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Djanthony
Beginner
663 Views
Message 1 of 7

Stay fast guarantee not met

Seemed to be running slow yesterday so ran a speed check on the BT app that confirmed guarantee not met. Tried to run the next steps but failed in the app and haven’t been able to speak to anyone (real or boy!) to see how I claim. Any ideas?

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6 REPLIES 6
TimSmedley
Aspiring Expert
648 Views
Message 2 of 7

Re: Stay fast guarantee not met

In the MY BT app, select ...More in the bottom right, then Help & Support, scroll to the bottom & select Contact Us, scroll to the bottom & select Chat Now. Always give an excellent service and will ring you if it gets too complicated on Chat.

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TimSmedley
Aspiring Expert
647 Views
Message 3 of 7

Re: Stay fast guarantee not met

PS - open until 10.45 pm so if you're quick.....!
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gg30340
Distinguished Sage
Distinguished Sage
618 Views
Message 4 of 7

Re: Stay fast guarantee not met

I guess you never read the full terms of the "Stay Fast Guarantee"

Stay Fast Guarantee

We guarantee the speed to your hub. Check your speed using the MyBT app, online or by calling 0800 800 150. If after 90 days we can’t get you back to the speed we promised we’ll give you a £20 Reward Card. Up to four claims a year. Excludes outages, connection faults and home wiring outside of BT’s control.

You need to report a fault and if it can not be fixed with 90 days/3 months then you will get a £20 voucher.

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Djanthony
Beginner
591 Views
Message 5 of 7

Re: Stay fast guarantee not met

The chatbot tried to put me three through but Too busy 5 times.

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Djanthony
Beginner
590 Views
Message 6 of 7

Re: Stay fast guarantee not met

So it’s a recognised con then? Not a guarantee of speed 24/7/365?

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gg30340
Distinguished Sage
Distinguished Sage
534 Views
Message 7 of 7

Re: Stay fast guarantee not met

It is a guarantee but you have to let BT try and fix it first. If you didn't allow that your speed might never improve and they would be paying out for evermore.

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