Broadband is becoming more widely available and affordable, but it’s hard to ignore that millions of people still aren’t using it. The assumption has always been that if you build the networks, people will connect.
Governments have poured hundreds of thousands into full-fibre rollouts while providers cut their prices and made coverage maps look more appealing than ever. So why hasn’t adoption kept up? Even in the areas where gigabit speeds are available right on one’s doorstep, there are so many households that don’t use it to its full capability – or sign up at all.
The barrier isn’t really availability then, is it? It all comes down to confidence, which comes from digital literacy. If someone doesn’t know how to set up an email account or fill in a form online, the speed of their connection is beside the point.
Industry experts are pointing to digital literacy as the missing link in broadband adoption, and the reason why the digital divide still exists despite the coverage gap shrinking.
Our Experts
- Promise Akwaowo: Automation & AI Practitioner at Royal Mail Group
- Abdullah Iqbal: Founding Director of Invest Haramain
- Oliver Moheda: CEO of Total Artist Management
- Berit Block: Senior Director of International Marketing at Constant Contact
- Carlos Correa: Chief Operating Officer at Ringy
- Mahmood Nawaz Khan: Lead Data Architect at LTIMindtree
- Dr Tej: Founder of My Performance Learning
- Emma Muir: PR & Communications Consultant at Clear Cut Consultants
Promise Akwaowo, Automation & AI Practitioner at Royal Mail Group
“The broadband debate has focused on coverage for too long, when the real gap is confidence. The GSMA estimates that around 3 billion people worldwide live within mobile broadband coverage but do not use it; the usage gap is several times larger than the coverage gap. The UK tells a similar story. Gigabit-capable broadband now passes most premises, yet take-up consistently lags availability, and the Lloyds Consumer Digital Index shows millions of adults still lack the essential digital skills to benefit from a connection even when one exists.
In my own work delivering enterprise automation and AI at Royal Mail, and as a STEM Ambassador reaching over 250 students, I have seen the same pattern: infrastructure alone changes nothing; capability changes everything. People adopt what they understand and trust. That is why digital literacy is not a nice-to-have alongside broadband rollout; it is the adoption mechanism itself.
Research suggests every pound invested in digital skills returns roughly nine pounds in value. Every pound spent on fibre should carry a matching commitment to skills, delivered through schools, libraries, employers and community programmes. Until we treat literacy as infrastructure, we will keep building networks people pass by rather than plug into.”
Abdullah Iqbal, Founding Director of Invest Haramain
“You can build the fastest broadband network in the world, but if people don’t know how to use it, its full potential will never be realised. Having built businesses across the UK and Saudi Arabia, I’ve seen how digital adoption accelerates when technology is paired with education.
The next step is helping people build the confidence to use these services effectively, whether they’re starting a business, accessing healthcare or interacting with government online.
At Invest Haramain, we help international clients invest, relocate and establish businesses in Saudi Arabia. Internet access is rarely the challenge. What often surprises our clients is how seamless digital services in both the UK and Saudi Arabia can be when people understand how to use them.
Countries that invest in digital literacy alongside digital infrastructure will see stronger productivity, greater economic participation and better outcomes across both the public and private sectors. The infrastructure is already there. Now the focus should be on giving people the skills and confidence to make the most of it.”
Oliver Moheda, CEO of Total Artist Management
“While broadband infrastructure has improved significantly, one of the biggest barriers to adoption isn’t access – it’s confidence. Across businesses of all sizes, I’ve seen that simply providing faster internet or better digital tools doesn’t automatically lead to greater productivity. People need the knowledge and confidence to use technology effectively.
Digital literacy should be viewed as an ongoing investment rather than a one-time training exercise. As AI, cloud collaboration, and digital communication become central to modern work, organisations that prioritise practical digital education will gain a competitive advantage. This is particularly important for small businesses, freelancers, and creative industries, where technology can unlock global opportunities but can also feel overwhelming without the right support.
The conversation should move beyond broadband coverage alone and focus on helping people understand how technology can improve their work and everyday lives. Better connectivity is only valuable when people have the skills and confidence to make the most of it.”
Berit Block, Senior Director of International Marketing at
Constant Contact
“Modern apps have normalised instant data access, and any technology that brings simplicity, for consumers and businesses alike, is a much needed step forward. This is important for independent firms.
Clients often choose for personal connection and expertise – now they need to show that they can clearly communicate these changes to their customer base. The right digital tools allow small financial firms to meet rising expectations at scale, delivering targeted, jargon-free updates without losing the warmth that sets them apart from the big players.”
Carlos Correa, Chief Operating Officer at Ringy
“Building fibre without digital literacy is a waste of money. Broadband adoption needs to stick within communities, and for that, policymakers need to shift from teaching generic internet lessons to treating broadband adoption as if it were an Enterprise Software Adoption/Change Management initiative.
Adoption and training need to lead with workflow and use cases. For broadband project managers/policymakers, this means that the digital literacy training needs to be funded and structured based on how to train residents of communities on applying digital tools to solve the daily problems within their communities (telemedicine, managing funds, bidding on jobs, whatever else) rather than just browsing the internet.
In addition, the digital literacy curve can be helped by the presence of AI as the Onboarding interface. One interesting pattern in the Outsourcing industry, specifically Transcom and their deployment of Gemini inside Google Workspace/NotebookLM, is that Conversational AI tremendously accelerates the pace of knowledge transfer for noobs.
Instead of getting frustrated with complex websites and Google Search, they devour answers through natural language and validate each step of their journey. If digital literacy initiatives in communities are able to train adults on the use of the web via an AI Assistant that’s localised to the community, then broadband adoption confidence moves from zero to strong as they become daily users of the tool, and broadband becomes locked in as a requirement for their home.”
Mahmood Nawaz Khan, Lead Data Architect at LTIMindtree
“I’ve seen firsthand that broadband availability alone doesn’t create digital transformation – digital literacy is equally important. Organisations can invest heavily in cloud platforms, AI, and modern digital services, but if individuals lack the confidence or skills to use them effectively, adoption remains limited.
Across industries including banking, insurance, and retail, I’ve worked on modern cloud data platforms designed to make information more accessible and improve customer experiences. Reliable broadband enables these services, while digital literacy empowers people to benefit from online banking, telehealth, education, and government services safely and confidently.
Closing the digital divide requires continued investment in both infrastructure and education. Communities benefit most when high-speed connectivity is paired with practical training that helps users navigate digital services securely and effectively. Together, these efforts strengthen economic participation, improve access to essential services, and create a stronger foundation for future technologies such as AI.”
Dr Tej, Founder of My Performance Learning
“Digital literacy is something of a forgotten factor in the broadband adoption discussion. While it’s critical to have a connection that is fast and reliable, it doesn’t inherently provide confidence, opportunity or inclusion. If individuals don’t understand how to navigate digital tools and use them wisely and safely, broadband becomes merely an underutilised utility instead of a tool for learning, working and accessing support.
Digital literacy for children and young adults can affect their ability to learn – not just how they research, revise, communicate or finish homework, but also how they interact with the growing online learning systems many schools utilise.
For parents, digital literacy skills can impact how they support their child’s learning, access school records or ask for help. For adults, those skills can play a huge role in employment opportunities, financial literacy and confidence, and access to essential services.
The challenge with digital literacy is that it’s a moving target. It’s not just about understanding how to click certain buttons. Digital literacy also includes critical thinking, knowing how to stay safe online, problem-solving, confidence and so much more. If we don’t understand these terms, people can have broadband but still feel digitally illiterate.
That’s why, if we want broadband adoption to make a true impact in our communities, we need to pair infrastructure investments with digital literacy skills training. After all, connectivity gives everyone a key to the door… but digital literacy skills will help them walk right through.”
Emma Muir, PR & Communications Consultant at Clear Cut Consultants
“Digital literacy is the piece that too many broadband strategies leave out entirely. We work with businesses across the UK, including those in rural and semi-rural locations, and the pattern is consistent. Connectivity problems and confidence problems look identical from the outside. A business owner who cannot get online and one who does not know how to use the tools available to them both end up in the same place: under performing, uncompetitive, and cut off from the support they need to grow.
For small businesses and sole traders, the stakes are high. Customer acquisition, financial management, marketing, and supplier relationships all depend on digital capability now. Broadband infrastructure solves the access problem. Digital literacy solves the usage problem. Closing the adoption gap requires investment in both, at the same time, in the same communities.
The businesses that have benefited most from improved connectivity are almost always the ones that already had some level of digital skills to build on. For the rest, faster broadband alone changes very little. The missing link is not the cable. It is the confidence and knowledge to use what the cable enables.”
