Hi
I’m hoping someone from BT can help with a £200 Reward Card that was included when we signed up for BT broadband.
When we originally placed the order, we took the 500 Mbps package, which came with a £200 Reward Card.
There was a little confusion around the order at the time because we subsequently noticed that EE was offering around 900 Mbps for a similar price. We ultimately decided to stay with BT and later contacted BT to upgrade our service to 900 Mbps, at a higher monthly cost.
Unfortunately, amongst the confusion surrounding the original order and subsequent upgrade, we missed the email telling us that the £200 Reward Card needed to be claimed within a particular window.
When we realised and tried to use the original claim link, it was no longer working. We have now discovered that we are only 28 days beyond the claim deadline.
I completely appreciate that there was a time limit in the terms of the promotion and that technically we have missed it. However, the £200 Reward Card was a significant part of the offer when we chose to join BT, and we haven't attempted to leave or downgrade our service—in fact, we have since upgraded to the 900 Mbps service and are paying BT more each month.
Given that we're only 28 days late, I’d be very grateful if BT could exercise some discretion and reinstate the £200 Reward Card or provide a new claim link.
We're happy with the broadband and chose to remain with BT, so it would be disappointing to lose a £200 benefit simply because we overlooked the claim email during the confusion around the initial order.
I appreciate the deadline was our responsibility, but given the relatively short period involved and the fact that we've subsequently committed to a higher-priced BT package, I'm hoping this is something BT can resolve as a gesture of goodwill.
Is there a BT moderator or member of the support team who could look into this for us please?
Thankyou,
Katie
