BT has just revealed its plans to offer Stay Fast Guarantee to millions of its residential customers who use its standard and fibre broadband packages such as Unlimited and Superfast Fibre & Fibre 2 unlimited.
The new Stay Fast Guarantee which already applies to BT’s full fibre broadband (FTTP) service, would now allow home broadband customers who struggle with slow access speeds to claim £20, if the speed related issues are not fixed by BT in a time span of 30 days.
If the speed issues recur, BT’s team of engineers would try to fix them as soon as they learns about them, however, a customer can claim £20 each time when such issues are not resolved in a month’s time, but, only for a maximum 4 times a year, according to BT.
Under the current Ofcom regulation, all providers need to give new customers a speed estimate or minimum download & upload speeds that they expect to deliver at customers’ premises. The rule also offers protection to customers so they can quit the service without penalty, if the provider offers slow broadband and fails to fix speed related issues.
Vodafone and Sky are other providers which offer minimum speed guarantee to their fibre customers. Vodafone customers can claim 15% discount, if they receive slow broadband and the problem is not fixed.
Sky which offers Max fibre (63Mbps average speed) also comes with similar minimum speed guarantee to its customers.
BT, the UK’s largest fibre optic broadband provider, said the Stay Fast Guarantee, that it has launched today for residential users, would ensure that its customers get reliable speeds on daily basis,
A team of technical experts in the UK and Ireland would visit the premises to check, fix and optimise broadband speeds, the provider said in a statement.
The customer portal ‘My BT’ would also update customers with connection speeds and fixes undertaken by the ISP.