BT says it will pay home broadband customers up to £80 per year if it’s unable to provide a minimum level of speed and service to their home.
The ISP says all new and re-contracting customers will be given a “bespoke speed guarantee” for their individual property, with their real world speeds “monitored and optimized remotely 24 hours a day.”
Where it’s believed a customer could get faster speeds, BT will try and remotely optimise performance. Alternatively, if required, an engineer can 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.
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.”