Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 2 minutes.

Read our advice to members or find out what to do in an emergency.

Emergencies and supply outages

Find out what to do if:


If you can smell gas or think there's a gas leak

Stay safe by following this advice:

  • open your doors and windows so the gas can escape
  • don't smoke or use matches or cigarette lighters
  • don't turn light switches or anything electrical on or off, including mobile phones
  • if you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again

Then you should go outside and call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak. They'll advise you from there.

Don't go back inside until they've given you the all clear.

If you've lost electricity or gas supply

There are some things you should check first if you've:

If neither of these apply, here's what to do if you have an electricity or gas outage.

Electricity outage

Contact your local network operator by calling 105.

You can also visit www.powercut105.com for more information and to find out who your local network operator is.

You can also find out what to do if your electricity goes off but you're not sure if there's a power cut in your area.
 

Gas outage

Call Bulb on 0300 303 0635 if you don't seem to have gas coming to your property, but you don't smell a gas leak.

If you've lost supply while switching to Bulb with smart top-up (prepay) meters

If you've lost gas supply on or soon after your switch date, check your meter to see if it says 'OFF'. If it does, you can try to turn on the supply by pressing the A button, then the B button, then the A button again.

If this doesn't work, or if your electricity supply is off, let us know so we can make sure your meters are set up correctly.

You can try to restore supply by activating emergency credit if either:

  • your meter shows 'PAYG' if you press the B button (you might need to hold it down for a second)
  • the credit on your meter is £0.00

You might also be able to top up the meter using the account you had with your old supplier.

If you have a top-up (prepay) meter

If your electricity or gas supply goes out and you have a top-up meter, find out:

how to activate your emergency credit
how to fix your prepay gas meter when the screen says ‘Off’
what to do if your top-up key or card isn’t working or if your meter has an error code

If you’re having difficulty keeping up with your payments and keeping the meter topped up, please get in touch. We can discuss how we can help and refer you to other organisations if you’d like some impartial advice.

Get in touch if you have any other kind of emergency

You can:

Getting in touch outside of working hours

If you email us:

  • during the week after 6pm, we'll reply by 10am the next working day
  • on weekends or bank holidays, we'll reply to your message within 4 hours if it’s sent between 9am and 6pm, otherwise we’ll reply the following day

If you call us outside of working hours, including weekends and bank holidays, our phone lines will go through to our metering partners, who can help you in case of emergency.

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