Rewards card email not recieved

[#1]

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.

[#2]

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

Moderator's note: Fix removed

[#3]

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.

 

[#4]

Thank you, I look forward to hearing from you

[#5]

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.

[#6]

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.

[#7]

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.

[#8]

@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 

[#9]

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.

[#10]

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

[#11]

@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!

[#12]

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

[#13]

Thanks @Marsh I really appreciate it!

[#14]

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?

[#15]

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