Your questions

Answers to your most frequently asked questions are shown below.

Vouchers

What are the Terms and Conditions of the R100 Scottish Broadband Voucher Scheme (SBVS)?

The scheme has been developed by the Scottish Government to ensure that every household and business in Scotland can access an affordable superfast broadband service. As a recipient of funding (the ‘beneficiary’), the Terms and Conditions outline what to expect when signing up to the scheme through your chosen supplier.

If you have any questions on what is contained in this document, please fill in our enquiry form, and a member of our team will get back to you.

What does ‘affordable’ mean?

We define an ‘affordable’ service as one that will cost the customer no more than £48.90 (inc VAT) per month – this is the same monthly cost as services delivered through Ofcom's Universal Service Obligation.

What costs will be covered by a voucher, should my address be eligible?

The voucher is used to cover any installation costs incurred by a supplier. This includes any equipment that delivers a connection into your address, such as new fibre connections, satellite dishes, outdoor mobile antennas and broadband routers.

You should discuss with your supplier exactly what will be delivered from the voucher cost that can be claimed for your address and any other charges a supplier may wish to make. The voucher will not cover monthly broadband service charges.

Do I have to take out a contract?

Yes. You are required to sign a contract with your chosen supplier for a minimum of 12 months. If you want to end the agreement within the first year, you may be subject to a termination fee, payable to the supplier, and repayment of the value of the voucher.

When is the scheme open until?

SBVS will remain under continuous review and open until such point as the Scottish Government give notice of any changes or closure of the scheme.

The online address checker suggests that my property is not eligible for a voucher, but I believe that it is. Is there an appeals process?

If you believe that the online address checker should have indicated that you are eligible for a voucher, but has suggested otherwise, then please contact us via our enquiries form and we will be happy to investigate this for you. 

What can I do if I’m not happy with my service from a SBVS supplier?

The service contract between you and a registered SBVS supplier is not a matter for SBVS intervention. There are a number of Alternative Dispute Resolution (ADR) schemes available to you should this be required. All registered SBVS suppliers must be registered with an ADR service.

What checks are done to ensure that the connection a registered SBVS supplier installs at my address provides access to superfast speeds?

The registered supplier who claims the voucher funding on your behalf must check that the service delivers speeds of 30Mbps or more when the installation is complete. Once your service is installed, you must validate that the connection provides speeds of 30Mbps or more before the voucher is paid to the supplier.

Campbell & Kennedy is the official audit partner for the R100 SBVS and may be in touch with recipients of voucher funding to collect information on their new connection. This enables monitoring of the performance of registered R100 SBVS suppliers and checks that beneficiaries are satisfied with the broadband service.

I haven’t heard from my chosen supplier since I agreed to the voucher being issued – when will it be delivered?

Registered suppliers have up to 12 months to install your connection from the point when you confirm details of the voucher request. All SBVS registered suppliers must adhere to this timescale. Your supplier should keep you informed of delivery progress and installation timelines, and you should contact them directly for updates.

Occasionally, there may be instances where unforeseen circumstances beyond the supplier’s reasonable control cause a delay to installation beyond the required timescales. In these circumstances suppliers can be granted an extension to the delivery timescales which is approved by SBVS. Your supplier will keep you fully informed of this.

Are there any additional charges to be aware of?

The SBVS Supplier Terms & Conditions explain the costs which can be claimed through the scheme, as well as those that cannot. Suppliers may choose to charge an additional fee on top of the voucher value, but this is entirely at the supplier's discretion. The SBVS team has no role in determining any additional costs that you may have to pay. This should be made clear to you at the outset before you enter into any contract with a supplier. Any agreement reached is between you as the recipient and your chosen supplier.

Accessing a Superfast service

The online address checker suggests I am already able to order a superfast service. What should I do now?

If you can already order a superfast service, then contact any commercial provider who offers services in your area to discuss your options

The online address checker suggests a commercial provider will shortly be offering services in my area. What does this mean?

If the online address checker states that a commercial provider is planning to offer services in your area soon, then we would encourage you to keep checking the R100 website for updates and look out for communication directly from the provider to you at your property.

Connection information

What kind of connection will be delivered?

The connection delivered to your address will provide superfast broadband speeds of 30Mbps or above.

When will build begin?

The online address checker will provide a timeframe for when your connection is expected to be delivered.

How do I find out which commercial providers I will be able to order a service from?

Websites, such as Ofcom’s broadband and phone checker, can often let you know which providers operate in your area and provide links to their websites.

Mapping information

Where does the information in the map come from?

The R100 programme regularly gathers and analyses data from broadband providers operating in Scotland. This data lets us see which specific addresses they currently provide superfast broadband to now, and which addresses they plan to provide this service for in the future.

Based on this information the R100 programme can then determine which addresses in Scotland do not currently have access to superfast broadband, and are not included in commercial plans to be able to access superfast broadband in the future.

The R100 programme can then fill the gaps in provision of service through the R100 main contracts and the R100 Scottish Broadband Voucher Scheme

R100 currently receives information from the following broadband providers whose networks have been assessed against the UK National Broadband Scheme:

Provider

Website

Axione https:/www.axione.co.uk

Badenoch Broadband

http://badenochbroadband.com/

Balquhidder Community Broadband

https://balquhidder.net/

Broadway Broadband 

https://broadwaybroadband.co.uk/

City Fibre

https://www.cityfibre.com/residential/

Cromarty Firth Wireless Networks

http://www.cfwn.co.uk/

Highland Wireless 

https://www.highlandwireless.co.uk/

Locheilnet

https://www.locheilnet.co.uk/

Lothian Broadband

 https://lothianbroadband.com/

Openreach

https://www.openreach.com/

Scotnet

https://www.perthshirebroadband.com/

https://www.beaulyfirthbroadband.com/

https://www.islaybroadband.com/

https://www.scotnet.co.uk/
https://www.scotnetfibre.com/

https://www.strathnairn.net/

Virgin Media

https://www.virginmedia.com/

In addition to the list above, there are many more broadband providers across Scotland, including suppliers to our R100 Scottish Broadband Voucher Scheme.

If you represent a commercial broadband provider operating in Scotland and want to provide data to the R100 programme, please get in touch here.

Why has the information shown in the map for my address changed?

The map shows combined information provided to the R100 programme by all broadband providers operating in Scotland, as well as the most up-to-date information available on broadband infrastructure planned and delivered through the R100 programme.

Deployment of digital infrastructure at a national scale is complex, involving the need to overcome significant planning and engineering challenges. In addition, data received from commercial broadband providers can be subject to change as information available on their networks and ongoing plans for expansion are refined.

Inevitably this means that for a relatively small proportion of premises, the route to superfast broadband may change as the programme progresses.      

Although the message provided for your address may change, if the data we have received does not indicate that superfast broadband is already available to you the R100 map will always provide you with information about alternative solutions for you to access it.

I don’t agree with the connection information that’s supplied for my address, what should I do?

If you dispute the connectivity information about your address that’s returned on the online address checker please submit a data query through this form. The connection status of your address will be investigated and you’ll be kept up-to-date of the findings.