BT launches ‘stay fast’ speed guarantee with 24/7 monitoring

British Telecom (BT) has launched a ‘stay fast’ speed guarantee for its broadband customers with 24/7 monitoring.

Upon signing up or extending their contract, a customer will now be provided with an upfront personalised speed.

BT will attempt to remotely optimise the line if the speed falls below this mark or will dispatch an engineer to further investigate why the expected speed is not being delivered.

The company says it will monitor customers’ speeds 24/7 to be proactive if service is slipping, but users can also check speeds themselves in their My BT account.

Kelly Barlow, Marketing Director at BT, said:

“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.”

If the broadband speed is not restored within 30 days, the customer will receive £20 (up to four times per year).

Research from consumer rights group Which? in 2017 found that, on average, the overall speeds recorded in internet speed tests were only 58 percent of the speed that users were expecting to get.

Last year,  the Advertising Standards Agency (ASA) changed its rules so broadband providers could no longer advertise “up to” speeds and at least half of customers must be able to get the advertised average speed even during peak hours.

BT’s initiative announced today should help to offer some assurance to consumers that any problems with broadband speed will be fixed promptly or compensation offered.

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