Harrow’s Digital Infrastructure

What is Harrow's Digital Infrastructure?

  • Our Digital Infrastructure refers to the hardware that supports your broadband and Wi-Fi connections and provides the signal that allows your mobile phone to work. The Council does not install this infrastructure but works with private sector providers to support the roll-out of this infrastructure.

Harrow’s Digital Infrastructure Strategy

We agreed a Digital Infrastructure Strategy in December 2021. The strategy’s main goal is to support the installation  of full-fibre broadband and 4G and 5G mobile infrastructure in the borough to ensure residents and businesses have good connectivity in Harrow.

The development of digital infrastructure is also at the heart of our Economic Strategy. This supports the growth of the local economy. It helps key sectors within it, such as the knowledge economy.

Questions about broadband

What types of broadband connections are there?

There are two main types of fibre connections available:

  1. Superfast Fibre-to-the-Cabinet (FTTC). This uses a mixture of fibre-optic cables and copper wires.

  2. Ultrafast full fibre (FTTP). This involves fibre optic cables running in to homes.

 

The majority of connections in the UK are FTTC but Openreach are looking to upgrade their connections to FTTP over the coming years. Currently, 58% of Harrow residents have access to Full Fibre. (Source: Ofcom Connection Nations Spring 2024. The London Average is 62.1%.

 

There are also cable networks which use fibre optic and coaxial cables to deliver superfast broadband services, as well as TV and phone services, direct to homes.

What can I do to improve my poor broadband connection?

The quality of your broadband depends on the type of fibre connection you have. The best connection is FTTP but FTTC can meet most household needs.

 

If your connection is poor, firstly you'll need to ask your telecoms' provider if there are issues in your area.

 

If the capacity of your broadband is low, you can ask what type of connection you currently have. Is it FTTC or FTTP/full fibre?

What plans are there to provide FTTP in my area?

Openreach has already rolled out their “Fibre First” (FTTP) programme in Kenton and  Hatch End. In December 2023, they announced a plan to install Full Fibre (FTTP) in much of the rest of Harrow by April 2025. More information can be found on the Openreach website.

 

Most broadband providers, including  BT, TalkTalk, and PlusNet, use Openreach’s infrastructure to provide a service to individual homes.

 

There are other providers that have their own infrastructure, including Community Fibre and Hyperoptic. It is worth checking their websites to see if their service is available in your area.

 

If Openreach will not upgrade your area, you have some options:

 

  1. Openreach Community Fibre Partnership. If you're not part of their current fibre plans, explore what Openreach describe as a 'co-funded fibre option.'
  2. Registering your interest online. You can register you interest on broadband providers' websites. This helps them get a picture of potential demand in your area. It can also help influence their investment plans.
  3. Contacting the Council. There are some circumstances where the Council may be able to help. For more information, email edo.edo@harrow.gov.uk.

I'm struggling to afford my phone and broadband bills. What can I do?

Social tariffs provide a safety net for customers. They may help if you are struggling to pay for your broadband or phone service.

 

You can find out more about social tariffs on the Ofcom website.

Questions about mobile phone masts

How safe are mobile phone masts, 4G and 5G transmitters?

We follow the advice and rules set by the national Government. The rules come via Public Health England (PHE). They cover health and safety issues related to mobile phone signals and transmission. Since April 2021, PHE is known as the UK Health Security Agency and Office for Health Improvement and Disparities.

 

PHE endorses the international guidelines. They are for limiting exposure to radio waves. The International Commission for Non-Ionising Radiation Protection (ICNIRP) published them.

 

The guidelines cover many uses of radio frequencies. These include Wi-Fi, Bluetooth, and mobile tech. The guidelines now take full account of 5G operating at higher frequencies.

 

Mobile companies must ensure that their signals do not exceed the limits in the ICNIRP guidelines. The guidelines aim to protect the public. Planning requires a statement with planning applications. It must say that, when operational, equipment will follow the ICNIRP guidelines. These guidelines limit exposure to electromagnetic fields.

 

For more information, see Public Health Guidance and a guide on 5G mobile technology.

Why are telecoms masts necessary?

Masts are needed for wireless services including calls, texts, and internet. They act as a hub for sending and receiving signals between mobile devices and networks.

This is needed for 4G and 5G telecommunication systems.

Questions about Harrow mobile phone coverage

Mobile phone coverage is good across Harrow, but there are some capacity issues in busy areas, such as Harrow Town Centre and at train stations.

There is also a growing issue with capacity as more people work from home.

Who owns and operates telecoms mast?

Mobile network operators such as Vodafone and Three typically own telecoms masts. They can also be owned by independent tower companies.

 

The companies lease space on the mast to the mobile network operators.

How tall are telecoms masts?

As of April 2022, new ground-based mobile masts can be up to 30 metres in non-protected areas. In protected areas (like conservation areas and national parks) they can be up to 25 metres. These are allowed under 'Permitted Development.'

 

This means that applications for masts up to 30m high can only be refused for 'siting and appearance'. They can't be refused for the need for new infrastructure or other factors beyond the application.

 

The Local Planning Authority may consider factors. These include:

  • a mast’s height relative to the land and buildings
  • the materials, design, and colours used.

 

When is a planning application required for a new telecoms mast?

Masts fall into three categories. This is under planning regulations and include:

 

  • Permitted development. Planning permission is granted through national legislation.
  • Prior approval. Where masts are under 30 metres in height, planners can only look at the 'siting' and appearance. This is when they are considering to grant or refuse planning permission.
  • Full planning permission. Masts will need full planning permission if they are over:
    • 30 metres in height from ground level or
    • 15 metres in height on a building.

 

You only need planning permission from the council if:

  • the proposals come under prior approval or
  • the proposals come under full planning permission categories.

 

For more information, see:

Can residents comment on a planning application for a new mast?

The local planning authority (LPA) has to consult the public. The (LPA has  to do this for both full planning applications and prior approval applications. Application details are published on our planning page.

We may also display site notices and we may send notification letters to local residents.

Can applicants appeal a council planning decision?

Yes. If we refuse planning permission or a prior approval application, the applicant can appeal it. They can do this through the national Planning Inspectorate. The decision of the Planning Inspectorate is binding.

Landline telephone digital switchover

The UK's telephone network is changing. Between now and January 2027 the old analogue landlines that your phone and internet runs over will be upgraded to digital technology by your telephone provider.

This means services that rely on the old landline system such as home phones and healthcare devices will be switched over.

The good news is – your landline isn’t going anywhere and for most, this change will be straight forward. The change may be as simple as plugging your phone into your broadband router rather than the socket on the wall. In fact, many residents are already making the switch when they upgrade to full fibre broadband.

As part of the switchover plans, Openreach have confirmed (August 2024) that the Kenton Telephone Exchange that serves residents in both Harrow and Brent will now close in November 2025 – previously the closing date was September 2024.

You can check if you are served by the Kenton Road Exchange. You will need to scroll down to the section headed “Choose an exchange in our map below and learn more about our plans for this area” and then enter your postcode on the map.

Your telecoms provider should contact you before the switchover to advise you and ensure you have the right equipment in place – see FAQs below.

Additional information for residents and businesses can be found on Ofcom's website.

Why is it happening?

The UK is upgrading its telephone network from the old analogue system to a new digital system. This means that by 2027, landline calls will be made using the internet instead of traditional phone lines. This is happening because the old system is becoming outdated and expensive to maintain.

In the future, landline calls will be delivered over digital technology called Voice over Internet Protocol (VoIP), which uses a broadband connection.

Will it affect me?

The good news is that for most people, this change will be straightforward. But if you, or a relative, use any of the following types of service that rely on a telephone landline then this will affect you:

  • Landline telephone for making calls
  • Telecare service for fall monitor, lifeline or personal alarm
  • Fire alarm
  • Burglar alarm

What do I need to do?

In most cases you don't need to do anything until your provider tells you that your telephone service is changing.

However, if you or someone you know is dependent on a landline telephone, or a service that relies on it, such as a telecare device, personal alarm, or burglar/fire alarm, then it is recommended that you check with the provider of the service to see what their plans are for the service, and when they expect the changes to happen. They will also be able to advise on whether the device will need to be upgraded or replaced.

Questions you can ask your provider:

Before you switch to a digital landline

  • What do I need to do for my new landline to work as soon as possible?
  • Will my new landline work in a power cut?
  • What can you provide if I only have my landline to call emergency services during a power cut?
  • How do I check whether other devices (like care alarms) that use my telephone line will be compatible?
  • Will my current handset work on the new system, or do you need to send me a new handset or some other equipment?

Before you change your broadband to full-fibre broadband (also known as 'fibre-to-the-premises' or 'fibre-to-the-home')

  • Will I need an engineer visit? If so, what should I do to prepare for their visit?
  • Will my landline voice service be affected by the change to my broadband service?
  • Do I need any new equipment, such as a router? Will this be provided?

When the switchover finally happens for you, and if you already have an internet connection, the change may be as simple as plugging your phone into your broadband router rather than the socket on the wall.

Be Careful!

Unfortunately, there are many people that may try to take advantage of those who are vulnerable and demand payment for things they don’t need or even threaten the individual that they will lose their service if they don’t pay them money. 

If you get any communications from someone saying they want money or you aren’t sure that it’s from your Telephone company, contact your Telephone Company on the number on your bill, rather than the contact on the letter, as this will be from your trusted source or contact your phone company in any other trusted method you have used in the past.

Do I have to have broadband?

Once the old telephone connection is switched off, customers that wish to continue having a landline phone, and do not already have broadband, will generally need to have a suitable broadband connection - this is the case even if they don't use a broadband service. We expect that providers will have a range of options for people in this situation, so customers should not be forced to take out a high-speed broadband package if they do not want to.

If you have a service such as a telecare device, or a burglar/fire alarm that currently uses a telephone line, it is likely that a broadband service will be required. The provider of the service will be able to advise whether you will need to provide this connection.

Will VoIP phones work in a power cut?

Unlike traditional phones, a phone connected to a broadband router will not work in a power cut, as the router gets its power from the mains.

If you rely on your landline - for example, you don't have a mobile phone, you're unable to use a mobile phone or you don't have mobile signal inside your home - your provider must make sure you are able to contact the emergency services during a power cut. This could be in the form of battery back-up, so your landline will continue to work, or by giving you a basic mobile phone to use in this situation. This solution should be provided free of charge to people who are dependent on their landline.

What is the London Borough of Harrow doing?

The London Borough of Harrow (LBH) is looking at the implications of the switch off for council housing residents and council services. This includes the potential impact on fire alarms, door entry systems, emergency phones in lifts, and vulnerable residents including for example Careline users.

The Harrow Careline service has been in contact with those residents who utilise the emergency monitoring service and have replaced any outdated technology with a new digital device.  This will ensure that this vital service continues once the legacy analogue lines cease working.

More information on the digital switchover

The links below provide more information on the digital switchover and how it could affect you. Please note that this it is not an exhaustive list of resources, you can find other resources online: