Getting Online in Kensington and Chelsea

The K&C Digital Inclusion Partnership

During the pandemic, the Council and our colleagues in the local NHS, third sector, and more, established the K&C Digital Inclusion Partnership. We are working with many local community groups and regional organisations, coordinating our efforts so more support is available for our residents to get online and be able to confidently use the internet.

The benefits of being online

Not being able to use the internet is called being 'digitally excluded'. This includes not knowing how to do things online and not having access to an appropriate device or an internet connection.

Being online helps people connect with friends and family, find out information and pursue interests, as well as access services. It helps us save money as services and products can be cheaper online. We do not believe anyone should be forced to use online service, but we want to make sure no one feels 'left behind' or that digital tools 'aren’t for them'.

Help to get online

Access help across the borough

Find all the ways you can get help with our Digital Support Drop-In Support Map.

Useful online resources to get started

We know from speaking to residents that most people who feel like they cannot use digital tools prefer to get help from a friend or family member. With that in mind, here are some additional sources of information you can use to help a loved one with things like creating an email address, staying safe online, and much more.

Citizens Online Freephone digital skills helpline

For help to get started using technology or to get support to learn how to do more online, please telephone 0808 196 5883 and leave a message. A trained digital champion will call you back and offer friendly, patient support over the phone.

Learn My Way

Free courses for you to learn digital skills to stay safe and connected.

Digital Unite Technology Guides

400+ technology guides are available on a range of topics, including how to get started using a computer for beginners, and how to use the internet safely.

Age UK Getting started on the internet

Covers device accessibility, using social media and WhatsApp and what can be done online day-to-day.

My Computer My Way from Ability Net

This talks about adaptations which will help disabled users to use the internet more easily.

The Skills Toolkit

Free courses from the National Careers Service to help learn new skills or change jobs, including computer essentials courses.

Get in person-support from a volunteer at your local library

Come along to a library drop-in session to get help from a trained volunteer. You can either bring your own device or use our computers or devices on site. We will be able to help with your queries so that you can learn to do things online confidently.

Find details of our upcoming sessions.

Volunteer with us

The K&C Digital Inclusion Partnership is looking for volunteers to help people get online. You would be offering advice, information and support to a resident, including things like helping them set up an email or WhatsApp account, or research topics they are interested in.

You don’t need to be an IT expert, you just need to feel comfortable with using a device for everyday use, and come equipped with enthusiasm and patience to help members of our local community.

If you would like to get involved, register your interest at [email protected].

What is the Digital Switchover?

The Digital Switchover is a major upgrade of the UK’s telecoms network, moving from old copper phone lines to modern digital systems that carry voice calls over the internet. This change aims to enhance the reliability and maintenance of our communications infrastructure.

What is changing?

 All old phone lines made of copper will be replaced with newer systems to improve the overall reliability and maintenance of the network.

When will this happen?

Originally planned to be completed by the end of 2025, the Digital Switchover has now been delayed until January 2027 so broadband providers, telecare providers and consumers have more time to adapt.

The Digital Switchover is being rolled out in stages. The exact timing of the switchover will vary by area, so residents should look out for communication from their phone providers regarding specific dates for their locality.

What do you need to do?

• Check connection: is your landline phone already connected to a broadband router? If so, you may not need to do anything.
• Consider replacing older phones: these may not be compatible with the newer system. Check if your phone can be plugged into your router or new socket or request an adaptor if needed.
• Contact your provider: especially if you are disabled, older, isolated or on a low-income as additional support and equipment may be available.
  • BT customers: find more information or contact telephone 0330 1234 150.
  • Virgin Media customers: find more information or dial 150 from your Virgin Media home phone or telephone 0345 454 1111 from any other phone.

If you use another provider please contact them directly.

• Inform Telecare Services: if you use telecare devices, contact them to arrange any necessary changes to your equipment.
• Check with friends and family: if you know anyone who may be affected by the switchover, check they are aware of the changes and next steps.

Support for vulnerable customers

Providers have committed to supporting vulnerable customers, such as those who are:

• disabled

• older

• isolated, or

• on a low income.

These customers should contact their landline provider to inform them of their situation. The provider will then arrange to send the appropriate equipment at no additional cost. This support ensures vulnerable individuals continue to have access to essential  communication services during and after the switchover.

No extra costs for unwanted services

Residents will not be forced to pay for broadband services they do not want or need. The digital phone service will operate using a dedicated broadband connection, which should not cost more than the current phone service. This will ensure residents can continue to use their landline without incurring additional costs.

For customers interested in broadband but concerned about costs, there are lower-cost options available. It is worth exploring different plans offered by providers to find one that fits your budget and meets your needs. Some providers offer discounted rates for low-income households, ensuring everyone has access to affordable internet services.

Customers interested in broadband but worried about costs can explore lower cost options here.

Key terms explained

Broadband: A high-speed internet connection that allows for the transmission of data over a wide bandwidth. Broadband is typically faster and more reliable than older dial-up connections.
Copper phone lines: Traditional telephone lines made of copper wire, used to transmit voice calls and data. These lines are being replaced by modern digital systems.
Digital phone line: A phone line using internet protocols to transmit voice calls over a digital network, rather than traditional copper wiring.
Digital Switchover: The process of upgrading the UK’s telecoms network from old copper phone lines to modern digital systems that carry voice calls over the internet.
Router: A device connecting multiple devices to the internet and managing the flow of data between them. In the context of the Digital Switchover, a router often facilitates the connection of landline phones to the internet.
Adaptor: A device allowing older phones or other equipment to connect to newer digital systems or sockets.
Telecoms network: The infrastructure enabling communication services such as telephone networks, radio broadcasting, and the internet. The most common telecoms providers are BT or Virgin Media.
Telecare devices: Devices providing remote monitoring and support services, such as care alarms for the elderly or disabled, which help in ensuring their safety and well-being.
Voice over Internet Protocol (VoIP): A technology that allows voice calls to be made using an internet connection instead of a regular phone line.
Landline: A traditional telephone service using a wired connection. This term can also refer to the physical phone itself.
Dedicated broadband connection: A specific type of broadband connection used exclusively for certain services, such as digital phone lines, without requiring users to pay for full internet access.
Provider: A company supplying telecommunications services, such as phone and internet connections. In the UK, the most common providers are BT or Virgin Media.
Rollout: The gradual implementation of the Digital Switchover across different areas, ensuring that the transition is managed effectively over time.

Need additional help?

If you have any questions or need assistance, please contact your landline provider or visit their website. You can also reach out to your local council for information, telephone 020 7361 2080.