topic Promised reward card incentive has not been received in My Account/Billing

Promised reward card incentive has not been received

roey007 — Tue, 01 Apr 2025 20:17:59 GMT

My internet has been live for over a month but I have not received the reward card which was promised when I signed up for my contract. How do I request it?

Re: Promised reward card incentive has not been received

Marsh — Wed, 02 Apr 2025 08:42:09 GMT

Hey @roey007,

I have checked your account and can confirm that the promotional offer was applied. However, there is an open incident with our Billing Operations team that is currently preventing rewards cards from being sent out. Our team can track which cards have been sent and which have not. Once this issue is resolved, we will send your reward card to you as soon as possible.

Re: Promised reward card incentive has not been received

Katieg07 — Mon, 07 Apr 2025 11:36:50 GMT

Hi there, please can you co firm when I can expect to receive my reward card also?! Lots of conflicting information online - will the card just be posted to me or will I receive an email?! Also please can you confirm expected time frame? Thanks

Re: Promised reward card incentive has not been received

Marsh — Mon, 07 Apr 2025 12:01:32 GMT

Hey @Katieg07,

Typically, with rewards card we will send out an email up to 10 days after you go live for you to claim it, however there is currently and open incident with our systems that are not sending the rewards cards on time meaning you will get them however it may be delayed unfortunately, we do not have a timescale as to when it will be fixed however I have just chased the team for an update on the incident.

Re: Promised reward card incentive has not been received

Katieg07 — Mon, 07 Apr 2025 12:25:15 GMT

Thanks for your reply.

If there is no timescale how will I know when to look for the email? Can you advise the email address it will come from?!

Thanks

Re: Promised reward card incentive has not been received

Tina11192 — Mon, 07 Apr 2025 13:03:16 GMT

Hi @Katieg07 thank you for getting back in touch with us, the claiming email should be coming from this email address no-reply@plusnetrewards.com.

As @Marsh said, there is an active incident raised regarding the rewards cashback which is still being looked into the, regrettably we don't have an ETA at the moment but we will update this topic as soon as we have more info, my apologies for the inconvenience this is causing.