Gas card not working

I’ve put on £25 and card still not working! We’re all freezing!

It’s disgusting how bulb isn’t open on weekends, I’ve been calling non stop but get cut off! I have my young grand child here this weekend & it’s so cold & no one can help till Monday!

I’m very sorry to hear this. There have been a few threads on this same topic recently.

I’m afraid there is no advice to give other than wait until Monday morning.

It doesn’t help you now, but given the lack of weekend opening hours, it would be best to top up on Thursday at the latest and ensure you always have enough credit to last over the whole weekend.

Hi @Micki,

Your meter might support ‘emergency credit’ which will give you £10 of gas credit ( https://help.bulb.co.uk/hc/en-us/articles/360006207791-How-do-I-activate-my-emergency-credit- ) - also, gas meters remember the last two key/cards used (see https://help.bulb.co.uk/hc/en-us/articles/360006060252-What-should-I-do-If-I-ve-lost-my-electricity-key-or-gas-card- ), so in the interim time, you could top up your previous suppliers card/key and use that.

It’s disgusting how bulb isn’t open on weekends

Bulb’s opening hours (as detailed on the bottom of https://help.bulb.co.uk/hc/en-us and https://help.bulb.co.uk/hc/en-us/articles/115001240291-How-can-I-get-in-touch-with-Bulb- ) do state 9am-6pm Monday to Friday and at no point do they say they are officialy open weekends (I’m guessing the number of calls/emails they receive outside their opening times is too low to have to pay someone to sit in the office just waiting for the calls).

I'm very sorry to hear this. There have been a few threads on this same topic recently.

I’m afraid there is no advice to give other than wait until Monday morning.

It doesn’t help you now, but given the lack of weekend opening hours, it would be best to top up on Thursday at the latest and ensure you always have enough credit to last over the whole weekend.

I believe the issue reported by @Micki is that the card ISN’T working even though it has been topped up by £25.

I believe the issue reported by @Micki is that the card ISN'T working even though it has been topped up by £25.

Yes, I know.

Best find this out on Thursday ready to phone on Friday, no? That’s the point I was making.

Hi @Micki,

Your meter might support ‘emergency credit’ which will give you £10 of gas credit ( https://help.bulb.co.uk/hc/en-us/articles/360006207791-How-do-I-activate-my-emergency-credit- ) - also, gas meters remember the last two key/cards used (see https://help.bulb.co.uk/hc/en-us/articles/360006060252-What-should-I-do-If-I-ve-lost-my-electricity-key-or-gas-card- ), so in the interim time, you could top up your previous suppliers card/key and use that.

It’s disgusting how bulb isn’t open on weekends

Bulb’s opening hours (as detailed on the bottom of https://help.bulb.co.uk/hc/en-us and https://help.bulb.co.uk/hc/en-us/articles/115001240291-How-can-I-get-in-touch-with-Bulb- ) do state 9am-6pm Monday to Friday and at no point do they say they are officialy open weekends (I’m guessing the number of calls/emails they receive outside their opening times is too low to have to pay someone to sit in the office just waiting for the calls).

I don’t think the comment was about that Bulb says that its available and then in practice it is not. The point interpret is that Bulb has not got a point of contact over the week for emergencies for its prepayment customers.

With regard to emergency credit, the card has to be working for the emergency credit to be able activated, as you have to insert a working card for the meter to register and activate the emergency credit, to an obvious conclusion if the the card is not working then the meter will not register the card and active the emergency credit… Furthermore, if a customer is already in emergency credit that will not help.

I'm very sorry to hear this. There have been a few threads on this same topic recently.

I’m afraid there is no advice to give other than wait until Monday morning.

It doesn’t help you now, but given the lack of weekend opening hours, it would be best to top up on Thursday at the latest and ensure you always have enough credit to last over the whole weekend.

Yes its a very annoying change of habit to take into account, but unfortunately that might not be possible if a customer has limited disposal income and is paid on Friday, finishes work, goes to top up, and then find out there is an issue, by that time Bulb is closed.

I know Bulb is in beta with prepayment, but there is very common issues that occur with prepayment, and they could have gotten advice from third sector charities on common issues with prepayment customer to help them shape their current practices with prepayment system.