topic Re: Rewards card email not recieved in My Account/Billing

Rewards card email not recieved

Janda1991 — Thu, 10 Apr 2025 18:39:55 GMT

I joined Plusnet last month, my service has been active since 17th March and I still haven't had the email for my reward card. The terms and conditions say that the email should have been received within 10 days. It's not in my spam and when I call the reward card team they have no record of me. I've spoken to customer service several times and they keep saying they can't help until it's been 30 days regardless of what the terms and conditions say. Some help would be nice.

Re: Rewards card email not recieved

Janda1991 — Mon, 19 May 2025 14:54:20 GMT

I don't know what i expected but 24 hours and still no help...and still no email.

Moderator's note: Fix removed

Re: Rewards card email not recieved

Marsh — Fri, 11 Apr 2025 15:03:52 GMT

Hey @Janda1991,

I am sorry to hear that you haven't received your reward card yet. We were having some system issues with the rewards being sent out however, this has now been resolved. But it's not clear if your account has been impacted. I've contacted our Billing Operations team to look into this. I will reach out with an update through an open ticket on your account as soon as I have more information.

Re: Rewards card email not recieved

Janda1991 — Fri, 11 Apr 2025 15:05:27 GMT

Thank you, I look forward to hearing from you

Re: Rewards card email not recieved

mbibby1968 — Tue, 29 Apr 2025 12:34:59 GMT

Hi @Janda1994, can you look into mine too, now that I've joined broadband on 17th April,

I have received no email advising of how i redeem my rewards card which it clearly states i will get on my contract.

Re: Rewards card email not recieved

Tina11192 — Tue, 29 Apr 2025 17:11:26 GMT

Hi @mbibby1968 Thank you for taking the time to contact us, I am one of the staff here for Plusnet and I will look into this for you.

I'm sorry to hear you have not received the reward card yet.

I have raised this off to our cashback escalation team and as soon as they respond I will be back in touch with you.

Re: Rewards card email not recieved

Jkm93 — Thu, 01 May 2025 13:53:47 GMT

Hello,

Could you also look into mine? Mine was activated on March 24th and I still haven't recieved an email after the 30 days.

Jkm93@live.co.uk is my account email.

Re: Rewards card email not recieved

Windings — Sat, 03 May 2025 16:38:35 GMT

@Jkm93 Hi there,

I've picked this up for you and raised this issue to our billing ops team to chase this up.

Once i have a response i'll be in touch to discuss next steps.

Apologies for the delay and inconvenience.

All the best

Re: Rewards card email not recieved

Janda1991 — Sat, 03 May 2025 17:14:45 GMT

Just make sure you get it. I finally had enough and called customer service who offered me a cheque instead as they said the reward card would not be coming. I accepted and when it came the cheque wasn't for £80.

Re: Rewards card email not recieved

Marsh — Sun, 04 May 2025 08:49:07 GMT

Hey @Janda1991, I hope you are having a good day today 😊

I apologize for the inconvenience regarding the cheque we sent which was for the incorrect amount. I have looked into this for you and figured out what went wrong. I have updated the open ticket on your account and look forward to your response.

Here is a direct link: https://www.plus.net/wizard/?p=view_question&id=247246184

Re: Rewards card email not recieved

oakhillsquad — Sun, 04 May 2025 18:04:09 GMT

@Windings Please would you be able to take a look at my account too?

We were activated a few weeks ago, but no sign of the expected reward card yet. Please DM me if any more info is needed. Appreciate your help!

Re: Rewards card email not recieved

Marsh — Mon, 05 May 2025 14:51:43 GMT

Heya @oakhillsquad, welcome to the forums! 👋

I have looked into our systems, and it appears the reward card was not sent out. I have raised this issue with our billing operations team so they can chase it for you once I have had an update, I will be in touch via a ticket on your account

Re: Rewards card email not recieved

oakhillsquad — Tue, 06 May 2025 17:54:55 GMT

Thanks @Marsh I really appreciate it!

Re: Rewards card email not recieved

beckiegubu — Tue, 06 May 2025 18:16:33 GMT

Hello. My broadband activated on 21/03/2025 and I still have not recieved the link to claim the rewards card. Please could someone have a look into this for me?

Re: Rewards card email not recieved

joshae86 — Wed, 07 May 2025 10:54:41 GMT

I have not received mine either been a customer since march 18th, contacted the reward card team at Plusnet but they've just told me to go ring BT which isn't a great help! Hoping a staff member on here can asssist

Re: Rewards card email not recieved

sg12004 — Wed, 07 May 2025 11:10:08 GMT

i have not recieved my Plusnet Reward Card yet ither

Re: Rewards card email not recieved

Marsh — Thu, 08 May 2025 13:11:19 GMT

Hey @beckiegubu, @joshae86

I have checked our systems, and it appears that they were not sent. I have raised this with our Operations team so they can chase this down for you. Once I have had an update, I will be in touch.

@sg12004, I can see you have reached out to one of our agents, who has contacted the team themselves. Once the agent has received a response, they will be in touch.

Re: Rewards card email not recieved

joshae86 — Fri, 09 May 2025 08:22:16 GMT

Thank you very much Marsh!

Re: Rewards card email not recieved

cleaverd — Fri, 09 May 2025 09:47:28 GMT

Just to jump on the bandwagon, but I haven't received an email yet either. My broadband was activated on 7th April.

Re: Rewards card email not recieved

Marsh — Fri, 09 May 2025 13:26:46 GMT

Hey @cleaverd, welcome to the forums 👋

I have had a look at this for you. While I cannot too much detail over a public forum, I have opened a ticket on your account with more information.

https://www.plus.net/wizard/?p=view_question&id=247807886