Access for all? Connectivity in a cost-of-living crisis

The internet has been called ‘the great leveller’, making our access to services, products and opportunities easier and more affordable.  

But we are facing, once again, an unprecedented crisis. The cost of living is set to spiral, and millions of families will have tough choices to make about what they consider essential. For many, this will mean restricting or even eliminating their access to the internet as they seek to prioritise their bills.  

Nesta have found that already roughly 620,000 people in Scotland are experiencing data poverty, and often the access they do have is inadequate for their needs. 

The crisis is biting hard. EY reports that anxiety is increasing among households around providers increasing costs. Ofcom, similarly, found that people are more willing to change their current broadband plan than cancel their subscription. Given our reliance on technology throughout the pandemic, this suggests that more and more households see connectivity as an essential utility, like gas, electricity and water.  

What are telecoms providers doing? 

The biggest offer of support from the telecoms industry has been social tariffs, which have been around for a while. In 2021, Ofcom strongly advised providers to make customers aware of this option, and for good reason: almost a year later in 2022, they found only 1.2% of eligible customers had accessed it. 

Eligibility for social tariffs typically require customers to be in receipt of Universal Credit or other benefits. Each provider has their own criteria, and the quality, price and availability of each package varies according to where you shop. While there has been an increase in social tariff packages across telecom companies, a lack of uniformity in eligibility could make it harder for lower-income households to find the right deal for them.  

For more information and updated plans, check out MoneySavingExpert’s comparison page. 

What else are they offering? 

Providers have been working closely with the voluntary sector to think about how they can support some of society’s most vulnerable. Virgin Media O2, Three and Vodafone have partnered with Good Things Foundation to launch the National Databank, supporting local organisations to get data where it is needed.  

Similarly, Vodafone launched its charities.connected programme to support digital inclusion programmes across the UK. Three’s Reconnected programme takes old phones, repackages them and donates them with unlimited data for six months.  

Beyond the provision of data 

Providing connectivity to those that need it is essential in supporting millions of people through this crisis, but providers have also made a series of pledges to ensure this is easier, more dignified and more accessible than before. This includes an explicit promise to treat struggling customers with compassion, alleviating penalty charges, instituting payment plans and prioritising vulnerable users.  

Data providers are also expanding zero-rated websites, offering access to crucial services like Turn2Us, the National Debtline and Citizen’s Advice for free.  

What next? 

Successive crises are embedding the importance of the internet in the collective consciousness. We’ve always known that access to the decent and affordable connections are crucial in the 21^st century, for our work and home lives. Our Connecting Scotland programme understands this, and we’ve just extended the unlimited connectivity for recipients by another year. 

But what’s there is not enough. A safe, secure and reliable internet connection is, and has been for some time, an essential utility. Providers have an over-reliance on word-of-mouth, the voluntary sector and goodwill where they should be pro-active and making a lasting difference when it matters most.  

In the short-term, it’s vital that we support as many people as we can to access their entitlement and ensure this crisis doesn’t disconnect anyone.