Amazon Echo not received

[Isapbjh]

My new BT broadband went live on 6/12/18 and I have been expecting my Amazon Echo as part of the deal. Rang up tpday to enquire when I can expect it and the person I spoke to didn’t know - said she would email another team (she couldn’t say which) who would Phone me within 10 working days! Well over the 28 days I was told it would take - has anyone else had this problem and can someone look into this? Thanks.

[Keith_Beddoe]

Welcome to this user forum.

After 14 days following activation, you should have been sent an email with a voucher code that you use to place the order for the Amazon Echo on the BT Shop.

Did you receive this email?

[Isapbjh]

No, nothing received. 

[Keith_Beddoe]

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@Isapbjh wrote:

No, nothing received. 

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Please check your spam folder, just in case its ended up there.

When did you place your online order?

[Isapbjh]

I check my Spam folder every day, it hasn’t come in.

[Keith_Beddoe]

What date did you place your order, and was it done online?

[Isapbjh]

Online initially and had to complete it by phone. Order was placed on 2/12 and ent live on 6/12

[Keith_Beddoe]

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@Isapbjh wrote:

Online initially and had to complete it by phone. Order was placed on 2/12 and ent live on 6/12

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That may be the problem, as it has to be done totally online.

Why did you have to complete it by phone, and did you ask the agent about the offer? 

Did the agent promise you would still be eligible?

[Isapbjh]

I had to phone to complete it (I was told) because I am in a ‘fibre to premises’ property, and the previous resident had not cancelled their line.  The agent told me I was definitely still eligible, and the lady I spoke to this afternoon at BT Customer Services also told me I was still eligible.

[Keith_Beddoe]

Thank you for answering these initial questions.

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.