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Message 1 of 3

Rewards card issue

Hi all,

When i ordered my Broadband i was eligible for the two rewards, one was the Mastercard prepaid card and the other was an m&s card. I ordered it on the 31st Oct and activated on the 14th Nov.

I had problems with claiming both rewards from the start.  When i go into my account it says there are no rewards to waiting to be claimed and has said that constantly. 

When i click on the link for the mastercard reward, it asks me to sign in and takes me to a section called my Rewards. which says no rewards available at the moment so i am unable to mover forward with it.

And the m&s card link asks for my details to be filled in although the order number it asks for is 12 numbers and letters but my order number is longer than that and starts with VOL.  The form will not accept this order number so i am therefore stuck with that one too.

I contacted BT and they said i had to wait so many days, 14 i think, and then it would appear.  I waited and it still said the same so i posted on this forum and was told to wait some more days, still nothing.  I came back on the forum and was told to contact them via live chat.

I contacted them in late December via live chat and was helped by a young man who seemed very helpful and said all the right things about it being in hand and he had checked it and started the process and i should leave at least 45 days before contacting them again regarding it.

These days have now passed and still nothing, further more i am now out of the 3 months to claim stipulation i was led to believe existed.

What can i do, what shall i do and can someone please tell me whats happening as i have no clue.

Could any moderators or anything help please.  Thank you,


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Message 2 of 3

Re: Rewards card issue


Welcome to this user forum.

This would be the reward card for orders placed online.

From 25.10.19 until 31.10.19 new to BT customers are eligible for a £60 Reward Card when ordering a Broadband Unlimited Package, £80 Reward Card when ordering a Superfast Fibre Package, £110 Reward Card when ordering a Superfast Fibre 2 Unlimited and a £110 Reward Card when ordering an Ultrafast Fibre or 2 Package. Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.

This would be the M&S voucher.

Broadband Choices, MoneySupermarket and their partners (£40) – for orders of BT Superfast Fibre or Superfast Fibre 2 packages between 25th October – 31st October – Claim by 31st January 2020

The broadband benefits website would have need the sales reference, not the order number. That would have been on the email you received from BT, once your order had been completed.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Message 3 of 3

Re: Rewards card issue

Hi @Discoo welcome to the forum and thanks for posting. I'm sorry that you have not received your rewards yet. I've sent you a Private Message with details on how to contact the Mod team and we will be happy to help you with this.


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