BT Reward hasn't appeared in my account - new broadband account

[wcheng]

Hi,

I started a new contract for BT broadband in January 2020 and the BT Reward hasn't appeared in my account to claim. I spoke to the online chat who gave me an email to enquire further, only for the email address to be forwarded to different departments and for them to say they couldn't help me?

Can someone please help me, I'm not sure where to go to notify the BT Reward card I was offered in the package I bought?

[-Richie-]

Did you join BT in January online, if so in what date ? or did you renew your broadband contract with an offer of the reward card ?

Typically reward cards sent as part of a renewal are sent automatically and don't need claimed.

[wcheng]

Hi,

I joined BT in January, our broadband was activated on 28th January.

I chose the January offer which offered the BT reward card and M&S voucher at the time.

Since then I've tried to access the reward card but it says there are no rewards to claim in my account.

[Keith_Beddoe]

@wcheng 

What date did you place your online order?

These are the valid reward card dates for that month.

• From 31.01.20 until 06.02.20 new to BT customers are eligible for a £100 Reward Card when ordering a Superfast Fibre 2 Unlimited, Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.
• From 10.01.20 until 16.01.20 new to BT customers are eligible for a £70 Reward Card when ordering a Superfast Fibre 2 Unlimited, and a £90 Reward Card when ordering an Ultrafast Fibre 100 or 250 Package. Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.
  
• From 03.01.20 until 09.01.20 new to BT customers are eligible for a £40 Reward Card when ordering a Broadband Unlimited Package, £70 Reward Card when ordering a Superfast Fibre Package, £80 Reward Card when ordering a Superfast Fibre 2 Unlimited, and a £100 Reward Card when ordering an Ultrafast Fibre 100 or 250 Package. Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.

I assume you have already claimed and received the M&S voucher?

https://broadbandbenefits.co.uk/marksandspencers/claim

https://broadbandbenefits.co.uk/marksandspencers/terms-and-conditions

[wcheng]

Hi,

This was the offer - From 10.01.20 until 16.01.20 new to BT customers are eligible for a £70 Reward Card when ordering a Superfast Fibre 2 Unlimited

I have claimed the M&S voucher but haven't received it yet. It says it could take up to 45 days so I'm not sure when I'll actually receive it. I'm a bit dubious since I haven't got notification about the BT reward card so not sure I'll even receive the M&S one at this rate.

[Keith_Beddoe]

There can be issues if you order was change in any way.

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.

[DavidM · Accepted solution]

Hi @wcheng and welcome.

Thanks for posting. It sounds like you've got the M&S voucher sorted. I can help with the reward card side of things. I've sent you a private message explaining how you can contact the forum moderation team. Just drop me over a reply with the details and we’ll check it out.

Cheers

David