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.

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  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:06/02/2025

  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.

  I been trying to cancel my service since may 13 2025 its now June 2 2025 we no longer live at the address of service but they service is still on they new residence want to get service but cant because they still have the service on under our name I contacted so many time to tell them to turn it off the last time I did they said they would and its still on

  

  Business Response

  Date: 06/17/2025

  Dear Mr. De La Cruz,
  
  Thank you for reaching out regarding your recent experience
  with canceling your services.
  
  After a thorough review of your account, we confirmed that
  you did contact us by phone to request cancellation of services at 8540
  Rodeo Dr. In accordance with Starlight Fiber’s policy, all cancellations
  must be submitted in writing with a 30-day notice. Their team attempted to
  follow up with you multiple times via email to complete this process but did
  not receive a response.
  
  We also attempted to contact you recently regarding your BBB
  review via phone and email, but were again unsuccessful in reaching you.
  
  As of June 17, 2025, your services have been confirmed  officially canceled. A Confirmation of
  Contract Termination has been sent to you via email, and a hard copy was mailed
  to your address as well.
  
  We sincerely apologize for any inconvenience this may have
  caused and appreciate your understanding. If you have any further questions or
  need additional assistance, please don’t hesitate to reach out.
  
  
  Thank you,
  Belinda Zapata
  Customer Service
  Open Infra
  855-910-6050
  

• Initial Complaint

  Date:05/16/2025

  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.

  I am rejecting this response because as stated in the original complaint, Open Infra is enforcing their contract with the customer but not being held to the same standard of service. Both the install as well as the reliability of the internet should be just cause to break the contract without the customer having to pay an early termination fee. I appreciate their reimbursement of outages experienced but this doesn't address the unreliable service which caused me to look for internet service elsewhere due to requirements within my home. Open Infra of my notice to terminate the contract for cause due to unreliable service. I was given an early termination fee of $1137 (the remainder of my contract) with no adjustment due to their lack of stable, reliable service. Repeated attempts have been made through their customer service with no success to get the early termination fee eliminated or at least reduced.

  

  Business Response

  Date: 06/09/2025

  
  
  
  

  

  Business Response

  Date: 06/09/2025

  
  Dear Mr. Effrece,
  
  Thank you for reaching out
  regarding your recent experience with Open Infra. We are sorry to hear that
  your service did not meet your expectations.
  After reviewing your case, we confirmed that you were not
  compensated for the time your service was inactive. To address this, we have
  issued a refund totaling $158.00, which reflects a two-month credit. This
  amount has been applied to your account and will be processed within 3–5
  business days.
  Regarding the early termination fee, we understand your
  concerns. However, this fee remains in place due to the early cancellation of
  your service prior to the completion of the contract term. Per the terms of the
  agreement, the early termination fee is standard policy and cannot be waived.
  We sincerely apologize for any inconvenience this situation
  may have caused and appreciate your understanding.
  If you have any further questions or need additional
  assistance, please don’t hesitate to contact us. We remain committed to
  providing fair and timely resolutions.
  
  
  Belinda Zapata
  Customer Service
  Open Infra
  855-910-6050

  

  Business Response

  Date: 06/24/2025

  Dear Mr. Effrece,
  Thank you for reaching out regarding the early termination fee. We sincerely regret that our previous response did not meet your expectations.
  After a thorough review of your account, we must inform you that we are unable to waive the early termination fee of $1,137.60. As outlined in the contract you signed on December 4, 2022, for 36 months of internet service, an early termination fee applies if the contract is not completed. Since you fulfilled 18 months of the agreement, the prorated early termination fee is consistent with the terms of the contract.
  We understand this may be disappointing and apologize for any inconvenience this has caused. Our goal is always to provide transparent and fair service to our customers.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We appreciate your understanding and thank you for the opportunity to address your concerns.
  Sincerely,
  Belinda Zapata
  Customer Service
  Open Infra
  855-910-6050

  Customer Answer

  Date: 06/24/2025

  I have reviewed the business’ response and accept this
  resolution. 
  

  Of note, Open Infra and Starlight Fiber continue to hold customers accountable for the contract however, do not hold themselves accountable for service provided, or lack there of. Other internet service providers hold themselves to higher standards of customer service to include internet service reliability. While I understand the need to establish a contract in an attempt to recover investment in a property due to the physical fiber line installation, there is an expectation that both customer and provider are both parties to a contract: customer paying for service, and provider providing service. When one party does not demonstrate their part of the agreement, either through failure to pay bill on time (customer) or unreliable service (provider), a party should be able to use the break in contract expectations to break the contract. In this case, one party (Open Infra) has not demonstrated performance in line with the expectations outlined in the contract. However, Open Infra is expecting the customer (me) to adhere to the contract. 
  

  While I’ve accepted the resolution, I do not believe it is fair from a customer point of view and just want to move on. I’ve paid the ETF and returned equipment as directed. As such, I will have no further business with Open Infra and if ask by others about their service will strongly not recommend Open Infra. 

• Initial Complaint

  Date:05/08/2025

  Type:Billing 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.

  5/8/25 I was forced to pay $245 to get internet service turned back on. 5 month of service that was blocked(they blocked our service then are making us pay for the months they blocked us). We had a credit card that had fraud so we had to get a new credit card and then they were not getting our payment. We have 2 accounts with ********************** for the same address(one labeled B) we paid the balance on the account that we were actively using and asked if for the 2nd account that had been blocked if we could not have to pay the 5 months the service was blocked-why should we pay if they were blocking us, now if we were using the service I said I'd be glad to pay and the employee ******* said no it was blocked. We asked her to ask the manager+let her know we have 2 accounts can we go forward and not have to pay for the blocked months and so she checked with her and got back with us but she said no we have to pay. The managers name is These *******. They said we had a contract which I understand if we were provided the service but being the service was blocked they did not uphold the service due on their end with the contract. We explained we had service with another internet service prior to open infra(Starlight) and when the credit card got canceled due to fraudulent behavior we thought our original company we were with got canceled payments not the new service with open infra and with the old company we didn't realize we were not paying the new company open infra, we were paying the old service, and not getting the faster new service. I explained our situation and they still would not wave the 5 mo $245. I just hate doing business with people who don't care if we had another choice I would take it but no other fast service comes to our area. They know that and insist on the payment even though they blocked us and we did not use their service. Someone who pays for 2 separate accounts to them should be appreciated..Starlight fiber ************-billing/they are open infra

  

  Business Response

  Date: 05/29/2025

  
  Dear ***,
  
  Thank you for taking the time to share your experience with us. We truly regret the frustration and inconvenience youve encountered, and we fully understand how challenging this situation must have beenespecially with the unexpected credit card fraud and the resulting confusion regarding your payments and service status.
  
  At Open Infra, we take customer concerns seriously, and we never want our customers to feel unheard or unappreciated. Your feedback highlights areas where we may not have communicated clearly enough, and for that, we sincerely apologize.
  
  
  To ensure we address this matter thoroughly, one of our team members will be reaching out to you directly to review what has happened and see how we can best move forward together. Our goal is to provide a fair and personalized resolution, and we appreciate your patience as we take a closer look.
  
  Thank you again for bringing this to our attention. We value you as a customer and are committed to working with you in a respectful and understanding way.
  
  
  Warm regards,
  ******* ******
  Customer Support Representative
  **********************

• 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:01/13/2025

  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.

  I am rejecting this response because:   

  First, ************** is in the County and not in a City as in OI"s response. The fiber trunk line was installed from a subdivision that is less than 1000ft away and they have working fiber.

  We spoke with the County today,  at the time of the call there is no records of a dispute with OI about damaged lines along our county road.. They are looking into it.

  What City is OI in contact with about our damaged fiber lines? (the nearest city is about 12 miles away)

  We were told for 8 months there  was no mainline or OI was short handed and now we get this " we have damaged lines and we're not doing anything until we get paid. That is what OI just told us in the "response". What
  happens when and IF we ever get fiber from OI and lines are damaged again Will it be another 9 plus months before service is restored?

  Lastly, Is this how ** treats its customers? We have waited over 8 months  with everything in place and not active. We keep getting told ** has an investment in us. Well,  as recommended by ** we bought an expensive WIFI router that is still in boxes. We have an investment in this thing also not withstanding the holes in the exterior and interior walls that were made to mount your equipment.
  

   

  BBB.....As you can see from out complaints and the response for 8 months now this is what our neighborhood has had to deal with stories always changing. It took three weeks and  a second notice for the "response" we got.

  The BBB actually has this company rated a BPlus?

  Please respond with facts

   

  Thank you
  

   

  nded? We see Open Infra opening new phases across the County Shorthanded?. Since your short handed and can't complete this phase myself and neighbors are assuming there has been no other customers brought online since May 2nd. Is that correct?September of last year a person (***** ****) from Open Infra was going to residences 500ft away trying to sell upgrades. While he was in the area from a neighbor, we contacted him and he came out and took some notes and he would check into it and to call him if we had any questions. We've called, He doesn't answer his phone. The kicker and why this is going to the BBB? Every month on the 27th we get an invoice email from Open Infra for $99.00 for our fiber and internet service. If We don't take the time to call and get it cancelled we get more emails telling us we're 7 days late we're 15 days late etc. What resolution does Open Infra propose?My last question is Open Infra a State of ******************************?

  

  Business Response

  Date: 02/05/2025

  We do sincerely apologize for the inconvenience.  We have been able to correct the billing issues.  Unfortunately, we are in a dispute with the city about the damage to the lines.  We have been working behind the scenes to settle this, and we should have communicated that with you sooner.  We will do our best to keep you updated about our progress.  Please feel free to email ********************************************* and ask them to forward those concerns to the ****** location.

  Customer Answer

  Date: 02/03/2025

  It's been 3 weeks since the complaint was filed against Open Infra. The only response we've gotten is a past due notice and a new invoice. When we called on the invoices we were told we were active and working. The invoice was valid.  2 things will our complaint be posted on the BBB website? I know the website ask people to be patient but is 3 weeks patient enough?

  

  Business Response

  Date: 05/06/2025

  We have been in contact with Mr. ***** about the issues he has brought to our attention.  We should clarify that it was the county who tore up the roads, not the city.  We apologize for that.  We will continue our contact with the homeowner while we work towards bringing his neighborhood online.

• 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 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: 03/06/2025

  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.  

  

  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?