Daughter recently took on her stepsisters flat when she passed away recently (39) and in the process of cost-cutting, went from British Gas to Bulb as her electricity supplier.
She was sent a new 'key' and yesterday put £20 on it but when she put it in the meter, got an error message:
'Your new key isn't talking to the meter correctly' ;-(
Support isn't open until Monday and she only has £1.60 credit (as of last night) and so is a bit worried about the fridge freezer (she left it that late because it warns when you put in the new key in it will wipe any remaining credit. A lesson learned though might have been to do it during office hours).
So, she's switched off all but the essentials (mainly just the fridge/freezer) and will ring them on Monday and hopefully get it sorted (do some '8 digit TAG code to re-program her key' thing?) but I have no experience of such so wondered if anyone could answer any questions please?
Like, if she got credit put on the key, would the shop get any acknowledgement that it had worked correctly (eg, could they have seen it f-up but taken her 20 quid anyway (she has the receipt))?
If she took it to another place, could they tell her if it has any credit on it or not (proving the key 'works' and there is credit on it)?
How do Bulb get their money? Does the key determine that via the payment terminal?
I don't know that she followed (or saw) their online guide re using a new key (in case it matters):
"How do I start using my Bulb prepayment key or card? How to use your electricity prepayment key Use up all the credit on your meter before you plug in your new key. This is important, otherwise your new key will wipe your existing credit. Plug your Bulb key into the meter and wait for 60 seconds This will register your key. Once thats done, well be your official supplier of green electricity. Top up at your nearest Paypoint, Payzone or Post Office"
So, are they saying there you *have* to 'register the key' (with the meter presumably) *before* you add credit and try to use it, or is the last sentence just a general guide to the fact you can top these keys up at many places? Should that last line be in the 'how to use your key' guide?
Obviously Bulb c/s should be able to answer some of these questions on Monday but I'd like to find out more in the meantime.
Additionally, is it possible to have more than one key ... so that maybe we could get / have one and help her out now and again?
Cheers, T i m