Reward card offer not added to contract

[#1]

I have recently swopped broadband providers from BT to Plusnet. When I originally accepted the online offer on 24th Feb 2024 (for full fibre 300 ) it advertised an included £80 reward card.

My internet service has since gone live (14 March) and has been fine .....But, I have not received any email regarding the payment of this reward as yet , so I have emailed Plusnet a week ago (with no reply ) and have today spoken to their call centre regarding my problem only to be told that it doesn't show in my account as I joined online ?

I now face the dilemma of having no proof that the offer ever existed and wonder if any other forum members have experienced a similar problem ?

[#2]

I'm having exactly the same problem.

Signed up for Full Fibre 300 on 28th February and there was a countdown ticker and a banner saying "With an £80 Reward Card".

I have a screen shot of this screen, which also shows a deal with a £70 reward card for Full Fibre 145.

To confirm my Full Fibre 300 package went live on 28th March.

I have emailed plusnet and they have called me today and said that they haven't offered this deal and it must have been a third party offer.

However, this is incorrect and the offer was definitely directly via the plusnet website.

I made the agent aware that I have a screen shot of the offer, but he said that plusnet don't offer Reward Cards on full fibre packages.

Are you able to @don13922 are you able to confirm if you ordered directly from plusnet or via a third party?

Are any admins/members of plusnet staff able to advise.

[#3]

HI @armybike 

I can see you have a case open with our complaints team regarding this

They'll get in touch as soon as they know more