- Ofcom requires providers to have policies to identify and support vulnerable customers.
- Priority fault repair can be available for those who depend on their connection, including some elderly users.
- Providers must offer accessible communications and support to customers who need them.
- Battery backup can be provided for those who rely on a landline during the move to digital voice.
- Social tariffs may reduce costs for elderly users on qualifying benefits, such as certain pension-related support.
Ofcom requires providers to identify and support vulnerable customers, which can include priority fault repair, accessible support and battery backup for digital voice. Social tariffs may help eligible elderly users on benefits.
Last reviewed: June 2026
Broadband and older users
Broadband is increasingly important for everyone, including older users, who may rely on it for staying in touch with family, accessing services, managing health and finances, and entertainment. At the same time, some elderly users may face particular challenges, from setting up and using equipment to dependence on a reliable connection for safety. Recognising this, the regulatory framework includes protections for vulnerable consumers, which can benefit elderly users, and providers offer support and accessible options. Understanding these protections and options helps elderly users, and those helping them, get a connection that is reliable, accessible and affordable.
It is important to note that age alone does not define vulnerability, and many older users are confident and capable with technology. The protections are aimed at those in vulnerable circumstances, which can include some, though not all, elderly users, depending on their needs.
Ofcom vulnerable consumer protections
Ofcom requires providers to establish and follow policies for identifying and supporting customers in vulnerable circumstances. This means providers must have arrangements to recognise vulnerability, treat such customers fairly, and offer appropriate support. The protections are designed to ensure that those who may need extra help are not disadvantaged, whether in how they are communicated with, how faults are handled, or how the service is provided. For elderly users in vulnerable circumstances, these protections provide a framework of support that providers are obliged to offer, rather than relying on goodwill alone.
| Protection | What it provides | How to access it |
|---|---|---|
| Support policies | Fair treatment and help | Provider must offer it |
| Priority fault repair | Faster repair for dependent users | Register needs with provider |
| Accessible communications | Information in accessible formats | Request from provider |
| Battery backup | Keeps digital voice working in a power cut | Request where dependent on a landline |
Priority fault repair
One important protection is priority fault repair, which can be available for customers who depend on their connection, including some elderly and disabled users. Where a customer relies on their phone or broadband for safety or essential needs, a provider may prioritise restoring their service in the event of a fault. This recognises that an outage can have more serious consequences for some users than others. Registering relevant needs with the provider allows it to apply such priority where appropriate, which is why making the provider aware of a dependence on the connection is worthwhile for vulnerable elderly users.
Accessible setup and communications
Providers must offer accessible communications and support to customers who need them, which can help elderly users. This can include providing information in accessible formats, offering support through preferred channels, and assisting with setup where needed. Accessible equipment and straightforward setup can make a significant difference for users who find technology challenging. For an elderly user, choosing a provider and a service with good, accessible support, and asking about help with setup, can make getting and using broadband much easier. Family members helping an elderly relative can also engage with the provider's accessibility support on their behalf where authorised.
Battery backup and digital voice
The move from the old analogue telephone network to digital voice, delivered over broadband, has particular relevance for elderly users who rely on a landline. Because digital voice depends on mains-powered equipment, it can stop working in a power cut, unlike the old analogue line. For customers who depend on their landline, including some elderly and vulnerable users, providers can offer a battery backup unit to keep the phone working during a power cut. Anyone who relies on a landline for personal alarms or emergency calls should ensure such backup is in place, and keeping a charged mobile phone is a sensible additional safeguard.
Simple broadband options
For elderly users who want straightforward connectivity, simpler broadband options and equipment can help. This includes services set up and supported in an accessible way, equipment that is easy to use, and clear instructions. Some users may prefer a provider known for good customer service and support. While the underlying broadband is the same, the ease of setup, the quality of support and the simplicity of the equipment can make a real difference to the experience. Choosing with these factors in mind, rather than only on price or speed, suits users who value simplicity and reliable help.
Social tariffs and affordability
Affordability matters for many elderly users, particularly those on fixed or lower incomes. Social tariffs, the lower-cost broadband packages for people on certain qualifying benefits, may be available to elderly users who receive a qualifying benefit, such as certain pension-related support, depending on the scheme. These can significantly reduce the cost of a connection. Checking eligibility for a social tariff is worthwhile for any elderly user on a qualifying benefit, as take-up has historically been lower than the number of eligible households, meaning many who could benefit do not claim.
Getting help and support
For elderly users and those helping them, knowing where to turn for support is valuable. Providers must offer support to vulnerable customers and should be the first point of contact for help with setup, faults and accessibility needs. Registering relevant needs with the provider enables protections such as priority repair and accessible communications. Where a provider falls short, the usual complaints and dispute resolution routes apply. Family members can often assist, and with the customer's authorisation, engage with the provider on their behalf. Making use of the available support ensures elderly users get a connection that works reliably for them.
Supporting older users online
In summary, broadband is valuable for elderly users, and the framework includes protections for those in vulnerable circumstances, which can include priority fault repair, accessible communications and support, and battery backup for digital voice. Simpler options and good support ease setup and use, and social tariffs may reduce costs for eligible users on qualifying benefits. Registering relevant needs with the provider, and making use of the available support, helps elderly users get a reliable, accessible and affordable connection suited to their needs.
Frequently Asked Questions
What protections do elderly broadband users have?
Ofcom requires providers to have policies to identify and support customers in vulnerable circumstances, which can include some elderly users. These protections can mean priority fault repair, accessible communications and support, and battery backup for digital voice. Age alone does not define vulnerability, but the protections are available to those in vulnerable circumstances.
Can an elderly person get priority broadband repair?
Priority fault repair can be available for customers who depend on their connection for safety or essential needs, which can include some elderly and disabled users. Registering relevant needs with the provider allows it to apply such priority where appropriate, so making the provider aware of a dependence on the connection is worthwhile.
What is the easiest broadband to set up for an older person?
Ease depends more on the support and equipment than the underlying broadband. Choosing a provider with good, accessible support, asking about help with setup, and selecting easy-to-use equipment make the biggest difference. Some users prefer a provider known for strong customer service, and family members can help with setup and dealing with the provider.
Are there accessible routers for elderly users?
Providers must offer accessible communications and support to customers who need them, which can extend to help with equipment and setup. While routers themselves are broadly similar, the accessibility of the setup process, instructions and support matters most. Asking the provider about accessible support and assistance with setup helps an elderly user get equipment working easily.
What is the broadband social tariff for pensioners?
Social tariffs are lower-cost broadband packages for people on certain qualifying benefits. Elderly users who receive a qualifying benefit, such as certain pension-related support, may be eligible depending on the scheme, which can significantly reduce costs. Checking eligibility is worthwhile, as many eligible households do not claim, so a qualifying pensioner may be missing out on support.
How does the move to digital voice affect elderly users?
Digital voice, delivered over broadband, depends on mains-powered equipment, so it can stop working in a power cut, unlike the old analogue line. For elderly users who rely on a landline, including for personal alarms, providers can offer a battery backup unit, and keeping a charged mobile phone is a sensible additional safeguard during outages.
