Reward card offer not added to contract

[#1]

I have recently swopped broadband providers from BT to Plusnet. When I originally accepted the online offer on 24th Feb 2024 (for full fibre 300 ) it advertised an included £80 reward card.

My internet service has since gone live (14 March) and has been fine .....But, I have not received any email regarding the payment of this reward as yet , so I have emailed Plusnet a week ago (with no reply ) and have today spoken to their call centre regarding my problem only to be told that it doesn't show in my account as I joined online ?

I now face the dilemma of having no proof that the offer ever existed and wonder if any other forum members have experienced a similar problem ?

[#2]

I'm having exactly the same problem.

Signed up for Full Fibre 300 on 28th February and there was a countdown ticker and a banner saying "With an £80 Reward Card".

I have a screen shot of this screen, which also shows a deal with a £70 reward card for Full Fibre 145.

To confirm my Full Fibre 300 package went live on 28th March.

I have emailed plusnet and they have called me today and said that they haven't offered this deal and it must have been a third party offer.

However, this is incorrect and the offer was definitely directly via the plusnet website.

I made the agent aware that I have a screen shot of the offer, but he said that plusnet don't offer Reward Cards on full fibre packages.

Are you able to @don13922 are you able to confirm if you ordered directly from plusnet or via a third party?

Are any admins/members of plusnet staff able to advise.

[#3]

HI @armybike 

I can see you have a case open with our complaints team regarding this

They'll get in touch as soon as they know more

[#4]

Still not heard anything from Plusnet regarding this matter ?

[#5]

Same here, no reward card received and attempting to contact PN has been unsuccessful. At one time PN had an excellent customer service reputation. Suggestions welcome.

[#6]

Hi there, I've sent you both a PM asking for a username, please drop me a reply when you can.

[#7]

Plusnet said they wouldn't send me a Reward Card, but as "a gesture of good will" would send me a cheque for £80.

So, it took a bit of back and forth to sort out, but got there in the end 👍

[#8]

Hi Adam, my user name is [Removed]

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

[#9]

Hiya @don13922 , I've updated you a ticket here if you can take a look @ https://www.plus.net/wizard/?p=view_question&id=241820176 .

[#10]

Hi James,

Hindsight is a wonderful thing , yes of course I wish that I had taken "screen shots" but unfortunately I didn't and at the time it didn't occur to me that I should need to

All I can say is, that I saw the offer and followed the on screen instructions to swop my internet provider to Plusnet. I did not imagine the offer and feel somewhat misled.

Kind regards

Don

[#11]

[#12]

The offer was definitely on the Plusnet website and not a third party offer, despite what the member of staff I dealt with tried to insist.

Seems odd that once I provided the above screenshot, a cheque was sent out for £80!  🤔

[#13]

Many Thanks for posting the screen shot Armybike,

That's what I saw and I went for.

I will definitely be taking screen shots of anything else I sign up to on the Internet in the future.

Thank you again for taking the time and trouble to  post

[#14]

Sometimes these type of offers don't register properly unless you clear cookies and access the website again..

[#15]

Thanks Mav,

I will add your advice to my list of things to remember the next time I change my Internet provider or purchase online.

It seems like it's a lot more complicated than it's made out to be .... Caveat Emptor seems to apply.