Frequently Asked Questions

Cambridge Online provides free digital skills support including:

• One-to-one help with computers, tablets, and smartphones
• Walk-in sessions across Cambridge, Peterborough, and Cambridgeshire
• Free refurbished devices for eligible individuals
• Free data packages to help you get online
• Online safety training and guidance

No appointment is needed for our walk-in sessions! Simply drop in during the session times at any of our locations. If you need specialist support or prefer a one-to-one appointment, you can contact us to arrange this.

All our services are completely free. We're a charity dedicated to reducing digital exclusion, and we never charge for our support, devices, or data packages.

Most of our projects and services are completely free and open to everyone. You can attend any of our walk-in sessions without an appointment, or call our Contact Centre on 01223 800450 for remote support. If you need a device, you can apply through our Request Equipment page.

Yes! If you know someone who could benefit from any of our projects, you can refer them by contacting us or calling 01223 800450. Let us know which project you think best suits their needs and we'll take it from there.

Our projects are funded through a mix of grants, corporate partnerships, and generous public donations. Every contribution helps us reach more people. You can support our work through financial donations, equipment donations, or by partnering with us.

Absolutely! We welcome partnerships of all kinds — from donating equipment and hosting sessions at your venue to financial sponsorship and employee volunteering. Visit our Become a Partner page to explore how we can work together.

Absolutely! Every tip on our Top Tips page is written in plain English for people with little or no experience using technology. We've avoided jargon and assumed no prior knowledge.

Yes! You can get free, friendly help at any of our walk-in sessions across Cambridge, Peterborough, and Cambridgeshire. No appointment needed. You can also call our Contact Centre on 01223 800450 for support over the phone.

Yes! You can use your browser's print function to print the page. We also have free downloadable guides on our Downloads page that are designed to be printed.

A webinar is an online class you attend from your phone, tablet, or computer — you don't need to travel anywhere. We send you a link by email before the session. Just click the link at the scheduled time and you'll be connected. Visit our Webinars page for upcoming sessions.

Most of our webinars run on Zoom, which is a free app. We'll send you simple instructions with your confirmation email. You can also join through your web browser without downloading anything. If you need help, call us on 01223 800450.

No problem! Many of our webinars are recorded and added to our Webinar Recordings page, where you can watch them at any time. If a particular topic isn't yet recorded, it will likely be offered again soon.

Visit our Webinar Recordings page and click "Watch Recording" on any session. The video will play in your browser — no account or download needed. You can pause, rewind, and replay as many times as you like.

At the moment, our recordings are available to watch online only. If you need help accessing the internet, contact us or visit one of our walk-in sessions where you can watch on our devices.

We add new recordings regularly, usually after each live webinar series. Check back often or get in touch to be notified when new content is available. You can also follow us on Facebook for updates.

Absolutely. Every guide on our Guides page is written in plain English with no jargon. We explain each step clearly and assume no prior experience.

Yes! You can use your browser's print function. We also have printable versions of some resources on our Downloads page.

Our Guides are detailed, step-by-step walkthroughs designed to be read on screen. The Downloads page has shorter reference sheets, flyers, and safety checklists ideal for printing. Both are free and designed for beginners.

You can refer someone by contacting us directly or by calling our helpline on 01223 800450. Referrals can come from family members, care home staff, GPs, social workers, or the individual themselves. We will arrange an initial visit to assess their needs and find the best way to help.

Not at all. The OASI project is specifically designed for people who have never used a tablet, smartphone, or computer before. Our volunteers are trained to be patient, encouraging, and to work at each person’s own pace. We start with the absolute basics and build from there.

Yes, everything is completely free. Participants receive a free device, free training sessions, and ongoing support at no cost. The project is funded through grants and donations, so there is never any charge to the people we help.

You can apply for a free device or data package through our Request Equipment page. You'll need to complete a short application form telling us about your situation.

We typically support individuals who are on low income, receiving benefits, without internet access, or need a device for education or employment.

We provide refurbished laptops, tablets, and smartphones. All devices are securely wiped to ISO standards before being set up for you. The specific device you receive depends on availability and your needs.

After submitting your application, you'll typically hear back within 3 weeks. If approved, your device will be delivered within 2 weeks. Timelines may vary depending on demand and device availability.

Our devices are available to anyone experiencing digital exclusion. This typically includes people who are on a low income or receiving benefits, have no internet access at home, or need a device for education, employment, or staying connected.

We assess each application individually, so if you're unsure whether you qualify, we encourage you to apply — we'll do our best to help.

No — our devices and data packages are provided completely free of charge. There are no hidden fees, deposits, or ongoing costs. Everything is funded through grants and donations to ensure nobody is excluded due to cost.

If you experience any issues with a device you've received from us, please get in touch. We'll do our best to help troubleshoot the problem remotely, or arrange for a replacement if the issue can't be resolved and falls within our support period.

We run walk-in sessions across several areas:

• Cambridge: Multiple venues including libraries and community centres
• Peterborough: Several locations across the city
• Huntingdon: Weekly sessions at the Coneygear Centre
• Cambridgeshire: Various locations including Ely, March, Ramsey, and Wisbech

Visit our location pages for specific times and addresses: Cambridge, Peterborough, Cambridgeshire

If you have your own device (laptop, tablet, or smartphone) and want help with it, please bring it along! If you don't have a device, that's fine too - we have computers available at our sessions.

It helps if you bring any passwords or login details you might need, written down somewhere safe.

No — all our walk-in sessions are completely free and no booking is needed. Just turn up during the listed times and one of our friendly volunteers will help you. If you'd prefer a specific time, you can also call us on 01223 800450 to arrange an appointment.

Our volunteers can help with a wide range of digital tasks including setting up email, browsing the internet safely, video calling friends and family, filling in online forms, using apps on your phone or tablet, and general device troubleshooting.

Yes, all our sessions are completely free. Cambridge Online is a registered charity dedicated to reducing digital exclusion, and we never charge for our support. Our work is funded through grants and donations.

We welcome volunteers of all ages and backgrounds! Visit our Volunteer page to learn about opportunities, or contact us directly at help@cambridgeonline.org.uk.

No technical experience is necessary - we provide full training. All volunteer positions require a DBS check which we arrange for you.

Yes! We offer meaningful corporate volunteering opportunities for employee teams. This is a great way for organisations to support digital inclusion while providing team-building experiences.

Contact us to discuss how your organisation can get involved.

We're completely flexible. Some volunteers give a few hours a week, others help out monthly. We'll work around your availability and find a schedule that suits you.

Even a small amount of regular time makes a real difference to the people we support.

All volunteers receive a full induction covering our services, safeguarding procedures, and the tools we use. GDPR training is provided to all outreach volunteers. You'll have ongoing support from our team and experienced volunteers, plus access to additional training opportunities.

Yes, all volunteer roles require an enhanced DBS (Disclosure and Barring Service) check because we work with vulnerable adults. We arrange and cover the full cost of this — you just need to provide some ID documents and we'll guide you through the process.

We run sessions at various locations across Cambridgeshire including libraries, community centres, housing associations, and our office at the Allia Future Business Centre in Cambridge. We'll try to place you somewhere convenient for you.

View our session locations to see where we operate.

All devices are professionally wiped to certified standards before any refurbishment takes place. We recommend performing a factory reset and removing your accounts before donation, but even if you forget, our team will securely erase everything.

Older devices can still be incredibly useful. We assess every donation and our technicians can often upgrade components like storage and batteries. If a device truly cannot be refurbished, we will responsibly recycle it — nothing goes to landfill.

If possible, yes — it helps us get the device ready for its new owner more quickly. But don't let a missing charger stop you from donating. We have a supply of common chargers and cables.

Absolutely. We welcome corporate donations of any size. For bulk donations (10+ devices), we can arrange collection from your premises and provide documentation for your CSR reporting. Learn about corporate partnerships.

We primarily accept devices in working or near-working condition. Minor issues like battery degradation or scratches are fine — our technicians can handle those. Devices with smashed screens or water damage are harder to refurbish, but bring them along and we'll assess them.

Yes. If you need a receipt for tax or corporate purposes, please email us at help@cambridgeonline.org.uk with details of your donation and we will provide one.

Devices go to people across Cambridgeshire and Peterborough who are digitally excluded — often on low incomes, without internet access, or needing a device for education, employment, or accessing essential services like healthcare.

Absolutely. We securely wipe all personal data from every device we receive, following professional data destruction standards. For business donations, we provide a written certificate confirming the data has been erased. You can also factory-reset your device before donating if you prefer.

Not necessarily. We accept devices that are working, partially working, or in need of minor repair. Our technicians can often fix common issues like cracked screens, dead batteries, or slow performance. The only items we cannot accept are those that are heavily water-damaged or physically broken beyond repair.

Yes! For larger donations or bulk business equipment, we offer free collection across Cambridgeshire. For smaller donations, you are welcome to drop items off at any of our venues. Contact us to arrange the option that works best for you.

Every donated device is securely wiped to ISO standards by our Sustainable Tech 4 Good partner. All personal files, passwords, and accounts are completely and irreversibly erased. For business donations, we provide a written data destruction certificate for your records.

We accept laptops, desktop computers, tablets, and mobile phones from both businesses and individuals. Devices can be working or in need of minor repair. For a full list of accepted items, visit our Donate Equipment page.

Absolutely. We welcome bulk donations from businesses of all sizes. We arrange free collection from your premises, provide data wiping certificates, and can supply an environmental impact report for your CSR records. Get in touch to arrange a corporate donation.

No, you are under no obligation to tell us. However, if you do let us know, we can thank you personally and keep you updated on our work. It also helps us plan for the future. Everything you share with us will be treated in the strictest confidence.

Your loved ones always come first. A legacy gift is typically made after you have provided for your family and friends. Many people choose to leave a small percentage of their residuary estate, so that their family receives the majority.

Absolutely. Your will is your own and you can update it at any time. A solicitor can help you make changes through a simple codicil or by writing a new will.

Yes. Gifts to registered charities are exempt from Inheritance Tax. If you leave 10% or more of your taxable estate to charity, the Inheritance Tax rate on the remainder of your estate is reduced from 40% to 36%. We always recommend speaking with a solicitor or financial adviser about your specific circumstances.

Not necessarily. Your solicitor can add a codicil — a legal supplement — to your existing will. This is a simple and cost-effective way to include a charitable gift without rewriting the entire document.

Unless you specify otherwise, your gift will be used wherever the need is greatest. This might include providing devices and connectivity to families, running digital skills training sessions, or expanding our reach to new communities across Cambridgeshire. If you wish, you can direct your gift towards a specific area of our work.

We can host groups of 4 to 12 volunteers per session. For larger teams, we can run multiple sessions across different dates or venues. Just let us know your numbers and we'll work out the best arrangement.

No. We provide full training and a briefing on the day. If you can use a smartphone, you have enough skill to help. Patience and enthusiasm are the only real requirements.

For one-off team events, DBS checks are not required as your volunteers will work alongside our trained and DBS-checked staff at all times. For ongoing partnerships where volunteers build regular relationships with learners, we arrange DBS checks at no cost to your organisation.

We recommend 4 to 6 weeks' notice for team events so we can plan the best experience for your group. For ongoing partnerships, we'll work with you to set up a regular schedule that fits your calendar.

Absolutely. Many of our corporate partners donate their retired IT equipment alongside volunteering days. Your team can even help set up the devices they've donated. Visit our equipment donation page for more details.

Within two weeks, you'll receive a full impact report including photos from the day (with consent), testimonials from learners and volunteers, and data you can use in your CSR, ESG, or sustainability reporting. We can also provide a certificate of participation for your records.

We welcome partnerships of all kinds including venue hosting, equipment donation, funding, referral networks, and corporate volunteering. Visit our Who We Work With page to see our current partners, then get in touch to discuss how we can work together.

Yes! We're always looking for accessible community venues to host our free digital support sessions. If you have suitable space with internet access, we'd love to hear from you. We provide the volunteers and equipment — you provide the space. Get in touch to discuss.

We welcome partnerships of all kinds. You can support us through financial donations, equipment donations, venue hosting for walk-in sessions, corporate volunteering days, or referral networks. Many of our partners combine several of these to create an ongoing relationship. Visit our Who We Work With page to see examples of current partnerships.

When you donate equipment, you'll receive a carbon footprint report detailing the environmental impact of your donation, a sustainability certificate for your records, and regular updates showing how your devices are being used in the community. This gives your organisation tangible evidence of its Corporate Social Responsibility commitment for shareholders, partners, and employees.

Absolutely. One-off donations are always welcome and make a real difference. You can donate online through JustGiving or visit our Donate page for other ways to give, including bank transfer and Gift Aid. Every contribution, no matter the size, helps us bring digital skills to those who need them most.

Yes. Every story on our website is based on a real person who has been supported by Cambridge Online. Some details may be adjusted and names changed to protect privacy, but the experiences and outcomes described are genuine.

We take privacy seriously. Names are changed unless the person specifically asks to use their real name. We never share identifying details like addresses, workplaces, or family names. Every person whose story appears on our website has given their written consent.

Absolutely! We would love to hear from you. You can email us at help@cambridgeonline.org.uk or speak to any of our team at a drop-in session. You'll always have full approval over what's published, and you can choose to remain anonymous.

Please contact us before using any of these stories externally. We need to ensure that consent covers the intended use and that the individual is comfortable with it. Email us at help@cambridgeonline.org.uk and we'll be happy to discuss.

There are many ways to help! You can volunteer at our drop-in sessions, donate a device, make a financial donation, or partner with us as an organisation. Every contribution makes a real difference.