New report shows a million people have cancelled their broadband in the last year

Fibre broadband deals
(Image credit: Shutterstock)

A new survey by Citizens Advice has found that upwards of one million people have disconnected their broadband in the last year, mainly due to continued financial struggles during the cost-of-living crisis.

As prices have continued to increase on everything from food to energy, broadband bills have been no exception, and the charity has warned how this 'essential service' is 'becoming out of reach for many'. 

Citizens Advice also highlighted a key finding that those on Universal Credit were over 'six times' more likely to cancel their broadband. At the same time, the charity pointed out that many of these households would be eligible for discounted social tariffs. 

This has been echoed by the UK communications regulator, Ofcom, whose latest figures show that only 5% of the 4.3 million eligible households are making the most of potential annual savings of up to £200 on their broadband bills. One of the main reasons for this is an apparent lack of awareness that these tariffs exist and who is eligible for them. 

More households are expected to cancel their broadband

Worryingly, Citizen Advice has also suggested that this problem could get worse, especially for those currently on Universal Credit that are still paying for a more expensive broadband package. The charity believes that these individuals are 'more than four times more likely' to start falling behind with their broadband bills.

Speaking about the situation, Dame Clare Moriarty, Chief Executive of Citizens Advice, said:

"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.

"The internet is now an essential part of our lives - vital to managing bills, accessing benefits and staying in touch with loved ones.

"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."

Who is eligible for social tariffs?

According to the official guidance from Ofcom, those who could qualify for a social tariff include people in receipt of:

  • Universal Credit
  • Pension Credit
  • Employment and Support Allowance
  • Jobseeker's Allowance
  • Income Support

The regulator also states that 'some providers might include additional benefits, like Personal Independence Payment and Attendance Allowance'. It also stresses that 'the person receiving the benefit needs to be the main person on the contract'.

How else can I bring down my broadband costs?

There are also options available for those who are looking for cheaper broadband deals but aren't eligible for social tariffs.

The first thing to do is to speak with your current provider directly to see if you can change your current deal to something more affordable. This is likely to be the most effective approach if you're still under contract with them, as if you leave your current deal early then you may end up paying a penalty.

However, if you are currently out of contract, or yours is nearing its end, you can look to switch to a different broadband provider right now. This whole process is easy. To find something cheaper, head over to our best broadband deals page, or enter your postcode into our widget below. Either option will be able to give you the top deals in your area. 

Richard Hart

Rich is a freelance copywriter and content strategist with over 10 years' experience. His career has seen him work in-house and in various agencies, producing online and offline content marketing campaigns and copywriting for clients in the energy industry.

Read more
A hand holding a remote pointing at Netflix on TV, next to a shot from Severance on Apple TV Plus
Netflix prices are becoming a joke – here's the one streaming tactic I'm using to survive 2025
An image of network security icons for a network encircling a digital blue earth.
The critical role of delivering reliable connectivity for thriving businesses
Verizon branded sim card on purple background with don't miss text overlay
PSA: Verizon's awesome home internet deal is expiring this week - don't miss your chance to get a year of Netflix
Squirrel and network composite
My broadband was out for three days, and I don't know if I'm madder at the squirrels or Verizon FiOS
Verizon branded sim card on purple background with don't miss text overlay
Verizon's excellent home internet deal from Black Friday is still available: get a full year of Netflix for free
A person holding a remote to a TV screen showing the Disney Plus, Netflix and Prime Video logos
I’m slashing my TV streaming bills by 71% in 2025 with subscription hopping – here’s how
Latest in Wi-Fi & Broadband
Eero 7 mesh Wi-Fi system on a wooden table
I tested the affordable Eero 7 mesh Wi-Fi system, and as long as you don't need 6.0GHz Wi-Fi, it's great for bringing those dead spots back to life
Eero 7 on a nightstand
Amazon's new Eero 7 and Pro 7 complete a 'comprehensive lineup' for its customers – here's everything you need to know
A hacker wearing a hoodie sitting at a computer, his face hidden.
I just learned something awful about my home Wi-Fi setup thanks to iFixit’s ‘worst of CES 2025’ awards
Extendable WiFi 7 KV
Don't buy a router, buy a fast and secure ASUS WiFi 7 extendable router
Netgear Nighthawk router next to its box on a table
Netgear Nighthawk RS200 review: Netgear’s latest Wi-Fi 7 router is competitively priced – but makes compromises to get there
Netgear Orbi 770 router system resting on a table
Netgear Orbi 770 review: fast speeds, low Wi-Fi 7 prices
Latest in News
A business woman looking at AI on a transparent screen
Most businesses are now fully embracing AI - but aren't always protected against the risks
The Samsung Galaxy S25 Edge on display the January 22, 2025 Galaxy Unpacked event.
All three rumored Samsung Galaxy S25 Edge colors shown off in ‘official’ images
Cristiano Ronaldo promotional image for Fatal Fury: City of the Wolves
Yes, Cristiano Ronaldo is a playable character in Fatal Fury: City of the Wolves, and it makes more sense than you think
Buzz Lightyear Space Ranger Spin Rennovations
Disney’s giving a classic Buzz Lightyear ride a tech overhaul – here's everything you need to know
Hisense U8 series TV on wall in living room
Hisense announces 2025 mini-LED TV lineup, with screen sizes up to 100 inches – and a surprising smart TV switch
Nintendo Music teaser art
Nintendo Music expands its library with songs from Kirby and the Forgotten Land and Tetris