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, please use our enquiry form.
I need superfast broadband now, what help is there?
Read our What are my options? page to see how you may be able to get connected now.
Why was my premises not included in 2013 to 2017 Superfast Cymru rollout?
Since the start of the project we were always 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 were numerous factors that influenced why Openreach reached some eligible premises under Superfast Cymru but not others. Given the scale of the project it was not possible for Openreach to identify these individual premises until detailed planning took place in an area, which is why premises fell ‘out of scope’ and why estimated dates or plans given were always outlined as subject to change.
We recently announced that we will further extend the reach of fast reliable broadband across Wales. Fibre is not the only answer to faster speeds, multiple solutions are needed to meet the unique challenges presented by Wales’ topography and population spread. It is just one of a suite of measures we are putting in place to offer fast reliable broadband to all. To understand how you might be able to get faster broadband now read our What are my options? page.
I need superfast broadband for my business, what support is there?
Will there be further rollout of superfast broadband?
We are continuing the roll-out of fast reliable broadband to extend coverage even further. However, fibre is not the only answer to faster speeds and will not be suitable for every premises.
To reach the remaining premises multiple solutions are needed to meet the unique challenges presented by Wales’ topography and population spread. It is just one of a suite of measures in place to offer fast reliable broadband to all. To understand how you might be able to get faster broadband now read our What are my options? page.
My cabinet has been enabled for fibre but due to high capacity I am unable to order a superfast service
Once a cabinet has been enabled to go live, the network is maintained and operated by Openreach. Openreach actively monitor cabinets. When they see that one is reaching capacity they schedule it for an upgrade.
Openreach 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, Openreach may need to supply an extra fibre cabinet.
If you experience this particular issue please contact use using our enquiry form.
What is Fibre on Demand?
More information can be found on our Fibre on Demand page.
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.