We want you to feel confident that Full Fibre won't let you down. So if your broadband falls below the guaranteed speed we'll give you £20. It’s our way of making sure you get the download speeds you pay for, even at peak times.
Check the minimum guaranteed speed for your broadband in the table below.
It's the only UK broadband to offer these guarantees.
|
Product |
Download Stay Fast Guarantee |
Upload Stay Fast Guarantee |
|---|---|---|
|
Full Fibre 100 |
100Mpbs |
10Mbps |
|
Full Fibre 300 |
150Mbps |
10Mbps |
|
Full Fibre 500 |
250Mpbs |
10Mbps |
|
Full Fibre 900 |
700Mbps |
10Mbps |
For information about the Stay Fast Guarantee for other broadband products, see What is BT's Stay Fast Guarantee? >
How to test your speed
The Stay Fast Guarantee refers to the speed from the BT network to your Smart Hub. It doesn't cover the speed you receive from the Hub to devices in your home. We check your throughput speed to the 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 Smart Hub and our speed tester. There are three ways to test:
- Use the speed tester in the My BT app >
- Log into our Broadband speed test >
- Call us on 0330 123 4150
When running the test, we'll check there's not an underlying fault causing any issues. We may 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 may need to arrange an engineer visit too.
How to claim
You'll be able to claim for any faults that are entirely within our control, either on our network or on the Smart Hub. The Stay Fast Guarantee doesn't cover anything you're responsible for, including any damage to BT equipment or faults with home wiring. If there's no connection at all, it means there's a larger underlying issue and you won't be able to claim against the Stay Fast Guarantee.
If you don't meet either the download or upload Stay Fast Guarantee - or both at the same time - this entitles you to claim against the Stay Fast Guarantee once.
If you do qualify, we'll email a link to a website where you can make a claim against the Stay Fast Guarantee. We'll then send you a pre-paid BT Reward Card and a separate letter containing a PIN and details on how to activate it. You can then spend this anywhere that accepts MasterCard.
You'll need to wait for 10 days before you can claim against our Stay Fast Guarantee again.
You can find even more detail about the terms and conditions of the Stay Fast Guarantee at bt.com/fasterspeeds >