Prepayment Meter (PPM): Why is there no Bulb Contact details over the weekend for emergencies.

I have seen this come up twice in the last few weeks, PPM customers lost at the weekend over an emergency and Bulb has no contacts to discuss and get help with the emergency.

It would appear PPM customers are not allowed to have emergencies over lost gas cards/ Electric key or failed payments on card/keys.

I know PPM is in beta, but this should have been obvious from the start of the program.

While I have tag @“Eleanor at Bulb” in a previous thread, but I do hope this gets picked up on Monday 19th November 2018.

I think it depends on what is classed as an emergency.
https://help.bulb.co.uk/hc/en-us

I think it depends on what is classed as an emergency. https://help.bulb.co.uk/hc/en-us

My point is there is no contact for emergencies, in particular prepayment customers, who may not have heating over the weekend because of the cock-up by bulb. If a energy card/key is not accepting payments at the pay-point, or it stops working that a customer cannot top-up or activate emergency credit, they are left without gas and/or electric until Monday morning when Bulb opens, and then another day or so to get a replacement card/key or have an engineer sent out.

All the help articles are about gas leaks or a power cut and who to contact which is not bulb.

@“Eleanor at Bulb” any chance of a response to this question?

I have the same problem. Meter failed when I topped up. Meter states ‘battery’. No way to contact bulb until Monday when Il at work. So no heating or hot water all weekend.
Been really happy with bulb until now. This really is poor. Doubt I’ll recommend bulb in case this happened to someone elderly or vulnerable.

And of course, we can’t cook either

@"Eleanor at Bulb" any chance of a response to this question?

If anyone has the same issue, I called national grid and they are sending out an engineer within next 4 hours.

I have the same problem. Meter failed when I topped up. Meter states 'battery'. No way to contact bulb until Monday when Il at work. So no heating or hot water all weekend. Been really happy with bulb until now. This really is poor. Doubt I'll recommend bulb in case this happened to someone elderly or vulnerable.

That is a sorry state of affairs.

I strongly recommend putting a complaint in, and make sure you record any extra spending you have done to mitigate the loos of supply of gas, and submit you want compensation for the difference. i.e. using electric to heat the home, as electric is more expensive. It is completely unacceptable that this is even happening and it continues to be ignored.

Hey @jacqeline and @JustSsavvy.

You’re right, this should not be happening.

When we are notified of something like this situation happening during working hours, our energy specialists or prepay specialists can deal with this swiftly and within 3 hours.

The issues come when we are not in the office, our ES’s current working hours are 9 am to 6 pm and we need to be able to help you out with these issues outside these times.

To give you an update on what we are doing about this.

  1. We will soon be extending our customer service hours to cover evenings and weekends. I’ll catch up with our head of service about a timeline on this shortly.

  2. Out of hours, we do have a contract with a national grid to change gas meters. Their number is available at this help article

3)For electricity emergencies, we will shortly have an out of hours contract with our electrical engineers.

  1. The root of these issues needs to be sorted. I think it may be worth putting together a whole new thread on the causes for off supplies with prepay meters. I’ll write this today and let you know what we are doing with each issue. I promise you that this is not something we are ignoring.

I’ll email you directly Jacqueline, I’ll be available by email out of hours to discuss whats happened over the weekend.

Best,

Rory

@“Rory at Bulb” thank you for the update.