A reader has reached out to the Sky News Money blog seeking help for her elderly sister, who is struggling to afford an internet connection at home.
What is the problem?
The reader, Ann Bettles, explained that her 69-year-old sister receives a state pension and housing benefit, which is soon transitioning to universal credit. She has no other income and does not qualify for pension credit. Currently, she has no landline and uses an old analogue mobile phone, with only a Gmail address for digital communication. The key question is whether she can access a cheaper broadband social tariff.
Eligibility for social broadband tariffs
Money blog editor Jimmy Rice confirmed that the sister will be eligible for social tariffs once she is on universal credit. These discounted plans, often called 'essential' or 'basic' broadband, are available from most major providers to people receiving benefits like universal credit, pension credit, and jobseeker's allowance.
After investigating current offers, Jimmy highlighted two of the cheapest deals available. Virgin Media offers a 15Mbps fibre plan for £12.50 per month, which includes free set-up and only a 30-day rolling contract. Community Fibre provides a faster 35Mbps service for the same price of £12.50, also with free set-up, but requires a 12-month commitment.
A full list of providers offering social tariffs is available from the regulator, Ofcom. To sign up, customers typically need to call the provider directly.
Alternative routes to getting online
If the sister eventually gets a smartphone, she could access free mobile data through the National Databank, a scheme run by the Good Things Foundation. Mobile social tariffs from providers like O2 (£10/month) and EE (£12/month) are another potential avenue for internet access.
For immediate, local support, Jimmy recommended exploring the National Digital Inclusion Network. This is a UK-wide group of over 7,300 organisations that help digitally excluded people by offering free internet access, devices, and digital skills training.
Finally, for basic communication needs, it's worth noting that BT and KCOM offer cheaper, voice-only landline tariffs for eligible households.
Key takeaways and next steps
The transition to universal credit will unlock access to vital social broadband tariffs. The sister, likely with help from family, should contact providers like Virgin Media or Community Fibre to discuss the £12.50 plans. Exploring local digital inclusion hubs can provide immediate, free support and skills development. This case highlights the ongoing challenge of digital exclusion for older people on low incomes, even as support mechanisms become more widely available.
