Fed up of slow, rubbish broadband? You could always do what the residents of Surrey Hills did and build yourself a better option.
After years of being overlooked by big broadband providers for being ‘too hard to reach’, locals took matters into their own hands. Born in 2017, Broadband for Surrey Hills (B4SH) is now a thriving not-for-profit organisation bringing the fastest full fibre to over 600 rural premises. It even provides free broadband to several of its schools, village halls and churches.
Run by an army of volunteers who do everything from digging trenches to spreading awareness, it's an amazing example of resourcefulness, sustainability and community spirit.
We spoke to one of the founding members, Sonya Graham, director of administration and customer care, to find out more.
“Broadband for Surrey Hills (B4SH) was born from a determination to bridge the digital divide affecting many rural communities in the Surrey Hills. The idea took root when local resident, Walter Willcox, learned about Broadband for the Rural North (B4RN) and their ground-breaking work designing, building, and operating a full-fibre network in rural Lancashire. Inspired by their success, Walter saw the potential to bring a similar solution to Surrey.”
“We install the entire network ourselves, with all fibre optic cables laid underground. The routes run through privately owned fields and land, and we always secure permission from landowners before beginning any work. By avoiding public roads, we reduce disruption and keep installation costs lower.
We take pride in the fact that our network doesn’t rely on unsightly poles or overhead cables, which are both visually intrusive and vulnerable to storm damage. Instead, our underground approach ensures a neater, more resilient, and future-proof solution that blends seamlessly into the rural landscape.”
“If there’s an issue with your broadband, you can call us directly at our office. There are no call centres, no scripts, and no chatbots. You'll speak to a real person who knows the network and the area.
We actively monitor our network 24/7, and in many cases, we’re aware of a problem before the customer even notices. In fact, we’re known for reaching out to check in if we spot something unusual. Most technical issues turn out to be related to Wi-Fi performance inside the property, rather than the fibre network itself. But if a site visit is needed, our local team (based in Albury, a village in Surrey Hills) are quick to respond.”
How has this project affected the community?
“Our key differentiator from other broadband providers is our commitment to community support: we offer completely free service to ten local assets, that includes churches, village halls, and small schools. This has a meaningful impact in rural areas, where financial resources are often limited.
Our customers appreciate not only the fast, reliable service but also the personal support we provide. We know our customers by name, and the same local team that installs the connection is available to help with any questions or issues – no call centres, just friendly, familiar voices.
For local businesses, the improvement has been dramatic. We’ve increased average internet speeds from around 20Mbps download (with much slower upload) to full gigabit speeds – 1,000Mbps download and upload. This leap in performance has transformed how they operate, enabling everything from seamless video calls to efficient cloud-based working.”
“All of our volunteers are local residents who’ve stepped up to help bring full-fibre broadband to their own homes and communities. This local involvement is also a key driver for investment, as our investors are motivated by the goal of extending the network to their own areas.
We have five volunteer directors, each contributing their expertise in areas such as operational build, finance and investment and their all-important local connections in the community.
Some volunteers also take on practical, hands-on roles, such as visiting properties to discuss how to route the connection into individual homes. Others get involved during ‘blowing days’, when we install fibre through ducts between chambers. These days require several volunteers - two people per chamber - and can involve multiple chambers along a single route, so we rely on local support to make this happen.
It's not a typical 9 to 5, but when you care about something deeply, it becomes part of your daily life.”
“Government support, particularly through the Rural Gigabit Voucher Scheme, has made a tremendous difference. This funding has been available to all providers, but for smaller operators like us, it has made the rollout far more achievable.
You’ll need a dedicated team with a wide range of skills, a great deal of time, plenty of patience – and probably a bit of luck too. It’s a significant undertaking, but incredibly rewarding. We’ve embraced the challenge, and as some of our original volunteers start to step back and enjoy a bit more free time, we’re gradually evolving into a more structured, employee-led organisation.”
