BT launches ‘Stay Fast Guarantee' for broadband customers

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UK telecom giant BT has launched a new service commitment for home broadband customers, which includes a new Stay Fast Guarantee and expert customer service care to provide reliable broadband speeds.

BT said its latest broadband offering was a further commitment to provide the best and most personal service for all customers.

When BT customers sign up to a new BT broadband plan or extend their existing contract, they will be given a bespoke speed guarantee for their home based on the estimated capability of their line, the firm said. 

If it’s believed a broadband customer could get a faster line speed, BT will first remotely optimise broadband performance without the customer having to do a thing. 

Alternatively, if required, an engineer can then be sent to find the best solution for that customer.

Customers offered compensation

If BT has not managed to get a customer’s broadband speeds back to where they should be after 30 days of a fault being identified, they will be eligible to receive £20 back, up to four times a year.

BT will also ensure customer broadband speeds are being monitored and optimised remotely 24 hours a day, every day with support on hand from experts in the UK & Ireland to resolve speed issues quickly. 

Customers can also proactively check speeds themselves with their My BT account.

“With our new Stay Fast Guarantee, we don’t just guarantee customers’ broadband speeds, we constantly check and optimise them, so they’ll get reliable broadband speeds all day every day”, said Kelly Barlow, Marketing Director, BT.

“If a customer’s broadband falls below their personal speed guarantee then we have an expert team of service agents on hand to get things back to normal as soon as possible - ensuring they get the best and most personal broadband experience.”

BT already offers a speed guarantee for Ultrafast Fibre customers.

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