What is BT Stay Fast Guarantee?
BT's Stay Fast Guarantee is a speed promise that ensures your broadband performs as expected. If speeds drop and BT can't fix it, you get £20 compensation.
Speed Guaranteed
To your hub
30-Day Fix
Resolution window
£20 Reward
If not fixed
4x Per Year
Maximum claims
Understanding Stay Fast Guarantee
Stay Fast Guarantee is BT's commitment to maintaining the broadband speeds promised in your contract. Unlike many providers who only quote "up to" speeds, BT guarantees a minimum speed delivered to your Smart Hub.
BT actively monitors your connection speed. If performance drops below your guaranteed minimum and they can't fix it within 30 days of you reporting the issue, you'll receive a £20 BT Reward Card as compensation. You can claim this up to four times per year.
This guarantee only applies to the wired speed to your router, not WiFi. WiFi performance depends on many factors BT can't control, like walls, interference, and device capability.
How Stay Fast Works
BT Monitors Your Speed
BT continuously monitors the speed being delivered to your Smart Hub to ensure you're getting promised performance.
Speed Issue Detected
If your speed drops below your guaranteed minimum, BT identifies the issue and works to resolve it.
30-Day Resolution Window
BT has 30 days from when you report an issue to restore your guaranteed speed.
Compensation If Not Fixed
If BT can't fix the issue within 30 days, you receive a £20 BT Reward Card as compensation.
Benefits of Stay Fast Guarantee
- ✓Guaranteed minimum speed: BT commits to specific speeds based on your package
- ✓Proactive monitoring: BT monitors your connection without you needing to report issues
- ✓£20 compensation: Receive a reward card if speeds aren't restored within 30 days
- ✓Up to 4 claims per year: You can claim compensation up to four times annually
- ✓Applies to all Full Fibre packages: Every BT Full Fibre customer is covered
- ✓Easy to check: Use the My BT app or website to verify your current speeds
- ✓No extra cost: The guarantee is included free with your broadband package
What's Covered?
Covered by Stay Fast
- Consistent slow speeds below your guaranteed minimum
- Speed drops after initial setup period (first 30 days excluded)
- Performance issues caused by BT's network
- Problems with the connection between the exchange and your home
Not Covered
- WiFi performance issues (only wired speed to hub is guaranteed)
- Issues during first 30 days of your contract
- Problems caused by your own equipment
- Temporary outages for maintenance or network upgrades
- Issues outside BT's control (power cuts, extreme weather)
- Speed tests not conducted correctly
How to Claim Compensation
Check Your Speed
Use the My BT app or website to run a speed test. Connect via ethernet cable for the most accurate result.
Report the Issue
Contact BT via phone (0800 800 150), live chat, or the My BT app to report your speed issue.
Wait 30 Days
BT has 30 days to investigate and resolve the issue. They may send an engineer or make network adjustments.
Request Compensation
If the issue isn't resolved within 30 days, contact BT to request your £20 BT Reward Card.
Frequently Asked Questions
What speed is guaranteed with Stay Fast?
BT guarantees a minimum speed to your Smart Hub based on your package. For example, Full Fibre 150 typically guarantees around 140-145 Mbps. Your specific guaranteed speed is shown in your contract and the My BT app.
How do I check my speed for Stay Fast?
Use the My BT app, log into your online account, or call 0800 800 150. BT recommends testing with a wired connection to your router for the most accurate results, as WiFi speeds can vary.
How do I claim the £20 compensation?
If BT can't restore your speed within 30 days of you reporting an issue, contact BT customer service to request your £20 BT Reward Card. You can claim up to four times per year.
Does Stay Fast cover WiFi speeds?
No, Stay Fast only guarantees the speed delivered to your Smart Hub via a wired connection. WiFi performance depends on many factors including walls, interference, and device capability.
What if I have multiple speed issues in one year?
You can claim compensation up to four times per year. Each claim requires a new 30-day resolution period before you can claim the £20 reward card.
Is Stay Fast available on all BT packages?
Yes, Stay Fast Guarantee is included with all BT Full Fibre broadband packages at no extra cost. It's one of the key benefits of choosing BT.
Get BT Broadband with Stay Fast Guarantee
All BT Full Fibre packages include Stay Fast Guarantee at no extra cost. Get speeds you can rely on, backed by a real commitment.
View BT Full Fibre Deals