BT's Stay Fast Guarantee for Full Fibre

We want you to feel confident Fibre 100 and Fibre 250 won't let you down. So if your speed falls below 100Mbps for Fibre 100 or 150Mbps for Fibre 250 we'll give you compensation.

We want you to feel confident that Full Fibre won't let you down. If your broadband falls below the guaranteed speed, we'll work with you to identify and fix the problem.

Check the minimum guaranteed speed for your broadband in the table below. If the problem hasn't been fixed within 30 days and your speed is still below the Stay Fast Guarantee, you can choose to leave your contract early without paying any early termination charges.

It's our way of helping to make sure you get the download speeds you pay for, even at peak times.

Check your guaranteed speed

Your service includes a minimum speed guarantee to your BT Hub.

Test your broadband speed

The Stay Fast Guarantee refers to the speed from the BT network to your Smart Hub. It doesn't cover the speed you receive from the hub to your home devices over Wi-Fi. We check your throughput speed to the hub - the speed at which you can actually send and receive data. It's what you experience at home when using your broadband connection.

To reliably test your speed, you must be using your Smart Hub and our speed tester.

There are three ways to test:

1. Use the speed tester in the My BT app.
2. Log in to our Broadband speed test.
3. Call us on 0330 123 4150.

When running the test, we'll check that there's not an underlying fault causing any issues. We may ask you to switch off anything that uses a lot of data, such as streaming ultra-high-definition TV. This will allow us to gain a clear understanding of your broadband line's performance.

If your speed is below the guarantee

The Stay Fast Guarantee covers faults that are within our control, whether on our network or related to your Smart Hub. It doesn't cover issues you're responsible for, including damage to BT equipment or faults with your home wiring.

If there's no connection at all, this usually indicates a larger underlying issue, and the Stay Fast Guarantee won't apply.

If the speed does appear to be slow, we’ll check for faults and try to fix the problem:

• We may reset your hub remotely.
• We may ask you to change settings or reduce usage.
• If needed, we’ll arrange an engineer visit.

You must complete all the fault checks before we'll confirm whether your broadband is performing below your Stay Fast Guarantee. If the problem isn't resolved, you can choose to leave your contract early without paying any early termination charges.