topic Re: Reward card issue in My Account/Billing

Reward card issue

annazielimska — Fri, 28 Nov 2025 11:52:17 GMT

Hi,

I was in touch with Plusnet over a week ago to sort out an issue with my reward card. I remember browsing deals and considering Sky and Plusnet. They both had reward cards of similar value - £70/80. It turns out I got a card for £40 only... Considering the fact that my details were messed up by the customer service, then router was delivered one day after activation date and now I've been given a card of low value, this has been a pretty poor experience so far... Also, no one has been in touch for over a week to discuss the reward card issue. Can I please get some help with this? Thanks.

Re: Reward card issue

Rach_H — Fri, 28 Nov 2025 17:28:02 GMT

Hi @annazielimska,

Welcome to the Community!

We want to make sure you get what you expect from your plan, so I'm sorry to hear about this confusion. Did the team advise that you would get a Reward Card to a different amount to the £40 you've received?

Rach

Re: Reward card issue

annazielimska — Thu, 04 Dec 2025 15:30:48 GMT

Hi @Rach_H ,

I remember comparing Sky and Plusnet. They both had reward cards of £70/80. Maybe it's related to the fact that my order had to be completed over the phone but Plusnet system didn't allow for putting two different addresses for router delivery and broadband provision so I had no choice but call customer service. Pretty much no one takes a screenshot of the promised reward as it's trusted the broadband company will keep its promise but it kinda looks like the reward card is just an incentive to sign the contract...

Re: Reward card issue

Christopher_G — Thu, 04 Dec 2025 18:37:39 GMT

Hi @annazielimska

Have you spoken with the customer support team since receiving the £40 card? They'll be able to see exactly what was offered at the time of purchase.

If you're not happy with the way things are progressing, you can raise a complaint through a ticket in the Plusnet member centre or by calling on 0330 1239 123.

Keep us posted on what happens please.

Chris

Re: Reward card issue

annazielimska — Thu, 04 Dec 2025 21:22:41 GMT

Hi @Christopher_G

Yes, I was in touch with customer service. They passed on my query to the dept. dealing with reward cards. I was supposed to get a reply over a week ago but I'm still waiting so I thought I'd raise this issue here. Thanks for the contact details for a complaint. I'll try that.

Edit: how can i raise a ticket? Your link takes me to my account. I can't see any option to raise a ticket I'm afraid...

Re: Reward card issue

Lesley_W — Fri, 05 Dec 2025 10:42:16 GMT

Thanks for checking that @annazielimska

Do you have the option to see your open tickets at all?

Lesley

Re: Reward card issue

MisterW — Fri, 05 Dec 2025 11:02:46 GMT

@annazielimska there's a link to the complaints code of parctive at the bottom of every forum page

its https://www.plus.net/help/legal/complaints-code-of-practice/ if you follow that you'll find a section on raising the complaint online and a link to raise the ticket

Re: Reward card issue

annazielimska — Fri, 05 Dec 2025 12:45:20 GMT

Hi @MisterW . That helps a lot, got it. Thanks!