5 March: London, UK: BT Group and UK digital inclusion charity AbilityNet have teamed up with Gavin & Stacey star, Melanie Walters, best known for playing Gwen in the hit BBC series, to help older people stay safe online, as new research reveals one in five are “too intimidated” to attend traditional tech classes.

Walters joined a group of retirees on board a restored 1950s Pullman-style steam engine on the Epping-Ongar heritage railway for a day out with a difference - bringing modern tech to a classic setting to get their online confidence back on track by learning alongside their peers.

On board a group of seniors took part in digital workshops about online safety and put their new tech skills to the test. The sitcom star told how the session was a game-changer for the group who ranged in age from 65 to 92 - proving you’re never too old to learn to be safer online.

Lack of confidence driving fear and avoidance

It comes as new research from BT Group reveals over half (54%) of older people fear they could become a victim of an online scam and almost nine out of 10 (86%) would welcome simple, clear guidance to help them understand what’s genuine online. Embarrassment remains a barrier to asking for help, with 16% admitting to hiding scam concerns from their children to avoid appearing incapable.

The research reveals the scale of the problem facing older people online, with more than four in 10 (44%) reporting they had been targeted more than 10 times in the past year. The average over-65 has been targeted by up to 8 scams in the past year, ranging from fake delivery texts to online shopping scams.

The most common scams were messages or emails pretending to be from a bank or official organisation, such as HMRC (62%), pop up messages pretending your device has a virus (49%) or other suspicious messages or calls (49%). The average loss reported by victims was £1,059.40 per incident. Among those who were scammed of money, 11% had lost more than £3,000 in a single scam.

For many, the way criminals are exploiting new technology like AI is also a source of anxiety. Just 2% of older people are confident they could spot fake content, with one in four left feeling “unsure who or what to trust online”. A further 16% feel anxious deciding if something is genuine, while three quarters have changed their online habits due to fears over scams - from avoiding clicking email links to shopping online, or managing their money using apps or websites.

At BT Group, scam-blocking efforts have been driven by significant network innovation. Across 2025, the Group’s team of more than 3,000 security professionals blocked 1.6 billion attempts to access malicious domains, stopped 200 million scam SMS messages, blocked 61 million scam calls and flagged a further 175 million nuisance and fraud calls to keep customers protected.

Welsh actress Melanie, who is best known for playing Gwen in hit BBC series Gavin & Stacey, and also appears in the BBC’s highly anticipated second series of Death Valley, also revealed how she narrowly escaped losing thousands to a scam attempt last year.

Melanie told how the scammers - who contacted her via email claiming her account security had been breached - had access to her name, email address, home address and other personal information. And it was only an unusual glitch in the form she was using to input her account details that caused her to pause, and check the communication was genuine with her bank. 

She said: “What struck me the most was how sophisticated the scam was. I am quite cautious online and know not to click links or anything like that - but these scammers were playing the long game.

“I began when I received an email warning me that the image data I had used to open my new business account had become compromised - I assumed this meant my passport - and I was offered a year’s free credit score check with a well-known company, which I could access using a link and a code.

“A month later a letter arrived from a different bank, saying someone had tried to open an account in my name. I was really shocked by how manipulative the scam was. If I had gone ahead and shared my bank details, I would have risked losing thousands of pounds.

“Unfortunately scams are now part of everyday life, and that’s why these BT Group and AbilityNet sessions matter. They give people a safe place to share their worries without embarrassment and help them develop the confidence they need to protect themselves and be independent online.”

Retired teacher Kathryn Ross, 71, from Cornwall always considered herself savvy online but told of her embarrassment after losing £70 to an online scam that she never told anyone about - not even her bank.

She said: “I saw an advert on social media which claimed to link to a closing down sale for fashion brand Seasalt. I followed the link and ordered £70 worth of clothes, but not long after I saw a post warning other people it was a scam. I immediately cancelled my card, but the money was gone. Afterwards I was too embarrassed to tell my bank I had fallen for a scam, so I never got it back.

“It might not seem a huge amount of money but to someone on a pension £70 is a lot. But the strongest feeling was embarrassment and irritation. I’m not surprised almost one in five over 65s have admitted to hiding scam concerns - it’s embarrassing to admit you feel vulnerable.”

Kathryn isn’t alone, as the research findings reveal a growing digital confidence gap among older people that BT Group and AbilityNet are working to close through free in-person digital skills sessions for over 65s and disabled adults, helping them to build their confidence and independence online.     

Free in-person digital skills sessions are available to over 65s in locations across the UK including London, Birmingham, Glasgow, Edinburgh, the East Coast of Scotland, Newcastle, Brighton and Hove, Sussex, Belfast and surrounding areas. Participants can attend a workshop or request a one-to-one session in their homes tailored to individual needs, from learning the basics with a smartphone or tips on staying safe online. The sessions are supported free online webinars available for anyone in the UK to join.

BT Group’s partnership with AbilityNet has now supported 14,000 people, with 9,000 benefitting from the courses in the last year.

BT Group’s Responsible Business Director Richard Marsh said:

“Our research shows many older people feel intimidated about joining tech classes – and rising fears around criminals misusing AI to create ever more convincing scams only adds to that sense of uncertainty. That’s why, alongside our scam blocking efforts, we’re also working with AbilityNet to take free support directly into communities, creating safe, welcoming spaces where people can build confidence at their own pace. At BT, connecting for good means ensuring everyone has the confidence and support they need to benefit from the digital world.”

AbilityNet’s CEO Amy Low said:

“The digital world, while bringing exciting new opportunities, can be a source of anxiety for older people who are increasingly targeted by scams. The development of AI technology represents an additional challenge for many who already feel unsure of what they can trust online. At AbilityNet, we see every day that the issue is rarely a lack of ability, but a lack of support. Our partnership with BT Group is helping ensure that people who did not grow up with technology have the skills they need to feel confident and independent online.”

To find out more about BT Group and AbilityNet’s free digital skills support head to  https://abilitynet.org.uk/TrainingOnTrack

Additionally people over 65 from anywhere in the UK can join AbilityNet’s free online webinar on Thursday 26 Feb to find out how you can make your smartphone easier to use.

ENDS

NOTES FOR EDITORS

*BT Group Research carried out by Opinium Research in February, surveying 1,000 UK adults aged 65+

About AbilityNet

UK charity AbilityNet has more than 25 years of experience of empowering disabled people through technology at home, at work and in education. In its mission to create a “digital world accessible to all,” it works with individuals, charities, and community groups to champion inclusive digital design, and its experienced consultants enable the private and public sectors to deliver accessible websites, services, and apps. The Charity’s Patron is Baroness Martha Lane-Fox. www.abilitynet.org.uk 

AbilityNet offers free IT support at home and online to older people and disabled people via its nationwide network of 500+ AbilityNet Tech Volunteers. To access the free service, call the helpline on 0300 180 0028 during UK office hours, email to enquiries@abilitynet.org.uk or visit: www.abilitynet.org.uk/at-home 

• Research shows over 65s who struggle online spend 25% more time completing digital admin than those with more tech confidence – including tasks like booking GP appointments or train tickets
• Those lacking confidence spend 50% more time booking a GP appointment – and nearly one in eight give up because they find the process too complicated
• Former BBC presenter Johnny Ball has urged less tech savvy pensioners to get online and improve their digital skills, admitting it used to take him “days” to do online tasks that should take minutes
• Johnny has teamed up with BT Group, which alongside UK charity AbilityNet, is encouraging those struggling with digital tasks to reclaim the day with free training to give older people more skills and confidence online.

Legendary BBC broadcaster Johnny Ball, who made maths fun for millions and shaped the UK’s love of learning, is today urging less tech savvy older people to reclaim the day by cutting the time they spend struggling with online tasks.

Ball has joined forces with BT Group and UK charity AbilityNet to support older people who are being left behind when it comes to completing basic online tasks. This comes as new research shows nearly half of over 65s struggle to complete digital admin without help – including booking GP appointments or train tickets, ordering repeat prescriptions or online banking. Almost a quarter are abandoning essential online tasks completely because they find the process too complicated or time-consuming.

Older people who do not feel confident online spend 25% more time than other age groups completing basic online tasks over the course of a year.

This includes 50% more time spent booking a single GP appointment – with nearly one in eight giving up on booking because they find it too difficult or time-consuming.

BT Group and AbilityNet are offering free in-person digital skills sessions for over 65s and disabled adults, helping them to build their confidence and independence online. After benefiting from BT and AbilityNet’s free training himself, TV legend Johnny Ball is now urging more of his generation to do the same.

Johnny, hosted groundbreaking educational children’s shows spanning several decades from the 1960s to the 1990s – from BBC’s Play School, Think of a Number and Knowhow to ITV’s Johnny Ball Reveals All.  The 87-year-old father of BBC Radio 2 star Zoe Ball and grandfather to DJ Woody Cook–has revealed his own tech struggles as part of his work with BT.

He said: “I spent the best part of 50 years helping people’s children understand science and maths in a fun, engaging way, but now it’s the turn of today’s parents I hope to influence in learning about technology, in order to make their everyday lives easier.

“For some, basic skills like booking a GP appointment or paying for your parking, using modern technology can seem daunting. I also feel that at times. It used to take me days to do basic online tasks that should take minutes.

“I still need help to do some things. For example, for sending WhatsApp messages and other social media - I often learn from my wife Di or daughter Zoe.

“But the more skills you have the more confidence you feel, so that with practice you’ll find you will be able to reclaim much of the time you took grappling with an app or a website.

“Take it from me, digital tasks are easier than you think. So, like me, you will feel a huge sense of achievement and joy when you  get to the point of doing something new, comfortably.”

The research from BT Group also shows how fears around digital safety are holding many older people back. A third of over-65s say worries about scams make them reluctant to carry out essential tasks online. Almost a quarter have difficulty trusting what they read online.

Others are held back by practical issues – such as a lack of confidence using the cloud (35%), connecting to WiFi (23%) and being able to set up a new device (20%).

Kamla Parmar, 76, told how the several AbilityNet training sessions she attended have transformed her confidence online.

She said: “Prior to my sessions with AbilityNet I didn’t do online banking as I didn’t have the trust or confidence to do it. I felt too old for the technology we have nowadays and that it was beyond me. I’d get flustered trying to move between different tabs and screens. But now it’s easy for me and the things that seem difficult are actually a lot simpler than you imagine them to be.”

Kamla isn’t alone, as analysis by Age UK* has found around 4.7million people aged 65 and over in the UK lack the basic skills to use the internet.

Four in 10 say their lives would be easier with better digital knowledge, while 43% plan to take part in a digital training course to improve their confidence online.

BT Group’s partnership with AbilityNet has now supported 13,000 people, with 5,000 benefitting from the courses this year alone.

Alongside its digital skills courses, AbilityNet is launching a free ‘how to stay safer online’ webinar on January 28, 2026.

BT Group’s Responsible Business Director, Richard Marsh, said: “Johnny Ball has opened the world of maths and science to millions of children. It’s a privilege to work alongside him and to help empower those in his generation who are eager to embrace new skills.

“Our research shows that older people who lack confidence online are losing hours grappling with new technology. By enrolling in one of our free courses with AbilityNet, they can learn these simple skills, reclaim their time and not feel so left behind.”

To find out more about BT Group and AbilityNet’s free digital skills support head to https://abilitynet.org.uk/BTDigitalSkills

NOTES FOR EDITORS

*BT Group Research carried out by Opinium Research, 25^th November to 2^nd December among 1,000 UK adults aged 65+

**Age UK's report "Offline and Overlooked" - March 2024

About AbilityNet

UK charity AbilityNet has more than 25 years of experience of empowering disabled people through technology at home, at work and in education. In its mission to create a “digital world accessible to all,” it works with individuals, charities, and community groups to champion inclusive digital design, and its experienced consultants enable the private and public sectors to deliver accessible websites, services, and apps. The Charity’s Patron is Baroness Martha Lane-Fox. www.abilitynet.org.uk 

AbilityNet offers free IT support at home and online to older people and disabled people via its nationwide network of 500+ AbilityNet Tech Volunteers. To access the free service, call the helpline on 0300 180 0028 during UK office hours, email to enquiries@abilitynet.org.uk or visit: www.abilitynet.org.uk/at-home