A new report from Consumer Scotland is calling for urgent action to address the ongoing "digital divide" in island and rural areas, with less than half the premises in the Western Isles having access to gigabit-capable services.
It is calling for a comprehensive review of the existing 10Mbps broadband Universal Service Obligation.
The Connected Consumers Report uses Ofcom's latest data from Spring 2026 and features 12 recommendations from Consumer Scotland.
Only 54 per cent of rural consumers have access to gigabit-capable broadband, compared with 89 per cent of urban consumers – the largest urban-rural divide of any UK nation. In areas such as the Western Isles, Orkney, and Shetland, less than half of all premises can access gigabit-capable services.
The report also flags a disparity in coverage for 5G mobile services and raises concerns over the switch next year from the legacy landline network to a digital service and the vulnerability of more rural areas to finding themselves without phone cover during prolonged power outages.
The report identifies 51,211 premises in Scotland unable to access even the minimum broadband speeds (10Mbps download and 1Mbps upload) mandated under Ofcom's Universal Service Obligation. The vast majority (43,602) are located in rural areas. Even accounting for fixed wireless and satellite alternatives, around 9,000 premises remain without decent broadband by any means.
Both the UK Government and Scottish Government have made significant investments in gigabit-capable broadband rollout, investing £800million and £600million respectively, and the Scottish Government's National Islands Plan includes measures to monitor delivery gaps and coordinate with providers on future connectivity. But the interventions have not yet closed the divide.
The mobile market also faces similar challenges. Scotland has the highest proportion of landmass without 4G coverage in the UK at 9 per cent, double the UK average of 4 per cent. Fifth-generation 5G availability also lags behind other UK nations, with just 48 per cent of Scotland's landmass covered at high confidence levels versus 73 per cent across the UK.
Looking ahead, predictions suggest that by January 2029, Scotland will still have the worst gigabit coverage of all UK nations—96 per cent for urban properties but only 81 per cent for rural ones.
In addition to the current coverage gaps, the report flags pressing consumer risks from planned technology retirements. The UK's legacy landline network (PSTN) is due to be switched off by the end of January 2027, with consumers migrating to digital voice services over broadband. Most 3G mobile networks have already been shut down, and 2G services are scheduled for retirement by 2033.
This switch to new technology comes with problems for island and rural consumers who have more frequent and prolonged electricity outages.
Digital voice services rely on home electricity supplies, and the proposed one-hour battery backup falls short when storms can leave communities without power for extended periods.
Fraser Stewart, Head of Consumer Markets at Consumer Scotland, said: "Telecommunications services are essential to how people access healthcare, education, banking, work opportunities and vital public services. They also enable businesses to operate efficiently, communicate with customers and suppliers, access digital markets and remain competitive in an increasingly online economy.
"While positive progress has been made in extending broadband and mobile coverage across Scotland, consumers in too many rural areas continue to experience slower or more limited services than those in urban areas.
"As the range of goods and services that consumers can access through digital technology becomes rapidly more sophisticated, there is a risk these consumers are being left behind unless the technology rollout can keep up.
"Improving connectivity, strengthening digital inclusion and ensuring consumers can access fast, affordable services will help people participate fully and equally in Scotland's economy and society."
The recommendations from Consumer Scotland:
* An immediate review of the Broadband USO starting in 2026, raising minimum speeds to superfast levels (30Mbps)
*Clearer, postcode-specific information on when different technologies are expected to arrive
*Revision of the Scotland Full Fibre Charter
*Active monitoring of consumer awareness ahead of the 2G switch-off
* Plans to reduce outage impacts by end of 2026, including assessments of sites most at risk
*Assistance for vulnerable consumers who struggle with switching or complaint resolution
*Nations-level mobile performance benchmarks to complement the existing 90 per cent UK benchmark, with priority areas for investment agreed between Scottish and UK Governments
*Prominent placement of social tariff offers in provider communications
*Monitoring of tariff allowances to ensure they reflect what consumers actually need for work and accessing services
*Increased support for affordable access to devices and data
*Rigorous equality impact assessments for public service digitisation
*Assistance built into service design from the outset to prevent exclusion
Image content - Photo by Compare Fibre on Unsplash
