This topic

Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Tue, 20 Oct 2026 12:45:08 GMT

Hi,

I ordered BT broadband 15 days ago as i was a TalkTalk customers and could see TalkTalk were in financial trouble and about to go bust, when searching for a new ISP i noticed BT were offering a £90 gift card (offer shown in my screen shot below) so I decided it was the best deal and signed up, i have now been told in customer support online chat i am not entitled to this card i would like to know why, as i said it was the only reason i chose BT i could have got a cheaper broadband package elsewhere.

Having searched the forum i can see this is a common problem and several answers have pointed to the fact the online chat bot got it wrong as they cannot look up advertising details i hope this is the case and i will soon be offered my £90 reward card.

Have any other members had to challenge them and did you finally get your card?

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

garybs29 — Tue, 20 Oct 2026 13:25:08 GMT

Do you have an email stating reward claim tracked/started?

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

andydenyer — Tue, 20 Oct 2026 15:08:52 GMT

I see that there is an asterisk at the end of the line "Get a £90 BT Reward Card". That usually refers you to a footnote with the T&Cs and outlining any exclusions.

Did you take a screenshot of that footnote or any of the T&Cs relating to the offer?

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Tue, 20 Oct 2026 15:49:23 GMT

This is showing today with the same T&C's.

*Reward Card

You must claim your BT Reward Card within 3 months of placing your order on bt.com by entering your details on www.bt.com/manage/bt-reward-card/ and must activate the card within 3 months of issuance.

Following a successful claim, your card will be sent to the email account you signed up with. Offer, BT Reward Card & BT terms apply - www.bt.com/manage/bt-reward-card/

The card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230, pursuant to license by Mastercard International Inc. Mastercard® is a registered trademark of Mastercard International Incorporated. GVS Prepaid Ltd.’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD

Please note that Reward cards can also be referred to as BT Reward cards – they are the same thing.

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Tue, 20 Oct 2026 15:55:49 GMT

I may have found the answer, when i searched online it said you can claim after your 14 day cooling off period which was yesterday i have now found this -

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Tue, 20 Oct 2026 15:55:02 GMT

Do you have an email stating reward claim tracked/started?

No i didn't get an email saying that.

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Thu, 29 Oct 2026 17:03:52 GMT

Update. 😠

I tried to claim my reward card again today and again hit a brick wall so I spoke to a BT customer service adviser who told me there is nothing showing in my account he told me they do not deal with these promotions and i need to email purecards@bt.com which i have now done, i am glad i took the original screen shot or i wouldn't have any evidence it existed, i am looking forward to their reply and will post it as soon as i get it.

Again here is my screen shot from the page where i ordered -

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Telltales — Fri, 30 Oct 2026 05:58:05 GMT

I have experienced a very similar problem with BT. My confirmed Full Fibre 900 order included a £175 Digital Reward, but the order was subsequently cancelled for reasons entirely outside my control.

Despite extensive correspondence, including with BT's Executive Complaints team, I have still not received an equivalent resolution. BT provided £20 goodwill, but the remaining £155 value I requested remains unresolved.

I have retained the order confirmations and written correspondence to support my account. My advice is to keep every screenshot and insist on a written explanation. Unfortunately, my experience of BT's complaint handling has been extremely disappointing.

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Kimberlin — Fri, 30 Oct 2026 10:58:08 GMT

To be honest, this thread probably needs merging into the BT Reward card super thread:

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

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Peter_W — Fri, 30 Oct 2026 12:09:30 GMT

Thanks for the update here, @Bell412

Please keep us posted on how you get on with this - if our team have advised you were ineligible, Purecard are unlikely to be able to change this as they deal more with the administration of the card itself.

Just to be sure, did you see this deal directly on the BT website, or was it through a third party comparison site?

I've checked our site and this price and the inclusive reward card aren't showing, but our deals are subject to change.

Peter

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Telltales — Sat, 31 Oct 2026 15:55:08 GMT

Mod Note: Image rejected as the email address is still clearly visible behind the black marker

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Telltales — Fri, 30 Oct 2026 12:34:01 GMT

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Peter_W — Fri, 30 Oct 2026 12:44:54 GMT

@Telltales Your issue here seems to be a bit different to the OP, as in this case you received the invitation to claim your reward.

I can't directly say myself why there has been cancelled orders, or the direct impact this will have had on your eligibility.

If this has gone to our Executive team though, they'll be able to look at everything that's gone here and advise on the best resolution.

From there, if you remain unhappy with the outcome the next option would be deadlock and independent review, which you can find more details of in our complaints code of practice here:

Our complaints code of practice

Peter

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Fri, 30 Oct 2026 16:24:46 GMT

Just to be sure, did you see this deal directly on the BT website, or was it through a third party comparison site?
I've checked our site and this price and the inclusive reward card aren't showing, but our deals are subject to change.

Hi Peter.

The BT rep asked the same question.

I googled BT broadband and clicked the top link -

This took me to this page - (still showing today)

I entered my post code and chose my address from the drop down the next page loaded and i was offered several packages all of which included the reward shown in my screen shot below -

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Peter_W — Fri, 30 Oct 2026 16:35:33 GMT

Cheers, @Bell412

That's not what I'm able to see when checking a number of addresses in my area, but deals can differ depending on availability in your area.

If you're confident that this was definitely the deal you selected and unhappy with the advice you were given when speaking with our team recently, I'd recommend getting back in touch and make sure this is logged as a complaint.

Alternatively you can log this directly with our complaints team, and also share these screenshots etc directly too.

You can find all the details you need on how to raise this with them here:

Our complaints code of practice

Peter

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Bell412 — Fri, 30 Oct 2026 16:55:29 GMT

That's not what I'm able to see when checking a number of addresses in my area, but deals can differ depending on availability in your area.

Thanks again Peter.

When I used the BT postcode check page today and entered mine the packages no longer show the offer which is no surprise when 1.5 million TalkTalk members are looking for a new ISP, it was showing and that's why I took the screen shot just on case something like this happened, thanks for your help and the link.

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

iniltous — Fri, 30 Oct 2026 17:01:13 GMT

Something strange is going on with the website, and online ordering ,

I’ve just tried addresses near me ( including my own ) , if I go directly to the website, no activation fee is the ‘offer’ available, yet if I google ‘BT broadband deals’ ( or that sort of thing ) and then click through from there , the deals for the same selection of addresses have various denomination reward cards depending on the speed package displayed , but continuing to ‘checkout’ ( but not actually ordering anything) , there is no mention of the rewards on the summary screen.

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Peter_W — Fri, 30 Oct 2026 17:00:36 GMT

Thanks for having a check of that, @iniltous - I was seeing the 'no activation fee' offers, but nothing with rewards cards attached.

I was only seeing these options on price comparison sites, and even then I wasn't seeing anything that directly matched the above.

Do you have the URL by any chance?

Peter

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

iniltous — Fri, 30 Oct 2026 17:09:50 GMT

If I post the link it has an individual address on it , this is before I click through

https://www.google.com/search?q=bt+broadband&ie=UTF-8&oe=UTF-8&hl=en-gb&client=safari

I can send it as a PM if you want

It’s changed again, back to free activation !!

Re: Not entitled to my £90 reward card even though i have photographic evidence it was offered.

Peter_W — Fri, 30 Oct 2026 17:18:34 GMT

Cheers, @iniltous, even from that I'm just seeing the free activation too.

My best recommendation here is definitely for @Bell412 to check through with our team what was specifically ordered, comparing screenshots, confirmation emails, and what's showing at our end.

I'll definitely feed this back to check the advertised pages, too.

I'm using a BT connection right now, so I'd be curious to see if I got different results when trying from a different ISP's connection.

Peter