Peter, aged 67 from Dumfries, was no stranger to the digital world but considered himself more of a novice than an expert. This meant that when he faced technical issues, he had to rely on the help of others with more technical expertise to resolve them.
Peter’s device had become increasingly slow, making it challenging for him to browse the internet. His digital woes didn't end there, as he found himself unable to log into his online banking. This left him feeling frustrated and helpless, as he was unable to resolve these issues on his own. He needed help, and he needed it urgently.
Upon calling Halifax for some support, he was referred to the Digital Helpline, a service designed to help people like Peter get back on track with their digital devices.
Peter was paired with a trainer who helped him understand what was wrong with his device and how he could fix it. The trainer walked Peter through the steps to clear his browser cache, which was causing his device to slow down. The trainer also helped him reset his online banking password and memorable information, enabling him to gain access to his account.
During the session, Peter also learnt how to keep himself safe whilst browsing online. Although Peter was familiar with his device, he was not familiar with the types of scams that may target him. The trainer taught Peter how to recognise phishing, malware, and fraudulent websites.
Peter was grateful for the support and knowledge he gained, saying:
“The service was excellent. The trainer was fantastic and helped me clear my browser cache that was slowing down my laptop and also helped me reset my bank account password and memorable information.”
Thanks to the expertise of the Digital Helpline, Peter was able to regain control over his device and resume his online activities.