Frequently asked questions about broadband

What is fibre broadband? 

Fibre broadband uses fibre optic cable to connect your home to the exchange building. There are three types of broadband:

1. Copper broadband (broadband over the phone line) has been the backbone of internet structure for several decades. This technology uses copper cables into your home (average downloads speed of 10-11 megabits per second)
2. Fibre to the cabinet uses fibre optical cables from the exchange to the cabinet and then copper cable to your home (maximum speeds of 80mbps - depending on distance from cabinet
3. Fibre from the exchange directly to your home (1,000 mbps / 1GB)

How can I check my broadband speed?

Broadband speed test (Which) (opens new window)

What are the benefits of a full fibre broadband network?

• More reliable, less susceptible to interferences or dropouts
• More devices can access the broadband at the same time and have consistent speeds
• Faster upload speeds for people working from home, uploading larger files and gaming
• Reliable connection for video calling and sharing large files
• Stream live programmes and other entertainment services
• Enables experiences for students and teachers so they can access online learning resources and portals
• Adds value to your property
• Great for businesses as fibre cables are more resistant to bad weather conditions, resistant to electromagnetic interference and bandwidth is not affected by distance
• Full fibre broadband prices are almost the same price as superfast broadband but with guaranteed speeds and quality
• Installation costs vary from premises to premises but in most circumstances are free
• Some internet service providers offer discounted deals for low-income customers that meet their eligibility criteria

Why haven't I got fibre broadband yet?

Fibre broadband is a difficult engineering programme as it replaces the existing copper broadband infrastructure. They may use existing infrastructure within the build but to get fibre to run directly into homes and businesses, it may involve a great amount of civil engineering in sometimes difficult or remote locations.

Where and when will fibre broadband be available?

Fibre is being rolled out to thousands across the county through commercial roll out or government-funded schemes such as the Gigabit Voucher Scheme (opens new window) and Project Gigabit (opens new window).

Broadband suppliers

I can see a cabinet outside, why can't I just be connected?

Most suppliers, if not all, have moved to deploy fibre to the premises as opposed to fibre to the cabinet.

You may be able to order a service already, type your postcode into the broadband availability checker to check: Broadband availability (Ofcom) (opens new window). Or contact a supplier to discuss your options with them.

A supplier put fibre on the poles years ago, but it's just been left there, why can't they just come and connect it?

In this circumstance, you should contact the supplier for more information. You may be able to order a service already, type your postcode in to the broadband availability checker to check: Broadband availability (Ofcom) (opens new window)

No public money has been used to pay for part build fibre or commonly known as stranded assets; the Welsh Government only pays for assets that have been enabled to provide a superfast broadband connection to a home or business.

I can't get fibre / superfast broadband. What are my options?

There are immediate alternative solutions that can provide broadband in your home. Not all broadband needs to be provided via cabling, solutions can vary from 4G, wireless or satellite.

4G routers have proven efficient in remote locations where there is strong outdoor signal. Attaching an antenna or dish pointing in line of sight of a 4G mast can give greater speeds.

Funding is available to help fund the cost of installation of an alternative solution through the Access Broadband Cymru (Welsh Government) (opens new window) scheme. The scheme can offer up to £800 depending on the speed of the new connection.

Why does my broadband buffer? 

Buffering is caused by number of factors such as:

• low connection speeds
• other users on the internet
• fluctuations in the network from the internet service provider's side
• the wifi having to go through walls or other obstacles
• errors on the line

The Ofcom website has some helpful tips to stay connected: Stay connected to your broadband and phone services (Ofcom) (opens new window)

I am in a low-income household but need broadband, how can I reduce costs?

Some internet service providers offer discounted deals for certain low-income customers called social tariffs: Social tariffs: Cheaper broadband and phone packages (Ofcom) (opens new window)

Can I discuss this with my Member of the Senedd or Member of Parliament?

Your local Senedd representative can help raise the issue with relevant parties however the Telecommunications policy is not devolved to Wales. Your Member of Parliament can raise the issue to the UK Government who are responsible for the telecommunications policy.

What can the council do?

We can help by providing information and support to residents regarding the options that are available. We work closely with Welsh Government, UK Government, telecommunications operators and Ofcom. 

What is mobile coverage?

Often referred to as 'signal' or 'reception', mobile coverage refers to the strength of signal / reception in the area that your mobile phone uses to make phone calls, send messages or use the internet.