Getting a Better Broadband Service Guide

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1 Getting a Better Broadband Service Guide Contents What is the scheme for?... 2 What are my other options for Better Broadband?... 2 What will the scheme provide?... 3 Where can I find more information about the scheme?... 3 How do I decide whether to apply?... 3 Can I apply?... 3 When can I apply?... 4 How do I apply?... 4 Will I be eligible to benefit from the scheme?... 4 Are there any other factors I need to consider before applying?... 5 If I apply to the scheme and take a broadband service, will I still be considered for Superfast Broadband deployment?... 6 How will I know the outcome of my application?... 6 Can I appeal against a decision not to issue me with a code?... 6 How do I use the code?... 6 Can I use the code with retail service providers that are not part of the scheme? 7 Who operates the scheme?... 7 What will I pay?... 8 Is there a contract?... 8 What quality of broadband can I expect to receive from the scheme?... 8 Further information regarding satellite broadband... 8 Appendix A Aggregating Better Broadband Subsidy Scheme Codes Guide Page 1

2 Getting a Better Broadband Service A guide for those who may wish to apply to benefit from the scheme What is the scheme for? If you currently experience poor broadband speeds, or you are unable to obtain an affordable broadband service at all, this scheme will provide you with access to an alternative broadband service that will offer speeds of at least 2Mbps. This scheme is intended as a solution for premises that are currently unable to access broadband download speeds of at least 2Mbps to provide you with a affordable useable broadband service, either pending the future availability of Superfast Broadband services in your area or for those that will not benefit from the superfast broadband rollout. The scheme fulfils a Government commitment first made in December 2010, when the Government announced public funding to extend Superfast Broadband beyond the reach of commercial deployment to 90% of UK premises. The 2Mbps Universal Service Commitment (USC) offers a service providing broadband speeds of at least 2Mbps for anyone yet to benefit from Superfast Broadband by the end of The Government has subsequently made further public funding available to raise the target for Superfast Broadband coverage to 95% of UK premises by the end of It is worth noting that some suppliers who are registered with the Better Broadband Scheme may be able to aggregate the subsidies that are available for a group of neighboring premises to help support the costs of providing a broadband service. To find out further details, please read Aggregating Better Broadband Subsidy Scheme Codes Guide Appendix A What are my other options for Better Broadband? You may already be able to access Superfast Broadband services. You can check current and planned availability of Superfast Broadband services in Berkshire elsewhere on this website at: Alternatively, you can check Superfast Broadband availability on the Government s website: You may be able to get a 4G mobile broadband connection. You can check current availability of 4G mobile broadband services at the Ofcom Mobile Coverage Checker: Page 2

3 What will the scheme provide? The scheme will provide an eligibility code that you will be able to present to one of a selected number of retail service providers operating under the scheme to obtain an affordable basic broadband service. You will need to place an order with one of the selected retail service providers, and enter into a contract for broadband services provision for a minimum period of 12 months. The code will cover most of the cost of installation and commissioning of your broadband service, including any necessary equipment. You will be responsible for paying any residual cost of the installation and commissioning (if any), for paying the monthly subscription for the service you have selected, and for paying any VAT on the amounts payable. The code does not have a specific fixed value, but when used to obtain a basic broadband service from one of the selected retail service providers, the use of the code will reduce the total cost (i.e. installation and commissioning costs plus 12 monthly subscriptions) by around 350. The code has no other value, and cannot be redeemed in any other way than through the scheme. Where can I find more information about the scheme? More information on the national scheme can be found on the DCMS website at: More information on the operation of the scheme in Berkshire can be found on the Superfast Berkshire website at: How do I decide whether to apply? You can obtain information on the scheme by reading this guide, and from the DCMS and Berkshire websites (links above), which should help you to decide whether to apply to benefit from the scheme. Can I apply? You can apply to benefit from the scheme if you currently experience poor broadband speeds (i.e. download broadband speeds of less than 2Mbps), and there are no plans in place to bring superfast broadband to your property within 12 months. To determine the current maximum broadband speed available at your address, please visit the following website, enter your postcode and press submit, then select your address from the dropdown list: Page 3

4 When can I apply? The national scheme originally launched at the end of 2015, and it now incorporates both Satellite and Fixed Wireless solutions. The scheme will be available for applications from until the end of How do I apply? You can apply to for a voucher by completing a simple online application form at: You will need to provide us with: Your postal address, including your post code The main line telephone number at that address, if you have one Your name and other contact details such as mobile phone number, address, etc. You will need to confirm that you are the owner or occupier at that address (we cannot accept applications from anyone that is not the owner/occupier). Will I be eligible to benefit from the scheme? You will be eligible to benefit from the scheme, and will be issued with a code, if you currently experience poor broadband speeds (i.e. broadband download speeds of less than 2Mbps), or you are unable to obtain an affordable broadband service at all, providing that: (a) We determine that your home or business is not currently able to access a broadband download speed of at least 2Mbps; (b) There are no alternative affordable broadband services available to you, which would provide a broadband download speed of at least 2Mbps; We will ask you to confirm on your application the upper and lower range of broadband speeds that you are currently able to access. This should be completed after you have checked for any alternative affordable broadband services, which would provide you with a broadband download speed of at least 2Mbps; We will also ask you to confirm that you do not already have a satellite broadband service at your address; We will check our records of existing and planned coverage of broadband services to confirm that there are no alternative affordable broadband services available to you, which would provide you with a broadband download speed of at least 2Mbps; Page 4

5 If we believe there may be an alternative affordable broadband service available to you, which may be able to provide you with a broadband download speed of at least 2Mbps, we will refer you to the relevant provider for you to obtain that service (and not issue you with a code under the scheme). However, if an alternative affordable broadband service is not actually available to you, we will consider issuing you with a code under the scheme (subject to the other eligibility tests described here), and add your post code to our list where we are proposing to make codes available, which we will make publicly available to service providers for consultation. (Note: adding post codes to our list of those where we are proposing to make codes available, and making that list publicly available to service providers for consultation, is a condition of the European Union s State Aid Decision, which provides clearance for the scheme, and is designed to prevent publicly-subsidised broadband schemes crowding out private investment in making broadband services available). (c) There are no plans to provide Superfast Broadband to you within 12 months of your application; We will check our roll-out plans for Superfast Broadband to see whether you are likely to benefit within 12 months of your application; We will advise you of when Superfast Broadband is likely to be available, and if this is within 12 months of your application, then we will not issue you with a code under the scheme. However, if you are unlikely to benefit from Superfast Broadband within 12 months of your application (i.e. Superfast Broadband availability is more than 12 months away, or not yet planned), we will issue you with a code under the scheme. Are there any other factors I need to consider before applying? If you decide to take up a satellite broadband service, you may require planning permission to have a satellite dish or antenna on your premises please follow the guidance on this site to assess whether you would require planning permission at : It is your responsibility to deal with any planning permission application and apply for permission where necessary. If required, planning permission should be gained before installation of the satellite equipment begins. Suppliers will need to you to confirm that all necessary permission has been granted before arranging your installation. So, before you request a voucher, check whether you need planning permission, listed building consent, or permission from the landlord or owner. Any alterations Page 5

6 may be subject to special conditions (such as the use of certain materials). There are also specific rule governing those premises in "designated areas", which includes those in conservation areas, National Parks and Areas of Outstanding Natural Beauty. If I apply to the scheme and take a broadband service, will I still be considered for Superfast Broadband deployment? Yes. Taking a broadband service under the scheme has no effect on our plans for further deployment of Superfast Broadband, and your premises will be included within those plans, whether you take a broadband service under the scheme, or you choose not to do so. How will I know the outcome of my application? We will aim to make a decision on your application as quickly as possible (within one month of receiving your completed application), and we will advise you of the outcome of your application by . If we decide to issue you with a code under the scheme, we will send you a unique code via , together with the list of the broadband retail service providers currently operating under the scheme, and their contacts details. If we decide not to issue you with a code under the scheme, we will send you an with the reasons for our decision. Can I appeal against a decision not to issue me with a code? If you are not satisfied with our decision not to issue you with a code under the scheme, and the reasons we have given for that decision, you may submit one appeal by setting-out the grounds for your appeal, and why you believe we should have issued you with a code. We will review our decision in the light of your appeal, and will make a final decision on whether or not to issue you with a code under the scheme. We will not be able to consider more than one appeal in relation to any one applicant. How do I use the code? Once you have received a unique code, and the list of broadband retail service providers currently operating under the scheme, you should review the products and prices available from each provider, to select the product that best meets your requirements and the amount of monthly subscriptions you are willing to pay. You should then approach your chosen broadband retail service provider to order the service you require, and provide them with your unique code. The broadband Page 6

7 retail service provider will confirm the features of the product you have chosen, and the costs involved in a minimum 12 months service contract, after the code has been taken into account. The code will cover most of the cost of installation and commissioning of your broadband service, including any necessary equipment. You will be responsible for paying any remaining cost of installation and commissioning (if any), and paying the monthly subscription for the service you have selected, and for paying any VAT on the amounts payable. Can I use the code with retail service providers that are not part of the scheme? No, the code can only be used with broadband retail service providers operating under the scheme. Other broadband retail service providers may join the scheme after launch, and you will be advised of the list of broadband retail service providers currently operating under the scheme at the time that you are issued with your unique code. Other broadband retail service providers not operating under the scheme may also offer services in your area, and you may choose to use such an alternative broadband retail service provider, but you will not be able to use a code issued under the scheme with that alternative provider, and you will have to meet the full cost of installation and commissioning and using the service yourself. Who operates the scheme? The scheme to deliver the 2Mbps Universal Service Commitment (USC) is operated by a partnership between DCMS, local bodies, and a number of broadband retail service providers. DCMS have overall responsibility for implementing the Government s policy on the 2Mbps Universal Service Commitment (USC), working with local bodies to ensure that the scheme is implemented consistently across the UK. DCMS and local bodies provide matched public funding for the operation of the scheme. This better broadband scheme is open to any supplier that is able to deliver basic broadband services across Berkshire. If you are a supplier and wish to be considered as an approved supplier on the scheme then please contact BDUK at better.broadband@culture.gov.uk Applications under the scheme and decisions to award codes in Berkshire are made by the Superfast Berkshire project team, using a nationally agreed process and eligibility criteria. Page 7

8 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. The subsidy will cover most of the cost of installation and commissioning of your broadband service, including any necessary equipment. You will be responsible for paying any remaining cost of installation and commissioning (if any). You will then be responsible for the monthly payments, and any VAT payable. 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 benefitted from (up to 350). What quality of broadband can I expect to receive from the scheme? This will depend on a number of factors including the type of package you choose to buy and whether to take up a satellite or a wireless broadband service, if this is available in your area. Satellite Broadband - is the most widely available alternative solution accessible nearly everywhere in the county. It uses a satellite dish to provide a two-way access to broadband services. Satellite broadband can deliver speeds of 10Mbps (or more) but the speed is not guaranteed during throughout the day and packages may have monthly data caps. Wireless performs in a similar way to broadband delivered over the telephone network but the quality of the service will vary depending on the product selected. Wireless broadband is only available in certain parts of the country. Further information regarding satellite broadband There is a satellite demonstrator video available to view on With satellite broadband, you do not need to purchase a phone line package along with satellite broadband services, so in theory you could cancel your domestic phone service, thus saving you the line rental costs. You may be able to use internet based voice and video calling services such as Skype, Facetime etc. many of which are Page 8

9 completely free. Satellite operators can also offer you telephone service using VoIP (voice over internet protocol) instead of your existing phone line. Within the UK, you can also use your satellite broadband dish to receive the high definition television (HD TV) services delivered via Freesat by purchasing the necessary equipment or from Sky, by subscription. Does satellite broadband have any limitations I should be aware of? - Unfortunately, it is a more costly alternative with rental charges significantly more expensive than fibre broadband. There are also additional costs involved as you will need to arrange an installation to get going. This will require special hardware including a satellite dish and modem to be fitted in your home, which is what you can use the voucher to offset some of the cost. As the signal has to travel to and from the satellite latency might be an issue. Due to the distance travelled by the signal to/from your computer and Satellite Operator s base via the satellite, all satellite technologies exhibit a short delay between the sending and receiving of any signal at either end. This delay is approximately ¾ second (700 milliseconds). Satellite packages also have monthly data allowances. Once you ve used up your allowance for the month, your system effectively stops until the next month s data allowance is credited to your account. Some packages also offer unlimited (or uncapped) data downloads during the overnight period. Depending on which satellite operator is providing your service, there may also be a Fair Access Policy ("FAP") which sets certain limits on how much and when you can use your data such that all customers have the opportunity of fair access to the service. There is far more detail on all the individual retail service providers websites about data allowances and latency so please ensure you have read these fully. Is it suitable for all applications? - All satellite services suffer a small (0.7 second) delay known as latency, this has a varying impact upon different internet uses. It is barely noticeable, but where the application that you are running is frequently sending or receiving multiple smaller data files the effect can be more pronounced. Therefore, all real time applications and features such as on-line gaming or real-time streaming, peer-to-peer networking, some remote control software and certain VPN applications might not work so well or be feasible. This problem won't affect browsing and sending or receiving s and other basic features. There is far more detail on all of the individual retail service providers' websites about latency and the suitability of satellite services for different Page 9

10 applications. Please ensure you have read these fully and we recommend that you talk to the retail service provider for any advice before you make any decision. Does the satellite service get affected by weather? - The latest satellite broadband services have a number of features specifically designed to make them robust to most European weather conditions so in general snow or rain should have little impact upon your service. However, torrential rain or very heavy, wet snow may cause a temporary slowing of speeds only in the most extreme conditions. Page 10

11 Appendix A Aggregating Better Broadband Subsidy Scheme Codes Guide Guidance for communities on aggregating Better Broadband Subsidy Scheme codes to offset the cost of an enhanced broadband network. This guidance is for owner occupiers of premises who are eligible under the Better Broadband Subsidy Scheme and wish to work with a broadband provider to co-fund a broadband network in their community rather than use their subsidy code to take up a discounted satellite or 4G broadband connection or to access an existing wireless network. Under this approach, a local community could agree to co-fund a broadband network with a supplier. Any premise in this community which has a broadband speed of 2 Mb per second or less would be able to use their eligibility for subsidy through the Better Broadband Subsidy Scheme to provide a contribution of up to 350 each towards the cost of the enhanced network. The local participants need to cover the remaining costs of the network themselves, in agreement with the supplier. BEFORE embarking on a community arrangement, whether utilising the subsidy from the Better Broadband Scheme or not, please make contact with Superfast Berkshire via projectteam@superfastberkshire.org.uk to check on current / future plans, in the likelihood that subsidy will be available and the implications of State Aid. Can suppliers aggregate Better Broadband Scheme eligibility codes to offset the cost of developing an enhanced local broadband network? Yes, suppliers can aggregate a group of eligibility codes under the Better Broadband Scheme to offset the cost of enhancing a local broadband network BUT they can only do so if they are able to install a service within 60 days of receiving an order for an enhanced broadband service from an eligible premise. How does this work? A supplier may propose that they work with a community to build an enhanced local broadband network by encouraging eligible premises to individually apply for a subsidy code under the Better Broadband Subsidy Scheme. These individual subsidy codes can be pooled to offset the cost of the build. Once a community has agreed that they wish to proceed with a community broadband project, the supplier will then plan the infrastructure deployment and provide final details of the confirmed costs to the community. Once the supplier has completed the main infrastructure work, residents and businesses should apply for an eligibility code from the Better Broadband Subsidy Page 11

12 Scheme. If their application is successful each applicant must confirm with the supplier that they wish to use this subsidy to contribute towards the network build costs (the detail on how to complete this step is set out in the information provided to successful applicants). The supplier must then complete delivery of the service within 60 days. Suppliers are aware that the subsidy codes are only available for specific premises and that codes can only be aggregated if these specific households or businesses make an individual application for a subsidy code and then choose to take up a service from them. Individual customers are free to choose a subsidised installation from any supplier operating in their area who is registered to deliver the Better Broadband Scheme and do not need to choose a service from the supplier who is proposing that a community aggregates their subsidy codes to partly fund the cost of an enhanced broadband network. Communities considering aggregating codes to co-fund a broadband network should clarify the following points with the supplier proposing to build the network before making any financial commitment: 1. Can the supplier provide assurance that they have the resource and capability to develop a broadband network that will be available for premises to purchase a service from before 31st December 2017? This date is important because the Scheme is due to close at the end of 2017 and any subsidy codes not claimed by this date will expire. 2. What will happen if there is a delay in deployment which results in eligible premises not being able to benefit from a subsidy code because the Scheme has closed before the service can be made available? Communities considering aggregating codes to co-fund a broadband network should clarify with the supplier whether eligible premises will be expected to contribute a further 350 to cover any funding gap, in these circumstances, or whether the supplier will cover any shortfall. 3. Will the supplier proceed with the infrastructure build if not all eligible premises in a specific locality apply for an eligibility code under the Better Broadband Subsidy Scheme? Communities considering aggregating codes to offset the cost of co-funding a broadband network should ask the supplier to confirm how many individual premises would need to apply for a subsidy code to develop the network at the cost they have quoted. 4. Are all other conditions clear and agreed with the supplier, including any further funding which the community is expected to contribute and the commitment of the supplier to maintain the availability of a broadband service in future? Page 12

13 Where can I find more information about community broadband projects? More information on different types of community broadband project can be found on the Government website at: PLEASE CONTACT SUPERFAST BERKSHIRE VIA projectteam@superfastberkshire.org.uk PRIOR TO EMBARKING ON AGGREGATING BETTER BROADBAND SUBSIDY SCHEME CODES Page 13

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