BT launches new 'Stay Fast Guarantee' providing reliable broadband speeds for customers - with 24/7 speed monitoring and expert support

Via BT Newsroom

May 3, 2019

  • New and existing BT broadband customers to receive a personalised speed guarantee - providing BT’s most reliable broadband experience to date
  • Around-the-clock speed monitoring and automatic personalised line checks, ensuring the best broadband performance for customers
  • Expert customer service in the UK and Ireland to quickly assist customers in getting their most reliable broadband speeds

BT today 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’s latest broadband offering is 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. 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.

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 4 times a year.

BT will also ensure customer broadband speeds are being monitored and optimized 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.

Kelly Barlow, Marketing Director, BT: “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. 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 – BT is the first and only fibre broadband with a Stay Fast Guarantee for speeds up to 150Mb.

For more information on the Stay Fast Guarantee, visit

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