New Customer - Unable to claim sign-up reward

[Haggini]

Signed up as a 'new customer' having historically been a customer of BT and switching back now from another ISP. As a historic customer, I have a MyBT account already setup against my email address. I received my emails asking me to activate my account, and have followed and completed those processes. I then received an email stating I needed to claim my reward within the next 60 days. However, after following all the links to claim my reward - when I get to the point of signing into MyBT account there is no link presented to claim my reward.

In addition - my order does not appear in my list of orders.

Update - now I can't even log into my MyBT account. Access Denied message.

[imjolly]

you need to wait until your broadband package has been activated and your cooling of period expired

if you now have 2 BTIDs then that will cause problems claiming

[Haggini]

Thanks - maybe that could be clarified in the communications from BT! I'll report back in a couple of weeks to let you know if that's successful. Just for clarity, what do you mean by two BTIds?

Re: Issues - at the moment the order doesn't show in my list of orders (I can see my historic ones from over 2 years ago) but I can view it by entering the sales reference etc.

[imjolly]

some returning customers have problems claiming rewards  when setting up new account still having an old account 

[Haggini]

Hi - update on this one.

So service is now up and running - the MyBT app is showing errors all over the place (described as a 'temporary hitch').

I looked at the FAQ for the rewards and I should be able to claim the reward before the 'trial' period has expired. The rewards card is only sent after the trial period has ended.

https://www.bt.com/manage/bt-reward-card/?s_cid=con_email_SKCI_$%7bTEMP_TemplateRef%7d_RewardCard

• "Once we know you’re happy with your service (this is usually 14 days after installation of your broadband), your reward will be sent to you. As long as you’ve claimed, there’s nothing else you have to do."

How do I go about making sure that, as a returning customer, all these issues are resolved - that I can claim my reward and that myBT app etc isn't conflicted with my old account? Can someone here help with that?

[Keith_Beddoe · Accepted solution]

@Haggini 

A recent post from a moderator recommended to try this.

"If you message us from the Contact Us pages a guide will be able to help you with that"

Give that a try.

[Haggini]

Thanks - this worked via online chat tool and they were able to sort it out.

They've had to forward me on to tech support to resolve the wider issue of one email address having two BT accounts (old one and new one) - hopefully they can fix that as well.

EDIT - for info, when using the online chat tool - I selected 'Accounts & Billing > Broadband'