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’.