Rewards card not received

[#1]

On November 27th 2025 I signed up with plus net as a new customer and as part of my full fibre 900 package was a £180 rewards card offer. I never received the email with the link to apply for the rewards card. Today I have been told by three different plus net advisors one being a supervisor that there was nothing on my account about a rewards card offer any nature and furthermore that there wasn’t such an offer available in November 2025 and infact there has never been an offer for a £180 rewards card ever. Making me out to be lying or some crazy person I mean who randomly waits in a cue for 1hr for an answer about the situation making up such a story if it wasn’t true. I did some digging to find out that I was right in November 2025 my package did indeed offer £180 rewards card. Not only that this is a common problem with plus net and ppl not receiving the rewards gift card after signing up you only need to look at the posts on this community to confirm this is a common problem. I asked to put a complaint in and was told I couldn’t because there was nothing complaint to be made by two of the agents I spoke to so was refused that unbelievably surely it’s my right as a customer to decide if I want to make a complaint and not to be decided by a plus net employee. I plan to take this matter as far as possible I am fuming that I have been mis lead into opening a contract with false pro tenses then lied to and then be made out to be crazy imagining the whole thing. Seriously this has caused me so much stress with physical symptoms. Does anyone have any advice for me at all with this I know I’m not alone in this situation.

[#2]

Hey @melissasmith1,

I reviewed your order because all orders on our side have a promotional offer associated with them that indicates if a reward card is included or if a reward was put through a third-party website.

For your order, the promotion offer is from a third-party cash-back site, so you will need to contact them regarding any rewards they may have promised.

Plusnet Reward Card - Frequently Asked Questions | Help | Plusnet

If you signed up via a cashback site, (e.g. Quidco or TopCashback):

Your reward will be issued from the cashback site. You won't be able to claim cashback from both Plusnet and a cashback site at the same time. (This works on a ‘last click' basis - you'll only be able to claim one of the rewards).

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[#3]

Hi @melissasmith1 

I would like to see if we can get you some help and I have sent you a private message for some extra details. 

Leanne.

[#4]

Thank you so much for this information I spoke to 3 x plus net advisors yesterday one being a supervisor and not one of them told me this instead they made out I was lying/gone crazy and making the whole thing up. Then I was told plus net have never done rewards for anything near the amount I was claiming which I know is a complete lie and can prove it. I was left so infuriated then they wouldn’t even allow me to make a complaint which in all my years alive I’ve never heard such a thing that is a customers right. No wonder plus net have the lowest complaints record it’s because they refuse to let you make one. That alone needs bringing to the attention of the relevant organisations which I intend to do I have never been treated like this by any company in my entire life something needs to be done about this.

[#5]

Hi @melissasmith1 

Thanks for coming back to us. 

I've replied to the private message for a few more details, so we can get the experience you have had looked into. 

Leanne.