BT's Stay Fast Guarantee for Full Fibre

We want you to feel confident Fibre 100 and Fibre 250 won't let you down. So if your speed falls below 100Mbps for Fibre 100 or 150Mbps for Fibre 250 we'll give you compensation.

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 back on a virtual reward card. 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.

Check your guaranteed speed

Your service includes a minimum speed guarantee to your Hub.

Test your broadband 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 your home devices over Wi-Fi. 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:

1. Use the speed tester in the My BT app.
2. Log in to our Broadband speed test.
3. Call us on 0330 123 4150.

When running the test, we'll check that there's not an underlying fault causing any issues. We may ask you to switch off anything that uses a lot of data, such as streaming ultra-high-definition TV. This will allow us to gain a clear understanding of your broadband line's performance.

If your speed is below the guarantee

We’ll check for faults and try to fix the problem:

• We may reset your Hub remotely.
• We may ask you to change settings or reduce usage.
• If needed, we’ll arrange an engineer visit.

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.

How to claim

You'll be able to claim for any faults entirely within our control, whether 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 send you a £20 virtual BT Reward Card. You can use the card online or over the phone in most places that accept Mastercard. 

Find out more about BT Reward Cards.

You'll need to wait for 10 days before you can claim against our Stay Fast Guarantee again.

The virtual reward card is issued by GVS Prepaid Limited, pursuant to a licence by Mastercard International Incorporated. Card terms and conditions apply.