Everyone used to be so happy

Surely the staff at Bulb, mainly the owners need to have a look at what is going on…

A year ago when I signed up this community was full of positive posts, however now it is just everyone upset how we feel like we have been hooked in by low prices only for prices to have gone up massively. Yes we know wholesale prices have gone up but not as much as you are trying to increase people’s DD’d by. For me, this shows that in their early years of business they were running as a loss leader and now they are having to recoup those losses but build in the price increase also.

One of the people I referred last year has told me he is in the process of leaving and going elsewhere, and I don’t think it will be long until i do too.

@darryl5653, you’re lucky! When I signed up, this “community” pretty much had cobwebs as it was used so little!

Sadly the fact that the forum is primarily being used for simple support queries, and that duplicate threads are not being combined (as I’m pretty sure the Vanilla software doesn’t support it), the forum does have the appearance of being very negative.

Discussions on the price increases are a dime a dozen so I’m not going to make any comments on that, but I suspect that the number of members with Bulb who are happy will still be vastly above figures from other energy companies. As a supplier with this many members, it really is a tiny percentage who are making negative comments on here.

I suspect that many who leave Bulb will be looking for another switch when they realise just about every energy company has or will need to increase prices.

@darryl5653

Just carried a price comparison on two different sites and Bulb are still showing in the top six cheapest suppliers. Obviously it depends on your personal estimated energy usage.

I think the problem isn’t due to the unit price increase it is possibly more about the way Bulb calculates their DD.

If you have read the posting by Eleanor at Bulb on this forum on how DD payments are calculated you can see in one part it mentions you can keep your DD at the same amount rather increase by the amount suggested by Bulb. Obviously this depends that your DD is sufficient to pay for one months advance energy use.

yes your right it seems that there is a big issue with experience and customer satisfaction while interacting with Bulb.

There has been much about credit meter customers complaining about payment increases and trying to figure out why there is such a big increase. There is sometime bad customer service, based on which person that responds to you, advice or explanations that are inconsistent etc. The formula used to recommend payment increase has been discussed at length by some members and has had much negative criticism on the formula and what its aim is to achieve.

There doesn’t seem much discussion about positive experiences or the future development of bulb and what it can offer to customers.

I suppose those discussion really can’t occur until Bulb sorts out some of the community issues that have been raised, in particular the payment increases. It is difficult to discuss future developments when current issues are still outstanding.

@darryl5653

I do hope that you’ll stay with Bulb.

As you say, like the rest of the energy industry, we’ve been affected by wholesale prices.

But our profit margins and pricing principles have stayed the same. The increase in our unit rate is a reflection of wholesale energy prices. You can read our explanation of the price increase in more detail. When the cost of energy decreases by £20 per household, we’ll pass the savings on to you.

Our payment review process has not changed either. I’ve written about our calculations in a bit more detail here. We’d expect a much higher inflow of questions about billing and pricing as our tariff increased this November. We also have significantly more members than we did last year.

The Community is a great place for members to ask for advice from other Community users about pricing and their Bulb account. @mowcius is right that the Community is a lot more active than it used to be. Which is a good thing.

But, we don’t want all the good things that are happening at Bulb to get lost amongst the help and support questions.

Currently, surfacing discussions made by team Bulb is not as good as it could be. @“Caroline W at Bulb” is looking into how we can make the Community a place where members can get help but also get stuck into interesting discussions about Bulb, the energy industry or anything else.

We’d love to hear your feedback on what we can do to make your experience on Community more positive.

@JustSsavvy We have a large team of friendly Energy Specialists that are on hand to help our members. We pride ourselves on great customer service. So, if ever you think we’ve not hit the mark, please do let us know.

Our wait times on the phones have been a little longer than usual in the past couple of weeks. We’re not happy keeping you waiting. This is why we’re hiring more Energy Specialists to make sure we’re picking up the phones before you can say ‘electricity’.

@darryl5653

@JustSsavvy We have a large team of friendly Energy Specialists that are on hand to help our members. We pride ourselves on great customer service. So, if ever you think we’ve not hit the mark, please do let us know.

Our wait times on the phones have been a little longer than usual in the past couple of weeks. We’re not happy keeping you waiting. This is why we’re hiring more Energy Specialists to make sure we’re picking up the phones before you can say ‘electricity’.

While waiting times are low during the weekday they very high over the weekend for ppm customers with emergencies that directly effect their supply of energy is about 3780 minutes waiting time (total length of time from Friday 1800 to Monday 0900).

Your friendly staff have at times have failed to answer questions directly or fail to effectively due to tunnel vision investigation or fail to read the whole thread and take the context of the thread into consideration when replying, and those things have happened to me in the last 3 weeks, on the community forum and the complaints procedure.

A complaint Taking over 4 weeks to get answer to a very simple enquiry about price variations between the welcome pack and the online account with various poor responses and a constant having to point out the tunnel vision errors, 9 emails later nearly getting a response that deals with the simple issue raised. Friendly staff is not good quality if they can’t seem to investigate and respond in an adequate quality expected from your customers. just one example, and I joined about 4 weeks ago, not a good start to our relationship.

As i have said before the issue with billing is becoming a very depressing issue, and Bulb has failed to communicate effectually about recommended DD increases and the factors that contribute to such an increase prior to signing up. Every day there is a comment about DD increases and that was before the [price increase on 11 Nov for Credit Customers. You have not even been merging these types of questions within the forum to tidy this up[ and to help get customers the right answer. Merging threads has been a standard practice in forums for sometime now, its about time bulb moved with the times. There is no quality test before posting a new thread which is allowing to many duplicate questions.

You have not even been merging these types of questions within the forum to tidy this up[ and to help get customers the right answer. Merging threads has been a standard practice in forums for sometime now, its about time bulb moved with the times.
I don't believe that's possible with this forum. When/if they move to something better (*cough* discourse *cough*) that will hopefully start happening (and non-Bulb employee mods could do merge work out of hours).
You have not even been merging these types of questions within the forum to tidy this up[ and to help get customers the right answer. Merging threads has been a standard practice in forums for sometime now, its about time bulb moved with the times.
I don't believe that's possible with this forum. When/if they move to something better (*cough* discourse *cough*) that will hopefully start happening (and non-Bulb employee mods could do merge work out of hours).

IMO does it matter with the how it may be achieved or that it may not be possible? The comment still provides feedback of the weaknesses of the current forum set up or its practice, obviously depending on the current technology being used to provide the forum.

@JustSsavvy, I don’t know. In your opinion does it matter?

To be clear, I was not questioning your response, merely providing additional infomation (for anyone who might want it) as to a possible reason why thread merging is not being done at the moment.