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Your place for smart PAYG queries, advice and support.

93 Topics
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Tutorial

Changes to your smart meter’s ‘friendly credit’ period - your guide

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Tutorial

The Chameleon In Home Display (IHD) 6 User Guide

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Tutorial

Smart PAYG - a guide to the new app

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93 Topics

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LynneNewbie

asked in Smart PAYG

I've topped up but the money isn't showing on my balance - why?

I topped up last night and it’s come out of my bank, but my balance is still in the emergency. Will I still get cut off?

asked in Smart PAYG

SMETS1

I have just put on emergency credit on my SMETS1 meter,it is telling me on my meter that it was accepted,why does it not show on my IHD,the only thing that is showing is the original balance,will it get cut off?thank you

asked in Smart PAYG

Meter balances are old

Hi all! It’s the 15th today yet my meter balances on the app and online show ‘as of’ the 12th? Anyone else got this?

KatieDesaySavvy

asked in Smart PAYG

Can I switch from pre-payment to Pay monthly?

Would I be better off switching to credit meter and paying DD? We haven’t noticed a difference since switching to OVO from BG December 2016 to January 2018 but I feel that using £156 in December, £148 January, £140 February and up to now £68 seems a lot to say that we are out 8am till 4:30 and try and limit gas usage at weekends!I just felt that when we were on credit meters which is a few years ago they were always upping or reducing my DD amount which during winter resulted in us receiving a huge bill (don’t want another £800+bill) we are a family of 4......if anyone has any advice I’d gratefully appreciate itTY

Jodiem2021Newbie

asked in Smart PAYG

The Boost app is blank - What do I do?

Hi I’ve tried to go on my app since yesterday and it is blank so I can’t get my balance up or top up I tried to email about this but it won’t let me because I don’t no my account number my iPhone X is up to date and the app is updated so I’m not sure why I can’t get on any help please I tried to ring but gave up as I was on hold for ages

Gaz31Savvy

asked in Smart PAYG

Change of account name

A month ago had to change the account name because of a bereavement in the family, got sent new account number with new cards to top up, tried topping up both gas and electricity at paypoints but declines says account not activated also tried online and on the app but nothing works, rang numerous times to customer service but get told it will be OK in 48 hours that was 4 weeks ago can anyone help

Amy_BoostCommunity Moderator

published in Smart PAYG

The Chameleon In Home Display (IHD) 6 User GuideTutorial

Updated on 10/01/22 by Jess_Boost: Get familiar with your new IHD With the recent changes to our app, many of your will have been sent a new Chameleon In Home Display (IHD) 6. So we thought it would be handy to have a dedicated topic guide for this device. If you haven’t got an IHD6 yet, request one by messaging our Support Team here. When you’re sent an In-Home Display, this needs linking up (pairing) with your meters, with the help of our Support team. Call us to get this done when you’re near the device: 0330 102 7517 (0117 370 1041 from a mobile). The default screen on these are often set to “Usage today” rather than your current balance. There is a simple fix to get your balance as the home screen default: Choosing Your Home Screen Layout From SETTINGS you can also change the view of your home screen according to your personal preference by selecting HOME screen. This option will give you four different home screen layouts to choose from. Use the left and right arrows to scroll

asked in Smart PAYG

error message on display

Hi just received error message on my smart display box supplier 0000 what does this mean ?

SimonParker1979Newbie

asked in Smart PAYG

Why has my Smart PAYG top up not been added to my meter balance but it's taken the payment from my bank balance?

Hello, my meter was beeping to say i was low on credit. I have topped up £10 on two occasions and the app says sorry the payment hasn’t been taken even though the payment is going through with barclays straight away. I only have 35p left does anyone know what has happened?Thanks.

Serkan999Newbie

asked in Smart PAYG

Does the Smart PAYG app not send low balance notification SMS? How do I know when I need to top up?

Hi. Any help will be appreciated.In the past, I’d know when to top up because I’d receive a text message.Now that I have been moved to PAYG Smart, how do I know when to top up?Will I still receive a text message?I do not have an in-home display. I have ordered one and am waiting to receive it.Am I supposed to just keep an eye on the in-home display to know when to top up? I’d prefer to receive a text message.Thanks for the help.

Jess_BoostCommunity Moderator

published in Smart PAYG

How can I check if my SMETS2 Aclara meter is having communication issues?Tutorial

The SMETS2 Aclara Smart Meter Health Check If your top ups aren’t reaching your meter, or your balance doesn’t always update every day, there may be a communication issue. Here’s a smart meter health check you can do to diagnose this! Please note that if the meter screen is completely blank and the meter is not responding to actions on the keypad reach out to our Support team to book in a meter exchange. 1. Are the Meter Serial Numbers (MSNs) correct? We first need to make sure that the meter(s) we are dealing with are correct (mistakes can sometimes be made, meaning the wrong MSN is listed on an account). Where can I find the serial number on a smart meter? Electricity: The MSN for an S2 electricity smart meter can be found near the meters barcode above the display. The Aclara version of the SMETS2 will start with either 17M, 18M, 19M and next year 20M. Gas: The MSN for a gas smart meter can be found below the display. It will start with G4F. Let us know these MSNs when you contac

BuzbySavvy

posted in Smart PAYG

Where can I view my energy usage per hour ?

I got a smart meter months ago, but it still doesn’t seem to be as smart as I expected.( Well, it’s not the actual meter that’s dumb, it’s the platform it is on. )With the meter reporting back continously my power usage to OVO/BOOST, I fully expected to be able to view a graph of my power usage, either online or in the app.Even connecting my IHD to WiFi has done nothing. I expected a WiFi connection would let me at least download .csv files of usage, then I could graph them myself.Am I missing something, are these graphs somewhere I’ve not seen ?.

asked in Smart PAYG

IHD and SMETS1 Meter showing wrong standing charge / unit cost

My Pipet 500 and SMETS1 has been showing this unit rate since I got boost installed which must be near 2 years ago now, even if I reboot smart display or check unit on smart meter it appears same, I would say too cheap! what is going on?Notice it still shows OVO in attached pictures too.

CalTNewbie

asked in Smart PAYG

I had a smart meter fitted today but can't top up on Smart PAYG and had credit on the old meters?

Been trying to get through to customer services for 40 minutes. Had a smart meter fitted today I've had winter fuel & old top ups to the sum of 152 pounds removed. I've tried to top up with the app it's not going into my account but 5 X £ 10 top ups showing in the bank as pending. To add insult to injury I was called by one of your agents from Glasgow who hung up as quickly as I'd said hello. So I'm now staring at a smart meter that's telling me I'm on emergency credit while the sum of £210 pounds is floating round in cyberspace ... What a good start Boost are off to !!

SashadjasNewbie

asked in Smart PAYG

Can I transfer some credit from my electricity to my gas?

I was recently awarded my Warm Homes Grant (hurrah!) which was paid directly as credit to my electric balance. I was wondering if there's a way to transfer some of that balance over to my gas balance - do I phone customer services, or is this a 'can't be done' situation?Both electricity and gas are on PAYG Smart.Thankyou.

posted in Smart PAYG

new prices on my letter from you say gone up 82% thought is was 54% increade

HiJust looking through letter received from dated 27th February and have just noticed your increase is 82% and not 54% as advised by gov.

Loulou1970Savvy

asked in Smart PAYG

How do I access my Emergency credit (E-Credit) option on my In-Home Display (IHD)?

Hi, I'm wanting to use emergency credit but don't have the e-credit option on my ihd unit can anybody help? It's at 3.50 and showing the emergency credit option available but when I go into settings there is no e-credit button.Thank you appreciate any help..

shankly1985Newbie

asked in Smart PAYG

How do I submit my meter reading before April 1st?

Hello I am reading on the news we need to submit our reading before April 1st I have taken pictures of the meters but I do not know if I should just email customer service?Kind Regards

JBatchNewbie

asked in Smart PAYG

not received price changes

I have not received any price changes notification and have now been told that there is an issue which should be resolved by Friday the day they increase! Surely it’s just a case of resending the email but I’m told that’s not possible. How else can I find out what my new charges are?

BuzbySavvy

asked in Smart PAYG

Top up via WEB, has it been removed ?

I only top up about once month.My previous top ups were on usually the web, but that method seems to have disappeared.Is this a fault, or is the somewhat flakey app the only way to top up now ?

asked in Smart PAYG

Maximum amount of credit allowed on each account

Could anyone tell me if there is a maximum amount of credit I can have on my account at any one time e.g Can I have a balance of £1000 on both my gas and electric>

Pam_BNewbie

asked in Smart PAYG

in house display unit keeps restarting

my in home display has worked for the last 2 months, then earlier this week lost display… for the past 48 hours it keeps turning itself on and off, and won’t show any of my usage.I’ve tried to turn it off and then on again but next to my physical meter in the hopes of making them re-pair. The unit says its lost wifi but is still connected to my wifi, which has remained stable throughout. help?

rockinr1chSavvy

asked in Smart PAYG

April price increase

When can I expect to find out the new rates from April.My anxiety is through the roof.

asked in Smart PAYG

SMART PAYG

After recently having latest smart meters fitted then upgraded to PAYGWith a few hiccups and finally got the relevant numbers. Have not tried to top up yet with app / paypoint but had confirmation email account openwont go into detail but i am not convinced its all sortedIts a 50 mile return trip after making several prior i dont want to waste a journey andtime for another fiasco. Hopefully it has all gone wellAsked a next door to pop in and try the emergency they said no joy.Wont rule out he did not do it right but thinks he didNot sure Does emergency work before the first payment app or paypoint transaction ?Or do you have to add credit before that function works ?Would ask if OVO can confirm if its working from their end but would be quicker going to check ?Does anyone have a definitive answer ?

asked in Smart PAYG

Moving onto smart PAYG but don't have a card yet, and can't top up on the app?

Hi Everyone, I am new to this forum.I have been on OVO Credit for quite sometime and due to unforeseen circumstances best option for me was to be switched to Prepay.First week of September I contacted OVO saying I would like to be moved to PAYG+ however was told I could only have the PAYG tariff and use Top up card. I already had a smart meter fitted months ago.So last Friday morning I received an email to say I been switched!? But hang on not even received my Top UP Card or IHD. Went outside to check on meter and sure enough it's in PAYG and showing 8p used of Emergency Credit.Tried phoning them because I have a problem now, this is going to run out and I was given no top up card before the switch over. Several attempts at calling the number no joys.After this point there was only one option, I contacted Ofgem and had much better success, as a good gesture they remotely put £20 onto my meter, panic over for the minute.However I still really need the Top Up Card and really need In H

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OVO Energy Ltd, trading as Boost, 1 Rivergate, Temple Quay, Bristol BS1 6ED, Registered in England and Wales No. 06890795, VAT No. 100119879. OVO Energy is a FIT licensee

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¹Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas). All rates correct as of 06/06/2017, but may go up or down.

²Pay As You Go Savings are based on the average estimated annual costs for new PAYG customers quoted through the OVO Energy (now trading as Boost for pre-payment customers) website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/02/17 and 31/07/17. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location.

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