The Fibre Broadband Service

The improved infrastructure will be used by Internet Service Providers (ISPs) to offer a range of broadband packages to customers.  If your current broadband package meets your needs, then you don’t need to do anything.  However, if you want more than what you’re currently receiving (for example faster speeds) you’ll need to upgrade your existing package.   It’s important to note that your broadband speed does not automatically improve, you do need to upgrade to a fibre package to benefit from faster speeds.

Although BT are installing the infrastructure, they’re providing an open network which means a wide range of ISPs will be given the opportunity to offer their services across the improved network; this means you should be able to choose from a range of providers to purchase the best package to suit your needs.   However, please note that the decision to provide services will be down to each individual ISP as per their business model and is outside of the control of this project to influence.

Before ordering a new service, especially if you’re considering changing providers, we would advise checking with your existing ISP that you’re not tied into a contract as it may cost you to move.

To check out the best deals for your area, there are multiple broadband comparison sites you can use to check what ISPs are offering.  Click on the Ofcom (Office of Communications) website link which will give you access to Ofcom accredited comparison websites: Ofcom website

We would always recommend the use of a broadband comparison website to identify those ISPs who have chosen to provide a fibre service from the upgraded infrastructure; don’t assume that your existing ISP will be offering a fibre service as not all ISPs choose to do so.   

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Fibre to the Premises (FTTP) - sometimes called ultrafast broadband - is where a fibre cable runs directly from the telephone exchange into your home or business.

Who can I buy it from?

Not all Internet Service Providers (ISPs) offer FTTP.   Those providing a FTTP service over the Openreach network in Wiltshire include*:

123Telecom Ltd

4Com Plc

Amvia

BT Retail

Cerberus Networks

Eurolink Connect Limited

IDNet

Zen Internet

* Please note this is not an exhaustive list 

Some of the major ISPs such as Sky and TalkTalk don’t currently offer FTTP so they’ll not be able to offer superfast broadband services to you.  Meanwhile other companies such as PlusNet and Fleur do offer FTTP, but currently have no information about the service on their websites.

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Unlike an FTTC connection, FTTP installation requires a broadband engineer to bring the fibre cables all the way into your premises.

Step 1 - Place an order

As mentioned previously, not every ISP offers FTTP currently, so it’s important that you investigate which suppliers can provide the service.  When placing an order with your chosen ISP, they will provide you with a date when an engineer will come out to carry out tests or even a survey, should one be necessary.

Step 2 - Survey

In the early stages of an order, a site survey may be required to assess what work needs to be done to install the fibre connection.  It’s important to note that no work will be carried out without your permission and you agreeing to any costs that may be associated with this for which you are liable.  In some cases, additional works may be required to bring the fibre cable into your premises. 

Step 3 - Engineer appointment

Fibre optic cable is run via underground ducts or telegraph poles to your premises and connected to a small box on the wall.  The engineer connects the fibre optic cable to a small box (approx.  15cm x 10cm x 3 cm) which will need to be fixed to the outside wall of your premises; the box will need to be installed at a height that can be worked on from ground level. 

There’s also a requirement to perform some work inside your premises.  The interior work is needed to extend the fibre optic cable inside the premises.  A special fibre optic modem known as an Optical Network Termination device is connected. 

Please note: there may be a short interruption to your telephone service during this work.  Also, if you have an alarm on your phone line, please let your provider know that your line may go down for a few minutes, which could trigger a false alarm on any security system linked to your telephone line.

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As a first step, you will need to establish the existing speed of supply to the properties you are considering.  If there’s currently a live telecoms connection to the property, we suggest contacting the estate agent to ask for the phone number of the premises so that you can use a broadband comparison website to identify what Internet Service Providers can offer.  If this isn’t possible, you can use BT’s broadband availability checker website to check the potential speed of connection currently available to the property, using the existing telephone number or address (please note that address searches provide only an indicative result).

If you can’t get a result using the above methods, then please Contact Us for advice. 

If you’re thinking of buying a new build, talk to the developer and ask what their plans are to provide fibre broadband to the site.  Unfortunately, it’s unlikely that Wiltshire Online will be able to provide fibre broadband to new developments as the responsibility for connection rests with the developer.

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To define our Intervention Area (the area we can invest public money in per EU State Aid law) Wiltshire Online undertook an Open Market Review (OMR) to identify premises that existed at the time of the review (both residential and commercial) across the county.  Our latest OMR was undertaken in June 2016 and if your premises was built after this date it wasn’t able to be included in our Intervention Area as it didn’t exist at the time of the review.  The Intervention Area and the premises that make up the area are now set for the duration of the current contract and can’t be changed. 

We would suggest that in the first instance you contact the developer of your premises to identify what their plans are for installing a fibre network as part of their overall development. 

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We don’t have a contractual relationship with any ISP and therefore the contract you enter with your ISP is outside the scope of this project to manage or influence.  If you have complaints about your level of service, you’ll need to take this up directly with your ISP or Ofcom.  The Ofcom website can be found at www.ofcom.org.uk or you can call them on 0300 123 3333 or 020 7981 3040.

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Our contract specifically invests in upgrading the infrastructure that provides fibre broadband which is then open to any Internet Service Provider (ISP).   We don’t have a contractual relationship with any ISP and therefore the contract you enter with your ISP is outside the scope of this project to manage or influence.  If you have queries about your service or engineer visits, you’ll need to contact your ISP directly.

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No. Although BT and Gigaclear have installed the network, because public money has been invested it’s an open network and all Internet Service Providers (ISPs) will have been offered the opportunity to provide their services across the improved infrastructure.   Please note that whilst ISPs will have been given this opportunity, it’s down to each individual provider as to whether they take up the offer and this is outside the scope of Wiltshire Online to influence.  We would always recommend the use of a broadband comparison website to help you find a package that best suits your needs and to identify those ISPs offering a service to your premises.  

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If your current service meets your needs then you don’t have to upgrade to a fibre broadband package, you’ll be able to continue using your existing broadband service as normal.

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The reasons you’re not able to order the improved service could include the fact that:

• Not all premises within the same postcode area may be able to order an improved service at the same time; this is because some postcodes may be served by more than one infrastructure and it may be that not all of the infrastructure has been or will be upgraded

• Your ISP may not choose to offer a service in your area, it may be worth contacting other providers or use a broadband comparison website to identify providers offering a service to your premises

• Your premises are too far away from the improved infrastructure for you to be able to benefit as distance does have a negative impact on speed

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Your broadband speed doesn’t automatically improve when your premises has been upgraded to fibre, you’ll need to upgrade your service and place an order with your chosen Internet Service Provider (ISP).  We would always recommend the use of a broadband comparison website to help you find a package that best suits your needs and to identify those ISPs offering a service to your premises.  

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Reasons that you may not be able to order a superfast service include the fact that your Internet Service Provider (ISP) has chosen not to provide a fibre service from the upgraded cabinet; therefore, we always recommend the use of a broadband comparison website to identify those ISPs who are offering fibre to your premises. 

Superfast broadband does have line length limitations which means that, even though your street cabinet may be fibre enabled, it doesn’t automatically follow that everyone will be able to get a superfast service; we do however anticipate most residents will see an uplift in speed.  Again, we recommend the use of a broadband comparison website to identify those ISPs offering an improved fibre service to your premises. 

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The Wiltshire Online website does not provide real time deployment information; it’s been designed to signpost to the relevant information depending on where you live, if a premises has already been upgraded, or if a premises is in future build plans.

We currently have several phases of broadband deployment operating with two different suppliers. 

If you’d like more information on the BT Plc rollout you can visit their “Where and When” fibre checker here.

Similarly, if you’d like more information on the Gigaclear Plc rollout, you can visit their dedicated Wiltshire webpage here.

We’ve created a series of maps that provide a high-level overview of the existing and current build areas.   You can view the maps here.

Alternatively, if you can’t find the information you’re looking for, you can contact the team directly using the Contact Us form here.   Please note that to deal with your query effectively, we’ll need your full address, including postcode and the landline telephone number of the premises of interest.  

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