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Beginner
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Message 1 of 10

Rewards Card

I ordered a new BT Superfibre Package on 22/11/19 to be installed at the beginning of December 2019 (this was successful) however since trying to access and gain my rewards card I have been passed through various BT departments who were going to look into it and get back to me or award the card and points but have not done so far (we are now over the 3 months period) Does anyone have a suitable accessible number or department for me to contact to chase this up again

many thanks

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Rewards Card

@JB61 

https://www.bt.com/manage/bt-reward-card/

This would be the promotion.

From 22.11.19 until 02.12.19 new to BT customers are eligible for a £100 Reward Card when ordering a Superfast Fibre Package, £125 Reward Card when ordering a Superfast Fibre 2 Unlimited, and a £125 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.

Have you actually claimed it?

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Beginner
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Message 3 of 10

Re: Rewards Card

It is not acknowledging my rewards when I try to claim 

thanks 

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: Rewards Card


@JB61 wrote:

It is not acknowledging my rewards when I try to claim 

thanks 


When did you first try to claim your reward using the claim page I posted?

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Beginner
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Message 5 of 10

Re: Rewards Card

4 weeks ago when I realised it was at the bottom of an email
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Distinguished Sage
Distinguished Sage
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Message 6 of 10

Re: Rewards Card


@JB61 wrote:
4 weeks ago when I realised it was at the bottom of an email

Then you have probably left it too late to claim now.

If a reward was offered on the date you placed your order, it will expire 3 months after the date your broadband is installed. (If your order was placed before the 1st JULY 2016, then the 6 month claim period still applies).

After 3 months your claim will expire and you will no longer be able to claim.

Have three months passed since your activation date?

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Beginner
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Message 7 of 10

Re: Rewards Card

I had contacted several BT departments 4 weeks ago who were all going to look into it for me or else passed me onto departments who would look into it for me one advised me to leave it a further week or 2 them claim my reward unfortunately I am now very disappointed and may have to contact ombudsman re this poor customer service can anyone advise re this

thanks

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Distinguished Sage
Distinguished Sage
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Message 8 of 10

Re: Rewards Card

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Beginner
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Message 9 of 10

Re: Rewards Card

Thank you
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Moderator
Moderator
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Message 10 of 10

Re: Rewards Card

Hi @JB61,

Welcome to the Community and thanks for taking the time to post.

I'm sorry to hear about the problems you are experiencing when trying to claim your Reward Card. I've sent you a Private Message with details on how you can get in contact with the mod team.

Thanks

Matt

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