Frustrating Dealing with Bulb Customer Service

Like a lot of companies Bulb customer help can only parrot out scripted replies despite me asking to refer the problem to a technical person. I CC’d the correspondence to Hayden Wood, at least I got a sensible message from him. Watch this space!

"Part of this fix involves taking smart meter readings from your meter once per day, as opposed to once per month which we currently do. This doesn’t require any extra effort on your end, it means that the usage you see on your account will be more precise in future, and of course should mean that these readings show up on your bill from now on."

This statement is meaningless as the meter is disconnected from the network. You need to fix the disconnection which is the root cause of the problem.

May 5, 15:59 BST

Part of this fix involves taking smart meter readings from your meter once per day, as opposed to once per month which we currently do. This doesn’t require any extra effort on your end, it means that the usage you see on your account will be more precise in future, and of course should mean that these readings show up on your bill from now on.

We don’t want to make any changes to the way that we read your meter without your permission. So please let us know if you’re happy for us to change this meter reading frequency from monthly readings to daily readings or not.
If we don’t hear from you in a week we’ll assume that you’re OK with this change.

This is not a full on fix as our smart team are currently looking into this as we speak but this is something that has amended these issues in the past for other members.

May 5, 14:43 BST

Please could you follow this link and fill in the details of the issue about the IHD?

Once you’ve sent that in we’ll try and fix your IHD overnight, so it should start working in 24 hours. If it’s still not working in 48 hours then get back in touch.

In regards to the actual meter we may have to change the preference of the reads, would you like me to update this to daily reads?

So, just to confirm is it the actual SMART Meter or is it the In home display?

If it is the in home display then you need to follow the link I attached.

If not, please let me know.

Christopher L. (Bulb Help)

May 5, 10:35 BST

Thanks for getting in touch, and I’m really sorry to hear you’re still having issues with your in-home display. Please could you follow this link and fill in the details of the issue?

Once you’ve sent that in we’ll try and fix your IHD overnight, so it should start working in 24 hours. If it’s still not working in 48 hours then get back in touch.

Please let me know if you have any questions.

My smart meter keeps disconnecting from the network. Gas may be connected but electricity isn’t.

1 Like

I’m the other way round !! Electric smart meter fine but gas smart meter not talking to bulb and stuck on 18 units at their end although I can read it at 330 units.
Can’t get it resolved by them even though tried every month since June 2019.

Hi @IBUM370 and @linda1206,

I’m really sorry for the frustrating experience you’ve had with our customer service team. We do appreciate the feedback as we always want to look to where we can improve our service.

@IBUM370, I will now message the energy specialist who has been dealing with your case to ensure that we get this prioritised and resolved.

@linda1206, I will you email you now so that we can escalate your case and get this gas meter working as it should.

You just couldn’t make it up!
No the electricity meter is not connected to the network. I had an estimated Electricity bill for April.
0/10 see me after class.