Complaints

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

close

Find a Location

Open Infra Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Open Infra Inc.

  520 N Loop 288 Denton, TX 76209-4908

  
• 

  Open Infra Inc.

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Open Infra came around about January of **************************************************************** December of 2023 they came and installed the equipment inside my house and ran the cable to the road and then nothing for months. Then they finally came and ran most of the cabling at the road, they put 2 big boxes on one end of my property. But since early September 2024, no one has been out to finish working on anything. I still dont have any service and when I call or email there customer service they have no information on when anything is going to get done. I am to the point now where I want them to come get there c*** off my house and get off my property.

  

  Business Response

  Date: 04/15/2025

  We apologize for the inconvenience and appreciate the customer's patience.  Unfortunately, we do not have a set date to resume construction work in ***** at this time.  The homeowner should expect a call from our customer service department soon to discuss a resolution for the equipment.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are my internet fiber and service provider. My internet went out Tuesday night, February 18 at 8:30 pm. I contacted them Wednesday to report the issue. I went through all of the home remedies and the issue was not corrected. I was told that it would take 4 business days for a technician to come to my property to fix the issue. Today, February 24th, is the 4th business day and I have no scheduled technician for the repair. I am in need of repairs immediately and they have no one to contact but customer service. No supervisors will take my call. Please assist and warn others. Thank you very much and regards. **** ********. ************. ********************

  

  Business Response

  Date: 03/06/2025

  This issue sounds like it should be handled by the homeowner's **************** Provider.  We have reached out to the *** on behalf of the customer.  It does appear that the issue has been resolved.  We have requested the *** credit the customer for the time the services were down.

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem began in May, 2022 when Open Infra sales **** entered our private gated community in ***********, ** and began soliciting contracts for their service. As President of the ***************************, I informed them of requirements for solicitation and permits to conduct such business. I even contacted and appeared before the Town Council to alert them of your activities.Soon after that, a construction crew started tearing up our neighborhood and laying cable...without a permit. I went thru the Town Council again.....nothing.Two and a half years later, too many emails and phone calls to count, and no one answering the door at the Loop 288 office, and a Ticket # now 6 months old, I still have unused cables sticking up out of the ground in several front yards and laying along the main street.However, I do understand that recently **** were in our neighborhood again soliciting!!!The only excuses I have received is that the company is busy.I have even threatened to have the cables cut and removed, and no response.This company needs the lowest BBB rating possible.

  

  Business Response

  Date: 01/29/2025

  We do sincerely apologize for the inconvenience this has caused.  Unfortunately, we have undergone some staffing changes as well as reduced our staff to a skeleton crew.  We have parted ways with the subcontractor because of complaints like this--cables sticking out, holes left unfilled, and trash strewn about.  We have passed along the concerns of solicitation without a permit to the third-party sales team we have used.  Additionally, we are in the process of finding a subcontractor who can complete this work as completely and safely as possible, following all federal, state, and local laws.  We anticipate being able to start in that area in a few weeks.  We know this is probably not the answer the homeowner was hoping for, but that is the information that is available to us right now.  Again, we sincerely apologize, and we do appreciate having this brought to our attention.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I start? Open Infra was 6+ months late connecting my service. The installers who buried the cable from the street to my building did so poorly that the fiber is exposed in several areas. The first contact attempt resulted in an email reply days later stating someone would contact me to resolve the issue. Now several months later, nothing from anyone. Today our service is down again (there are frequent service issues) and placing a call to "customer service" resulted in me being told that I should be contacted by someone within 4 days... 4 days! The person told me that the service issue is likely from a cut or damaged line. Shocker, could it be from the exposed fiber across my property? This company has NO customer service **** in the ************* and has no way to reach anyone who can provide any real immediate results. In all of my many calls to rectify past issues the person on the other line could not provide me with anyone in my area to handle my issue and instead would tell me "I've sent it to our development team" and that I should be contacted shortly. I don't recall a time where they actually ever contacted me without me having to call in and complain and even then it would be days sometimes a week or more before I'd be contacted. Emailing pretty much yields the same results. I could go on about all of the lengthy service and billing issues but there isn't enough space here. This company is by far the worst service company I can remember ever dealing with. It is so poorly run. So as it sits I have no internet at my business and who knows when I will again. Based on all of my experience with these folks it could be a week, two, three or more. I want my internet fixed and I want a bill adjustment.

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the inconvenience this is causing.  Our stateside *** has been trying to reach the homeowner to discuss crediting the account, as well as scheduling a time to send a technician out.  Please reach out to customer service at ************, or ********************************************* and ask them to be forwarded to the Texas office.  Again, we apologize, and we look forward to working together to get this straightened out.

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for ***** Internet to my home with the promise for it to be completed by Christmas of 2022. As of today, December 9 2024 it has not been completed. I learned today my next door neighbor had their Internet working for a year now. I have called the company at least a dozen times. I signed my initial contract on June 29, 2022. They state work still has to be completed at my residence and they do not have an installation team in *****. one call they stated the fiber was "stuck" underground. they also left a giant hole in the ground in my front yard, which i covered after 6 months.

  

  Business Response

  Date: 03/06/2025

  Unfortunately, we do not have a concrete date for when we can resume construction in that area.  While much of that area is live, we still need to bring in another construction team.  We are working on contracts at the moment and hope to resume soon.  We understand this is not an ideal answer, but we plan to update the homeowner when we are ready to begin again.  We really appreciate the patience and apologize for the inconvenience.  

  Customer Answer

  Date: 03/06/2025

  I am rejecting this response because:   Customers are obviously not a priority for this business.  my next-door neighbor has had their fiber internet working for over a year.  if Open Infra has staffing issues it does not take a year to resolve them

  

  Business Response

  Date: 03/16/2025

  We do apologize that the response is not what the customer would like to hear.  Unfortunately, our agents have given him all available updates.  While neighbors may have service, we have to send a new team out to complete work that wasn't in phase one.  We have a new subcontractor working on that now, and as soon as that area has been re-permitted, we can begin work.  Our local agent has the customer's number ready to call when work resumes.

  Customer Answer

  Date: 03/16/2025

  Can i keep this case open until i get a schedule from the business? 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been without service since 10/24/2024. Keep getting it will be escalated and someone would contact and have repair done within 1 to 4 days. Will is been past the 4 days and still noone had contacted out showed up to do any repair. I pay for a service on time and repairs should be done in a timely manner as well. But I'm not getting it. Everyone gives me a different answer when I try and call and nobody seems to have an answer if when my service will be restored.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roughly 2 week prior to October the 30th, open infra was digging trenches in front of properties to bury their Internet cables. Open infra dug across my driveway and when they were finished it left a large dip at the end of my driveway. I have made several attempts to open infra to fix this issue and have heard nothing back. I am not a customer of ********************** but could not avoid them digging on my property. Below is the ticket # for open infra.

  Customer Answer

  Date: 02/27/2025

  Yes I was contacted by email from a ******* women, asking for pictures of damages. I sent said pictures and got no response. 2 months later, I emailed her again, telling her I haven't heard from her. She responded 2 days later again asking for proof of damages again, even though I had already sent them. I feel she was just responding so she could say that she did. Nothing has been done and I have heard nothing pertaining to the pictures I have sent them.

  

  Business Response

  Date: 02/28/2025

  The pictures the homeowner sent over are unclear as to what the damage is.  There does not appear to be any kind of dip in the driveway from what our supervisors can see.  The homeowner was asked to send in clearer pictures so we could take the next steps.  Once that is done, we can move forward.  

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OpenInfra installed fiber optical lines, using an easement, and ruptured sprinkler lines. They asked for and received receipt for repairs and have not paid for them. Multiple phone calls results in someone working from home saying they will escalate the claim and return call. Neither has happened.

  

  Business Response

  Date: 01/07/2025

  We sincerely apologize for the inconvenience and delay in response.  Unfortunately, we have undergone major staffing changes, including reductions, and reassigning tasks has taken longer than expected.  We have reached out to the customer and received copies of the repairs.  We are processing the paperwork for reimbursement.  We appreciate the homeowner's patience as we worked through these issues.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a contract with Open Infra to provide broadband internet to our home. We lost internet service on the evening of 10/3/2024. Today is 10/16/2024. I have called the Open Infra Service Desk nearly daily to get help. I have written several emails. I asked to speak to a manager - no response. The service desk finally assigned me service ticket #****** on 10/8/2024 for a technician to come to my house on 10/11/2024. No one came. I called several more times and wrote several more emails. Still no technician. I work from home and my son has remote university classes. We depend on the internet. We need it repaired. The neighbors lost internet for a few hours, but it came back - ours has not. This is unacceptable.

  Customer Answer

  Date: 11/04/2024

  My service was finally fixed after 3 1/2 weeks of being down.  However, now they want me to pay for that period and I refuse.

• Initial Complaint

  Date:10/07/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When service lines were being installed on my road, Open Infra contacted me to set up a connection from the road to my home. I agreed and signed a service contract. They dug up my yard, drilled holes in my house, and installed equipmentall of which was fine. However, three years later, I still have no service. I cant speak to anyone locally who understands the situation, and the representatives I do reach, thousands of miles away, are unable to provide any information about when service will be activated. They also refuse to remove the equipment from my home due to the contract, even though its Open Infra that has failed to fulfill their end of the agreement. Id love to have the service, but they seem incapable of delivering it and wont address the issue. Im stuck in a contract they are not honoring, with no way forward as no one calls me back or schedules a service visit. I need to sign with another provider for internet and wont be held hostage by a contract that Open Infra refuses to uphold.

  Customer Answer

  Date: 03/05/2025

  In reply to you message. I have had no communication from the business at all.  

  

  Business Response

  Date: 03/12/2025

  We sincerely apologize that we are unable to provide open fiber to the customer at this time.  We have spoken with him and have mutually agreed to a cancellation.  Once the projects resume, we hope to reach back out and regain his trust.

  

  Business Response

  Date: 03/20/2025

  We sincerely apologize that we are unable to provide open fiber to the customer at this time.  We have spoken with him and have mutually agreed to a cancellation.  Once the projects resume, we hope to reach back out and regain his trust.

  Customer Answer

  Date: 03/20/2025

  The business finally did reach out to me and agreed to cancel my contract.  While this does free me it does nothing to address the equipment they have abandoned on my property and home.  No does it address the endless dumping of equipment and supply and trenches they have left presenting dangers to everyone who is near all this mess that has been there for over 3 years!