Gavin and Stacey TV star supports AbilityNet to help older people build digital confidence

BT Group and UK digital inclusion charity AbilityNet have teamed up with Gavin & Stacey star, Melanie Walters (pictured), best known for playing Gwen in the hit BBC sitcom, 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 senior citizens 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. The session is just one of the opportunities offered via BT Group and AbilityNet's partnership to help older people and disabled adults boost their digital skills. 

On board the train, the group of older people took part in digital workshops about online safety and put their new tech skills to the test. Walters told how the session was a game-changer for the group ofover 65s - proving you’re never too old to learn to be safer online.  

Get free training from AbilityNet and BT Group

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.  

Watch a short video from the day:

- Webinar playbacks: How to stay safer online, Empowering Seniors: 5 Essential Tips for Online Safety and Support, and How to steer clear of seasonal scams - with Linda Robson, and  Introduction to AI for older people

Understanding AI is a barrier

For many included in the survey, 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.  

Melanie's scam experience

Welsh actress Melanie, who is best known for playing Gwen in hit BBC series Gavin & Stacey, 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. 

“It 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.” 

Former teacher scammed 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.” 

Book your free in-person digital sessions

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. Support in other areas is available to over 55s.

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 by free online webinars available for anyone in the UK to join. 

Attend an upcoming free digital skills webinar: learn how to make the most of your smartphone, including accessibility settings and avoiding online scams, on Thursday 16 April.

Get free training from AbilityNet and BT Group

BT Group and AbilityNet offer free in-person digital skills sessions for older people and disabled adults at various locations across the UK, helping them to build their confidence and independence online. Get help with basic digital skills including smartphone tips, booking GP appointments, online banking and more:

Book your free digital skills session

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

AbilityNet’s CEO Amy Low (pictured) 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.” 

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.”   

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

Additional online support with digital skills

If you or someone you know is looking for digital skills support, AbilityNet's resources will help: 

• Download free digital skills factsheets
• Get step-by-step device guides on our My Computer My Way site
• Request help from an AbilityNet volunteer or call AbilityNet's helpline on 0300 180 0028