Gift card VOL number

[Kimbamm83]

I ordered fibre in August, had a couple of emails about my reward card (£80) I’ve contacted the email purecard and they said I need a VOL number for the card not the VOL broadband order number. I don’t have this. Can anyone help? Please? 

[Michael_D]

Hi @Kimbamm83 

Welcome to the community.

If you have any emails from when you placed your fibre order, they should show your VOL order number.

If you don't have that, you can go to www.bt.com/trackmyorder and login with your MyBT details to see a list of your orders.

If that still can't see it, reach out to our customer service guides, who can access your account to have a check.

Michael

[Kimbamm83]

I sent them my VOL number they said I need a separate one for the gift card, I sent them screen shots of the emails I received about the gift card too. They said without the gift card VOL they can’t do anything and to ask BT

[Michael_D · Accepted solution]

Thanks @Kimbamm83 

When you received the emails about the reward card, were you are able to submit the claim initially but then have heard nothing since?

Michael

[Kimbamm83]

Yes I received two emails. One said your virtual reward card will be on its way soon and the next said your reward card is on its way (12th sept) and nothing since. 

[Michael_D]

This may sound a bit unrelated, but it just helps me look into this further @Kimbamm83.

When you had your broadband connected, did you have an engineer visit or was it self installation?

Michael

[Kimbamm83]

Engineer on the 28th August 

[Michael_D]

Great, thanks @Kimbamm83 

If you have paid the first bill and the account balance is up to date, I'd recommend speaking to our Account & Billing guides so they can bring up your account and chase the reward card for you.

Please keep me posted with how you get on.

Michael