What package and sim plan did you order ?
For broadband the rewards card states :
From 09.11.18 until 15.11.18 new to BT customers are eligible for a £60 BT Reward Card when ordering a Broadband Unlimited Package, £70 BT Reward Card when ordering a Superfast Fibre Essential Unlimited Package, £100 BT Reward Card when ordering a Superfast Fibre Unlimited Package, £120 BT Reward Card when ordering a Superfast Fibre 2 Unlimited, Superfast Fibre 3 or 4 Plus
From 9 November to 15 November 2018 new BT Mobile customers who buy their plans online are eligible for the following:
SIM Only plans
If you got to www.bt.com/claimmyreward and look at the FAQ's, there is a link that says 'Having difficulties claiming or recieving your rewards card ?'
Click on that and it opens a link to contact the rewards team, the link is Here for quickness but it allows you to contact the reward team directly, fill out the form and they'll be in touch.
Just a thought but you have the broadband and TV rewards card because you're outside the 14 day cooling off period, however with BT Mobile you get 30 days, it'll most likely arrive sometime after December 10th, right now you can still change your mind on the mobile 🙂
Not a problem, happy to help 🙂
Also remember you get free BT Sports mobile app as you have 6GB data or more, having said that you might already have it with your BT TV package if you added sport.
If you do wish to claim the free BT Sport mobile app just visit www.bt.com/sportonthego