topic Gift card in My Account/Billing

Gift card

Ryan-B76 — Wed, 09 Apr 2025 14:09:10 GMT

I have now been with plusnet for just a little over 6 weeks... I signed up to the 900mb deal with a £100 gift card... to date i have not received any email or gift card... Is this just so that l people sign up for l plusnet services?

If it is then it's very misleading and unethical shame on you plusnet... why offer something you have no intention in supplying

Re: Gift card

Baldrick1 — Wed, 09 Apr 2025 14:31:41 GMT

Moderator's note:
Duplicate post removed. Double posting is against Forum rules

Re: Gift card

Marcus13 — Wed, 09 Apr 2025 18:19:02 GMT

I also signed up 4 weeks ago and the offer was for a £110 gift card that inhave heard nothing about. No help or contact details available when I log into my account so had to come on here to check

Re: Gift card

Ryan-B76 — Wed, 09 Apr 2025 18:37:08 GMT

Do what I did. Contact plusnet and they will ask you to contact the card company that deal with the gift card... +443448006435 is the number option 2 if that helps

Re: Gift card

Marsh — Thu, 10 Apr 2025 14:34:59 GMT

Hey @Ryan-B76 and @Marcus13,

I have looked into this issue for you two, and it appears you guys were affected by an ongoing issue with our systems sending out the rewards cards.

I have chased this incident, and I have been informed that the issue is now resolved, and they are just working there way way through to send out the claim email to people that have not received them yet we will be re-submitting their information over to Black-hawk to re-issue the cards please allow up to 14 days for the reward card to be sent out.

Incident REF: INC03349528

Re: Gift card

Ryan-B76 — Thu, 10 Apr 2025 16:18:49 GMT

Thanks for that. But I think but the time The 14 days is up the offer would have expired
And this is what Blackhawk have also said. Therefore we would have missed out on the offer due to no fault of our own... very unethical way to get people to sign up really... make an offer then don't honour it up.. back to BT I'll go then..

Re: Gift card

Marsh — Fri, 11 Apr 2025 14:36:16 GMT

Thanks for that. But I think but the time The 14 days is up the offer would have expired

As we resubmit the information to Blackhawk, the expiration date will be reset. Once our team sends your information to Black Hawk, you will receive a reward claim email. From the time you receive that email, you will have up to two months to claim your reward.

Re: Gift card

Janda1991 — Fri, 11 Apr 2025 17:46:00 GMT

I spoke to BlackHawk today and they have no record of me at all. Spoke to plusnet customer service who said I need to allow 30 days and they are unaware of any issues around the reward cards.

Re: Gift card

Ryan-B76 — Fri, 11 Apr 2025 17:49:22 GMT

That's really odd. I would chase that up if I was you. Keep a recored of conversation ect so you can refer back to it... and good luck..

Re: Gift card

Janda1991 — Fri, 11 Apr 2025 17:56:19 GMT

Thanks

Re: Gift card

Tina11192 — Tue, 15 Apr 2025 07:19:18 GMT

Thank you for getting in touch @Janda1991 I can see you have made contact with us, and one of our agents has raised it off to the rewards escalation team, you should expect a response soon regarding this case.

For completeness, it was identified that 6971 accounts eligible for the reward card were affected by a system issue and the details were not sent to Blackhawk, the incident reference is INC03349528 and we have been advised that it's in the process of being fixed and all details are being sent in batches, however, it can take up to 14 working days for this to be completed.

Re: Gift card

Ryan-B76 — Tue, 15 Apr 2025 12:55:04 GMT

In the meantime, you will miss out like I have... they said 14 to arrive.. you have to claim it in 30 days. If not the offer will expire and I am now not eligible through no fault of my own. So just be mindfully of that..

Been with these 6 weeks. I signed up for this offer and got nothing. Just a way to poach you from your previous provider.. very unethical say one thing and mean another....

Re: Gift card

Janda1991 — Tue, 15 Apr 2025 14:49:18 GMT

I'm not even surprised at this point. I spoke to the Rewards Card Team today, who told me they are unaware of such an issue with PlusNet. Kind of strange that the rewards card team don't know of an issue affecting almost 7000 accounts. I then spoke to PlusNet customer service so I could cancel my account due to failed terms and conditions and was told that actually the rewards card is a gift and if not received, it's not a violation of their terms. Someone needs to report these guys to trading standards! False advertising to bring in customers!

Re: Gift card

Ryan-B76 — Tue, 15 Apr 2025 15:23:41 GMT

Oh yes I agree with you completely, it seems the only obvious way.. it does look as if this is actually happening because I spoke to the Blackhawk team directly and they did not even know i was a customer... I think I will do a little more digging for information this week because this is neither fair on new customers nor is it ethical...

Re: Gift card

Janda1991 — Tue, 15 Apr 2025 16:33:18 GMT

I got the same information. The woman for blackhawk told me people keep calling about a problem but there is no problem they are aware of.

Re: Gift card

Ryan-B76 — Tue, 15 Apr 2025 16:36:31 GMT

I don't know what to think to be honest, I just do not like the idea I may have been scammed into it....

Re: Gift card

RealAleMadrid — Tue, 15 Apr 2025 17:53:54 GMT

@Ryan-B76 The most logical explanation is that Blackhawk have not received your details from Plusnet so they are unaware of the problem. Plusnet are trying to fix this but with thousands of customers details to deal with it could take some time.

Re: Gift card

Ryan-B76 — Tue, 15 Apr 2025 17:58:01 GMT

Blackhawk are aware... i have already been in contact with them about it.. the issue lays with plusnet... not sending the details on when the customer signs up for the offer... like they should.. there is a time-span for them to do this.. they have 30 days and then it expires...

Re: Gift card

Janda1991 — Tue, 15 Apr 2025 17:58:27 GMT

I mean the fact that everyone gives different timescales and some seem to know about the issue and some don't make it seem very scam-like. It's false advertising. If there was a legitimate issue why have they not sent out a quick text or email to the 6000 odd people with a simple "sorry about the delay...."

Re: Gift card

Ryan-B76 — Tue, 15 Apr 2025 18:01:44 GMT

100% spot on... if there is an issue why not communicate it out to the customers? They thrive on customers services (apparently) so do the customer service thing and keep the customers in the loop... stop trying to pull the wool over our eyes...