What is BT's Stay Fast Guarantee?

Stay Fast Guarantee

With our new Stay Fast Guarantee, we don't just guarantee your broadband speeds, we constantly check and optimise them too. So you'll get reliable broadband speeds all day, every day.

It's just one of the things we do, because we know broadband is so much better when you don't have to worry about it.

To qualify, you need to have ordered BT Broadband or renewed your BT Broadband contract since 1 March 2019.

 

What do you get?

  1. A personalised speed guarantee
    We'll give you a speed guarantee for your home.
  2. Personal line check
    When you join BT, or when you renew your contract, we'll let you know if we think your speeds can be improved. And we'll send out an engineer if you need one.
  3. Expert support
    If your speeds fall below what you've been quoted, our speed experts based in the UK and Ireland are on hand to get things back to normal as soon as possible. If you want, you can check your line speed yourself by using our speed tester.
     

How does the guarantee work?

We'll give you your very own Stay Fast Guarantee, based on your broadband speeds, when you join or re-contract with us.

If we find a problem, we'll reset your Hub remotely and you won't have to do a thing. If there's a bigger issue, we'll work out the best solution and get in touch.

You can check your broadband speeds using our speed tester. If they're not what they should be, we'll run checks to fix the problem and send out an engineer if needed.

Usually we'd try and get your speeds back to normal within 30 days, but at the moment it's 90 days. If your speeds aren't back to normal by then, we'll give you £20 back. You can also choose to exit your contract without paying a charge for cancelling it early.

How do I test my speed?

The Stay Fast Guarantee refers to the speed from the network to your BT Hub. It doesn't cover the speed you receive from the Hub to devices in your home.

We check the throughput speed to your 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 BT Hub and our speed tester.  For help you can call us on 0800 150 150.

When running the test, we'll check there isn't an underlying fault causing any issues. Also, we might ask you to switch off anything using a lot of data, such as streaming ultra high definition TV. This will allow us to get a clear understanding of the performance of your broadband line.

You have to complete all the fault checks before you can claim against the Stay Fast Guarantee. If the test shows a bigger problem, we might need to arrange an engineer visit too.

 

 

 

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