Answers to common questions about issues that are regularly experienced as part of the roll out process of superfast broadband across Wales.

If you can't find an answer below then you can email us at: customerhelp@wales.gsi.gov.uk

I need superfast broadband now, what help is there?

If you are not yet able to receive superfast broadband, you may be able to get connected through Access Broadband Cymru.

Why was my premises not included in the rollout?

Since the start of the project we have always been clear that some premises would not have access to superfast broadband through Superfast Cymru or commercial roll-outs. 

We conducted a review of premises that commercial programmes were not going to connect. Superfast Cymru could only connect premises which were identified during this review.  For example, it could not roll out to new premises where the developer hasn’t considered superfast broadband.

There are also numerous factors that influence why  BT reached some eligible premises under Superfast Cymru but not others. Given the scale of the project it has not been possible for BT to identify these individual premises until detailed planning took place in an area, which is why premises can fall ‘out of scope’ and why estimated dates or plans given have always been outlined as subject to change.

We recently carried out another review of premises to inform plans for a successor project to further extend the reach of fast reliable broadband across Wales.

I need superfast broadband for my business, what support is there?

You can check superfast broadband availability.  In addition, Business Wales (external link) can help you understand the benefits of adopting superfast broadband.  If your business needs faster connectivity there is more support available to connect you to an ultrafast service.

Will there be further rollout of superfast broadband?

We know there is still more work to do and the next challenge is how we address the remaining few premises in Wales. Since the start of the project we have always been clear that some premises would not have access to superfast broadband through Superfast Cymru or commercial roll-outs. We are working on the next stage of the rollout of fast reliable broadband to extend coverage even further. A procurement exercise, backed by a public sector budget of £80 million, is currently underway with the view of awarding a contract in spring 2018.

My cabinet has been enabled for fibre but due to high capacity I am unable to order a superfast service

The role of the project is to install the fibre network. Once the service goes live, the network is handed over to BT Openreach who maintain and operate it. BT Openreach actively monitor cabinets. When they see that one is reaching capacity then they schedule it for an upgrade. 

BT aim to provide extra capacity as soon as possible for areas experiencing high levels of demand. This can take time to plan and may mean making changes to the infrastructure to accommodate the extra equipment needed. In some cases, BT may need to supply an extra fibre cabinet.

If you experience this particular issue please email customerhelp@wales.gsi.gov.uk for help.

How do I order Fibre to the premises (FTTP)?

Information about how to order can be found on the Fibre to the premises page.

Why don't I get the speed I pay for?

Companies advertise the maximum possible speed your line can receive. However, there are many things that can affect the actual speed you get:

  • the distance between your premises and the telephone exchange or fibre cabinet you are connected to
  • the time of day
  • how many people or devices using  your internet connection at the same time
  • how many people using the same website as you
  • whether your device is connected to the router with a cable or wirelessly and if connected wirelessly, the location of your router
  • the quality of the telephone cable in your premises
  • the age of your device or router
  • how many applications you are running on your device
  • the weather.

For practical tips on improving your broadband speed visit Ofcom's website.

Why hasn’t my premises been enabled but other nearby premises have?

Different factors can affect the maximum broadband speed to premises. Distance from the cabinet to your premises is one example. As the distance from the cabinet increases, the quality and strength of the broadband signal decreases. This means that some premises may be able to access an improved speed, but not a superfast speed.

Why go superfast?

Superfast broadband allows you to communicate and share the things that are most important to you in a quicker and more reliable way.  Whether you're surfing the web, chatting to family on the other side of the world or discovering new places to visit, with a high speed internet connection it's so much better.