I signed up for BT Fibre 2 broadband on 15/07 and my services were connected yesterday (10/8). As part of my package I was supposed to receive a £110 Mastercard however when I check my rewards via my account, it says that I have no rewards to claim. Can you please help as this was the main reason I decided to switch to BT rather than remain with a competitor. Thanks in advance.
I wasn't able to find anything in BT's advertising or small print about having to wait an extra 14 days after the broadband was connect until a cancellation period was over to claim the reward card, they just say wait until the service is connected. (It might be that you have to wait that 14 days before a moderator on this forum can start helping with it?) I had a similar problem, waited the 14 days, and it made no difference. I logged a complaint online but then heard nothing for another two weeks. I only got a phone call back once I sent an email.
So, it might be worth emailing them, or phoning BT. (The first call I got was no help at all, and I have only been promised a resolution after escalating the complaint and receiving a second call back.) Hope you don't have the same problems I did!
Hi Keith. Thanks for getting back to me. I didn't see anything in the terms about a 14 day wait period so I think I'll call BT for clarification.
Welcome to the Community and thanks for taking the time to post.
The Reward Card won't show in your Rewards section on My BT until after the 14-day cooling-off period has ended. This is to stop customers from claiming a Reward Card and then cancelling their service the next day.
Please let us know if it doesn't show up after 14 days.