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

Press release   •   May 03, 2019 10:58 BST

  • 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 www.BT.com

About BT

BT’s purpose is to use the power of communications to make a better world. It is one of the world’s leading providers of communications services and solutions, serving customers in 180 countries. Its principal activities include the provision of networked IT services globally; local, national and international telecommunications services to its customers for use at home, at work and on the move; broadband, TV and internet products and services; and converged fixed-mobile products and services. BT consists of four customer-facing units: Consumer, Enterprise, Global Services and Openreach.

For the year ended 31 March 2018, BT Group’s reported revenue was £23,723m with reported profit before taxation of £2,616m.

British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on stock exchanges in London and New York.

For more information, visit www.btplc.com