Review Time
Entering day 17 of no internet. I get a line was cut. However, not solving the problem for 17 days and counting?? I get downtimes can occur. Open Infra US is trending a downtime that could easily be over 30 days in the last 6 months.
I regret switching from my previous provider to OpenInfra via Sumofiber. This fiber internet service has proven to be extremely unreliable. We frequently lose our internet connection multiple times a week, and sometimes even several times a day, even when the service is supposedly at its best. When outages occur, good luck getting a speedy resolution. Customer service is not worth contacting; it feels like a waste of time. I've lost count of how many emails I’ve sent, only to receive responses days later that seem automated and lack a personal touch. The replies from the company are often just generic copy-and-paste responses, giving the impression they don’t truly understand our concerns. If they did, they would focus on making their service significantly more reliable, which it currently is not. I plan to switch to another provider soon and strongly advise others to avoid this company. Recommending them could jeopardize friendships and family relationships.
The representative was outstanding and assisted me in restoring my Internet connection when it was down. They were very prompt in responding to my emails and called me quickly to help troubleshoot the issue. Their customer service exceeded my expectations. They were wonderful, understanding, and incredibly kind!
I experienced significant speed problems that caused me to lose access to streaming services for nearly two weeks. After reaching out via email, a representative called me back. She was incredibly patient and dedicated 30 minutes to help reset my system and restore everything. Excellent customer service!
After sitting on hold forever twice, and then leaving my number so I could get a call back - which never happened, and then sending in 2 emails on 2 separate days, I FINALLY got a response from Jim in customer service - and he was incredible - not only did he research the issue and give me information, but he followed up consistently. HE WAS A LIFESAVER!!!Thank you JIM!!
Hanna demonstrated exceptional listening skills when dealing with my current problem. She confirmed for me the fact that I do have a 2 year agreement with Open Infra. I was being told by Xfinity that my price was changing. She was very helpful and able to answer all my questions.
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