I'm sorry to hear about the problems you've had trying to get your services up and running. It sounds like your original order through BT.com failed so it was manually replaced which is why it shows that you aren't entitled to a reward. If this is the case, we should be able to help you. Contact us by clicking on my user name and then on contact the mods. It'll take us a couple of days to get back to you but we'll make sure we do everything to help you.