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Here are answers to some of the most common questions we are asked.


Here’s answers to some of the most common questions we get ask.

What do you mean by Better Broadband for Norfolk?

When we refer to Better Broadband for Norfolk we mean making superfast broadband (24 Megabits per second and above) available to as much of Norfolk as possible with the funding available and enabling basic broadband (2Mbps+) as a minimum, right across Norfolk, so that everyone who wants access to broadband can have it.

What do you mean by ‘basic’ and 'fast' broadband?

‘Basic’ broadband is broadband which delivers access line speeds of at least 2 Megabits per second (Mbps). ‘Fast’ broadband is broadband which delivers an access line speed of greater than 15Mbps – public subsidy can only be used where speeds are not “fast”.

‘Broadband’ refers to telecommunication in which a wide range of frequencies is available to transmit information. This means that more information can be sent or received in a given amount of time (much as more lanes on a road allows more cars to travel on it at the same time).

Megabit per second (Mbps) is used to measure data transfer speeds of high bandwidth connections. Bandwidth refers to how much data you can send through a network or modem connection and it’s usually measured in bits per second. You can think of bandwidth as a road with cars travelling on it. The road is the network connection and the cars are the data. The wider the road, the more cars can travel on it at one time. Therefore more cars can get to their destinations faster. The same principle applies to computer data – the more bandwidth, the more information that can be transferred within a given amount of time. One Megabit is equal to one million bits or 1,000 kilobits. While Megabit sounds similar to Megabyte, a Megabit is roughly one eighth the size of a Megabyte.

How do I find out what my current broadband speed is?

You could contact your current Internet Service Provider.

Alternatively, type the words broadband speed test into your internet browser, select an appropriate link and follow the instructions on the screen. You should not have to download any computer programs to run the test. The test should give you your download speed. Download speed refers to the rate that information is transferred from the internet to your computer (to enable you to read a web page or receive an email for example). It should also give you your upload speed. Upload speed refers to the rate that information is transferred from your computer to the Internet (eg sending an email). Download and upload speeds will be shown as Megabits per second (Mbps).

Please bear in mind that if you run a broadband speed test during peak hours (such as 10:30 on a Monday morning when a lot of people are using the Internet) your broadband speed will be slower than at an off peak time (such as early in the morning when many people are still asleep).

What benefits will I see as a householder from better broadband?

Better broadband will provide many benefits for Norfolk householders. Examples include having improved access to online shopping, banking and public services and being able to stay in touch with family and friends. Children will be able to do their homework and learn independently online and adults will have improved opportunities for life-long learning.

Some people find that they can work from home just as effectively as from the office – you could save time and money and reduce the impact of your car on the environment. You could also consider setting up your own business and running it from your home.

What benefits will I see as a business from better broadband?

Better broadband will provide many benefits for Norfolk businesses. Better broadband will provide new opportunities for businesses in Norfolk by enabling them to innovate and expand into different markets. It also has the potential to increase efficiency and drive down costs by enabling the use of:

  • Cloud computing – this means that business data and software applications are hosted remotely. Many cloud based business applications are now available ranging from basic office software (eg word processing and email) to more sophisticated business software such as customer relationship management systems (used to manage a company’s interactions with its customers). Cloud solutions are highly scaleable so businesses pay on a per user basis for what they actually need. Cloud solutions backup business data and keep it secure, and data can be accessed from anywhere using an internet connection
  • Voice over internet (VoIP) communication systems which enable basic call routing and voicemail through to video conferencing
  • Collaborative working using shared workspaces to work together on documents and share whiteboards in a completely paperless way. Web conferencing enables businesses to meet in real time and share desktops
  • Social media – use Facebook and Twitter, for example, to market brands and interact with customers
  • Data transfer – upload latest content quickly and effectively to keep ecommerce and other websites up to date. Send and receive large files (eg complex plans and drawings, videos etc)
  • Remote data storage – backup business data automatically and regularly to a remote and secure location
  • Flexible working – work from the office, from the home or on the move in a way and at a time that meets your business, and employee, needs

In fact, independent studies say that the Better Broadband programme is expected to deliver an additional 1,337 jobs and £88 million Gross Value Added to Norfolk over 10 years.

Should people continue to pursue other broadband schemes? I represent a group that wants better broadband in our area, who can I contact for further information?

If people or communities are considering spending money on local schemes they may want to check first that the scheme will deliver sufficient benefit to justify the cost in advance of the Better Broadband for Norfolk (BBfN) programme. Contact details for the BBfN programme are available by clicking here.

BT has already announced that further exchanges will be upgraded – how will this affect Better Broadband for Norfolk?

BT has already announced that it will be upgrading some of its exchanges. In areas where these upgraded BT exchanges will enable the services that meet the aims of the Better Broadband for Norfolk programme, we won’t need to spend public money and instead will invest our funding so that more Norfolk properties in others areas receive better broadband.

For more information about BT’s superfast broadband announcements please click here.

What broadband speeds can I expect to be able to receive if I live in an area that will benefit from the Better Broadband for Norfolk programme?

Many premises connected to the new roadside fibre broadband cabinets will be able to receive high speed broadband (24 Megabits per second and above).

How fast your broadband connection will be depends on how far your home or business is from the cabinet. Generally speaking, premises within a 1 kilometre radius of the new cabinet can expect to be able to access speeds in excess of 25Mbps. Premises around 1.5km from the cabinet should be able to receive broadband speeds of around 12Mbps. For customers greater than 2km from the cabinet, broadband speeds could fall to less than 2Mbps.

Remember, we intend to make sure every premises in Norfolk can receive a basic broadband service (2Mbps) as a minimum as a result of the Better Broadband for Norfolk programme. Where this isn’t possible or viable through the ‘fibre to the cabinet’ solution referenced above, we’ll find other ‘in-fill’ solutions to make this happen.

As Better Broadband for Norfolk enabled services become available, people will be able to check what speeds their home or business can receive as a result via clicking on this link.

Is there a chance that despite the roll out of superfast broadband I still may not get access to it?

Some locations are so geographically remote that superfast broadband may not be achievable for cost or technical reasons. However, a basic broadband service is available to all Norfolk properties through the Government’s satellite broadband scheme.

Will I have to use the better broadband service or will I be able to stick with my existing broadband service?

The Better Broadband for Norfolk programme will implement a broadband infrastructure across Norfolk – this infrastructure will then be used by Internet Service Providers (ISPs) to offer Broadband Service Packages to customers. If your current Broadband Service Package meets your requirements you don’t need to do anything. If you want a different package (one that offers faster speeds for example) you can choose a suitable package from any ISP that offers a package that meets your needs.

Will I need to buy new or extra equipment to receive the better broadband service?

Possibly. Your Internet Service Provider will tell you what equipment you need to receive the better broadband service (and may offer to provide it for you).

Will I get better broadband automatically?

No, it does not just automatically switch itself on – you’ll need to place an order with an Internet Service provider (ISP).

How will I know that better broadband is available?

This website is kept up to date with the latest better broadband availability in Norfolk – click here to check if your property can get it now or in the near future.

Are all Norfolk postcodes covered by the postcode checker on the BBfN website?

The vast majority are. However new postcodes created after July 2014 cannot be checked on this website. This is because the State Aid rules that govern BBfN mean we can only install faster broadband infrastructure in postcode areas that existed when we carried out a consultation on the project. This doesn’t necessarily mean that new postcode areas won’t get or don’t have faster broadband however. You can check on the BT Wholesale website and the Virgin Media website to see what services are currently available to your address.

Why can’t everyone have superfast broadband?

Some locations are so geographically remote that superfast broadband may not be achievable for cost or technical reasons. However, a basic broadband service is available to all Norfolk properties through the Government’s satellite broadband scheme.

When will I get better broadband? Will everyone get better broadband at the same time?

There will be several Better Broadband for Norfolk (BBfN) rollout phases – these will overlap each other. Each phase will follow the same sequence:

  1. Survey, design and detailed planning
  2. Infrastructure implementation
  3. Services become available from Internet Service Providers (ISPs)

Some premises within an exchange area will already have, or will get, better broadband from BT’s commercial roll-out (the BBfN website will not announce these or show these areas on its map). As exchange areas will, generally, benefit from more than one BBfN phase:

–       not all premises within an exchange area will get better broadband at the same time

–       not all premises within a location (eg a town or village) will get better broadband at the same time

The project is already making a difference to people living, working and running businesses in Norfolk. By the end of 2015, more than 80% of the county’s premises could access superfast broadband (24 Megabits per second and above), nearly double the number who could do so before the project got underway (43%). BBfN is due to make high-speed broadband available to more than 95 per cent of Norfolk’s premises by spring 2020.

Is it possible to speed up delivery of better broadband to my area of Norfolk?

The Council has not identified specific locations for upgrade as this would have placed technical constraints on the supplier and led to less coverage and speed uplift. BT has applied the same principles as it uses for its commercial roll-out and will seek to achieve the most technically efficient rollout it can for the Better Broadband for Norfolk programme.

How much will it cost me as a home user or business to have the service?

Information on the broadband packages that different Internet Service Providers (ISPs) are offering and the cost of those packages are available via visiting Ofcom’s price comparison site by clicking here.

Which supplier will install Norfolk’s better broadband infrastructure?

Norfolk County Council actively supported Broadband Delivery UK’s (BDUK’s) European Union (EU) competitive procurement exercise, required by EU law, to award a National Framework contract which allows the delivery of the broadband infrastructure. Fujitsu and BT Wholesale were appointed to the National Framework at the end of June 2012. Following a successful procurement exercise, Norfolk County Council’s Cabinet awarded the contract to deliver the infrastructure required to meet Norfolk’s better broadband needs to BT on 21 December 2012. This followed the EU’s approval of a UK wide State Aid scheme covering the provision of broadband in late November 2012, following which BDUK assessed Norfolk’s proposed contract for compliance under that scheme, allowing Norfolk’s contract to be signed.

Will BT, the supplier who has been appointed to install Norfolk’s better broadband infrastructure, also offer the actual better broadband service?

BT will be responsible for installing an infrastructure that is capable of delivering a better broadband service. Any Internet Service Provider can choose to use this infrastructure to provide customers with a better broadband service.

Will my existing broadband provider sell me the better broadband service?

Any Internet Service Provider can choose to use the better broadband infrastructure to provide customers with a better broadband service.

What technology will be used?

We did not specify what kind of technology should be used. As part of the competitive procurement exercise we judged potential supplier solutions by their ability to deliver an infrastructure that enables basic broadband as a minimum across Norfolk and significant levels of speed uplift to provide superfast broadband for as much of Norfolk as possible.

To achieve the most efficient infrastructure implementation for Better Broadband for Norfolk (BBfN) BT has applied the same principles as it uses for its commercial roll-out.

This means that the first choice of technology is Fibre To The Cabinet (FTTC). This is the most widely used infrastructure in the UK and it uses a mixture of fibre optic and copper cabling, making it the most cost effective solution for deploying broadband services in the majority of situations. Copper cable connects a home or business premises to a street ‘cabinet’ (a green box located in the area) which is then connected to another new street cabinet. The new cabinet is connected to a ‘fibre spine’ which is connected to a ‘head-end’ (a major exchange which is connected to the UK’s network ‘backbone’). FTTC, quite literally, brings a fibre optic connection to a street cabinet. Telecommunication services travel more quickly over fibre cable and they don’t slow down over distance (as they do when copper cable is used).

The second choice of technology is Fibre To The Premises (FTTP). A fibre link is used to connect a home or business premises directly to the head-end. Small clusters or groups of users (usually 16 -32) are served via a ‘splitter’ which allows the individual fibres to the home or business premises to be concentrated onto a much lower number of fibres back to the head-end.

The third choice is to provide FTTC to home or business premises which are currently directly connected to an exchange. This is achieved by re-arranging the current network and installing cabinets in new locations.

Some locations are so geographically remote that superfast broadband may not be achievable for cost or technical reasons. However, a basic broadband service is available to all Norfolk properties through the Government’s satellite broadband scheme.

I am a Service Provider, what do I do?

We are keen to ensure that broadband service providers are aware of the location of the newly built infrastructure and how to get access to it. Service providers can register with BT Openreach via the website (www.openreach.co.uk) to get this information.

What is the Universal Service Commitment scheme?

This scheme has been designed to provide support to the homes and businesses that are unable to receive broadband speeds in excess of 2 Megabits per second (Mbps) and who will not be benefitting from the superfast broadband roll out, or where a Superfast solution is planned but delivery is not expected to be within the next 12 months.

How does the scheme work?

If you are an eligible resident or business your local broadband project team will provide you with a subsidy code. This subsidy code will allow you to gain access to a subsidised broadband connection using an alternative technology, with all of the capital costs and at least part of the installation cost paid for. You will be able to choose from a number of retail service providers and from a variety of packages to suit your budget and needs.

How do I know whether my home or business will benefit from the superfast roll out?

You can check on this website whether you can or are likely to gain access to superfast broadband by clicking on this link and entering your postcode.

I’m due to be covered by the superfast roll out but I will not get a service for a long time and I’m less than 2Mbps. Am I eligible for this scheme?

You may currently have poor broadband and be scheduled to gain superfast coverage, but the roll out will not reach your home or business soon. In this situation we will look at the options and if we are able to determine that you currently cannot access speeds in excess of 2Mbps and that planning to bring superfast to your premise has not yet started, you may be entitled to a subsidised  connection.

If superfast broadband is planned to be delivered to my area, why do I have to wait for this rather than getting a subsidy now?

There are strict rules around spending public funding to support the delivery of services. One of the rules prevents spending twice on a solution. We therefore need to avoid providing two publicly-funded solutions to a premises within 12 months.

What will I pay?

The available packages will vary in price depending on retailer and on what amount of data you would like access to. At present alternative solution broadband customers often subscribe to between 10 and 20GB of data per month.

The subsidy will pay for the hardware (the dish, cabling etc) and will contribute towards the installation costs. You may be required to pay an additional amount for your installation and a connection fee (usually between £15 and £40). You will then be responsible for the monthly payments. These often start from about £20 and go up to £60 or £70 depending on the monthly data cap and speeds that you select.

We recommend comparing the various services on offer before you place an order.

Is there a contract?

You will sign a contract with your chosen retailer. You will need to commit to a minimum of 12 months contract. If you want to terminate your contract within the first 12 months you may be required to pay an early termination fee to your supplier and may be required to repay the government subsidy that you have benefited from (up to £350).

What is basic broadband?

Basic broadband is described as being a service that is capable of download speeds of greater than 2 Megabits per second (Mbps).

Why is there a subsidy available?

The subsidy is to provide support for premises which do not have access to broadband speeds of more than 2Mbps at an affordable price. 2Mbps is the minimum speed required to undertake routine activities over the internet. The basic requirement is that premises should not have to pay more than £400 over a 12 month period to access a basic broadband service. This cost represents the monthly charges, installation, hardware and activation costs. The subsidy scheme helps make basic broadband affordable for by contributing towards the costs of the equipment and the installation.

What types of alternative broadband solution is available?

There are a variety of suppliers available on the scheme offering technologies such as 4G, satellite or wireless broadband

How do I know if I am eligible?

You can check on this site whether you are likely to gain access to superfast broadband. Check your postcode here which will give you access to the most up to date information

If your premises is not listed as benefiting from the superfast roll out then you need to check the BT line speed checker to see what internet speed you should be getting over the BT network.

If the line speed checker identifies that your premises is able to benefit from speeds greater than 2Mbps then you WILL NOT be eligible for subsidy.

If the line speed checker identifies that your premise is not able to benefit from speeds greater than 2Mbps then you should contact us using the contact us form and we will provide you with more information.

If planning is already in place for your location to get superfast broadband coverage, then you will need to wait for this to be delivered rather than gaining access to a subsidised connection.


If my property is eligible how long will my code be valid for?

Your code will be valid for 60 days from the date of issue.

Is the data I provide secure?

BDUK have looked at all the security implications of the data that will be needed for this scheme and are content that it is held and used securely.

Customers enter their own application data to the Google form which is not publically accessible.

There is one data sheet per local body, and only authorised people working for the local body (BBfN) and BDUK can access the sheet linked to the area.

All access is password protected.

Do I need planning permission for the satellite equipment?

Before you buy or rent a dish or antenna, it is your responsibility to check whether you need planning permission, listed building consent, or permission from the landlord or owner. You are responsible for placing equipment in the appropriate position.

Under the Town and Country Planning (General Permitted Development) Order 1995 (as amended), you have a general permission to install dishes up to a specific size on a property without the need for planning permission.

This general permission depends on your house type and area. You should consult your local planning authority, usually your district council – who can give you more advice about planning permission and permitted development.

Can I use some of the funding to contribute towards monthly usage charges?