Eleanor at Bulb — Bulb Community

Eleanor at Bulb

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Eleanor at Bulb
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  • Heya @norman7115 I've had a dig around to find out what's best in this situation. We're required to take on all types of meters including dynamically teleswitched meters on an “accommodation” tariff (our single-rate tariff). This would mean th…
  • Hey @979316 We've no increased our tariff by 5%. If we increase our tariff prices then we give our members 60 days notice. Could you confirm that it is the 5% VAT?
    in Tariff Comment by Eleanor at Bulb 1:26PM
  • Hi @Gazzasulli125 you can activate your emergency credit at any time. I can see that Ella has been helping you out with your prepay questions and transferred £20 you via Transferwise. Is there anything else we can help with?
  • We have previously shown our support for the price cap. It protects customers against extortionately priced tariffs and creates greater transparency in the energy market. But the price cap was meant to be a limit, not a target. We're disappointed…
  • I'd like to see a live projection of the cost of my usage each day over the year as a graph (cycling up in winter and down in summer, I'm sure you have the trends down). Then, my actual usage can be compared to slightly longer term trends to see if …
  • Hey @Chelle8 I can see that you're very diligent at submitting readings but you submit them a little too late to be used on your statement. Your statements are for the 20th of one month to the 19th of the next. For example, your latest one was fo…
    in Usage Comment by Eleanor at Bulb 12:59PM
  • Thanks @Phedro Yes, pop your ideas on Community and we can add them to the Open Road Map This is the first year that we have offered the Warm Home Discount.This means we provide £140 credit towards electricity or gas bills for the households th…
  • I'd like to see a live projection of the cost of my usage each day over the year as a graph (cycling up in winter and down in summer, I'm sure you have the trends down). Then, my actual usage can be compared to slightly longer-term trends to see if …
  • Heya @Ell_F Thanks for raising your concerns on Community. I'm sorry that you've had such a shock with your statement. You did give us meter readings when you switched over to Bulb in November. The next set of meter readings you gave us was 4 mo…
  • We have emailed Ofgem to clarify some of these points. We'll keep you updated and please nudge me if I don't get back to you quick enough! We’ve been in contact with Ofgem and here's what they said. Where it is possible to measure the amount of…
  • Hi Sarah. We use a 0300 number. This is charged at the standard geographical rate. Ofcom has written: "Many organisations use 03 numbers as an alternative to more expensive 08 numbers. Calls cost no more than calls to geographic numbers (01 or …
  • Hi @Mv6 The meter that is attached to your account is an Economy 7 meter. If you think this is not the case, it's likely that either: 1. You selected the wrong address when you signed up 2. Your meter is registered to a different address on the …
  • Hmm, yes we'd have to think about how that would work. Maybe just a block color or initials like we have now. This is just a quick mockup of a design based on features that we've chatted to Community about. Nothing is final at this stage.
  • @Hooloovoo We could add a little icon on to the profile picture like this. What do you think? This 'trusted' member could be manually assigned or as you suggested, members could do this themselves.
  • We have emailed Ofgem to clarify some of these points. We'll keep you updated and please nudge me if I don't get back to you quick enough!
  • Good to know that you're keen to have the 'trusted' aspect worked into the Community re-design. I've passed it on. Yes - I'm perplexed to how they were changed. I've been chasing all the devs to work in out. No luck unfortunately.
  • Hi @Paula90 Looks like you've already spoken to Patrick at Bulb account this and he agreed that Bulb would credit your account despite your referee's account closing before the switch goes ahead. Both the referer and referee must be a Bulb membe…
  • On the topic of colocation with battery storage, yes Ofgem confirmed households with colocation that meet certain criteria can still receive FIT generation and export payments. However, this is un-related to the calculation of FIT export payments. …
  • I have another suggestion for a community feature. I'd like a way of tagging a user to indicate the quality of their answers. It doesn't necessarily need to be public, just shown privately when I'm logged in. Maybe a tick next to their username o…
  • Hi everyone. I've had a chat with the team working on Bulb's feed-in tariff. Although most points have been covered, I'll clarify what the regulations on export payments are. If you are eligible for FIT, you will receive two types of payments: …
  • Hi @Jnewman We don't know that the tariff is increasing, so I don't know how Scottish Power would know that! In fact, wholesale energy costs have been decreasing so it's more likely that a price decrease will happen before any increases. We'll k…
  • Heya @timbo We've put up a new thread about the smart meter roll out. Let me know if you still have any questions.
  • I’m relieved to say, it would appear after adjustment by Bulb, that I am back in credit by £1100. So monthly readings are the obvious way to go forward. They now suggest reducing my dd. I’m used to paper statements, so guess I need to get with the…
  • Heya @breezer0418 I can confirm, we will not be increasing our prices when the price cap is announced. Wholesale prices are actually decreasing so it's more likely that we'll be dropping out prices this year.
  • Thanks for sharing your thoughts @Smars We try to be as transparent as we can about our green energy credentials. That's why we have a page on our website that explains exactly where our energy comes from. The price of electricity is the same whet…
  • Please do not take your meters apart. Smart meters and IHDs are owned by your supplier. There could be serious safety consequences so only a trained meter engineer appointed by Bulb should carry out any work on your meters. Members should never f…
  • Heya all. I've taken a look at the email @Ruaridh1 sent to Bulb, and our reply. We can take on both meters. However, we will have to charge you an extra standing charge for the second meter. That's around another £75 per year. Unfortunately, thi…
  • @198kHz Ofgem do require all energy suppliers to give at least 30 days notice when their prices will be increasing. We give 60 days notice if our tariff is increasing because we want to give you plenty of time to decide if you want to switch away, o…
  • I've passed this on to Erin, head of the Energy Specialist team
  • You're right @mowcius. We are taking a little longer than we should this week. We have a strong team answering your emails though, so we'll be back to normal shortly. Sorry for any delays.
  • And @mowcius There are lots of other in between categories. For example, we can put an email in our own 'pending' inbox. Yes, it seems to have created a little confusion, which is why we don't shout about it. It's just a default external page fr…
  • Yes, @Hooloovoo I've taken a look at all the content of your emails. Elliot should have responded to both questions in one email. Instead, he closed one and only answered one of your questions in the other thread. I can see that you've followed …
  • Heya @Naheem You're right, gas prices have decreased significantly. In fact, we wrote about this in our winter price watch blog post. As soon as we can reduce everyone's bills by £20 per year, we will.
  • This is why we're not using this page @Hooloovoo. The way we work tickets was not with the member in mind. In the case of the 'solved' ticket you mention, we have left an internal note. That's because we solved your query in a duplicate ticket, or i…
  • Hi both. A good find @mowcius This page has been about since we first started using Zendesk. It's just the external version of what we use. On that page, you can submit tickets which go straight to our email inbox. We don't use it for a couple…
  • @tiger we don't ask for a picture because we should get your meter details from your previous supplier when you switch. As we've not had these through, we'll need a picture so we can manually add them to our billing system. I'm sorry for the hassl…
  • This morning's average phone wait time is 12 seconds!
  • @MorgenBlue We wrote about smart and solar PV at the end of November 2018. I'll chase the Feed-in-Tariff team for an update. As @mowcius has said, older properties do tend to have gas meters inside. This doesn't mean that if you have a gas meter…
  • Hi @Barry3009 I'm very sorry that you've not had a quick response. I've asked for one of our energy specialists to investigate and get back to you. We take our service promise very seriously. Although our member base has grown, this should not ha…
  • No problem @ilonaak Yes. You'll be able to make all the same changes as before
  • Heya @ilonaak We changed our payment processing partner a while back. We now only set up direct debits for monthly payments. You'll need to set this up in your Bulb account. Just go to 'Account Settings' > 'Edit payment settings' > 'Switch to di…
  • Hey @DanielDuke_85 I'm sorry to hear you're unhappy with Bulb so far. Paypoint and Payzone staff should know how to top up your meter. Have you tried giving them the instructions on how to top up your meter? Our phone lines are open, from Mond…
  • Unexpected! Not expected
  • @willmow Our tariff won't be affected by the recent price cap announcements. Wholesale prices have been decreasing lately so unless something very unexpected happens, there won't be a price rise anytime soon.
  • Hi @cally123 As you have a prepayment meter, you pay for your energy as you use it. For prepayment, our standing charge is 30.42p per day and as you have a two rate meter your day and night rates are 15.49 p/kWh (day) and 7.41p/kWh. Do you use…
  • Heya @Dualfuelpassword We will not be increases our prices with the upcoming price cap. In fact, wholesale prices have been decreasing. So unless there is an unexpected rise in gas prices, it's unlikely that our tariff will be increasing any tim…
  • @Chatters1234 Thanks for letting us know. I've updated your email address on your account. I've also removed your email address from this thread as this is a public forum.
  • Heya @DJK A great question. We buy our energy using REGOs (Renewable Energy Guarantees of Origin). REGOs are also what suppliers use to prove the renewable-ness of their energy. As demand grows for green energy, they'll be a greater need for r…
  • @RollesbyRob What are the first two letters of your postcode? I'll see if your postcode is on the list for the upcoming week. Even if your postcode is on the list, there are few other factors we have to take into consideration. For example: * …
  • Heya @mrssmmoore You can log in to your Bulb account and click 'payments and statements'. Once you're in this tab, you will see the option to top up your account balance. Let me know if you need a hand with anything else.
  • Thanks for sharing @mowcius ^ These are our brand colors. Generally speaking: * Pink is used for highlights * Blue is used for text, in alternating backgrounds, and for pathway buttons * Green is used in action buttons and linksPink is u…
  • Hi @tiger We'll need to see your meter details. We need to see the 'meter serial number' which should be shown on the very front. You can send an email to help@bulb.co.uk with a picture of your meter. Or you can read the number out us - our teleph…
  • Thanks for the feedback @norman7115 I'll certainly feed that back to the smart team. We'll be sure to keep you updated on this via Community and our website.
  • Glad you agree @mowcius We haven't yet decided how we will offer ECO to our members via installers, but we'll keep members updated through our website once we've made this decision. @Julie_R_1 In the meantime, there are various providers that yo…
  • Failed statements do get flagged on a member's account. Our operations team work to fix these and are always looking for ways to prevent failed statements in the first place. One of the new tools we've built is an internal flagging system for ener…
  • This question has cropped up a few times. As Hooloovoo has mentioned, it's not so much a question whether it is technically possible because smart meters can be remotely reconfigured. Right now, our top priority is installing smart meters for our m…
  • Come April 2019, Bulb will be responsible for installing energy efficiency measures in a small percentage of members' homes each year. They'll be more on this from team Bulb in the coming months.
  • Hi @Geoff_TYLER I've just logged into your account. I can see a very different looking graph that only shows electricity. Hmmm. Have you had more than one Bulb account in the past? Could you login to your account to double check that the graph…
  • Heya @Mum_of2 I can see that you submitted some meter readings over the weekend - thanks for that. The industry estimates that we've been using are higher than your actual meter readings. I've requested for one of our energy specialists to send …
  • Heya @Lucy6783 Looks like we only got the first couple of words of your post. Let us know if you still need some help with your account?
  • Hi @tiger You certainly should have had a statement by now. If fact, you should have them every month so I'm sorry you've not received one yet. It looks like we're missing some information about your meter that is sent by your previous supplier. …
  • I'm guessing were saving even more C02 due to the electric cars running on green energy than if petrol / diesel. Ohhh that's an interesting thought. How much extra CO2 are you saving from driving an electric vehicle? I had a quick look on the Ca…
  • @FromTheValleys We've had discussions about Bulb merchandise before. Although we'd love for everyone to roam around in a snazzy pink Bulb t-shirt, producing and distributing mugs and jumpers is not particularly environmentally friendly. We don't…
  • Hey everyone. We're not looking for the extra funding at the moment but a crowdfund is certainly something we'd explore carefully if we were to do another raise. We like the idea of giving our members the chance to own part of Bulb. Monzo's crow…
  • Hi @Vikkxxx I've taken a look at your account and the email communication you had with Patrick back in August. Your billing was put on hold whilst we sorted out your opening readings. As we've not heard back from your previous supplier we've sen…
  • I'll be explaining why in a Community post. Just need to finish the Trello board first! Some of those ideas have been on the Trello board for a long time. I'll be linking the road map to the post but it needs finishing first...give me a few hours.
  • @mowcius - I'll be making lots of changes this afternoon! I'll do an update on Community tomorrow and we can chat about specifics. It has been achieved because we won't be doing it in the foreseeable future. But I will be adding cards that are a s…
  • Heya @Hooloovoo I've spoken to the smart team. I'm assured that we're clearing any delay at the moment and it should update in a couple of days.
  • @joebron Bulb can supply both your gas and electricity. But we will only offer £50 credit per household. If you'd like to sign up your gas, you can drop us an email to help@bulb.co.uk or give us ring on 0300 30 30 365. It will take around 14 d…
  • @Clem at Bulb has been working on our telly adverts. She'll be able to tell you a bit more about the creative decisions.
  • Hi @SparrowV Thanks for the feedback. And I am very sorry to hear that you've been left without gas. That's really not good enough, especially in the cold weather. I have had a read through your email communications with Bulb. We're looking into…
  • @Tomd1984 Yes, I've just posted an update about Bulb and smart meters. Let us know if you have any further questions.
  • Heya @Pascaline_88 Your account is for both gas and electricity. If you have a gas meter you'll need to update us with your meter readings, even if you are not using any gas. This will stop us using estimates. If this is not your gas meter, plea…
  • Can the app(s) and websites please be consistent in that either we can override the 'Not expected' prompt on all platforms OR upload photos on all platforms (seems odd it's missing from the mobile app baring in mind most people will be taking the ph…
  • Heya @ky326vvb Welcome to Bulb The Community has summed things up quite nicely. £24 million does seem alarming at first but this is just a part of being a fast growing business. The important thing to note is that the cost of acquiring memb…
  • Hi @Zoey Your up to date account balance can be found in your Bulb account. Just click on 'payments and statements'. You can also download your latest statement here. I I've also fired your statement via email again. Let me know if this doesn't r…
  • Hi @Albo There is an option to fill out the non-relevance form when you sign up to the FIT tariff with Bulb. I've requested that your application form is unlocked. You'll be able to log in to your Bulb account and in the FIT sign up form, tick t…
  • Thanks for the flag. This has now been taken down. @nihar44 . Although we love the fact that you want to share Bulb, Community is not the place to do so. If we find that you are sharing your link in a way that is against our terms and conditions…
  • Hi @AlexS Your link is active and you can refer as many people as you like. In fact, we'd love you to share Bulb. You can find your referral link in your dashboard on your Bulb account. It doesn't look like anyone has signed up through your link y…
  • Hey @antoniotofani You can fill out a quick form to let us know that you've moved home. One of our energy specialists will get back to you shortly. We'll be able to change the account details, send you a welcome pack and provide a statement from…
  • Heya @browntown I left a reply to your other post. Let's move the discussion over to that post if you've got any questions or opinions.
  • Hey @Zoey The new statement will show the account balance. Once you've received it, if you have any further questions, do let me know. As I say @Hooloovoo, we have a whole team dedicated to ensuring statements are accurate and sent. We don't wan…
  • Heya @yyt Yes @Caroline W at Bulb and @mowcius met when mowcius visited the Bulb offices back in January 2018. They talked about Community and the various problems with it. His insights have fed into the current community design project!
  • Hi @Albo How frustrating. I've just had a quick chat with the FIT team. They said that if your EPC is after the installation was commissioned then you will get the lower rate. But it might be worth trying to prove your property was 'non-relevant…
  • Hi @Jaroslaw Your previous supplier objected to your gas switch. This means we were unable to take over your supply. I can see that this has been sorted and we've reapplied to be your gas supplier. Your supply should switch to Bulb on February 4…
  • Heya @NicWil91 If you've switched through a friend's link, you should both get your referral credit on the date you switch. There can be a few reasons why this doesn't happen. Could you please send me a private message with your friend's referral …
  • Hi @Dave_Kent Sorry for any confusion here. @mowcius is right, if someone tries to sign up to a different energy supplier and selects your address it because of an erroneous transfer. This is easy to reverse though. We're also not in financial d…
  • Hi @kerensmum When you update your payments online, we need to get in touch with your bank to set up a new direct debit mandate. This process can take up to 10 working days. I can see a new direct debit was requested on the 20th of January. As yo…
  • Hi @Natasha13 We've written a handy guide to help find out what your economy 7 hours are. If you are still unsure, let me know.
  • Hi @ShirleyG Tim has written about how to apply for the warm home discount on another thread. If you have any other questions, let me know.
  • Hey @energywin So pleased that you're sharing Bulb with your mates. Let me know if you want to withdraw some credit. I can do that for you. Just make sure that you've given us an up to date meter reading and at least one month's credit in your…
  • Thanks for flagging @Hooloovoo @Zoey I've taken a look at your Bulb account and you're right, there are no statements. One of our Energy Specialists is getting this sorted for you today. @Rob at Bulb will send you a consolidated statement. This…
  • Hi @Highlander I'm sorry that you're unhappy with Bulb so far. We try and communicate as best we can about payments in advance. When you sign up online, we write a timeline of when your first payment will be taken. Here's an example: We then…
  • Heya @mowcius It’s not good to hear you think our website is ‘horrible’! Could you explain what it is you don’t like about it? It would help us think about how to make improvements. In terms of Community redesign, we’ve not been sat idle. As we’…
  • Heya @phillyzippy All good questions. A standing charge covers the cost of installing and maintaining the infrastructure that gets energy from the grid to your home. There are 26 million homes (and many more buildings including businesses and sc…
  • Hey all. Previously, @Rory at Bulb has given a short explanation to why prepay meters have a higher standing charge. He said: "Prepayment meters bring a whole new set of challenges. The team has learnt how to deal with brand new behind-the-sce…
  • Thanks for your comments and suggestions @Phillip_PAL I've changed your to a B! You're right. The link to 'help' is not particularly helpful because you have to find it first! We're in the early stages of making changes to our Community platf…
  • Hi @treadsoftlybulb Thanks for getting in touch. I'm sorry to hear about that shock bill, it must have been a bit startling. Without having the details of the bill from Eon, it is difficult to know exactly what has happened here. Just so I ful…
  • 28mins in. Martin starts talking at 23mins, after "I'm marrying my duvet"!! I'll look out for that bit!
  • Hi @Pradhan87 We'd be more than happy to refund all but one month's credit in your account. Could you drop me a message with your up to date meter readings first? We just need to make sure that our estimates are about right. It could be that you…