- Digital exclusion describes people who are not online or who lack the means or skills to use the internet fully.
- Office for National Statistics data tracks internet use and non-use across the UK population.
- Age, income and disability are among the factors associated with being offline.
- Affordability, skills and access to devices all contribute to digital exclusion.
- Government, providers and charities run initiatives to tackle digital exclusion.
Digital exclusion means being offline or unable to use the internet fully, linked to age, income and disability. Affordability, skills and device access all play a part, and various initiatives aim to tackle it.
Last reviewed: June 2026
What digital exclusion means
Digital exclusion describes the situation of people who are not online, or who lack the access, means or skills to use the internet fully. As more of daily life moves online, from public services and banking to job searching, education and staying in touch, being excluded from the digital world carries growing consequences. Digital exclusion is not a single problem but a combination of factors, including affordability, skills, confidence and access to devices and connections. Understanding who is affected and why is the first step towards addressing it, and it is the focus of significant policy and charitable effort.
Importantly, digital exclusion is not only about whether broadband is available. A person can live in an area with excellent broadband yet remain excluded because they cannot afford it, lack the skills to use it, or do not have a suitable device. This is why tackling exclusion requires more than extending coverage.
Who is offline
The Office for National Statistics tracks internet use and non-use across the UK population, providing data on how many people are offline and who they are. While the proportion of people who are offline has fallen over time as internet use has grown, a meaningful minority remain non-users or limited users. The data shows that being offline is not evenly distributed across the population but is concentrated among certain groups, which helps target efforts to address it. Understanding these patterns, drawn from the ONS data, is central to understanding digital exclusion in the UK.
| Factor | Association with exclusion | Relevant support |
|---|---|---|
| Age | Older people more likely offline | Tailored skills support |
| Income | Lower income, more barriers | Social tariffs, device help |
| Disability | Particular barriers can apply | Accessibility and additional support |
| Skills and confidence | Lack of skills excludes | Training and digital inclusion schemes |
The role of age
Age is one of the most significant factors associated with being offline. Older people are, on average, more likely to be non-users or limited users of the internet than younger people, who have generally grown up with it. This reflects a combination of factors, including less familiarity with the technology, lower confidence, and sometimes less perceived need. However, it is important not to overstate this: many older people are confident internet users, and the gap has narrowed over time. Nonetheless, age remains an important dimension of digital exclusion, which is why initiatives often include support tailored to older people.
The role of income
Income is another key factor. Affordability can be a real barrier, as the cost of a broadband connection and a suitable device can be significant for those on lower incomes. People in lower-income households are more likely to face difficulties getting online, whether because of the cost of connectivity, devices, or both. This is why affordability measures, such as social tariffs for those on qualifying benefits, are an important part of tackling digital exclusion. Addressing the income dimension means making both connections and devices affordable for those who would otherwise be priced out.
The role of disability
Disability is also associated with digital exclusion. Disabled people can face particular barriers to getting online, including accessibility challenges, the cost of suitable equipment, and sometimes lower confidence or support. At the same time, the internet can be especially valuable for disabled people, offering access to services, communication and independence. This makes digital exclusion among disabled people a particular concern. Accessibility requirements on providers, support for additional needs, and digital inclusion efforts aimed at disabled people all play a part in addressing this dimension of exclusion.
What is being done
A range of efforts aim to tackle digital exclusion, involving government, providers, charities and other organisations. These include affordability measures such as social tariffs, programmes to extend coverage to underserved areas, initiatives to provide devices and connectivity to those who need them, and support for digital skills and confidence. Government strategy on digital inclusion, alongside the work of charities and community organisations, seeks to address the different dimensions of exclusion together. Because exclusion has multiple causes, effective action combines affordability, access and skills support rather than focusing on any one alone.
The consequences of exclusion
The consequences of digital exclusion are significant and growing. As services move online, those who are excluded can find it harder to access public services, manage finances, find work, access education, and stay connected with others. This can compound other disadvantages, as the people most likely to be excluded are often those who could benefit most from being online. Digital exclusion can therefore deepen inequality, which is why it is treated as an important policy issue. The increasing reliance on the internet for essential services makes addressing exclusion ever more pressing.
Digital inclusion initiatives
Digital inclusion initiatives seek to bring excluded people online by addressing the barriers they face. These can include providing affordable connectivity through social tariffs, supplying or subsidising devices, offering training and support to build skills and confidence, and providing access to the internet in community settings. Many such initiatives are run locally by charities, libraries and community organisations, alongside national efforts. For someone facing digital exclusion, or helping someone who is, finding local digital inclusion support can provide practical help with the specific barriers involved, whether affordability, skills or devices.
Working towards an inclusive digital society
In summary, digital exclusion in the UK describes people who are offline or unable to use the internet fully, with age, income and disability among the key associated factors, and affordability, skills and device access all contributing. ONS data tracks who is offline and shows exclusion concentrated among certain groups. The consequences are significant as life moves online, which is why government, providers and charities run initiatives to tackle it. Addressing the different dimensions together is essential to building a more inclusive digital society.
Frequently Asked Questions
How many people in the UK are not online?
The Office for National Statistics tracks internet use and non-use, and while the proportion offline has fallen over time as use has grown, a meaningful minority remain non-users or limited users. The exact current figures are published in ONS data, which also shows that being offline is concentrated among certain groups rather than evenly spread.
What causes digital exclusion?
Digital exclusion has multiple causes, including affordability, where the cost of connectivity and devices is a barrier; skills and confidence, where people lack the ability or assurance to use the internet; and access to suitable devices and connections. It is not only about whether broadband is available, as people in well-served areas can still be excluded by cost or skills.
What is being done to tackle digital exclusion?
Efforts involve government, providers, charities and other organisations, and include affordability measures such as social tariffs, programmes to extend coverage, initiatives to provide devices and connectivity, and support for digital skills and confidence. Because exclusion has multiple causes, effective action combines affordability, access and skills support rather than focusing on one alone.
Is broadband now considered an essential utility?
Broadband is increasingly treated as close to an essential utility, given how much of daily life, from public services and banking to work and education, now takes place online. This is reflected in measures such as the Universal Service Obligation, which gives a right to request a decent connection, and social tariffs to keep connectivity affordable for those on benefits.
Which groups are most affected by digital exclusion?
ONS data shows digital exclusion is concentrated among certain groups, with age, income and disability among the most significant factors. Older people, those on lower incomes, and disabled people are, on average, more likely to face barriers to being online. Many in these groups are confident users, but the patterns guide where support is most needed.
Where can someone facing digital exclusion get help?
Digital inclusion initiatives, run by government, charities, libraries and community organisations, address barriers such as affordability, skills and device access. Help can include affordable connectivity through social tariffs, subsidised devices, training and support, and internet access in community settings. Finding local digital inclusion support provides practical help with the specific barriers involved.
