This topic

Rewards card

Stevie7 — Tue, 27 Jan 2026 04:31:49 GMT

Hi all I’m hoping someone can help me. I placed my order for full fibre 900 broadband at 39.99 pm with the £150 rewards card offer on this was on the 31st December 2025 the last day the offer was available. I have now had my service active since the 5th January 2026. I spoke with someone from the rewards card section on the online chat service on 21st January 2026 who stated I was eligible for the card. I then spoke with someone yesterday through the billing section who has dated the offer isn’t on my order. When I have checked my order confirmation emails it does not show the offer. What can I do to get my rewards card the Im entitled to as this was one of the only reason I went with bt for my broadband. Thank you

Re: Rewards card

Manatarms84 — Tue, 27 Jan 2026 09:13:56 GMT

Providing this was a rewards card offered by BT your best option is to contact them to follow up, the billing team I would imagine will be able to sort it out if not you always have the option to escalate if you feel you are not getting anywhere, but this shouldn't be needed I would hope.

On here although there are moderators they do not have access to accounts so best option is speaking to BT

Re: Rewards card

Kimberlin — Tue, 27 Jan 2026 09:59:59 GMT

To be fair, it won’t be long before a Moderator comes along and picks this up as it seems to be the only method of getting this resolved. There’s been about 50 odd separate threads created about this subject since at least August last year.

https://community.bt.com/t5/Bills-Packages/BT-Reward-card/td-p/2447374

Re: Rewards card

Katie_B — Tue, 27 Jan 2026 10:15:51 GMT

Good morning @Stevie7.

I have sent you a private message to see if we can get this looked at.

Katie

Re: Rewards card

Stevie7 — Wed, 28 Jan 2026 11:30:10 GMT

Hi Katie I have sent you a private message

Re: Rewards card

Katie_B — Wed, 28 Jan 2026 11:37:41 GMT

Hi @Stevie7.

I've got that.

I'm just doing some chasing then I will get back to you.

Speak soon,

Katie 🙂

Re: Rewards card

Stevie7 — Wed, 28 Jan 2026 11:51:00 GMT

@Katie_B thank you very much appriciated

Re: Rewards card

Stevie7 — Wed, 04 Feb 2026 12:58:06 GMT

Still not sorted

Re: Rewards card

Katie_B — Wed, 04 Feb 2026 15:09:21 GMT

Hello @Stevie7.

Has a member of our complaints team been in touch yet?

Katie

Re: Rewards card

Stevie7 — Wed, 04 Feb 2026 15:11:18 GMT

Nope

Re: Rewards card

Katie_B — Wed, 04 Feb 2026 15:17:04 GMT

Thanks for confirming @Stevie7.

I have sent you another private message.

Katie 🙂

Re: Rewards card

SMall1 — Sun, 15 Feb 2026 12:56:22 GMT

Hi Stevie7, I noticed there is a “SOLVED” tag attached to your post regarding your missing reward. I was wondering if your issue has been resolved yet or if you still haven’t received the reward card? I am also in a similar situation to you. Very frustrating!

Re: Rewards card

Stevie7 — Sun, 15 Feb 2026 16:24:06 GMT

No still not recieved it and still told not entitled 😡

Re: Rewards card

SMall1 — Sun, 15 Feb 2026 17:16:55 GMT

Unbelievable! Why are you not entitled? You are currently a customer, surely that’s entitlement enough 🤷🏻‍♀️

Re: Rewards card

SMall1 — Sun, 15 Feb 2026 17:20:05 GMT

I took a screenshot of my agreement and it definitely shows the rewards entitlement!

Re: Rewards card

Stevie7 — Sun, 15 Feb 2026 18:06:59 GMT

They are telling the order wasn’t placed with deal even though the offer was on at the time it was one of only reason I went for bt now stick in my contract with them for 24 months as soon as I can il be leaving for another broadband provider

Re: Rewards card

SMall1 — Sun, 15 Feb 2026 18:12:17 GMT

Totally understand that, I’d be feeling the same.

Re: Rewards card

DaveRuckley — Mon, 16 Feb 2026 11:19:27 GMT

I signed up early Jan for the 900mb package as well but it was offered with a £175 reward card. I've been told by customer services that my order was not eligible for the card and there's nothing that can be done. I've asked for it to be escalated but it seems the only way to get things fixed is to wait for a Mod on here to get it sorted!

Re: Rewards card

Stevie7 — Mon, 16 Feb 2026 14:48:26 GMT

@DaveRuckley @That’s exactly the same thing that happened to me placed the order 31st December waited the 14 day cooling off period then told not entitled to it and won’t be getting it absolute joke specially as I can’t leave now so I’m not happy at all

Re: Rewards card

Peter_W — Mon, 16 Feb 2026 16:11:41 GMT

Thanks for taking the time to highlight your experience with this, @DaveRuckley.

I've just sent you over a private message so we can take a closer look into what's happened.

Peter