BT Reward Card

[Leanne_T]

Thanks for coming back to us with an update @kevinnailor817 

Leanne.

[MaxWilkesUK]

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.

[Michael_D]

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

[MaxWilkesUK]

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

[Michael_D]

Thanks @MaxWilkesUK 

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

Michael

[Weisinger1377]

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. 

[Michael_D]

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