1. Customer Support as a Failure Point
Across user reviews from 2023–2025—on forums, app stores, and community discussions—the most repeated criticism is support behavior.
Users frequently report:
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Calls going unanswered
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WhatsApp support going silent
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Tickets closed without resolution
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Rude or dismissive interactions
In an ISP business, support is not a secondary function.
It is the service.
2. Location-Dependent Reliability
One of Optix’s biggest weaknesses is variance.
Some societies experience:
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Daily or weekly disconnections
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Night-time slowdowns
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High ping and jitter (especially noticeable for gaming and video calls)
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Area-wide outages lasting hours
Others remain stable for years.
This creates a lottery-style customer experience, which is unacceptable for professionals and businesses that depend on uptime.
3. Router Quality Quietly Undermines Performance
Optix’s stock Wi-Fi routers are widely criticized for:
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Poor range
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Unstable ping
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Speed drops under load
A recurring pattern is that users who replace the default router with a higher-quality personal device report immediate performance improvement. This suggests that a meaningful portion of Optix dissatisfaction originates at the last-mile device level, not the fiber itself.
