Broadband for pensioners and older people: what actually matters?

Email, web browsing, video calls, online shopping and one or two streaming services do not require gigabit broadband. A moderate-speed connection can be entirely suitable for a one- or two-person household. Higher speeds become more useful when many devices stream at once, large files are downloaded frequently or several people work and study online together.

Ofcom says social tariffs are lower-cost broadband and phone packages for people receiving certain benefits, including Pension Credit at major providers. Eligibility, provider availability and product terms vary, so customers on Pension Credit or other qualifying benefits should check Ofcom's current list before committing to a standard package.

For an older customer who still uses a landline, broadband and home phone should be planned together. The old analogue network is due to retire, so ask how the digital phone connects, whether the existing number can be kept and what happens during a power cut.

A router with clear labels, a short printed setup guide and one support route can be more useful than an app full of advanced controls. If a family member helps with technology, agree what they can do while keeping passwords and financial information private.

Look at the minimum term, notice period, setup cost, equipment charges, what happens at the end of the term and whether the price can change. Flexible monthly options can suit people who value the ability to change, while a longer fixed term can suit customers who prefer price certainty. Read the actual Contract Summary before ordering.

Providers can only arrange appropriate support when they know it is needed. If hearing, vision, mobility, health, age, bereavement, financial difficulty or another circumstance affects how the service should be communicated or supported, ask what accessibility and vulnerable-customer options are available.