topic Re: Reward card in Everything else

Reward card

mmcsc — Thu, 30 Sep 2021 12:14:49 GMT

Hi everyone,
New user here and new customer.
Was just wondering when Plusnet send out the email to get your reward card if anyone can help it would be appreciated as I've seen a lot of complaints regarding these and £75 isn't to be sniffed at tbh.
Many thanks

Re: Reward card

LaurenB — Thu, 30 Sep 2021 16:36:33 GMT

Hiya @mmcsc, thanks for getting in touch.

The email to claim the reward will be received within 10 working days of the service going live. Once received, you have 60 days to claim the reward after which point the link in the email expires. Once claimed, the reward will then be received within 30 days.

If you experience any issues at any point, don't hesitate to get in touch and we will be happy to assist further.

Re: Reward card

youngsm43 — Wed, 03 Nov 2021 15:12:03 GMT

Hi,

I am in a similar position, albeit as an older customer (my contract started in June). I've been holding out getting in touch, expecting to receive an email at some point directing me to how to claim the reward card, but have still not received anything. I have checked my spam/junk folders and there is nothing there.

Could you help?

Re: Reward card

Gandalf — Wed, 03 Nov 2021 17:58:48 GMT

Hi @youngsm43

I'm sorry to see you've not heard about your reward card yet.

From what I can see the particular offer you signed up on wasn't eligible for cashback. Unfortunately due to how long you've waited before getting in touch, it's hard for us to investigate further.

Our cashback FAQs Here say you should receive an email to claim cashback within 10 days and it expires within 2 months, so ideally you'd have needed to contact us within that timeframe.

Really sorry for the disappointment.

Re: Reward card

alanturner233 — Thu, 04 Nov 2021 18:37:43 GMT

Hi I have received a reply regarding nreciept of reward card and its my assumption that it is used as bait to get new customers not happy

Re: Reward card

Gandalf — Thu, 04 Nov 2021 21:19:32 GMT

Hi @alanturner233

I'm really sorry to see you feel that way.

As per our cashback FAQs Here which form part of our terms and conditions, we explain we'll send you an email within 10 days of your service going live with instructions on how to claim your cashback and from what I can see we sent this but you didn't claim it and the offer expired after 2 months.

If you had got in touch with us sooner we could've claimed the cashback on your behalf before the time ran out...

I've though added more detail to the support ticket on your account you can view and respond to by going Here.

I hope this helps.

Re: Reward card

alanturner233 — Thu, 04 Nov 2021 22:40:28 GMT

Anoush thank you I am happy to accept your offer

Re: Reward card

Anoush — Thu, 04 Nov 2021 22:51:10 GMT

No problem @alanturner233 if you haven’t already can you reply to the ticket on your account? I’ll then pick it up tomorrow when I’m in the office

Re: Reward card

alanturner233 — Fri, 05 Nov 2021 06:39:47 GMT

Thank you very much

Re: Reward card

Gandalf — Fri, 05 Nov 2021 10:37:52 GMT

No problem at all @alanturner233 could you reply to the support ticket I've linked to above?

Re: Reward card

alanturner233 — Fri, 05 Nov 2021 13:55:30 GMT

Hi I don't know what this ticket is

Re: Reward card

Gandalf — Fri, 05 Nov 2021 13:56:38 GMT

Hi @alanturner233

No problem, in the link I've given above Here just click on it and log into your account.

If you scroll down you'll then be able to add a comment and post it.

Re: Reward card

alanturner233 — Fri, 05 Nov 2021 14:31:49 GMT

Thank you very much

Re: Reward card

Gandalf — Fri, 05 Nov 2021 17:15:23 GMT

Not a problem @alanturner233

Once you've added a comment on the ticket I'll pick it up as soon as I can

Re: Reward card

SmithMx — Fri, 19 Nov 2021 09:19:02 GMT

Hi Lauren,

I'm having a similar issue. Been on Plusnet for 3 weeks now and not received an email with link to claim the reward card. I've tried calling customer services today and was told to wait 6 weeks to receive it. I mentioned the 10 day window and was then told that Plusnet do not offer reward cards and I must have signed up with a third party and to contact them!

Re: Reward card

TheMightyAJ — Fri, 19 Nov 2021 12:07:18 GMT

Hey @SmithMx,

I'm sorry to hear there's been some confusion over this. I've tried looking into your account, however I'm afraid that I wasn't able to locate it. If you'd like us to double check the details, please send me a Private Message with your username and we'll be back in touch as soon as possible

Re: Reward card

Lynzi13 — Wed, 01 Dec 2021 16:57:13 GMT

I also signed up with the offer of £70 reward card. I spoke with someone on chat and was told my email regarding the card would hit my email inbox within the first 10 days of being live. I also went back onto chat after this 10 days to be told it will be in my messages with 30 days of sign up. I rang today and was told on my account nothing shows im eligable for the reward card. That was one of the reasons i did sign up to plusnet. I explained i hadnt received an email about the reward card and was told that because no code is on my account then i cant claim it. Seems like a lot of people are saying the same thing. If id of known id of been lied to i wouldnt of bothered signing up in the first place. Could this be looked into please. Thank you

Re: Reward card

SmithMx — Wed, 01 Dec 2021 17:02:21 GMT

If it helps, I later contacted Plusnet on Twitter and they confirmed that:

"It's showing that your offer includes a reward card and that this is on an auto redemption offer. As this is the case, you won't be sent an email to redeem your cashback reward. As it's a mobile account, the process is slightly different to our rewards process for landline/broadband accounts and you'll receive your reward in the post within six weeks of your activation date."

Re: Reward card

Gandalf — Wed, 01 Dec 2021 20:20:13 GMT

Thanks for your post @Lynzi13 and welcome to our Community Forums.

I'm really sorry to see you've not heard about a reward card yet.

I've taken a look into this for you and I can confirm you hadn't signed up on an offer which included a reward card.

If the package you selected was definitely advertised as having a reward card, did you browse to any other websites while going through the signup journey? This can generally affect the tracking.

Generally and I'm not sure if you did do this but it's good to clear what's known as cookies & cache before starting an online purchase that includes cashback and making sure you have no other tabs/windows open and you don't stray away from the order journey like click on a different offer or press the back button in the web browser.

Re: Reward card

Phil13 — Tue, 21 Dec 2021 15:59:23 GMT

Hi, sorry I am new to online forums so apologies if I have not posted this correctly! Please can you assist me I joined plus net for phone line & broadband which went live on 09/11/21 I was expecting to receive a reward card email notification as it was offered on your website when I placed my order in October. I have not received anything as yet, I did also contact online through the website on 09/12/21 which stated I would receive a reply in 36hrs but I have not received a response as yet.

Your assistance will be greatly appreciated!