Digital and smart infrastructure

Our digital and smart infrastructure programme helps improve broadband, mobile and fibre connectivity across the county. We also provide advice and guidance to residents and communities to help them understand their options and know where to go for support.

Why might you need to contact us?

You might want to contact the Digital and Smart Infrastructure Programme if you have questions or concerns about broadband, mobile signal or fibre infrastructure in Oxfordshire.

You may need to contact us if:

• You want help understanding what broadband or mobile services are available in your area
• You are concerned about broadband or mobile coverage gaps in your area
• You’re a parish council, community group or local organisation looking for connectivity options or to improve connectivity in your area
• You’re experiencing poor broadband speeds and you’re unsure where to go for help
• Fibre or telecoms works are being carried out in your area and you require assistance

Services for the public

The services we deliver for the public

Our role is not to sell broadband or mobile services to residents. Instead, we help residents and communities navigate the complicated, fast‑changing digital infrastructure landscape.

We support the public by:

• Providing independent, advice and guidance on broadband, mobile and fibre connectivity
• Helping residents understand what connectivity options are available at their address
• Identifying areas of poor coverage and working with partners to try to improve them
• Supporting communities who may be impacted by fibre and telecoms delivery
• Directly delivering council led projects that improve connectivity
• Explaining the different types of network rollouts 

We also work closely with network providers, government and local partners to collaboratively improve digital infrastructure across Oxfordshire.

We can help with:

• Advice about broadband, mobile and fibre availability
• Explaining planned or ongoing fibre and telecoms works
• Assisting with resolving issues related to telecoms works
• Signposting broadband and mobile customers to where they can get help from their provider
• Council‑led connectivity projects and initiatives
• Advice and signposting to guidance on telecommunications regulations and planning legislation relevant to Digital and Smart Infrastructure
• Escalating issues with commercial providers

We can’t help with:

• Directly fix faults with an existing broadband or mobile service
• Manage contracts or billing issues
• Intervene in legal disputes with commercial providers
• Intervene in planning disputes on private land

If you already have a broadband or mobile service and it isn’t working, your Internet Service Provider (ISP) or your Mobile network Operator (MNO) should always be your first point of contact.

Broadband issues

If your existing broadband service isn’t working, you need to raise a complaint with your Internet Service Provider (ISP) in the first instance. If you’re unsure who to contact or want help understanding your options, we can help guide you. 

Slow internet

Start by checking the speed listed on your broadband contract and running a speed test. If speeds are consistently lower than expected, contact your Internet Service Provider (ISP) for advice. If you’re unsure what services should be available where you live or you need more assistance, you can contact us for guidance. 

Fibre work outside my house

Fibre and telecoms work is essential to repair and upgrade the existing network. If you’re unsure what works are taking place, you can contact us.

Reparing damaged broadband or telecoms cabinets, poles or covers

The apparatus owner is responsible for all repairs to their equipment. For example, with Openreach equipment, you can report issues online.

Struggling to get online or afford a broadband service

You can reserve a computer for free at any Oxfordshire library to use the internet. If you need help with access to the internet at home, digital skills, devices or advice on social tariffs, our digital inclusion page can provide guidance on where to go for help.

Does the council provide broadband services?

We do not sell broadband or mobile services. Our role is to provide guidance, work with partners, and support projects that improve connectivity across Oxfordshire.