Optyx Broadband Avis 

ZERO STARS. This company has billed me for almost 2 yrs for a service that I don't have, can't use, & have no way to reach anybody to correct this situation.
I've never signed up, or in, or used this make service, yet I'm billed every month, by Optix & Pinnacle.
Scamming seniors!!!!!!

The worst ISP I've ever had. I'm hot spotting right now because my fiber, underground network has been down because of 15 mph winds. This is the third time in three months the network has been down. It's currently been down for 3 hours. Customer service is poor as well.

Total Zero service
After 15+ emails and calls No Replies and No Contract even though service has started !
What kind of business is this !?!?

Stay away and do not sign anything. They will copy your signature from installation page and paste on a contract , then force you to use their services even if you don’t want to at this time. They give no information, there is no transparency. The customer service is horrible and is not there to help you. They will not inform you about anything, give you misleading information and then send you invoice out of nowhere to pay. Horrible company!

I am shocked at the number of bad reviews about the customer service of Optyx. I called today to change my debit card in the system and also to downgrade my contract. I realised the Start contract (max 250 Mbps) was more than enough for me. I didn't need the Standard contract (900 Mbps) I signed for at the beginning. From £39 I am now paying £18 per month and still I have a very stable connection with high speed in comparison to the BT service (max 70 Mbps but often less than 10, especially at night I couldn't watch Netflix). A very kind customer service staff, Paula, answered within a minute and did what I was asking for in a breeze. I would like to tell angry people not to write bad reviews about customer service if their concern is about the instalment date which is nothing to do with Optyx.

I am an Optyx Broad band customer (Open Infra). We made our contract almost 2 years but I am tired of them. The internet is failing every day in the afternoon and evening. My wife is asking me if I have internet. The speed on the devices (mobile or tablet) is terrible.

Terrible customer service. Got lumbered when I signed up with open infra. Shocking service

They forged my husbands signature--they tried to get us for service we never asked for or wanted and then they sent me a contract--CLEARLY with his name forged---THESE PEOPLE ARE LIARS CHEATS AND SCAMMERS--I AM IN PROCESS OF REPORTING THEM TO EVERY AGENCY I CAN. PLUS I AM HIS POWER OF ATTORNEY SO IF IT WAS LEGIT--IT WOULD HAVE TO BE MY SIGNATURE--I CAN NOT BELIEVE THIS

Horrific experience at best. Service is slow or non existent day in and day out. You call they give canned answers. No tech available to diagnosis the fiber portion of the system. Promise refunds and make rights nothing happens. I think the Attorney General is next call. I am over it. This is going on 5 months now.

My partner and I were excited to have fiber cables installed to our home, but that excitement quickly turned into anxiety and despair when our internet service only provided 100mb download and 100**kb** upload speeds. We attempted to work with the company through their 'growing pains', being advised that new cables being laid in the area would cause the infrastructure to remain unstable. Unfortunately, my job requires 2mb upload speeds minimum as I am working from home.

Poor customer service that either drops your phone connection while in queue or hangs up on you when your queue is finished with a message to email them. Email does not receive any responses; It took over two weeks to receive a response that we were requesting for information to cancel our service (only to find out that they had cancelled our service without our authorization anyway). We emailed them again to request to know where to return the router, but have not received a response. We officially swapped back to Spectrum on 6/5/2024.

Stay. Away. From. This. Company.

They clearly bit off more than they can chew and are likely milking money from OpenInfra for their contracts while providing the absolute minimal support.

POOR SERVICE
UNPROFESSIONAL PEOPLE RUNNING THIS BUSINESS
AFTER A MONTH DEALING WITH THEM AND ASKING FOR INTERNET CONFECTION STILL I DO NOT HAVE INTERNET.
DTAY AWAY FROM THIS UNPROFESSIONAL COMPANY

The service is generally OK but customer services is absolutely terrible. I was on hold for an hour today, then cut off. Not the first time I have had such a long wait though first time just to be chopped off! And the reason was my broadband was down so rather unhelpfully the message said to email them. Very poor and shows lack of any attention to the customer.

When I say there is zero customer service from this company, I actually mean zero.
If you call the support line, which I have done on many occasions, there is a message always saying they are busy and you should mail customer service for a response in a few hours. That is Monday to Friday 9-5. Support is closed outside of these hours.
When I have had an email response it is always deflecting blame and asking me to carry out tests on the equipment when it is obvious nothing has changed from my side. They have never acknowledged an outage.
The internet itself is extremely unreliable.
We were better off on our old bt 100mb line.
There is no comparison to the level of support a proper organisation gives compared to open infra / optyx.
I am writing this on my phone while my internet has currently been off for over an hour.
Cue reply saying they mailed me several times and it was due to equipment or another excuse. It wasn’t.

I am a potential - quite keen - new customer. They appear completely ambivalent and I can't get a response beyond a boilerplate 4 liner from a gentleman titled "Customer Success Manager"...this may be a typo. At least, I hope for their sakes it is,,,

Worst company I have ever encountered.
I have had one lengthy outage and currently having slow speeds (1/4 what they advertise).
The problem with this place is that customer service unreachable.
I have sent emails, either no response or a canned reply months later.
Calling customer support line is worse, I have called aprox 50 times. Always saying I am next in queue, only to wait hours. Of all those calls, I got 2 answers, one the person hung up after I said hello, and the only time I could get a person (call center in who knows where, mars I think) they had no idea what to do to help me, saying to send an email.
I am trying to find out from OpenInfra if I can get another ISP, because this one is a border line scam.

Oh, and their website is unreachable, which is a nice touch. Its like its not in DNS.
I am shocked a company is allowed to function like this. I am going to complain with BBB and FCC.

Required to use their service in a 2 year contract with open infra. Comparing to experiences with other providers in their network that my friends have I definitely got the short end of the stick. The speeds are fast but they use CGNAT which has completely ruined my gaming experience as it created a strict NAT type which makes it extremely difficult to connect online. Their solution was to charge me an extra $10 per month for a Public IP address to fix the issue that was created by their system. I reluctantly agreed to pay the extra and they informed me that they submitted the request for a public IP on May 6th. It is now May 29th and I have yet to receive the updated service. I have sent three separate emails trying to get an update and have received no reply. Frustrating to pay more money for a lesser service than is available through other providers but being unable to switch due to a 2 year contract. This was the only way I could get fiber installed at my house so I had no alternative at the time.

They came around and installed. I don't want or need there service. That doesn't stop them from sending me bills or calling me with offers. I spoke to someone and made that clear. I emailed them as well but it's not stopping.

Optyx keeps billing me for a service they have not provided. They never answer their phone (and also printed their phone number incorrectly on their letterhead). They never respond to emails sent to them. Ive never dealt with such a poorly run business. Do not use them.

5/11/24 update: I submitted tickets to the three companies involved (Optyx,OpenInfra & Pinnacle) on 4/30/24. I have yet to hear back from ANY of them. The canned reply below is laughable.

Was approached about getting the service set up. Said I was interested in it, but never heard from anyone on pricing, etc. Just that someone would contact me from sales, they were just the "free instalation."
I never got any info on the inside router that I would need, but got a bill for a service I haven't signed up for!!
Terribly underhanded and Shady.
Bill came on a Saturday, so I'll have to wait ti Monday to call.

I can see I am not the only person who feels this way. I have been emailing and attempting to call Optyx for months with no luck. I have no connection at present and have had engineers out who have said a repair is needed but have had no response from Optyx about how this will take place.
Of course, what I *have* had from Optyx is an invoice for their services, which I have not been receiving at all.
I would not recommend this company to anyone - thankfully I still have my previous broadband service provider, otherwise we would have been without any connection for months.