During a recent coaching session with Bob, one of digitalLIFT’s learners, our screen-sharing kept freezing, websites loaded slowly, video calls lagged, and simple online tasks became frustrating.
When we ran a speed test, we discovered why: Bob was paying more than $50 per month for internet service that delivered just 6 Mbps (megabits per second) download and 0.3 Mbps upload speeds.
For many social service professionals, those numbers may not mean much. But here’s what matters: Bob was paying a relatively high price for an internet service that struggled to support basic online activities.
After exploring other options in his area, Bob switched providers. Today, he receives more than 300 Mbps download speeds and 40 Mbps upload speeds for a similar monthly cost.
His story highlights an important lesson: when helping clients get online, look beyond internet access and ask whether they have internet service that actually meets their needs.
What Is Broadband?
Broadband is high-speed internet capable of supporting modern online activities such as telehealth appointments, online learning, job applications, video calls, and accessing government services.
The FCC currently defines broadband as an internet service providing at least 100 Mbps download and 20 Mbps upload speeds.
While many households can get by with less, the definition reflects the reality that today’s digital world requires more bandwidth than it did a decade ago.
Understanding Internet Speeds
Internet speeds are typically measured in megabits per second (Mbps).
Download speed affects how quickly someone can load websites, watch videos, or download files.
Upload speed affects activities such as video conferencing, telehealth visits, online classes, and uploading documents.
This is why Bob’s connection struggled. His upload speed of 0.3 Mbps simply wasn’t sufficient for screen sharing and virtual coaching.
As a general rule:
- Under 25 Mbps is suitable only for light internet use.
- 50–100 Mbps works well for most individuals and small households.
- 100–300 Mbps supports multiple users, video calls, and remote work.
- 300 Mbps and above is ideal for larger households or heavy internet use.
Most households do not need gigabit internet, but they do need enough speed to participate fully in everyday digital activities.
Cost Matters, But So Does Value
One of the most common misconceptions about internet affordability is that the lowest monthly bill is always the best option.
In reality, affordability is about value.
A household paying $50 per month for 6 Mbps service may be receiving poor value. Another household paying the same amount for 300 Mbps service is getting a dramatically different experience.
When helping clients evaluate internet options, encourage them to compare both cost and speed.
Questions worth asking include:
- How much am I paying each month?
- What download and upload speeds am I receiving?
- Are there lower-cost plans available?
- Are there equipment rental fees?
- Is my current service meeting my needs?
A simple speed test can often reveal whether someone is getting what they’re paying for.
Understanding Broadband Options
Most households will encounter one of four types of internet service.
Fiber is generally the fastest and most reliable option, offering strong upload and download speeds.
Cable is widely available and works well for most households.
Cellular home internet uses mobile networks and has become an increasingly competitive option, particularly in areas without fiber service.
Satellite can be a lifeline for rural communities but is often more expensive and may experience performance limitations.
The best option depends on what’s available locally, but understanding these differences can help staff guide clients toward better choices.
The End of the Affordable Connectivity Program
For several years, millions of households relied on the Affordable Connectivity Program (ACP), which provided a monthly discount on internet service for eligible households.
Unfortunately, funding for the ACP ran out, and the program ended in 2024.
The end of the ACP increased internet costs for many families and highlighted a challenge we explored in our article, “Who Carries the Cost of Digital Transformation?” As more services move online, the financial burden of staying connected is often shifted to the very people who can least afford it.
Affordable Internet Options Still Exist
Although the ACP has ended, many internet providers continue to offer discounted broadband plans.
These include programs from providers such as:
- AT&T Access
- Comcast Internet Essentials
- Spectrum Internet Assist
- Cox ConnectAssist
- Optimum Advantage Internet
- Verizon and other regional providers
Eligibility often depends on participation in programs such as SNAP, Medicaid, SSI, public housing assistance, or other income-based benefits.
Rather than tracking each provider’s requirements individually, social service professionals can use EveryoneOn’s offer finder to search available plans, compare pricing, and determine eligibility based on a client’s address and circumstances.
https://www.everyoneon.org/find-offers
It’s one of the most useful tools available for helping households find affordable internet service.
Broadband Literacy Is Digital Inclusion
When clients struggle to access online services, the issue isn’t always digital skills.
Sometimes the problem is that their internet connection is too slow, too expensive, or both.
Helping someone understand internet speeds, compare providers, or identify a lower-cost option may not seem like digital inclusion work. In reality, it is some of the most impactful digital inclusion work we can do. Because having internet access isn’t enough; people need internet service that actually works.
Learn More
Want to better support clients navigating benefits, affordability programs, and essential services?
digitalLIFT’s Public Benefits Enrollment course helps nonprofit professionals, digital navigators, workforce specialists, and case managers build the knowledge and skills needed to connect people to critical resources, including those that support digital access.
Learn more: https://digitallift.org/specialized/#public-benefits-enrollment
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