Digital and Smart Infrastructure

Good digital connectivity is essential for everyday life — from working and studying at home, to accessing services such as the NHS, staying in touch with family and friends, and running a business.

Oxfordshire County Council’s 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[CH1] [BC2] . Instead, we help residents and communities navigate the complicated fast‑changing digital infrastructure landscape.

We support the public by:

• Providing independent, supplier agnostic 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.

What we can and can’t help with

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:

• 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.

More information

What can Oxfordshire County Council help with on broadband and mobile?

We can provide advice and guidance on broadband availability, mobile coverage and fibre connectivity in Oxfordshire to help explain what options may be available in your local area.

Can the council fix my broadband if it’s not working?

If you already have an existing broadband service and it 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. 

My internet is slow. What should I do first?

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

Why are there fibre works outside my house, and who do I contact?

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

Who repairs damaged broadband or telecoms cabinets, poles or covers?

The apparatus owner is responsible for all repairs to their equipment. For example Openreach equipment you can report issues online https://www.openreach.com/help-and-support/damage-health-and-safety

I struggle to get online or cannot afford a broadband service — where can I access the internet or get further support?

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, the council’s Digital Inclusion page can provide guidance on where to go for help.

Does the council provide broadband services?

No — the council does not sell broadband or mobile services to residents  . Our role is to provide guidance, work with partners, and support projects that improve connectivity across Oxfordshire. 

How do I contact the Digital and Smart Infrastructure team?

You can message the Digital and Smart Infrastructure team using the council’s contact form or via our website. 

I don’t know which team I need — what should I do?

If you’re not sure where to start, you can use the council’s contact pages to find the right service, or contact the Digital and Smart Infrastructure team directly for broadband/mobile/fibre queries.