both the installation process and the service itself.We understand your concerns about property damage during cable installation, and we fully acknowledge the importance of restoring all affected areas as promised. This is a responsibility we take seriously, and if this has not been completed to your satisfaction, we would very much appreciate the opportunity to investigate further. Please contact our customer service team with your address and details so we can ensure appropriate follow-up.Regarding the stability of the service, we recognize how critical a reliable internet connection is. Our fiber network is designed to deliver consistent, high-performance connectivity, and any instability is not in line with the quality standards we strive to uphold. Our technical team is available to address and resolve such issues as quickly as possible once they are reported.We sincerely regret that your experience with Open Infra has not met expectations. Our goal is to provide high-quality service both in our infrastructure and in the way we support our customers. Your feedback is important and helps us improve.Kind regards,****** ****************

• Review fromJan S

  Date: 11/15/2024

  1 star

  Jan S

  Date: 11/15/2024

  They came out here a year ago and we eagerly signed up. We have been tortured by *********** and *********** for years, and we were delighted to get away from old DSL to the latest & fastest, fiber. They are covering large areas of my county. When they first started digging, people lost their access to water and sewer because OI was digging them up. The county had to shut them down until they fixed all the damage. They also instituted rules about digging that OI should have already been familiar with.They finally showed up this summer (2024), and installed the cable. Before they left they said it was ready. It did not work. The modem had a red light on it. We called OI and told them that the red light was on on the modem. They sent a guy who took 1 look at the modem and said, "When the red light is on, I can't fix it." He said someone would call me at the first of the week to send a tech out that knew how to fix it. They never called. I called them. They knew nothing. They sent someone out who "fixed" it, only it still didn't work. They finally got it up and running for about a week. It is faster than DSL, but not by much. Now there's an "outage." After a signal week, we lost our internet last night. This morning we still didn't have it. I called and they said that it was back up and should be working. They've been at it all day and still no internet. These people are the fiber optic version of Centurylink, Brightspeed, and Lumen. It's a clown show. I haven't paid them anything yet and I'm not going to. I'm canceling the contract. Why would I pay $100 a month for more of the same?
  

  Open Infra Inc.

  Date: 04/25/2025

  Dear ******,Thank you for sharing your detailed feedback and for taking the time to document your experience. We sincerely regret the frustration you went through during the installation and activation of your fiber service. Your concerns regarding the impact of the initial construction, delays, and technical challenges are entirely understandable, and we truly apologize for the inconvenience this caused.Since your review was posted, we are pleased to confirm that the issues you encountered have been resolved. Were glad that your service is now up and running as intended, and we hope that your experience since then has been significantly improved.That said, we fully recognize that your first impression was far from satisfactory. We take your comments seriously and are continuously working to improve our communication, coordination with local authorities, and the speed and quality of our technical support. Reviews like yours are important reminders of how critical it is to not only provide reliable infrastructure but also a responsive and professional customer experience.We truly appreciate your patience during the early stages of your service, and we hope youre now enjoying the full benefits of fiber connectivity.Kind regards,Oualid ****************

• Review fromEdward B

  Date: 10/02/2024

  1 star

  Edward B

  Date: 10/02/2024

  ****** customer service. Urgency to fix problems is non existence.secretive about problem
  

  Open Infra Inc.

  Date: 10/07/2024

  The customer has been informed on multiple occasions the build is delayed but appears he does not want to believe the answer. While in the area there are customers being activated, his area is delayed due to construction issues the team are working through.Unfortunately, this customer has continually phoned customer service and proceeded with foul and abusive language. During the last call on October 1, 2024, on 6 different occasions he used profanities towards the customer service representative who advised him he she would hang up. Despite the warning, the profanities continued, and the CS agent hung up. While we appreciate the customer's frustration and the want for the internet, there is no place to abuse the agents responding. He has been placed on a DO NOT contact list for the continuous abuse on each of the calls aimed towards the Open Infra agents.

• Review fromKen M

  Date: 08/21/2024

  1 star

  Ken M

  Date: 08/21/2024

  Open Infra seems to be a company that operates very well when everything is working. I have great speed and seldom have issues. The problem comes when things seem to go wrong. When a line is cut or service is required they are HORRIBLE!!!! I have never delt with a service company that provides such lousy service. I will say, I had people doing work in the yard that caused the issue by cutting the line. These things happen. I called for service and immediately got a person which is rare in this day and time so i appreciate that. That is the only good news. this is simply an answering service for as much as I can tell. I called in on a Friday AM and they said they would submit a ticket and get someone out ASAP. I asked if that meant today, Saturday or when? they said maybe today but if not, then tomorrow. Today is Wednesday and nothing. I have called every day to ask when and all I get is, I'm sorry and we will "escalate" the ticket with another empty promise. I would give them zero stars as they have done NOTHING TO EARN EVEN ONE star. Find a different provider if service is important to you!!!
  

  Open Infra Inc.

  Date: 10/03/2024

  We apologize for the inconvenience and the delay in responding to this review. We are working hard to update some of our processes. Unfortunately, we are still a very small company with few technicians who can arrive on site to respond to any issues. After reviewing this case, the customer contacted us August 16th, and due to other issues already in play, we did have to subcontract this out. A technician was at the home on August 22nd, and we can see that the link has been up since then with no further issues. Again, we sincerely apologize that this response slipped through the cracks. Should the homeowner need further assistance, he can reach out to **********************************************

• Review fromE. R.

  Date: 07/22/2024

  1 star

  E. R.

  Date: 07/22/2024

  I would rate them lower if I could. My yard was damaged in October 2023 when the contractor had to dig a large (approx. 8' x 8' x 4') hole in my front yard to locate a broken line they had during their main duct/line installation. After finding the break and fixing it, they simply covered up the hole and left all the rocks with bare dirt and called it done... I contacted the customer service ***** numerous times and and they issued multiple "ticket numbers" and repeatedly told me they would "escalate the ticket". I simply want them to smooth out the site, add top soil and replace the sod (leave it how they found it). At some point in later fall I gave up communication with customer service for the time being due to the fact that if the replacement grass were to be applied, it would not take hold due to the cold weather. Skip forward to spring of 2024. I have again contacted customer service (including pictures of the damage) at least a half dozen times with my complaint and request for action. Once again I have received even more "ticket numbers" generated and emailed back to me. In addition, I have requested customer service to please have someone (a supervisor) call me to explain the issue and I have not had a call from any person from Open Infra. I was informed that the supervisor at the ******, ************ was "*******", and I have asked customer service to please have him call me. NO CALL from ******* or anyone else. All my request for action or a call back have been ignored. This is totally unacceptable.
  

  Open Infra Inc.

  Date: 04/25/2025

  Dear ****,Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you have experienced regarding the damage to your yard and the lack of follow-up from our team. We completely understand how disappointing it must be to feel that your concerns have not been properly addressed despite multiple attempts to communicate.Although this review is from several months ago, we want to assure you that your case is still important to us. We deeply regret that your interactions with customer service have not met your expectations, and we understand that the lack of response and resolution has been unacceptable. A customer service representative will be reaching out to you directly to confirm that your issue has been resolved, and to ensure we address any remaining concerns you may have.Once again, we apologize for the oversight, and we are committed to making this right for you. Thank you for your continued patience as we work to resolve this matter.Kind regards,Ramil ****************

  E. R.

  Date: 04/30/2025

  In light of how long it takes for your company to reply/respond.... I will not be holding my breath waiting for your call!!! I've had zero contact from anyone from your company to date.....

• Review fromShayna P

  Date: 07/08/2024

  1 star

  Shayna P

  Date: 07/08/2024

  This has been the most frustrating company when canceling the service. I called back in mid-June to cancel since we were moving in July. Come July I am fully charged for another month. I called back to be told no problem we will cx and refund you the prorated amount, here we are again calling as the service has still not been cancelled and there has been no refund. Every time I call I have to re-explain the situation, please take notes in your system! I had no issues with them for the past 2 years but this is a nightmare to cancel.
  

  Open Infra Inc.

  Date: 07/12/2024

  We apologize for any inconvenience caused to the customer. We do show that customer requested to have her service cancelled on July 8, 2024, and that service was cancelled. A refund was issued.

• Review fromSam N.

  Date: 05/26/2024

  1 star

  Sam N.

  Date: 05/26/2024

  I received a Fiber Optic cable installation in ******* Estat?es in ***************** on 7 March. I cancelled my **** cable internet and hired a professional MESH WI-FI installer to wire my residence at considerable expense. The internet functioned perfectly until 15 May when the router Alarm Light indicated Red and the internet connection ceased. I contacted customer service on or about 16 May and conducted some troubleshooting over the phone. That was to no avail and was told at that time a service technician would contact me. I called again on 17 May and was told that there were only 2 technicians that had to come from ****** ***** and that there would need to be several service calls in the area for one to be dispatched. On the 20th of May I was told a technician would be out to repair on the 23rd of May. I took off from work to be available for the technician in the afternoon and was told I would be contacted before he arrived. A technician never arrived and I was never contacted. I called in the afternoon to discover that the technician was not coming. I have requested to speak to management on several occasions via customer service and to date have never been contacted. I have been told by customer service that the issue has been elevated but still have no projection of when a repair is possible. Meanwhile I have had to purchase a temporary internet solution to get my minimum internet household functions operational. This coming Wednesday will be 14 days without internet. I would consider that a crisis and not in keeping with the service advertised when I was sold the Fiber Optic installation or aligned with the OpenInfra Values advertised on their website. I remain hopeful that at a minimum this note will generate a call from mgmt. with a solution for repair ASAP. I do hope this problem can be resolved quickly and amicably.
  

  Open Infra Inc.

  Date: 06/14/2024

  We sincerely apologize for the inconvenience. Our system indicates the homeowner is back online. Our customer service department will be reaching out to discuss credit for the missed time.