BULB pre pay meter switch

KGbomo

We moved into our new flat in July 2020 which had previously installed pre pay (top up) meters. We asked the existing supplier (British Gas) to switch these to pay monthly (direct debit) meters as these are our preference for many reasons. They said we would have to be with them for several months to build up a credit history before they would consider replacing the meters, in the meanwhile we were on a high rate with them, so we switched to Bulb, the cheapest pre pay rate at the time (however, still much higher than a direct debit meter would be). Bulb also said we needed to be with them for 3 months before they could run the necessary credit checks to switch our meters to pay monthly meters. We did this and passed the credit checks a few months later. Then we requested again, please could we have our meters switched to pay monthly meters? This time Bulb said it wasn't possible because the tools needed to replace our type of gas meter weren't currently available in our area. We were asked to check back in 6 months or so to see if the engineers they contracted had the tools at that point. We did this. nope, still no tools. Meanwhile, we have been living with the higher tariff top up meters at huge inconvenience (having to go to the shop to top up with a new born baby during a pandemic when gas/electric cut out at all hours of the day is not ideal). Finally, this month Bulb came to install the electric (smart) direct debit meter. Great, finally! One down (a year later), one to go. But they are still saying they have no idea when this tool will become available to switch our gas meter. I have been so disappointed with the customer service, at every point they have been less than helpful to try and resolve our issue, or even keep in touch with us. That aside, I'd like to switch supplier to a good direct debit supplier, but would need to speak to them first to see if they will be willing and able to change our gas meter for us. Has anyone got experience of having a supplier switch specifically an underground (box on the ground) pre pay gas meter to a smart direct debit meter in the Bournemouth area?  I also don't know if I have a case with Bulb to pursue a complaint. Any advise really welcome and thanks for reading this far! :-)

t0rt0ise

I don't know what the box on the ground really means but Eon changed my meters when I moved here a few years ago. They did it straight away.

Energyinsider

The box in the ground means you have a semi-concealed gas meter.

Think these have to have special meters/ parts to make the new smart meters fit as they’re a bit bigger.

I would definitely raise a complaint, you’ve been more than patient, email Complaints@bulb.co.uk 

Bulb work with several installers one of which can do the semi-concealed jobs. If you complain loud enough you might be able to get them to do it for you, or if they won’t, after 8 weeks you can go to the ombudsman who will likely side with you.