Bulb customer information page – updated regularly
Bulb Energy has found a new home with Octopus Energy. We’re taking responsibility for Bulb’s customers, providing good value for taxpayers and ending an uncertain time for Bulb’s members and team.
If you're a Bulb customer, here's what you need to know
You don't need to do anything right now, and there’ll be no change to your service. The price you pay won't change as a result of this announcement. You can get help from Bulb and manage your account the same way you always have, and you'll be looked after by the same dedicated team.
Importantly, please don’t contact Octopus Energy about your Bulb account – the Octopus team don’t have any more information to share about your move to Octopus.
We’ll contact you over the next few weeks and months with information about when your individual account will switch to our systems. We’ll work quickly and carefully to transition you over to Octopus, and share regular updates on this blog.
THURSDAY 2nd FEBRUARY
We are ramping up migration numbers and have now migrated 20,000 accounts across to Octopus Energy systems. There's nothing for you to do in the meantime. Once your account is migrated you will receive an email from firstname.lastname@example.org which will allow you to set a new password, access your online account and download the app.
THURSDAY 12th JANUARY
We have started migrating Bulb accounts across to our Octopus databases. Once your account is migrated you will receive an email from email@example.com which will allow you to set a new password, access your online account and download the app.
Your balance will be migrated across and you won't need to set up a new direct debit. Until you have been migrated we ask that you continue to contact Bulb customer services with any queries as our Octopus staff won't have access to your account information.
FRIDAY 23rd DECEMBER
Yesterday, we successfully moved the first Bulb customer over to Octopus systems – a staff member – the first of a few careful tests we'll run as we prepare to bring all customers over.
Migrating 1.5 million customer accounts will be a massive, complex job, so it could be a few months before you’re moved. But we’ll keep you updated – we expect to contact customers within the next few weeks – and we'll work as quickly as possible to get the job done.
WEDNESDAY 21st DECEMBER
Today, we are contacting all Bulb customers with this email:
"Last night – at 11:58pm – Octopus purchased Bulb's energy supply business. I dearly hope this brings an end to over a year of uncertainty, and provides a good solution to UK taxpayers, the Bulb team, and, of course, to you.
I'm serious about that. For years, Bulb has stood for good value green energy with outstanding customer service. These are precisely the values Octopus was founded on, and you have my personal commitment we will deliver on them.
In terms of what happens next: we'll work hard to make this as straightforward and simple for you as possible. You'll still be supported by the same dedicated Bulb team and if you need anything simply contact Bulb, just as you usually would.
Over the next few months, we'll transfer you to our award-winning energy platform: you don't need to do anything.
There's no change to your supply, and your balance will automatically transfer to Octopus.
If you pay for your energy by top-up, your top-ups are working as normal. If you pay by Direct Debit, we'll automatically transfer that over to Octopus at the appropriate time, so you won't need to lift a finger.
We'll let you know when your account is moving across to Octopus systems, and we'll share your new account details and help you get set up. Until then, you'll still be able to use your Bulb account and app, just as you have up to now.
If you want to keep up with how the process is going, we'll be refreshing https://octopus.energy/bulb/.
Frequently asked questions
I’m a Bulb customer, what should I do?
Sit tight. You'll receive an email from Bulb soon with everything you need to know. There’ll be no change to your service yet – you’ll be looked after by the same dedicated Bulb teams, and pay and manage your account the same way you always have.
We’ll contact you over the next few months with information about when your individual account will switch to our systems. We’ll work quickly and carefully to transition you over to Octopus, and share regular updates on this blog.
- Your energy supply won’t be interrupted or affected in any way. You will not be cut off.
- Any money Bulb owes you is safe and will be moved to your new Octopus account as soon as possible.
- If you pay by Direct Debit, there’s no need to cancel it. This will continue as usual.
- Government support schemes such as the Warm Home Discount and Energy Bills Support Scheme will continue as normal (for more info on the schemes head here).
Please don’t contact Octopus Energy about your Bulb account just yet: the Bulb team will still look after your account and the Octopus team don’t have any more information to share about Bulb’s move to Octopus.
You'll be in safe hands throughout the transition: we're one of the UK's most experienced suppliers for major customer migrations like this. People who joined us from failed supplier Avro Energy got the best customer experience of any transfer in the market this year.
Tariffs and payments
Should I cancel my Direct Debit with Bulb?
Please don’t cancel your Direct Debit, you should keep paying exactly as normal. When the time comes for your account to be moved to Octopus systems, your Direct Debit will be automatically transferred to us too, so you don’t need to lift a finger.
What if I have already cancelled my Direct Debit with Bulb?
If you already have, just set one up again as normal with Bulb so you can keep paying for your energy as normal during the transition. When the time comes for your account to be moved to Octopus systems, your Direct Debit will be automatically transferred to us too, so you don’t need to lift a finger.
Will my Direct Debit stay the same?
We’ll move your Direct Debit over to us as the same amount you were paying with Bulb, and it will be paid on the same day of the month.
Once you are on supply with us, our system will check periodically to make sure your payment is enough to cover your energy costs over the year without you falling behind. If it needs to change (up or down), we will be in touch to let you know with plenty of notice.
If you think your account is falling behind or getting too far ahead, you will also be able to adjust your monthly payments up or down online in your Octopus Energy once your account is fully set up with us. We will let you know shortly once this has been done.
What happens to my credit balance?
Your Bulb account balance is unaffected by the move to Octopus, so you won’t lose your credit. Of course, you’ll keep being charged for the energy you use throughout the transition so your balance will change to reflect different incoming and outgoing payments as normal.
Will my tariff prices change?
Your prices won’t change as a result of this announcement. Bulb customers are on a variable tariff which always means your rates can change, but your tariff still has the same protections as before (including Ofgem’s energy price cap and the government’s Energy Price Guarantee). We’d always give you plenty of notice about any future changes to your prices.
Switching, account help and more
Will I be cut off?
No. Your energy supply will not be affected by this process at any time.
How do I get help with my account now?
You can still get help from Bulb as you always have, through the same contact methods, and you’ll be looked after by the same dedicated Bulb team.
I have questions about Octopus billing
Octopus and Bulb have a few difference to the way we send out bills. Here's some common questions we get asked.
I have an ongoing complaint with Bulb – will it get sorted?
The same dedicated Bulb team is still here, working hard to look after customers throughout the transition, so they’re here to work through any issues you’re having.
Can I switch to Octopus now?
Bulb’s customers should sit tight to help make sure the migration is as swift and straightforward as possible for your account. You don’t need to do anything. Now that Bulb’s future has been decided and all customers will soon be migrated to Octopus systems, Bulb customers won’t be able to switch to Octopus via a referral either.
More about the Bulb deal
What happened to Bulb?
In 2021, rising global gas prices sent the UK wholesale price of energy to record highs. The cost made it unsustainable for Bulb to continue operating. Read more about how the energy crisis impacted suppliers.
How does Octopus taking on Bulb help?
All the time Bulb’s been under special administration, the government has had to buy gas and electricity for Bulb’s 1.5 million customers, without hedging, in an energy crisis.
Octopus is paying the government to take on Bulb’s customer base – believed to be more per customer than any supplier paid in taking on the 29 failed suppliers since September 2021.
In addition, taxpayers will benefit from a profit-share agreement for a period of up to 4 years, reducing the overall cost to UK taxpayers.
What are the terms of the deal?
Octopus is paying the government a nine digit sum and in addition will be paying a high proportion of any profits made through Bulb. The total amount Octopus is paying will be in the hundreds of millions of pounds.
For more information about the deal, head to the government website here.
I’m an Octopus customer, what does this mean for me?
We’re really excited to welcome Bulb members to our family, and don’t expect this to have any negative impact on Octopus customers. We’re also taking on board Bulb’s team and for now, Octopus staff will continue to look after Octopus customers and the Bulb team will look after Bulb customers.
We're one of the UK's most experienced suppliers for major customer migrations like this. People who joined us from failed supplier Avro Energy got the best customer experience of any transfer in the market this year.
And throughout the time we were bringing Avro customers over to us, we kept being there for all our customers as usual: we stayed one of the very top energy companies on Trustpilot based on over 100,000 customer reviews, and were named a Which? Recommended Provider for the fifth year in a row.
Find out more about Octopus Energy
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