topic Re: Reward card not sent in My Account/Billing

Reward card not sent

KT8 — Fri, 14 Nov 2025 09:21:44 GMT

Hi, I signed up to Plusnet on 08/09/25 when a reward card was on offer for my package. Has anyone else not received theirs? Plus net have said the value of my card on their system is £0 however the full value was in my basket?? I am very frustrated at this point. Thanks

Re: Reward card not sent

Leanne_T — Fri, 14 Nov 2025 12:33:25 GMT

Hi there @KT8

Thanks for posting on the Plusnet Community.

Did you receive an email to claim the reward card after your service was activated?

If you've not received the email, please send me a private message with your contact name, email and number and I will help you get this looked into

For full details on the reward card, please see the Plusnet Reward Card - Frequently Asked Questions page.

Leanne.

Re: Reward card not sent

Widely — Fri, 14 Nov 2025 13:27:02 GMT

Yes, I have the same issue.

Re: Reward card not sent

Leanne_T — Fri, 14 Nov 2025 13:51:23 GMT

Hi @Widely

Could you also confirm for me, if you received the email to claim the gift card and submitted your details?

When was your service activated?

Leanne.

Re: Reward card not sent

Widely — Mon, 17 Nov 2025 21:01:32 GMT

Hi @Leanne_T , I just found out that it takes up to 10 days, so I need to wait a few more days just in case. If I hear nothing by next Monday, I'll let you know on here. Thanks, W

Re: Reward card not sent

Leanne_T — Tue, 18 Nov 2025 08:39:22 GMT

Morning @Widely

That's right, the email can take up to 10 working days after your service has been activated to arrive. if you have had no email after this time and you've checked your junk/spam email folders, please let me know

Leanne.

Re: Reward card not sent

georgiemb — Mon, 15 Dec 2025 11:41:56 GMT

Hi Leanne, I'm also having the same issue. Signed up for the package on 16/10, and received nothing. Been in touch with Purecard who told me it wasn't their problem and to contact BT but I can't get through to them as all their help options are for BT customers only!

Re: Reward card not sent

Rach_H — Tue, 16 Dec 2025 09:38:47 GMT

Hi @georgiemb,

Welcome to the Community!

I'm sorry to hear you've not had your Reward Card just yet. Can I confirm when your broadbad went live with PlusNet?

Rach