No 'reward card' received
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- Re: No 'reward card' received
No 'reward card' received
12-08-2020 9:57 AM
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Looking at the forum, this is a common problem, but I didn't want to tag onto an existing thread. I signed up in March, using a Moneysavingexpert deal with a £75 reward card incentive. I should have received an email to claim, but nothing was ever received.
I've been trying to contact Plusnet customer services since last Tuesday with no luck and increasing frustration. Chat isn't working. They don't use email (??). The phone number just says 'we're too busy, call back' and Twitter - both DMs and Tweets - are just ignored. There isn't actually anyway to contact them from what I can see, at all. (I'm grateful I haven't got an urgent problem!) However, the reward card, and the overall deal that it gave me, was the reason I moved to Plusnet - so I'd like to receive what I signed up for.
If anyone has any advice how I can actually communicate with someone from Plusnet about this that would be great. I always thought they had good customer service, but that doesn't seem the case sadly.
Re: No 'reward card' received
12-08-2020 1:16 PM
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Hi,
I have had the same experience. Even if you are unfortunate enough to speak to one of their customer service reps the pre-scripted line is "you didn't reply to their e-mail in the specified time scale" (even if you didn't receive the e-mail). If you are not happy with the response and ask to speak to a supervisor, the request is denied as "the supervisor will tell you exactly the same". Based on my experience, I believe Ofcom and then maybe the small claims court.
Re: No 'reward card' received
12-08-2020 3:10 PM
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Hi @Geranium22
Sorry to hear that. If you used MSE it is very possible that there is no email to claim this reward as they many offers with Money Saving Expert have automatic redemption.
Please check our FAQs for help. If you don’t find what you need then get back in touch https://www.plus.net/home-broadband/faqs/cashback-and-vouchers/
Re: No 'reward card' received
13-08-2020 6:42 PM
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Hi @Tibzor - I don't know what you mean by 'automatic redemption'? How would that work (as I haven't received anything 'automatically' either). My understanding was I'd get sent an email regarding the reward/card - nothing was ever received (I've checked my emails). The FAQ don't have anything related to not receiving the email. Can you advise with how I get the email sent to me so I can claim?
Thanks
Re: No 'reward card' received
17-08-2020 12:45 PM
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Any chance @Tibzor or another member of staff could respond to my reply from Thursday?
Re: No 'reward card' received
17-08-2020 5:26 PM
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I have had the same experience of being ignored via DM and Twitter, though note many people have received responses. Seems to be pot luck whether someone can be bothered replying.
On top of the rudeness my broadband speed is terrible at the moment and not even worth what I have paid in advance. I'm having to run around looking after two single, vulnerable, elderly parents at the same time and this is just another thing pushing me over the edge. How hard can it be to read and at least acknowledge contact even if things are not resolved immediately?
Re: No 'reward card' received
18-08-2020 12:46 PM
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Hi @Geranium22 you would only receive an email if it's one of our own cashback offers, as it's MSE you would need to make contact with them to chase it up.
@simron Sorry to hear about the speed issues too, I've just tested the line and we're not seeing signs of any issues and see the line is connected at speeds very close to the line's estimate. Have you been connected over WiFi whilst you've noticed this issue?
Re: No 'reward card' received
18-08-2020 1:06 PM - edited 18-08-2020 1:14 PM
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Hi @adamwalker,
Thanks for the reply. The poor speeds are always when we connect over wifi, usually using a firestick to watch something but that's the only thing connected bar mobile phones that are connected for email updates but nothing else, it's not like we're trying to watch one programme on the tv and another on a tablet which is something we used to do round at my partner's house quite successfully which was why I'd switched to plusnet from my previous supplier.
It isn't bad all the time, just some of the time which is possible even more frustrating. Usually just moan about it out loud but actually used broadbandspeedchecker.com on Sunday evening and speeds were 2.32 Mb/s, 2.74 Mb/s & 3.47Mb/s - they're low aren't they? Just done a test now and it showed 10.18 Mb/s which is what I'd expect and (I think) in line with your line test a few minutes ago.
Is there a better/preferred speed checker to use? Is it worth me logging these more regularly? Could the websites or apps I'm using to watch things affect the speed?
Thanks
Re: No 'reward card' received
18-08-2020 3:15 PM
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Hi there, yes you'll need to make sure that there's no apps other devices using the connection when running a speed test otherwise it will give a low reading.
The testers you mentioned should be fine.
Re: No 'reward card' received
18-08-2020 6:30 PM
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Re: No 'reward card' received
19-08-2020 12:54 PM
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I've raised a query with our billing team to chase the cashback reward as it sounds like we need to re-process that from our side of things.
I'll be in touch over the next few days when we have an update.
Re: No 'reward card' received
19-08-2020 3:48 PM
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Re: No 'reward card' received
19-08-2020 4:25 PM
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Thanks @adamwalker, I'll keep a log of problems.
Re: No 'reward card' received
19-08-2020 4:46 PM
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Re: No 'reward card' received
19-08-2020 4:49 PM
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