It was ordered 17/12/19 and the offer was being advertised
It must be one of these.
From 13.12.19 until 23.12.19 new to BT customers are eligible for a £60 Reward Card when ordering a Broadband Unlimited Package, £60 Reward Card when ordering a Superfast Fibre Essential Package, £80 Reward Card when ordering a Superfast Fibre Package, £110 Reward Card when ordering a Superfast Fibre 2 Unlimited, and a £110 Reward Card when ordering an Ultrafast Fibre 100 or 250 Package. Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded
It your order falls into one of those categories, and there were no changes to the original order, then give it a couple more days, and if you still cannot claim it on this page.
Then please post back here, and a moderator can be asked to assist.