General anxiety about getting things wrong. A reluctance to click anything in case it breaks something or leads somewhere unsafe.
Video calls and messaging. Wanting to use WhatsApp, FaceTime, or Zoom to stay in touch, but not feeling sure how.
Software updates. Not knowing whether to accept them, what they do, or why the device keeps asking.
Passwords and accounts. Being locked out of an email account, not knowing what password was used, or managing too many accounts to keep track of.
A new device. Moving to a new phone, tablet, or laptop and needing everything transferred across and set up properly.
By At Ease Online · Updated May 2026 · 6 minute read
IT Support for older adults: How to get the right help
Technology should make life easier, not more stressful. This guide explains what good IT support actually looks like, how to find it, and how to avoid the people who will take advantage.
Two very different kinds of help.
Around 2.8 million people in the UK are still entirely offline, and a further 27% of adults use the internet for only a handful of basic tasks because they lack the confidence to go further, according to Ofcom research. The figures are highest among people over 65.
The gap is rarely about ability. It is usually about having had no one to sit down with and explain things clearly, at a sensible pace, without jargon. That is what good IT support for older adults actually looks like - and it is quite different from the standard break-fix model most people imagine when they hear the phrase.
There is an important distinction worth understanding before you look for support.
Something has gone wrong - fix it
This is the traditional IT support model: your laptop stops working, someone comes and fixes it, and they leave. It is useful when something is genuinely broken, but it does not build any lasting understanding. The same problems tend to reappear, and you are no more confident than before.
Situations where people most often need help.
The things that bring people to look for IT support tend to follow a familiar pattern. Some of the most common are:
Building confidence over time
​This is support that helps you understand what you are doing and why, so you become more independent rather than more reliant. It covers everything from setting up a new phone to managing your accounts, staying safe online, and knowing what to do when something unexpected happens. This is the kind of support that actually changes how people feel about technology.
None of these are unusual, and none of them reflect a failing on the part of the person asking. Technology has changed rapidly and most of it was not designed with older users in mind.
The problem with relying on family.
Many older adults rely on a son, daughter, or grandchild for tech help, and there is nothing wrong with that when it works well. But it has limitations that most people recognise but rarely say out loud.
Family members are often busy, may not be local, and tend to fix things quickly without explaining what they did. Asking for help repeatedly can feel like a burden. And for anything sensitive involving a family member may not feel comfortable or appropriate.
Having access to a patient, professional, and independent source of support changes this significantly.
How remote support works.
A lot of IT support now happens remotely, meaning a support person can see and interact with your screen from a different location, without needing to visit your home. This sounds more alarming than it is.
How it works in practice: You share your screen by downloading a small programme and reading out a code. The support person can then see your screen and, with your permission, move the mouse and make changes. You can see everything that is happening at all times, and you can end the session immediately by closing the programme.
Legitimate remote support is used by banks, businesses, and IT departments every day. The key safeguard is simple: you should only ever agree to remote access with someone you have contacted yourself through a trusted route - not with someone who has called you out of the blue.
Fake tech support scams.
This is where things become important. Fake tech support is one of the most common scams targeting older adults in the UK, and it specifically exploits the fact that many people feel uncertain about technology.
Microsoft, BT, and Apple will never call you to tell you your computer has a virus. Neither will your broadband provider, your antivirus company, or any government department. If you receive a call like this, it is a scam. Hang up.
The average loss to a tech support scam in the UK is over £1,000, according to Action Fraud. The calls are often convincing because scammers can make their number appear as a genuine company name or number on your phone screen.
Here is what these calls typically involve:
A call claiming your computer has been hacked or infected. The caller says they are from Microsoft or your broadband provider and need to connect to your computer to fix it urgently.
A pop-up on screen with a phone number. A website or advert generates a full-screen warning saying your device is at risk, with a number to call. The number connects to scammers, not a real company.
A request to download software or read out a code. This gives the scammer remote access to your device. Once connected, they can access accounts, install software, or steal information.
If you are ever unsure whether a call or message about your computer is genuine, do not act on it. Close the browser tab, hang up the phone, and contact a trusted source before doing anything else.
What to look for in a good IT support provider.
Whether you are looking for one-off help or ongoing support, a few things are worth checking.
You feel comfortable asking the same question more than once.
They work at your pace, not theirs.
They do not charge for a first conversation or assessment.
They are transparent about what they are doing and why.
They explain things clearly and do not rush you.
Good support leaves you more capable, not more dependent. If you finish a session feeling confused about what just happened, that is a sign the support was not right for you.
One Final Note
You can't always have someone beside you when something goes wrong. But when you have the right support in place and know who to turn to, technology stops feeling like a problem.
That's where we come in.
At Ease Online
We're worth knowing about
Sources
Ofcom — Digital Exclusion Research 2025; Age UK — Facts and Figures: Digital Inclusion and Older People, July 2025; Centre for Ageing Better — Digital Inclusion report 2025; Action Fraud — tech support scam guidance and loss data; National Cyber Security Centre — fake tech support warnings; Microsoft — avoid and report technical support scams (support.microsoft.com).
This guide is for general information only. If you believe you have been targeted by a tech support scam, contact Action Fraud on 0300 123 2040 or visit reportfraud.police.uk.