Switching broadband provider

Worry and confusion over switching broadband provider

If the thought of changing your broadband provider fills you with dread, you are not alone.

Worry about disruption to service and difficulty comparing the different packages offered by providers are two major factors, according to new research from Uswitch.
 

Uswitch study amongst older consumers

This study of people aged 55 and over discovers significant challenges faced by older consumers when considering switching broadband providers. 38% of all respondents feel overwhelmed or confused.

Understanding different broadband packages when considering switching is the primary challenge, with 58% of overwhelmed consumers citing this issue. This concern is more pronounced among respondents aged over 71.
 

Widespread reluctance to switch

Reluctance to switch broadband providers is common among consumers, with more than half (56%) agreeing that they are hesitant to switch. Satisfaction with the current provider (49%), concerns about service disruption (40%), and confusion about comparing deals (33%) are the top reasons.
 

Online confidence relatively high

Confidence in identifying potential online scams is relatively high among older consumers, with nearly two-thirds feeling confident. This includes 67% of those aged 61-70, the highest among the surveyed age groups, while 64% of those aged 55-60 also feel confident. Familiarity with the appropriate steps to take when noticing suspicious activity online is similarly high, with 67% of those aged 71 and over feeling knowledgeable.

When using the internet, over a third of those aged 71+ and a quarter of those aged 55-60 find certain tasks difficult. Three-quarters of those aged 71+ struggle with internet-related terminology and jargon. Additionally, 42% of those aged 61-70 find managing Wi-Fi networks and passwords the most difficult, while this is less of an issue for those aged 55-60 (35%). When it comes to using social media platforms, individuals aged 55-60 report the highest difficulty (16%).
 

Tips and advice to help

To address these challenges, Uswitch has created a guide for elderly and vulnerable customers. This guide covers broadband options, online safety, and understanding technical jargon to help users navigate the digital world confidently.

Empowerment in the Digital Age: A Guide for Elderly and Vulnerable Users

From video phone calls with family and friends to streaming TV shows and movies to online shopping and managing finances, having internet access is proving to be more important in our everyday lives.

With the digital world just a tap away, navigating which broadband is best can still be daunting for those not accustomed to it, especially among the elderly.
 

​​Can pensioners get social tariff broadband?

Social tariff broadband isn’t available to all pensioners. To be eligible, individuals must be actively receiving Pension Credit, often called Guarantee Credit. This entails meeting both the age requirement for pension eligibility and the criteria for a low-income household.
 

How do broadband providers help accommodate vulnerable/elderly customers?

UK broadband providers accommodate vulnerable and elderly customers by offering specialised customer support, simplified billing, discounted packages, and prioritised service restoration during outages. They also provide resources like online safety guides for enhanced accessibility.

Simplified Billing and Pricing: Streamlining billing processes and offering clear pricing structures, with options for paper billing and simplified payment methods. Providers ensure that elderly customers understand their bills and payment options.

Priority Support: Offering priority support queues or expedited assistance for elderly and vulnerable customers, ensuring that their inquiries and issues are addressed promptly and with care.

In-home Technical Support: Programs offer in-home technical support for setup, troubleshooting, and basic training on internet services, often at reduced rates for eligible customers.
 

Online safety and how to spot potential scams

Using the internet can make life easier, but it also puts people at risk of scams and fraud. In the UK, 1 in 15 people aged 60 and over fall victim to online scams every year. Even though cybercrime and online scams are on the rise, protecting yourself is possible by learning what signs to watch for and how to respond if you suspect a scam.

Online Scams: Online scams deceive people online to steal money or personal data. They come as fake emails, websites, or social media messages. Types include phishing, fake investments, romance scams, and identity theft. Stay vigilant to avoid being a victim.

Email Scams: Email is one of the popular ways to communicate with anyone. But ‘phishing’ is also one of the most common causes of scamming. Attackers will attempt to steal money, account information and or even sensitive information. They could even send links with malicious software which can infect your computer and give it a virus.

Dating/Romance Scams: Romance scams occur when someone adopts a fake online identity to gain a victim’s affection and trust. The scammer then uses the illusion of a romantic or close relationship to manipulate and/or steal from the victim. Quite often they target elderly or vulnerable people because they can often be lonely.
 

How to buy broadband for an elderly or vulnerable customer

Buying broadband for an elderly or vulnerable customer involves considering their specific needs and providing assistance where necessary. Here’s a step-by-step guide on how to assist with taking out broadband for an elderly/vulnerable person:

• Assess Needs: Understand their internet usage requirements. Do they need basic browsing, email access, or streaming services? Consider factors like speed, data limits, and reliability.

• Simplify Options: Explain broadband packages in simple terms, avoiding technical jargon. Highlight features such as unlimited data, easy installation, and reliable customer support.

• Assistance with Research: Help them research broadband providers and packages. Compare prices, contract lengths, and customer reviews to find the best option.

• Assist with Ordering: If they’re comfortable, assist them in placing the order online or over the phone. Provide guidance on filling out forms and selecting appropriate options.

• Installation Support: Coordinate installation with the broadband provider. If necessary, arrange for a technician to assist with setup and installation of equipment.

• Security Awareness: Educate them about online safety and security measures to protect against scams, phishing, and malware.
 

Online jargon busting

Online terminology can be confusing if you’re coming across new words for the first time, so Uswitch has listed a few of the words you might come across and what they mean. Consumers aged 71+ are most likely to struggle with internet-related jargon (76%), indicating that unfamiliar technical language is a key barrier for this age group.

Broadband:

High-speed internet access that is always on and faster than traditional dial-up connections. It allows for faster browsing, streaming, and downloading.

Wi-Fi:

Wireless internet technology that allows devices like computers, smartphones, and tablets to connect to the internet without needing physical cables. Wi-Fi enables internet access within a certain range of a wireless router.

Bandwidth:

The maximum amount of data that can be transmitted over an internet connection in a given period. Higher bandwidth allows for faster internet speeds and better performance when multiple devices are connected simultaneously.

Streaming:

Watching videos or listening to music over the internet in real time without downloading the entire file first. Services like Netflix, YouTube, and Spotify use streaming technology.

Find out more at Uswitch broadband (external link will open in a new browser tab or window).
 

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Further reading and resources

Are you eligible for a social tariff?

Digital Voice – BT service for making landline phone calls over broadband

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