What is BT's Stay Fast Guarantee?

Background on BT’s Stay Fast Guarantee

This scheme has been in place since 2019, and all customers who have either ordered BT Broadband or renewed their contract since this date are eligible for the Stay Fast Guarantee. The fundamental components of this guarantee are personalised speed guarantees, routine line checks, and expert support.

Each customer receives a personalised speed guarantee for their home. BT conducts a personal line check when a customer joins or renews their contract, determining if the current broadband speeds can be improved. If necessary, BT sends an engineer to work on the connection and ensure that customers receive their guaranteed speeds.

If the broadband speed falls below the guaranteed level (even at peak times), expert support from a team based in the UK and Ireland is available to resolve the issue as soon as possible. Customers also have the option to check their line speed independently using BT’s speed tester. 

BT assigns a specific Stay Fast Guarantee to each customer based on their broadband speeds. If a problem is detected, BT remotely resets the customer’s Hub, eliminating the need for any action from the customer’s end. For more significant issues, BT develops the most appropriate solution and contacts the customer directly. BT’s Full Fibre, 100, 300, 500 and 900 packages come with their own Stay Fast Guarantee below: 

Source: BT

What do I do if speeds drop below the Stayfast Guarantee?

Customers can use BT’s speed tester to check their broadband speeds. If speeds are not at the guaranteed level, BT performs checks and, if required, sends out an engineer. If speeds are not restored to the guaranteed level within 30 days, BT compensates the customer with a £20 refund and even offers them the option to exit their contract without any early cancellation charges.

The Stay Fast Guarantee applies to the speed from the network to the BT Hub, not the speed delivered from the Hub to devices in the customer’s home. BT verifies the throughput speed to the Hub, which is the speed at which customers can send and receive data. To test the speed accurately, customers must use the BT Hub and the company’s speed tester. If assistance is needed, customers can contact BT at 0800 800 150.

During the test, BT ensures there is no underlying fault that might cause any issues. They may also request the customer to switch off data-heavy activities like streaming ultra high definition TV, providing a clearer understanding of the broadband line’s performance.

Before a claim can be made against the Stay Fast Guarantee, all fault checks must be completed. If the test shows a significant problem, BT may need to arrange an engineer’s visit.