Rewards card / upgrade incomplete

[MrsG4]

Hi there, I upgraded my broadband fibre 100 to fiber 500 on the 19/12/23, with the £75 rewards card included with the offer, my activation was supposed to be the next day 20/11/23 as only upgrade & I received link to activate my reward card that I have confirmation of, however my upgrade has still not been completed & my rewards history is empty saying I have never redeemed this. Can someone please advise as it seems impossible to contact BT directly or indirect on the app or web. 

Many thanks 

[RobbieMac]

Hi @MrsG4

Welcome to the BT Community.  Thank you for posting and for messaging me privately.

I am sorry for the delay receiving the reward card as part of your broadband upgrade order.  Have you had a word with our guides in the helpdesk?  They'll be able to check what's causing the hold up and get things moving for you.  You can reach them on 0330 1234 150.

We are a small team and it'll take us a few days to get to your case.  I am suggesting reaching out to our guides in the helpdesk as this may get everything resolved sooner for you.  Post back and let me know how you get on chatting with them, please.

Thanks,

Robbie