For many, the internet is a lifeline – connecting them to work, healthcare, and loved ones.

But for millions in the UK, going online remains fraught with barriers, leaving them isolated, disadvantaged, and at risk of worsening mental and physical health.

A new Ofcom-commissioned report reveals the stark reality of digital exclusion, exposing how gaps in access, confidence, and affordability are deepening inequalities.

While the number of people entirely offline has dropped from 13% before the pandemic to just 5% today, that still represents 2.8 million people cut off from an increasingly digital society. Even among those who are online, 8% lack confidence, leaving them hesitant to engage with essential services.

A Double-Edged Sword

Researchers commissioned by Ofcom spoke to 70 people across the UK, including disabled individuals, those in unstable housing, minority ethnic groups, non-English speakers, and infrequent internet users. Their experiences paint a troubling picture of an internet that fails to serve everyone equally.

For disabled participants, going online often came at a physical cost – fatigue, pain from poorly designed devices, and heightened anxiety. Many struggled with websites and apps that weren’t built with accessibility in mind, forcing them to rely on workarounds or simply go without.

Those in insecure housing, meanwhile, described the frustration of unreliable connections. Overcrowded homes led to sluggish speeds, while short-term rentals made signing up for broadband nearly impossible. Some found themselves locked out of remote work or education opportunities, exacerbating financial instability.

Racism and abuse further poisoned the online experience for many minority ethnic users. Nearly half (48%) reported encountering hateful content targeting their ethnicity in the past month alone—a figure that underscores the toxic undercurrents running through digital spaces.

The Hidden Costs of Being Left Behind

The consequences of digital exclusion ripple far beyond inconvenience.

Participants described missing medical appointments, struggling to apply for jobs, and feeling increasingly isolated as services moved online. Non-English speakers, in particular, found themselves dependent on family or friends to navigate essential tasks—banking, government forms, even booking a GP appointment.

Even those who were technically online often faced barriers. Around 27% of UK adults are “narrow internet users,” sticking to just a few basic tasks due to fear or lack of skills. Another 18% rely solely on smartphones, often because they can’t afford a home broadband connection—a limitation that disproportionately affects women and lower-income households.

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As the digital world accelerates, with AI and streaming reshaping how we work and communicate, the risks of being left behind are mounting. Disabled users, already more vulnerable to online harms (76% reported negative experiences, compared to 64% of non-disabled users), fear being further marginalised as services abandon traditional formats.

Ofcom has pledged to act, using the findings to push for better media literacy programs, smoother transitions from outdated technology, and stronger industry accountability.