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 3 minutes.

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

Coronavirus advice for members with top-up (prepay) meters

Last updated: 5pm, 31 March 2020.

We’re paying close attention to the government's latest advice on coronavirus (COVID-19), and we'll update this page as the situation changes.

If you have a top-up (prepay) meter, there are some steps you can take in case you feel unwell or need to self-isolate. 

To make sure your energy supply isn't affected:

  • consider topping up your energy meter more than you usually would, each time you top up
  • make a list of friends and family who live nearby and might be able to top up your key or card for you
  • if your meter is outside, leave your meter box unlocked if it's safe to do so, so someone else can top it up for you

Make sure you keep a torch handy in case you lose supply at night. And if you do lose supply, try to avoid opening the fridge or freezer, so your food stays cold if the power's off for a while.

Keeping your energy on while self-isolating

If you’re not able to top up during a period of self-isolation, we’ll work to keep your energy on.

If you can get someone to top up your meter for you, ask them to read our guide on topping up a meter for someone else.

In some cases, we’ll be able to arrange for you to top-up remotely and post a preloaded card or key.

Get in touch with us to discuss how we can support you by emailing ​emergency@bulb.co.uk​ or calling us on 0300 30 30 635 (Monday to Friday, 9am to 6pm).

Was this article helpful?