Frequently Asked Questions

Confidence to Connect is a project for people in the Greater Braintree area of Essex. It runs in summer 2026. A group of well-known organisations runs it together. These include the BBC, BT, Openreach, Lloyds Banking Group, AbilityNet and Essex County Council. The project helps people get more from things like TV and banking. If you take part, you will get faster broadband, a free TV box called Freely that plugs into your TV, and friendly local support. Confidence to Connect is part of a bigger programme called The Connection Project. This programme helps people across the UK feel more confident online.

The project is run by The Connection Project. This is an independent group that wants to help everyone in the UK feel comfortable using digital services. It is supported by the BBC, BT, Openreach, Lloyds Banking Group, Essex County Council, Braintree District Council and local community groups. AbilityNet runs the support helpline. The support is free. Calls to the helpline cost the same as any other call to a UK landline. They count towards any free minutes you have. You can find out more at connectionproject.co.uk.

More and more everyday services are moving online - from TV and banking to health appointments and council services. These changes can bring real benefits, but only if people feel supported and confident. This project is about making sure no one gets left behind as things change. We want to learn the best way to help people, so we can support more people across the country in the future.

Braintree was chosen for a few reasons. The organisations involved have good links with the local area. Essex County Council and Braintree District Council are active partners in the project. And the area has a good mix of people we want to learn from, help and support.

Yes. This is one of the first projects of its kind in the country. We are testing the best way to help people get connected and to feel confident and safe online, so we can do it for more people across the UK. Your experience really matters to us. We will ask you from time to time how things are going - what is working, what is not, and what could be better. Your honest feedback will help us get this right for others.

You may be eligible to receive 12 months of free broadband for your home, a free TV box, and friendly one-to-one support to help you feel more confident using digital services. The TV box lets you watch your favourite free channels - the ones paid for by your TV licence - and catch up on programmes you have missed. Someone will come to your home to install everything and show you how it works. You do not need to do anything technical yourself.

No. The broadband, the TV box and the support are all included as part of the project at no cost to you. You will not be asked to pay anything during the project. You will also keep the TV box afterwards.

The project is for people who live in the greater Braintree area of Essex and are customers of the organisations involved. It is aimed at people who do not currently have a fast broadband connection at home and who would like support getting online or feeling more confident with digital services. You will also need a TV and an active TV licence*. If you are not sure whether you are eligible, just get in touch and we can check for you. *If you or your partner living at the same address is over 75 and claim Pension Credit, you are eligible to claim a free TV Licence.

For now, only people who live in the Braintree area and fit the rules for the project can take part. You are welcome to tell a friend or family member about it. But please remember that not everyone will be able to join.

A trained support worker from your local area will visit you at home to help you get started with learning digital skills at your own pace. You will also have further support from your local support group. These are in-person sessions with other people from your area, which you can join if you would like to. This could include things like staying safe online, managing your money, booking health appointments, using local council services, or getting more from your TV. You can also call a support helpline at any time if you have questions or need help. The support is tailored to what matters to you - you choose what you would like help with.

The only thing we ask is that you share your experience with us. We may ask you to fill in a short questionnaire, have a quick chat with one of our team, or give us feedback on how you found using the services. This helps us learn how to improve things for other people in the future. There are no tests and no wrong answers.

Call the support helpline on 0300 180 0028. They can tell you about local events and information sessions you can go to.

Call the support line on 0300 180 0028. Calls are charged at your phone provider's standard rate. You will have a short, friendly conversation to find out if the project is right for you and to understand what support would help you most. If you decide to take part, we will arrange a time to visit your home and get everything set up. If you do not use the internet, you can still call us or ask a trusted friend or family member to help you get in touch. The project will be running for a limited time so if you would like to take part, please call as soon as possible to secure your place.

After you call the support line, we'll confirm if the project is right for you, arrange a home visit, install your broadband and TV box, and introduce you to your local support worker. We'll explain each step before it happens.

Yes, absolutely. A family member, friend or carer can call on your behalf, be with you during visits and help you along the way. In fact, we encourage it - having someone you trust involved can make things easier and means they can help you if you have questions later.

No. This is a genuine project run by well-known organisations. We understand why you might be cautious - it is sensible to be careful. You can check this is real by visiting connectionproject.co.uk, calling the support line on 0300 180 0028, or taking your letter or leaflet to a local Lloyds, Halifax or BT/EE branch and asking them to confirm. You will never be asked for money, bank details or passwords.

Yes. All the groups involved follow strict rules to keep your information safe. If you take part, we will tell you what we collect and why. We will ask before we share any of your details with another group. You are always in control of your data. You can read our Privacy Notice at www.connectionproject.co.uk. It tells you how we use and protect your information.

The project runs throughout summer 2026. You will have support throughout that time. We will let you know well in advance about anything that changes after the project ends.

The Connection Project is a partnership of banks, telecoms companies, broadcasters, government and civil society organisations. We share a commitment to making sure everyone in the UK can take part and thrive in a digital society. Technology is changing fast. Over the past 30 years, most sectors have moved online to improve how they work. But each sector has done this separately, which means we’ve made progress unevenly and created gaps. This approach won’t take us all the way to a fully connected society. We now need to plan a shared transition to a digital future that supports growth and reduces inequality. The next wave of change is already happening, from changes to TV distribution to AI in public services. Government decisions over the next few years will shape how this future works. The pace of change is accelerating, and we need to be ready.

Our aim is that everyone can live well in a digital society. This does not mean everyone has to be online. It means: People can benefit from digital services where they want to. If someone can’t or doesn’t want to be online, services still work for them through trusted support, assisted routes or offline options.

No. Our goal is inclusion, not compulsion. Many people will simply need support to use services safely and confidently. Others, such as people with advanced dementia, will need carers or attorneys to act on their behalf through secure delegated access. Organisations would also provide accessible alternatives or assisted options wherever needed.

A fully digital and inclusive UK means better services for the public and stronger growth for the economy. For people: More reliable and secure services as old systems are replaced. Simpler access to healthcare, work, education and day-to-day services, designed to be easier for everyone to use. For the economy: Research for the BBC and ETV, using PwC modelling, suggests that suggests full digital inclusion could add £21–30 billion to the UK economy every year. Research shows a strong return on investment — around £9.48 in social benefit for every £1 spent on digital inclusion. Universal digital participation supports public service reform and reduces pressure on health, welfare and justice systems.

Running both old and new systems side-by-side is expensive and often leaves the least confident users with the worst services. Some people argue we shouldn’t push people to adapt. But the digital world is already part of everyday life and, without support, many are struggling to navigate it safely. People need to be able to live well in the society that exists today. We must design our digital systems around people. This means: inclusive mainstream services, assisted or alternative options where needed, extra safeguards where risks are higher, simpler, secure online choices. Our goal is not to force people to change - it’s to make the digital world work for everyone. Past national transitions show that change can be fair. For example, during Digital TV Switchover, support was widely available and no region was left behind. With planning and the right help, we can avoid a two-tier system.

No - the aim is to design services around real human needs. This includes: Inclusive design in mainstream services. Assisted or alternative routes for people who need extra support. Simple, secure digital options. Safe ways for carers or trusted people to act on someone’s behalf. Research from Age UK and Citizens Advice shows that, when we design for people with higher barriers, services become better and safer for everyone.

Digital exclusion already harms individuals, communities and the UK economy. Without coordination, the problem will grow. For individuals and households: People who are offline often pay more for essentials (around £900 extra per year on average). They have fewer work and learning opportunities. They are more exposed to fraud and poor-quality services. They may face worse health outcomes and increased social isolation. For the economy and public services: Full digital inclusion could unlock £21–30 billion in productivity and efficiency gains each year. Households benefit from lower costs and easier access. Reducing reliance on outdated systems frees up money for better design and support. Early action reduces fraud and avoids the growing costs of running duplicate systems. For society: Digital exclusion deepens inequality. It increases pressure on public services as people reach crisis later. It undermines trust and belonging when people feel left out. A fully inclusive digital society would reduce these pressures, deliver fairer services and unlock major social and economic benefits.