No gas card

I just started with bulb a few weeks ago. When my gas card arrived it didn’t work. I was told I would receive another one. 2 weeks later I’m still waiting. Is there no way of contacting Bulb at weekends?

Bulb should have a contact center for Prepayment Customers, but clearly don’t. No one hear can provide any solution due to the nature.

out of interest if the bulb card didn’t work, does your previous supplier card work? You have not had a card for over 2 weeks how have you been using your gas, for such a long period, i have to top up every 2 weeks, this time of year.

I would suggest see if the old supplier card works, and if it does keep using it until you get a bulb replacement card.

A side note, do not let 2 weeks pass, chase Bulb every 3 days, until it arrives. And put in a formal complaint about the issue.

Maybe @“Eleanor at Bulb” or any other bulb employee could provide an explanation to why there is no contact info for prepayment customers, when they get backs to work on Monday.

“As with everything we deploy at Bulb, we want to test things first. It’s super important that we’ve made sure things are working smoothly and that we get feedback from our members before releasing it.” A quote from @“Eleanor at Bulb” in another post.

Every weekend there are messages on here from people who either haven’t received their gas cards or they don’t work - which is very worrying for the consumer as we head into winter. It would seem that not only was the PPM scheme not working properly when it was introduced, the identified problems don’t seem to be getting resolved either.

I’m interested to hear Bulb’s take on this.

Hey Guys,

Thanks for your feedback.

I just started with bulb a few weeks ago. When my gas card arrived it didn’t work. I was told I would receive another one. 2 weeks later I’m still waiting. Is there no way of contacting Bulb at weekends?

@KerryBell_19714 I can see that only one, faulty, card has been sent out to you so far. This seems to be user error on our side rather than keys not being arriving. I’m sorry this happened, I will address this training gap with the specialist you dealt with. I’ve requested that a new key gets sent out by courier, urgently. Please let me know if this does not show up in the next two days.

Bulb should have a contact center for Prepayment Customers, but clearly don't. No one hear can provide any solution due to the nature.

out of interest if the bulb card didn’t work, does your previous supplier card work? You have not had a card for over 2 weeks how have you been using your gas, for such a long period, i have to top up every 2 weeks, this time of year.

I would suggest see if the old supplier card works, and if it does keep using it until you get a bulb replacement card.

A side note, do not let 2 weeks pass, chase Bulb every 3 days, until it arrives. And put in a formal complaint about the issue.

.

We do have an internal prepayment team at Bulb however from feedback from our prepayment members that they would prefer to use the general number rather than have a specific team. Whilst at Bulb, all of our energy specialists are trained to deal with most of our member’s queries so we figured this would not be an issue.

However, we quickly identified that we would need specialist advisors on this due to the multitude of unique issues these members can face.

We are currently working on smart call routing systems to intelligently identify when a prepay member calls in and route them to one of the prepay team whilst still using the same telephone number. This should be deployed soon.

In the meantime, If a member has a more specific query, generally the energy specialist will come and ask the prepayment team for advice or ask them to call the member back.

On your query about old cards not working, yes prepay gas meters can be used with either of the two last cards inserted to the meter. Prepay Electricity meters only accept the latest key.

Totally on board with letting us know when a card has not arrived. We send emails to check whether our members have received their key before their supply starts with Bulb. Hopefully, the changes mentioned above address any errors in the resending of keys.

Every weekend there are messages on here from people who either haven't received their gas cards or they don't work - which is very worrying for the consumer as we head into winter. It would seem that not only was the PPM scheme not working properly when it was introduced, the identified problems don't seem to be getting resolved either.

@yyt I understand your concern. However, we have data to suggest that the percentage of missing cards or keys is reducing as we improve our operational process. We went through a large period of growth in prepay members meaning the number was unfortunately bound to increase.

I agree though, we should not be striving for less we should be striving for none.

To achieve this we have developed a robust winter plan for looking after our prepay members over the coldest part of the year and are constant communication with the parties responsible for sending them. A focus of this is this exact issue.

Please rest assured that this is a priority for us.

Please let me know of any more questions