Eleanor at Bulb — Bulb Community

Eleanor at Bulb

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Eleanor at Bulb
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  • Hi @richard48 Hmmm. Something looks a bit funky on your gas meter readings. The closing meter reading when we exchanged your meter was significantly higher than previous meter readings. I suspect these have been entered incorrectly by the engineer…
  • Hi @anyca I'm sorry to hear this. Taking time off work for an installation that doesn't go ahead is certainly frustrating. We've reiterated the need not to cancel the next appointment. Be sure to let us know if it has been s successful a third t…
  • Hi @steve82 Thanks for the feedback. I'm sorry that your meter is not working as it should be. It's frustrating - we understand that. You shouldn't be left waiting on chat for 30 mins. That sounds unusual so I'll take a look into why that happen…
  • now that's an idea...
  • If they have a two rate meter, we'll give them two spaces to enter their meter readings on the Bulb account: We just need to wait for the previous supplier to send us details of the meter and this will be updated on the Bulb account. It should be…
  • Hi @Keepitsimple Thanks for diligently giving us meter readings. You submit them on the 1st of each month. And we create your statements on the 30th. This means you submit meter readings just a little too late for us to put them on your statements…
  • Hi @Genie You can email us on hello@bulb.co.uk. This email address is on our website and all our statements that we send you. You can also just 'reply' to any emails we send you. We automatically send meter reading reminders to all our member'…
  • Hi @AML There are some SMETS1s that we're able to communicate with. If you would like to join our smart tariff, we'll do some checks on your meter to find if this is the case for your smart meter. We are currently working on communicating with a…
  • Nope, we're not getting a jet! And don't plan to.
  • Im curious about this topic now that one of the big 6 has moved to 100% renewable electricity. At a very rough guess I think there are about 6-7 million households on 100% tariffs about of maybe 30 million households in total. Is this enough to make…
  • Hi @Losham Thanks for sharing Bulb, it's great that you want to spread the word. I've removed your link because we have a no referral link rule on Community. It gets in the way of a useful conversation.
  • Hi @jdw Yes, a pretty good score. Thanks for sharing. And thanks for the passing thoughts. This is a pretty basic version but we're keen to flesh it out to make it a more useful tool. @Bill at Bulb is having a think about this so he'll deffo b…
  • Hi @Allanr [EDITED] We currently have the numbers on our page but we should update them. External rankings can be found on Citizens Advice but this does not tell you the type of complaints that we receive. Our complaints manager is out of the off…
  • Hey @Kerrianne Because you electricity meter is a direct debit account, the £50 will go straight to you Bulb account. It doesn't look like you used a referral link to sign up but this could be an error on our end. Could you drop me a private mess…
  • Hey @keyffsmyff Once you're supplied by Bulb you can fill out this quick form to register for a smart meter.
  • Hi @TFrost Having a smart meter just means that we'll automatically receive the meter readings. Your tariff will not change.
  • Heya @Lily_Chan Welcome to Bulb's Community. You can pop on tour our website to get a quote. Just make sure that you don't switch the energy supply before you are responsible for the property, as @Hooloovoo said. Do bear in mind that it takes 21…
  • Hey @Jam1978es Eleanor from Bulb here. Thanks for double checking. Liam is in our User Research team at Bulb. I can confirm that he and the £50 are legitimate
  • Hi @Somerpark Sorry to hear that you've switch away. It's frustrating that the meter reading is estimated, especially if you gave your new supplier the meter reading. Unfortunately, we're not in control of whether we use an actual or estimated m…
  • Thanks @dm672 It's so lovely that you took time to share this! Sound like you have an unusual set up but good to hear that it's a simple fix. Best, Eleanor
  • Hi @Pershing1 We didn't get an email from the email address that you've used to sign up to community with. Did you send it to hello@bulb.co.uk? Is there something I can help with here? This is a public forum so please don't add any personal deta…
    in Email Comment by Eleanor at Bulb July 23
  • Sorry about that @ChrisLJ You can follow these simple instructions: * Press the ok button at the bottom of the In-home display, and then the right arrow button until you see 'Gosodiadau Wedi anfon yr' * Press ok. This takes you to settings …
  • Can we refer freinds and family in those countries or not? Ohhh. This is a great idea! We could do a get £50 give $50/ €50. Or could there be a different incentive?
  • Sorry to hear that @IBUM370, is there anything we can do to help with your account? We're committed to help people reduce their bills and lower their carbon emissions. We won't compromise on our progress We’re expanding internationally to help e…
  • Hi @Kaylie1991 Looks like your payment failed. When this happens, we'll request it again in a few days time. There are lots of reasons why a payment can fail. Sometimes it's due to insufficient funds but your bank will be able to give you more det…
  • Hi @Jonnyt1790 We'd love to have your parents with Bulb. If they move over to Bulb after that date, they will receive the Warm Home Discount from their previous supplier even though they've switched. Hope this helps.
  • @Eleanor at Bulb - thank you for the update. I think Bulb is a fantastic company and I can only guess at the levels of frustration that the smart meter rollout must be causing you all internally. The discrepancy wasn't between this forum and the …
  • Hi @johnnyb Sorry it took me so long to answer these for you! 1. How long will you be running your trial before you roll out export tariffs for all solar customers? We don’t want to put a date on things but we’re hoping to role out for all sola…
  • sorry guys didnt know that No worries @shamsuddin ! Please share your link with your family and friends though
  • We do offer an Export Tariff @phproxy You can sign up to our Export tariff on our website. And there's more information about it on our help centre. . We're currently in an alpha trial - we'd love for you to help us test it out.
  • Hi @Bruno We have a handy help centre article that tells you what your off peak hours are. Let me know if you have any other questions about your meter?
  • Hi @Marygl We've not removed the ability for our members to check their account, payment or usage details. You can view these all on your Bulb account. If you are unable to get in to your Bulb account, I can help you out with this. Could you dro…
  • @balsa7203 Could you drop us an email to hello@bulb.co.uk and we'll add that referral link to your account? Thanks
  • Hi @Hooloovoo We’re always working to improve our billing, payments, meter readings and communications. We want to make energy easy to manage so you don’t need to get in contact with us. That’s why we have over fifty engineers working in teams acr…
  • @alex and @mowcius Great question. I have to admit, I don't know the answer to this. But I do know who will. I'll get back to you on the answer as soon as I can
  • Thanks for the flag @Allanr Although we love that you want to share Bulb @shamsuddin, I've removed your referral link. We have a no referral link policy on here. Thanks for understanding.
  • Hi @jojo321 It's so great you're thinking of a future in the renewable energy sector. We'd love to hear a bit more about what you're interested in. You can reach our careers team on careers@bulb.co.uk. I'll let them know you're emailing in. Chee…
  • Hi @Trapper - that doesn't sound right to me. You will be able to switch suppliers with a SMETS2. Part of the reason we waited for the SMETS2 meters to be ready before installing smart meters in out member's homes was to make it easy to switch and…
  • Done that @norman7115 - thanks for getting back so quickly. @EmmaD - yes, please send the IHD back if you're able to. It will only work for the meters at the property as @coles has said. Hmm. Could you send us a picture of your gas meter to hell…
  • that looks a bit funky. Sorry @norman7115 I'm going to delete the duplicates, hope that's ok?
  • Thanks for the tag, @RichyB . James got in touch via email and Matty has helped him out.
  • Whoops, sorry @mowcius We've talked about our direct PPAs previously on Community: https://community.bulb.co.uk/discussion/comment/26641/#Comment_26641 In January, around 16% of our energy was through direct PPAs. That was over six months ago, so…
  • I don't really understand the charts or the £85 quoted Sorry we didn't get to you sooner on this @PaulMC12345 ! Wholesale energy prices are very seasonal. We take the weighted average cost of energy for the next 12 months when calculating our who…
  • Ok, thanks for keeping us updated. Sounds like you have a good relationship with your landlord. If you both decide to change the meters, let us know and we can organise the exchange.
  • Sorry @Allanr - the thread hadn't refreshed before I saw your post. There is an energy company called Lumo. Is this the one your were talking about @jamunmiks ? I think it's possible that Jamunkiks has used a price comparison website and acciden…
  • Hi @Aggi We're very well - although it would nice if the sunshine returned. We have a help centre article that explains what "smart prepayment meters will be switched to credit" means. You will know if it is smart because you will not have a …
  • Hi @jamunmiks We're a supplier. We are a different company to Lumo energy. Did you switch through a price comparison website and if so, which one? It would be good to understand what's going on here. If you have signed up to Bulb unintentional…
  • Hi @keejVIEG3 I've taken a look at your most recent statements. There is a slight difference in the account credit on each statement. It look like this was triggered by Matthew from our Smart team. I'm not sure of the exact reason for this but it'…
  • Oh no @doom. Sorry to hear that! @Michael_with_Solar @greenman @Janet55 @Happy123 all have solar panels. Could you suggest any good company to buy solar panels from?
  • Hi @Balamory Thanks for pointing this out. @RichyB is right that we buy certain times of day rather than individual programmes. So this would have been an 'all-day' slot which is more cost effective. We certainly don't think that bicycles are th…
  • Hi @coles We're currently only able to take members with a certain type of SMETS1 meter on to our smart tariff. We're looking to enrol our SMETS2 members on to the smart tariff later this year. We have found a fix for member who have smart meter…
  • Hi Richard, Welcome to Bulb. It’s great to have you with us. You’ve asked some great questions. It’s so good to hear that you’re thinking of investing in renewable generation. We were disappointed that the government decided to withdraw the ex…
  • Hi @Hooloovoo In answer to your first question, we don't believe we're at point 5 in the spiral. The problems we're facing with the SMETS2 installations go beyond our code. From the DCC to the manufactures, we're working collaboratively with our…
  • @dcweather here's an update as promised: Is there any dialogue with the manufacturer of the IHD meters.? Yes, we've been working with the manufacturers closely over the last few months and between us we have seen the first time install completion…
  • Welcome to Bulb @paulbeverley74! And it's so great that you've joined us on Community too. Feel free to give me a @ tag on posts to get my attention. @William at Bulb and @Pollyanna at Bulb spend some time on here too if you need a hand with your ac…
  • Eleanor, it was your smart team that asked permission for daily readings saying that it would kick start my non working IHD! Would you like to see the email??? Hi @Johno Members that give permission for us to take automatic daily readings will s…
  • Thanks @Mikey at Bulb ! @SimonS @GillHudson @sindbadpeter - I hope this has fixed things for you? And great bug hunting.
  • Thanks for letting me know @Trease. I'm glad it has been sorted now!
  • I think Shell have also bought Bulb! Shell have not bought Bulb. Thanks for the flag @Allanr
  • Hi @952452 Generally speaking, our tariff is cheaper than the "Big Six" energy companies. If we increased our tariff then we would be able to offer free new meters to our members. But we've made the decision to cap the profit for each member. We…
  • Hi @Kirstenmc87 Hope you've settled into your new home. It's very likely that your smart meter is a first generation smart meter which means when you switch to Bulb it will become dumb and you'll need to submit meter readings on your Bulb accoun…
  • Hi @ClareW Looks like Ebru at Bulb got that sorted for you and the credit is on the account. Sorry that didn't happen automatically - you shouldn't have to email in to chase us!
  • Hi @S_R If you’re a Bulb member and you’d like to exchange your prepayment meter for a credit meter, we can carry out this exchange for you. Credit meters mean that you'll switch from a pay as you go meter to paying monthly by Direct Debit. It'…
  • UPDATE Hi @Playdays Me again.... That's all sorted, you should receive a statement shortly. Let me know if you have any other questions
  • @SWhite6124 @kw1 Welcome to Bulb. It's so great to have you with us. And it's even better that you've joined us on Community! It's lovely to hear the feedback from our current Bulb members. If you have any questions about Bulb, I'd be happy answ…
  • Hi @Jacqueline_19 Here's all you need to know about the warm home discount. Let us know if you have any other questions.
  • [edited] If you want to switch supplier, you just need to start the switch and your new supplier will let us know that you're leaving us. It would be sad to see you go though. I'll take a look at your account to see what is going on... Ok, it …
  • Hey @Jaycie Here are some of the updates @Hooloovoo is talking about: July 2019 update. June 2019 update May 2019 update March 2019 update February 2019 update August 2018 update And you'll find plenty of chat on Community about our smart roll…
  • Hey @cathony39 Here's a help centre article with all the information you need about applying for the Warm Home Discount. If we've left anything out - please let us know! https://help.bulb.co.uk/hc/en-us/articles/115001245512-Can-I-get-the-Warm-H…
  • I thought i would post this as i read lots of people complaining about Bulb . I was with EDF energy for years, never understood my billing it was that hard to understand . I joined Bulb and my first two months were £49 and £42 respectively. With ED…
  • Hi @Trease We don't have a Bulb account registered with the same email address as your Community account so I can't exactly what happened in this case. I'm sorry if we did not communicate your final statement within the six week period. Ordinari…
  • @sindbadpeter We're on the case. @PJ at Bulb and the team are looking into what's happening with a handful of member's Bulb accounts. I'll keep this thread updated. Thanks for your patience whilst we get this sorted. There are a few unexpected e…
  • Good point @Allanr I've dropped @Blathers an email. If you do want to send me a private message, you can click on this button on the top right hand corner of your Community page:
  • Oh, and thanks @Phillip_PAL Let me know if you have any questions about the update.
  • My meters have been sending daily reads for a couple of weeks and that hasn’t fixed my non working IHD Hi @Johno The daily reads will not fix your IHD. It allows us to send accurate statements to our members. I can see that Alex from Bulb has …
  • My smart meter has recorded two days of £200000 usage each yes £400000 for two days!!!!! This has got to be wrong and I am livid!!!! Hi @GillHudson that certainly doesn't sound right. Let's have a look at this for you... It looks like the sam…
  • Hey @Blathers I've taken a quick peek at your account. It looks like we've only had a few gas meter readings from you. The others have been estimates. Each time you've given us a gas reading, we've found that you've used more than the industry est…
  • @Royston_Vasey_No1 I was wrong. The meter adds the standing charge into the daily costs, which are then reflected onto the IHD display. I believe this takes place at the start of each day, so the IHD "so far today" cost should always include the st…
  • @RichyB - Thank you. Friday has clearly got the better of me. @MrGuPe I will send you an email with your order number.
  • Hey @charliegadget Right now, we're not able to take SMETS2 members onto to the smart tariff. The smart tariff is currently available for CGI SMETS1 meters. All SMETS1 meters will be enrolled into DCC in 2019/20 so we should be able to move a…
  • Hi @HullChris_ The link that @Allanr has put in the post above should help understand your payments and statements. I'll explain here too, but let us know if you have any other questions. Each month, you'll pay the same amount by direct debit.…
  • Hi @MrGuPe We don't use order numbers at Bulb. We'll be able to identify your account when you give us your name and postcode.
  • Hi @Royston_Vasey_No1 The in-home-display does show the daily standing charge. It's not on the first screen but if you scroll through the display, you'll be able to see the standing charge with your current supplier. The daily usage will vary wh…
  • All our curtains are interlined. My wife made them, and bought the interlining online. Saved on materials, saved on making. Compared with non-interlined when checked with an infrared camera they worth about 2-3 degrees C difference. Have not chec…
  • Thanks for the tag @Hooloovoo @sindbadpeter Firstly, I'm very sorry for the shock with your Bulb account usage graphs. It's clearly not right and we can get it fixed for you. I'm a bit baffled at what's happened because both your meter reading…
  • Hi @Royston_Vasey_No1 The in-home-display does show the daily standing charge. It's not on the first screen but if you scroll through the display, you'll be able to see the standing charge with your current supplier. The daily usage will vary wh…
  • We’ll continue to use graphs to illustrate the wholesale costs in our energy price watch blogs but be consistent with the length of the x-axis. And where we can, explain any significant changes in our costs that will affect your monthly bills. Ca…
  • Thanks for the feedback @mowcius . The last thing we wanted to do is cause confusion. We’ll continue to use graphs to illustrate the wholesale costs in our energy price watch blogs but be consistent with the length of the x-axis. And where we can,…
  • Heya @Clairecurran69 Looks like you gave us some meter readings for the first time in a while and they were higher than expected. We suggest an increased payment to prevent debt building on your account. But you don't need to pay this all at once…
  • Hi @Mike76 . That's right, your meters should now send us readings automatically so you don't need to send us your readings. It's worth checking your statement next month to check these have updated as they should have done.
  • A tip for detecting freezer failure on holiday. A cup of water, freeze it, place a coin on top. When you come back from holiday if the coin is at the bottom then likely all food is spoiled, if coin part way down food may be ok. Ohhh! I've never th…
  • great to hear. Thanks for keeping us updated.
  • Hey @RHX65 I'm afraid you do need an email address to sign up. But, if your neighbor is happy to have you named on the account then they can use your email address. The best way to get this sorted would be to give us a ring with you both present s…
  • Heya @melmo If you've signed up through the Totum link, the £50 will be added to your account within 90 days of your switch. As you switched around 4 weeks ago, you won't have received the credit yet. I'm afraid we won't be able to add the credi…
  • Hi all Thanks for the conversation here on wholesale costs. We publish an Energy price watch on our blog around every three months so we can be transparent with our members on what’s going in the energy market, so we’re glad to see these conversati…
  • Hey @tbob Thanks for the feedback. I've passed it over to the FIT team
  • Hey @erm2rude If you use the same email address, just let us know and we'll credit the new property with £50
  • Hey @WheatyBee It's great to hear that you've been enjoying the blog. We've never been asked for this before but if it's something our members want, we can do this. I'll add it to the Open Road Map. Would anyone else find an RSS feed useful?
  • Hi @Nicolenuccia I really am very sorry that we did not handle your call with more empathy. It certainly is frustrating, especially if you've taken time off work for the fitting. I'll have a listen back to the call and see what we can do to improv…