Up to one million people disconnected their broadband during the last 12 months because the cost-of-living crisis left them unable to afford it, according to a new survey.
People receiving Universal Credit have been most severely affected, and were six times more likely to have cancelled their access – despite being eligible for a discounted tariff.
Citizens Advice commissioned the research, and said it fears the problem will get worse, as those on Universal Credit are four times more likely to be behind on their broadband bills.
‘The internet is now an essential part of our lives – vital to managing bills, accessing benefits and staying in touch with loved ones,’ said Dame Clare Moriarty, CEO of Citizens Advice.
‘People are being priced out of internet access at a worrying rate. Social tariffs should be the industry’s safety net, but firms’ current approach to providing and promoting them clearly isn’t working. The people losing out as a result are the most likely to disconnect.’
Social tariffs offer superfast broadband speeds for as little as £10 a month, but according to Ofcom, only 5% of eligible households have signed up – leaving £824million in unclaimed support.
‘As providers continue to drag their feet in making social tariffs a success, it’s clear that Ofcom needs to hold firms’ feet to the fire,’ said Dame Moriarty.
Major service providers also offer social tariffs for those on Pension Credit, Employment and Support Allowance, Jobseekers’ Allowance and Income Support.
According to Ofcom, there will be no charge to switch onto a social tariff, the price will be fixed for the duration of the contract, and there will be no fee if users leave the tariff before the contract ends.
Of those surveyed who had disconnected their broadband, 42% said they found it difficult to manage other bills and 27% found it difficult to keep in touch with friends and family.
‘The internet is out of my reach’
Over the past 13 years, Rob, 63, has only had broadband for the last 10 months. He received a prepaid service from his local council, which will run out in July.
‘I haven’t had access to the internet in the past mainly because I am unable to afford the cost of broadband,’ said Rob.
‘It’s more difficult to enjoy any aspect of life since the cost-of-living crisis and certainly the internet is something that’s out of my reach.’
On the availability of a social tariff, Rob said: ‘I didn’t even know that was a thing, but I’ll look into it. I might just be able to afford it if it’s discounted enough.’
A government spokeswoman said: ‘The government has worked with Ofcom and the industry to introduce a range of high-quality, low-cost broadband social tariffs into the market. Available in 99% of the UK, these offers start from £10 per month and are currently available from 19 providers.
‘As well as this, our broadband eligibility checker simplifies the verification process and improves access to social tariffs for benefit claimants, with major providers Sky and Virgin Media already signed up and others encouraged to follow suit.
‘In addition, Jobcentre staff regularly signpost claimants to relevant information on social tariffs, and claimants can access computers for their work search at their local Jobcentre.’
See a list of social tariff broadband providers here
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