£100 Plusnet Reward Card Not Received

[PeterHeap]

Hi Plusnet Community,

I am wondering if a colleague can help me by checking the status of my £100 Plusnet Reward Card?

As the Plusnet Full Fibre 900 order included the £100 Plusnet Reward Card, but no information has been sent to me by email.

I await your reply.

Kind regards,
Peter Heap

[Biscuit_1]

O'm not sure if one of your colleagues/workmates can help, however in theory someone from plusnet might.

I'm still waiting. I posted on here  aking where it was, and they said someone would get in touch, no one has.

They said it would be passed  on to sompne called "lee" who was out of the office until a thursday, a few weeks passed no one got in touch.

 They said they would contact me in "due course" that was a month ago, in my thread  with this reply from @lahbrannan1   this response is dated 4 weeks ago:

"I am sorry for the ongoing delays in you redeeming the gift card. I have forwarded correspondance to the back office team to ascertain the status of the reward and we will be in contact in due course to advise further once we receive a response." 

No one has got in touch

This resply was from @Tina11192  and is dated three weeks ago

"

Hi @Biscuit_1 thank you for your response, I'm sorry to hear the card has not reached you. If you haven't read the previous posts, it can take up to 14 working days for a response to be provided, please see the link below:

https://community.plus.net/t5/My-Account-Billing/Gift-card/m-p/2005309#M72602

Lee is out of the office and will be back on Thursday I have sent him a message in the meantime to check when he returns to work, in the meantime I would like to reassure you that no interest is being charged as the reward card it's a pre-paid debit card, therefore interest is not applied/charged. 

My timeline:

 Signed up on the 1st of march with a clear offer that it includes a reward card 

full fibre installed on the 21st of march

No reward card sent , nothing 

Todays date is the 17th of may 

[PeterHeap]

Hi Biscuit_1,

Thanks for your reply and for all that information.

I'm kind of worried now as Plusnet need to provide me with my £100 Plusnet Reward Card that I'm owed - the Reward Card is why I placed an order with Plusnet for Full Fibre 900, as the £100 gift card enticed me.

I didn't get an email stating about how to claim my £100 Plusnet Gift Card either, which I find frustrating.

I wanted Plusnet Support to help me, I don't work for Plusnet, nor do I have any colleagues who work at Plusnet. I meant Plusnet Support haha

I think the best course of action if you haven't received your gift card and if I don't receive my gift card, is to raise a formal complaint in writing (sending it recorded delivery via Royal Mail) as Plusnet cannot entice us into new contracts and then not provide us with the reward in question - surely that is some kind of breach of contract?! Citizens Advice Consumer Service would be able to help give you free legal advice, as I have used them before and they are very helpful.

I will firstly let Plusnet Support attempt to see where my £100 Reward Card is first. Failing this, I will submit a formal complaint.

I've seen multiple community posts regarding this, and I haven't seen one resolved post yet, only as you said Biscuit_1 escalations to their back office teams and no responses to the Plusnet customers.

If Plusnet are having issues with their Rewards card partner or with issuing these gift cards to their customers, they should consider offering £100 or £75 bill credit (or however much the value of the gift card is on new contracts Plusnet offer at that time - if any).

I am also in contact with Purecard (Plusnet Reward Team) directly at plusnet@purecard.com to see if they can help me.

Fingers crossed, we all receive our Plusnet Reward Cards soon! It will certainly help us out a lot

Kind regards
Peter Heap

[Tina11192]

Hi @PeterHeap thank you for taking the time to contact us on our Community Forum. As I am unable to share account details, please follow this link to the question opened on your account:

https://www.plus.net/member-centre/login?p=view_question&id=247962494

@Biscuit_1 as there's another thread ongoing with previous comments I will follow up on that one! 

[biodunoke]

Hello,
I am also in same situation and it's now over 2 months without any correspondence from Plusnet.

[PeterHeap]

Hi Tina11192,

Thanks for your reply and for your help.

I will respond to your reply within my question now.

Kind regards,
Peter Heap

[PeterHeap]

Hi biodunoke,

Hopefully Plusnet Support can help you on here as it has been 2 months, that's a long time to wait!

I have my fingers crossed for you. Keep chasing it up, raise a formal complaint if you need to

Kind regards,
Peter Heap

[Tina11192]

Hi @PeterHeap thank you for the reply on the question on the account, appreciate the time you put into responding to me!

@biodunoke I have tried searching for an account but couldn't find one, please can you DM me the username to look into, I also sent you a PM to facilitate the response.

[wypanita]

I am in the same situation, signed up for Plusnet broadband, due to £100 Plusnet rewards offer. however, subscription started on March2025, so far don’t receive any information to claim the Plusnet reward! I sent message on the website to seek for help, so far no feedback at all.

I hope someone can offer me some help here, thanks!!

[Tina11192]

@wypanita Good morning, thank you for taking the time to contact us on our Community Forum page, I hope you are well.

I'm sorry to hear you have not received the Reward card, having looked into this I can confirm that the claiming email was sent to your email address in April (I have sent you an email with the detailed date/time of the email being sent to you from the account), and there's a time limit of 2 months for the offer to be claimed.

I'm sorry for the disappointing outcome

[wypanita]

Dear Tina,
Thanks for your reply. Finally I can find it but only in Spam mails, therefore I cannot see it before.

Can you allow me to claim the rewards now for this special case?
Thanks

Anita

[Tina11192]

@wypanita Thank you for getting back in touch with us so swiftly.

Unfortunately this is not something Plusnet would be able to allow as we do not have control of where the email goes, the security level is set by your email provider, and we have to be fair and consistent with all our customers. 

[wypanita]

Dear Tina,
Thanks for your reply, but I don’t agree with your approach. As customer, we won’t know which email will go to Spam, and can’t check each and every email incoming.

Plus when we subscribed the service, there is lack of information about how and when the Plusnet Reward would be delivered, we were just kept waiting!! We don’t know whether it will be physically delivered to home, or we will have a relevant email! It’s Plusnet’s responsibility to notify and ensure customers to know the exact information how they can get the reward! You can even pop a message in our Plusnet account, saying an email was sent about the reward, or physically send a letter to our home, then we must be able to keep an eye on it, or find ways to find out the email in case can’t see it upon having the notification! Why don’t you do so? And now I am being punished because of I don’t know an email was sent from Plusnet, and went to spam folder?

Then I sent message on Plusnet website, no reply again!!!and I can only find this platform / forum when I proactively search online myself!!!

I am not satisfied with the arrangement, as we even didn’t know an email was sent out, and there was a lot more can be done. I think this is something Plusnet should re-consider.
You can PM me if you find reply here is inappropriate.

Thanks and hope to have some positive feedback from you

Anita

[wypanita]

Dear Tina,
It’s so disappointing that I didn’t have your reply on my dissatisfaction.
I hope I can have your feedback soon, on this forum or privately!

Thanks!

Anita