This topic

BT Reward Card

kevinnailor817 — Mon, 20 Oct 2025 12:15:46 GMT

Hi,

I purchased a new BT Broadband package and a £150 reward card was offered Installed on 19/09/2025 . I rang it was claimed after the 14 day cool off period and had received an email confirming the reward is claimed and i would receive it soon. Rang customer service on the 03/10/2025 for a update, They told me to ring Purecard as they are providing the card, Rang Purecard on the 04/10/2025 The team told me no Data/Order has been sent to them by BT so they cant send the Reward out and asked me to call bt again, Rang bt who now say its 30 days from activation date fine by me.

Now its over 30 days since installation/activation bill paid and upto date But i still have no Reward card.

Has anyone actually received any Reward card recently?

Re: BT Reward Card

imjolly — Mon, 20 Oct 2025 13:16:06 GMT

try the message now link to billing and see if they can help

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: BT Reward Card

kevinnailor817 — Mon, 20 Oct 2025 14:00:37 GMT

I have already contacted them, It’s seems to me from other Posts on here BT are not sending the rewards out that’s misleading, Can any Mods help me get this resolved please,

thank you

Re: BT Reward Card

Peter_W — Mon, 20 Oct 2025 16:50:28 GMT

Hi there @kevinnailor817.

We don't have access to customer accounts via these forums, but now you've passed the first 30 days of the contract, you should absolutely be able to claim this.

It's worth giving our team another shout like @imjolly recommended and if needs be you can chase it with Purecard from there.

If you continue to struggle with this, I'd recommend logging this as a complaint direct with our complaints team, but I'm confident you can get it resolved before then.

Peter

Re: BT Reward Card

kevinnailor817 — Sat, 01 Nov 2025 00:03:54 GMT

After chatting to a few people on the forum it looks like

Anyone who had a new broadband installation ie

Engineer/Install, They have received the reward card,

And anyone who took over a existing broadband from a previous Customer

ie BT Self install, Have not received the reward card, Can you ask your team to look into this please?

Thank you

Kevin

BT reward card

kevinnailor817 — Sat, 01 Nov 2025 00:08:54 GMT

I emailed the Purecard team they say Bt have a technical issue with some claims,

I gave purecard my information it’s been over 7 days still not received my reward card, I have already paid my second bill,

After chatting to a few people on the forum it looks like

Anyone who had a new broadband installation ie

Engineer/Install, They have received the reward card,

And anyone who took over a existing broadband from a previous Customer

ie BT Self install, Have not received the reward card, Can you ask your team to look into this please?

I took over a from a existing broadband connection ie Self install, I believe that’s why i haven’t received my reward card.

Thank you

Kevin

Re: BT reward card

emmasimpson264 — Sat, 01 Nov 2025 05:41:15 GMT

Hi i am in the same situation as you,

the Bt reward card claim page mentions you will receive it 30 days after installation.

Its now nearly 45 days i still haven’t received my Reward card either i also had the bt self install as the previous person living at my had BT broadband

Re: BT reward card

Leanne_T — Thu, 06 Nov 2025 10:12:53 GMT

Morning @kevinnailor817

I've sent you a private message on the community to get some details so I can share this feedback with the relevant support team. If you could take a look and get back to me that would be great.

Leanne.

Re: BT Reward Card

kevinnailor817 — Fri, 07 Nov 2025 14:08:08 GMT

Hi Everyone ,

I just wanted to let you know that i finally received my reward card contact Bt customer service and Purecard.

Make sure you keep your order comfirmation email and proof of the reward card offer purecard may need this.

Re: BT Reward Card

kevinnailor817 — Fri, 07 Nov 2025 14:11:50 GMT

They did mention that most of the issues are with the Self/install remote activation orders,

So make sure you keep all records of your order and all emails

Thanks

Kevin

Re: BT Reward Card

Leanne_T — Fri, 07 Nov 2025 14:15:07 GMT

Thanks for coming back to us with an update @kevinnailor817

Leanne.

Re: BT Reward Card

MaxWilkesUK — Fri, 21 Nov 2025 22:29:23 GMT

I’m having the same issue. Full Fibre 900 Broadband ordered 16th October and installed 30th October (fibre takeover). Claimed the £145 reward on 16th October and on 14th November (2 weeks after activation so end of cooldown period) received text/email to say…

“Hello, BT here.

We'll send you details on how to access your GBP 145 BT Digital Reward in an email shortly.

Thanks.”

Didn’t receive an email so asked live chat when to expect it and they said they would chase it up. 7 days later still nothing.

Re: BT Reward Card

Michael_D — Sat, 22 Nov 2025 11:31:28 GMT

Hi @MaxWilkesUK

Welcome to the community.

It sounds like the team have done the right thing in chasing this for you.

Just going back to your installation, did you have an engineer come out, or was it self installation?

Can I also check if the first bill has been paid yet? That can have an impact on the reward card being sent.

Michael

Re: BT Reward Card

MaxWilkesUK — Sat, 22 Nov 2025 15:48:56 GMT

Self installation and yes the first bill was paid on 14th November by direct debit.

Re: BT Reward Card

Michael_D — Sat, 22 Nov 2025 15:58:37 GMT

Thanks @MaxWilkesUK

I've popped you over a private message to take some details to look at this further.

Michael

Re: BT Reward Card

Weisinger1377 — Sun, 23 Nov 2025 08:42:27 GMT

I have the same issue, broadband services self installed 26th sept25.

My reward card was unable to be claimed as the link wouldn't work, contacted bt who claimed on my behalf on 11th oct. Received various emails from bt saying I'd get my card soon nothing arrived, contacted live chat on various occasions told conflicting information.Contacted pure card who said no record of me to receive my £150 card.

Back to bt who then admitted that there's been a technical issue, the requests to pure card have to be done manually, this was manually done on the 11th Nov 25.

I was then told I have to now wait a additional 35 days on top of the 34 I'd already waited.

Absolutely ridiculous, I said I'd cancel my contract to be advised there would be £175 termination charge, I explained that really it's false advertising and enticing people to sign up to a contract expecting to get the reward card.

4 complaints put in all closed by bt with no explanation absolutely disgusting.

Re: BT Reward Card

Michael_D — Sun, 23 Nov 2025 09:07:11 GMT

Hi @Weisinger1377

Welcome to the community.

I can understand your frustration at the time and effort taken to chase the reward card.

If the team have manually requested this, it will be moving forward for you. It may not take as long as they have said, but they will get it to you as soon as they can.

Michael

Re: BT reward card

Leet74 — Thu, 11 Dec 2025 17:21:36 GMT

I made my claim on the 08/10/25 should have received within 30 days after several live chats and phone calls keep getting same response tech issues will be with you within 30 days last person spoke with told me if you’re not happy with how BT handling this you have the right to cancel your service without any early termination penalty’s have to be paid.

Re: BT reward card

Katie_B — Thu, 11 Dec 2025 17:25:12 GMT

Hi @Leet74.

Thanks for coming here.

I am sorry to hear you have not yet received your BT reward card.

What was the latest update provided by our customer care team?

Has a complaint been opened?

Katie

Re: BT reward card

Leet74 — Thu, 11 Dec 2025 18:13:30 GMT

Said should be with me in next 30 days