Getting extra help and support
From where you can get extra support from Boost, to other organisations that can also offer support.
- 41 Topics
- 909 Replies
Updated on 09/12/21 by Tim_Boost: There’s a great Boost Answers guide on what to do when you’ve moving out of/into a house supplied by Boost. Check it out here What about our FAQ for landlords, here: That said there’s always going to be exceptions or questions that need answering. Share them below and one of our users should be able to help.
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. There are lots of things to think about with the Warm Home Discount - it can be a bit of a head spin. I’ve posted this topic as a great place to collect your queries.Hopefully we can work them out together!
Last night (Sunday) I was on -£6.30 in emergency credit. I topped up £11 to make the balance £4.70.10am this morning the electricity goes off and my balance is -£4. How is this possible after only 12 hours? I would have contacted through live chat but didn’t fancy being 263rd in the queue. #TimeToSwitch?
Ofgem price cap changes We understand that lots of our customers are feeling worried about changes to the energy price cap. That’s why we’ve pulled together some information here to help you understand what’s happening – and find out how we can help. If you’re an SSE customer, see this page. OVO Energy member, then see this page. What the price cap is and why it’s rising The energy price cap is set by the regulator Ofgem, and it puts a limit on the prices that energy companies can charge for variable tariffs. These tariffs are priced in line with the cost of wholesale energy (the price we pay to buy energy from the companies that generate it). Wholesale prices have risen significantly – high above the price cap. Which means suppliers have had to buy energy for a much higher price than they’re able to sell it for. On 1 April 2022 Ofgem is raising the price cap to reflect the rises in wholesale prices. Financial support: we’re here to help If you’re struggling to pay for your energy, pl
Your guide to Boost final statement Have you recently switched away to a new supplier? Or moved out of a property? Then the next step will be to receive your final statement. This is because your account will go through the ‘validation process’. The validation process is when your new supplier receives your opening meter reading you provided to them (or that was taken from your smart meter or estimated) on/or around your supply start date. Your new supplier will then send these off to be validated by the central database that all suppliers use. What does a final statement look like?Here’s an example of a final statement When will I receive my refund?You will receive your final bill within 6 weeks of leaving us, you will then receive your refund within 10 working days from this date, via cheque. What happens if my final balance is under £1?Under £1 final balances will be donated to the OVO Foundation. If you wish to receive this amount, then get in touch via Facebook or call the Care
Warm Home Discount FAQF.A.Q.
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. What is the Warm Home Discount?The Warm Home Discount (WHD), is a government scheme that gives customers extra help to those who struggle with the cost of their energy. It’s a regulated process by Ofgem and if you’re eligible you’ll receive a one-off payment of £140.Am I eligible?There are two groups the WHD scheme is divided into, the Core group and Broader group.Core Group - The Core Group is for customers who are in receipt of the Guarantee Credit element of Pension Credit. You’ll automatically receive this payment, and have a confirmation letter from the DWP (Department of Working Pensions) to let you know you don’t need to apply for this.If you’re on supply with Boost on the on a certain d
Hi there, I’ve been away for a few days & when I’ve arrived home at 10pm tonight, my electricity has disconnected in the day due to no funds (emergency used up).The BIG issue here being the payment processing on the app is down for maintenance meaning I CAN’T add any electricity, and there is NO emergency/ out of hours phone numbers?? I’m sat here in the pitch black at nearly 11pm, freezing cold due to it being winter with negative temperatures outside. This is beyond shocking ! I’m now in a situation where it’s impossible for me to live? No Electricity, Pitch Black, no appliances to make food, No heating, nothing at all.Any advice on what to do here? Customer support will be getting an earful tomorrow and I’ll be demanding compensation for this Abysmal service. I’ll most likely look at switching suppliers too.Luckily I’m a 21 year old, self sufficient male. Imagine a single mother with a newborn? Disgusting
Opening hours and online support As we approach the holiday season, I want to make sure you have all the info to hand for any questions that might crop up between now and the new year. When are our Support teams open? Our usual non emergency Support team opening hours are Monday-Friday 08:00-18:00 (with emergency support available from 18:00-20:00) and Saturdays 09:00-14:00 (with emergency support available Saturday and Sunday from 14:00-17:00. The number to call is: 0330 102 7517, along with Webchat and Facebook / Twitter. On the 24th, 25th, 26th, 27th and 28th, we will have emergency only support available from 09:00-17:00. On the 29th and 30th, we’re open as usual from 08:00-18:00 (with emergency support available from 18:00-20:00) On the 31st, and the 1st, 2nd and 3rd of January, we will have emergency only support available from 09:00-17:00. Then it’s back to our usual opening hours as of Monday 4th January.Do you need to call though? Maybe not, here’s some support info: What t
Don’t know why I didn’t think of this before, still waiting for my prepay card and barcode to be sorted, however worked out why not just generate your own one? Well it works even tested a barcode app on Android phone and it works, it’s just your prepay card number in a barcode.https://barcode.tec-it.com/enJust put your registered card number into this (without spaces or dashes, just numbers!) and you can save the barcode to your phone or print it and use it to top up with :-)Use this at your own risk, always double check the number and always keep your receipt with the VEND code on!Hope this helpsRegardsNick
Updated on 07/09/2021 - We now have the Care Team available to contact everyday. See the information below if you go off supply when the Care Team are closed over night There may be a point overnight when you need some help, we want to make sure you're aware of where you can go in an emergency. We’ve split this list up for those who have traditional top up meters and those who have smart meters. Traditional PAYG (Non-smart)Battery fail or an error code? Get help here Lost your top up key or card? Get help here Smart PAYG FAQ topic guide on common questions and issues here Battery fail or an error code? Get help here Smart PAYG - a guide to the new app here Meter not reconnecting? Have a look here Here’s our Customer Care team contact details and opening hours over the weekend: Webchat and Facebook / Twitter:Monday - Friday08:00-20:00Saturday & Sunday09:00-17:00Bank Holidays09:00-17:00 Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)Monday - Friday08:00-18:00Saturda
Updated on 30/11/21 by Jess_OVO Noticed that your balance is nearly at zero and can’t afford to make a top-up? Don’t sit in the dark!We know it can be difficult to make a payment at certain times, so we want you to know that there’s support we can offer to keep you on-supply until you can next top-up. The way you access this extra help varies slightly depending on the way you top-up: PAYG Smart (Topping up via the Boost App or using Top-up barcodes at a Paypoint)First and foremost, it’s important to remember that you’ll get £5 emergency credit per meter, so even if your balance reaches zero - you’ll be able to use this emergency credit. The method for accessing this does depend on the type of smart meter you have - SMETS 1 (which has a numbered keypad on the meter) or SMETS 2 (which just has two buttons on the meter - 1 red, 1 blue). Accessing emergency credit with a SMETS 1 meter 1. Activate your emergency credit using your IHDWhen your balance drops below £5, your IHD will flash and
Topped up your meter for the first time in months and it's gone - you've probably got a Standing Charge debt!
Updated on 23/09/2020For periods of time, some meters might not need topping up if the household doesn’t need to use gas or electricity. This could be when a household is unoccupied, or over the summer when some households might not need their gas on.Even if you are not using energy, there’s still a standing charge that's applied every day and taken from the meter balance. You can find out more about what daily standing charges cover here.Without topping up, this can result in a negative balance on the meter. Here’s how to check if this has happened: Traditional meters: You can see any accumulated debt if you scroll through the screens on your electricity meter until you get to screen ‘F’ or ‘4’ – or screen 17 on your gas meter. Smart Standard: If you have SMETS1 smart meters, you can see the debt by pressing button 7 on the keypad of each meter.Normally, you’d need to clear the full debt amount and bring the meter into a positive balance to get your meters back on. By topping up enoug
Updated on 15/10/21 by Jess_Boost It can be tricky when dealing with energy supplies and accounts when tenants move in and out of a property, so we've popped a couple of the common queries/issues together to help make the process a little easier for you and get you moving in the right direction!My tenants have moved out, how do I set up an account for my new tenants?Unfortunately we can’t set up an account in your new tenants without speaking to them directly. If there’s some time before your next tenants move in we can set up an account into your name. Then as soon as the tenants have moved in, we’ll need them to contact us to set up a new account in their name.Please call our Support Team on 0330 102 7517 (lines are open 8am - 6pm, Monday to Friday and between 9am - 2pm on Saturdays) as they will get you all set up, they will advise you of the current rates and get you a new key/card sorted if you need one so you can start topping up. Lots more information on the home moving process
Anyone else received one? Very strange seeing as we topped up 5 days before letter date and also 2 days before.We always top up large amounts twice a month. I'm concerned with the app switch over and if there's a delay in the payment information. I always use the online top up as hate the old method of going the shop to do it.Anyone else received this letter?
I would appriciate any help i can get i have an error code e133 which means no gas supply but i topped up this morning and now i have no heating or hot water even though i have reset my boiler what the heck am i doing wrong i have been in a queue on the phone for over 30 minutes and still cant get through anyone help me please?
Warm Home Discount - your guideTutorial
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. The Warm Home Discount guide We’ve made a handy How To guide on the Warm Home Discount, have a read here You can check on eligibility for the Warm Home Discount here We made our own excellent FAQ topic, based on questions posted in this community from previous years. Check it out here Post any questions that you can’t find the answer to in those guides above, in the comments section - we’ll get right on it!
Erroneous Transfer FAQF.A.Q.
Updated 18/09/2020Erroneous Transfer FAQWhat is an Erroneous Transfer?An erroneous transfer is when a supplier has taken over the wrong supply, and sends you back to your previous supplier.For example, when you sign up with us, we look up your address in a national database that all suppliers have access to. This database includes your current energy details (such as your meter type, your current/previous suppliers etc...)Sometimes the details in the list are wrong, or bits are missing, especially if your property is a flat or a new build, and we may try to take over the wrong supply by mistake.How long does it take to resolve?In a perfect world, this issue is noticed early on in the process, when a customer is in the cooling off period and the switch can still be cancelled.Of course this isn’t always the case, so for example if we’ve taken over the wrong supply, we’ll raise this to our dedicated E.T team. They then pass the details of the property to the previous supplier and start th
Hi, I am moving to a different energy supplier and would like to know when, and how do i get a refund off my gas and electricity? I am using Pay and Go, A Smart meter Gas and Electricity, i had approximately £140, Aprox £70 Gas And £70 Electric, but i checked my smart meter yesterday and it says £0.00 on gas and electric. Please reply as i am stuck
Updated on 24/09/2020 That’s a great question and one we hope to nail down here. The good news is our prices are compliant with the Ofgem price cap, meaning we're keeping them competitive for you. If you’re spending more, it’s likely because you’re using more energy, which is natural during winter but can make you feel like you are topping up a lot more than usual.Here’s the average spend of a PAYG customer over a 12 month period. You can see that for all PAYG customers, usage goes up in winter, in line with what we’d expect. The reason for this:Everything is colder - Appliances use more energy to heat the water they use, your home takes longer to warm up, again using more energy. Your home is also darker for longer - Lights are used much more often (energy saving light bulbs can definitely help here) This graph is a guide, some PAYG customers will use more, some will use less depending on the size of your home, the number of people living there, how well insulated it is, but hopefull
Updated 10/03/2021 Our Priority Services Register is a way of ensuring we’re helping any customers who:Need extra support due to illness or disability Need tailored communications Would struggle to maintain their well-being if they lost their energy supplyWhat are the benefits of being on the Priority Services Register?If it’s difficult for anybody in your household to reach your meter due to disability or chronic illness, we might be able to move it We can provide a free annual Gas Safety Check if you qualify If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned offWho is eligible to join the Priority Services Register?A Pensioner A single parent Living with children under 5 or young people under 18 Disabled Have Mental health concerns Chronically ill Blind or partially sighted Deaf or hearing impaired Have a financial vulnerability, such unemployment or low household income Unable to communicate in
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