Reward card email not received

[#1]

Hi there,

My broadband has been live since Friday the 14th but i have not received an email about the reward for the part fibre broadband offer. I have also received the email about my average email speed, does anyone know who I can speak to about this?

Thanks,
Connor

[#2]

Moderator's note:
Thread moved from Everything Else to My Account/Billing

[#3]

fwiw, same here. Activated on 11th March.  I'm just waiting patiently for a Plusnet customer services agent to see my post I listed in this forum 2 days ago.

I also found this thread posted last Monday, 24th, in the 'Orders' subforum.  @Windings quoted

"...There is currently a known issue where some customers aren't receiving their email within the first 10 days, our billing operations team is already aware of the situation and are liaising with other back end teams to get this sorted. We dont have a lead time as to when this problem with be fixed as of yet but this issue is one of our top priorities. "

[#4]

Hi @Connorguy7  and @Baldrick1 

I am sorry to learn you both have yet to receive your rewards cards. I have managed to locate your account @Connorguy7 and as such forwarded your details to the back office team for verification. @Baldrick1 please could you private message your account username, @bill888 I have also forwarded your details to the back office team

Thanks

Lee

[#5]

Thank you very much!

Connor

[#6]

Hi Lee could you also help me with this issue? I'm having the same problem.

[#7]

Hi there,

I have not had an update about this for some time now, is this still being looked into?

Thanks,
Connor

[#8]

HI @Connorguy7 thank you for getting in touch, I'm sorry to hear of the issues with the reward offer. 

Following up from Lee, the issue is in the process of being fixed, as it affected several thousands of accounts, they are processing and sending the data in batches to Blackhawk, you should expect the email to come through within 14 working days, please keep an eye out for the claiming email coming from no-reply@plusnetrewards.com.

@bill888 We are awaiting comments from the cashback escalation team to check if your account was affected by the same issue.

@Kar1 thank you for getting in touch, please could you direct message me your username so that I can confirm the status of your offer.

I look forward to hearing from you

[#9]

@Tina11192 I can confirm I received the Reward Card email yesterday in early hours of Wednesday 9th.  Thanks.

https://community.plus.net/t5/My-Account-Billing/Another-no-Reward-Card-email-received/td-p/2003699 

[#10]

@Tina11192 @lahbrannan1 

Does this 14 working days from Thursday to receive the email apply to all affected accounts?

[#11]

Hey @rbz5416 thank you for your recent message, apologies for the delayed response.

Yes, the 14 working days will be starting from 10/04/2025, just be aware that there is Easter holiday in the middle so it may take a couple of extra days for certain accounts. 

@bill888 thank you so much for confirming that yours has reached you!