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APP UPDATE - View your Smart PAYG balance online

APP UPDATE - View your Smart PAYG balance online

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Userlevel 1

Myself and my partner moved to OVO a couple of years ago because we were impressed by the ease of use and convenience of the app, its functionality to display live credit updates and the ability to be able to top up online. This company has never been the cheapest energy supplier however the OVO app was its USP, as far as we were concerned. Not anymore...

Since the companies' rebranding to Boost the app has been dumbed down to such an extent that it has lost much of its friendly functionality, plus the new 'aesthetic' looks to have been produced by a rambunctious five year old with a Merge Game habit. Customer service appears to have suffered as well.

As a consequence we are currently casting about for another energy supplier which can match or come close to OVO's original mission statement.

Why on Earth would I stay to contend with your primitive service & tech. No way to check balance online though you claim there is - the trashy app is not online, it’s a mobile app. Time to switch again. See ya!

Userlevel 5
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Well today is my go live day. I've had a letter saying so. It also said I will receive info about installing the new app. I decided to come and see what all the fuss is about and get it installed and setup in advance. We'll that hasn't worked out too good. I can't install it on my phone as its a Google play service and I have a Huawei phone. I'm also pissed off that the money in my account is being split 50/50, something I haven't been notified of. This is going to cause me major issues. I auto topped up and am currently using around £3 a day elec and 50p or so gas. The topup is meant to last me till my next benefit day which is a week on Friday. I'm gonna run out of elec well before that and have too much in my gas. Why were we not asked how we wanted it split. 

 

I've been with you guys for years mostly because of the app it helped keep control. This is a huge step in the wrong direction. 

Userlevel 6
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Thanks for posting your feedback, all. There’s some things here I want to call out and help with: 

 

I can't install it on my phone as its a Google play service and I have a Huawei phone.

 

 

This is an odd one, @Smiter - I know that Huawei is on the Android OS, which the Boost Top up app can be found on and downloaded, here. However I’m not sure on the specifics between Android, Google and Huawei. However @Smiter and @RussDee we have a browser version, so you can access and use this online without installing our app, here

 

I'm also *** that the money in my account is being split 50/50, something I haven't been notified of. This is going to cause me major issues. I auto topped up and am currently using around £3 a day elec and 50p or so gas. The topup is meant to last me till my next benefit day which is a week on Friday. I'm gonna run out of elec well before that and have too much in my gas. Why were we not asked how we wanted it split. 

 

Yes any PAYG+ credit is split evenly across both meters, but if this doesn’t work, our Support team can certainly help by moving over credit from one to the other. Just give us a quick call to get this done: 0330 102 7517 (0117 370 1041 from a mobile). Just bear in mind that call wait times tend to be longer on Monday morning, so you might want to make this call later in the day. 

 

@RussDee we’re going to be updating this topic (at the top) and our FAQs page today, to outline a list of possible reasons the Smart PAYG app isn’t showing your balance, which might be temporary or longer term. Based on that, we’ll be able to work out the cause and what needs doing. So watch out for that one! 

Userlevel 5
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Huawei has its own system now as they aren't permitted to use American systems due to the USA govt believing they are using it to spy. One of trump's legacies. 🙄

Userlevel 3

Just a quick update from my issue... Two weeks on. Still no call back. Still only charging me 10% of the price you're meant to.

 

I've stopped topping up now, I was making sure I always put on the amount I thought I used so when it was fixed I'd have no sudden debt.

 

But sod it. I've told you the problem, I've gone through it a dozen times, I've even pin pointed your mistake and sent photographic proof to the support teams, and still nothing.

 

So I can only assume this 10% bill is a constant 'thank you' for sticking with you despite all the cock ups. There's no way any excess gas I use is my responsibility any more, because apparently everything is 'ok' and there's no problems according to your offices. If(when) that turns out to be wrong, its your error, not mine so you guys can pay.

 

I'll be staying with boost for a while, 11p a day for gas is at the most 20% of what others charge. Compared to previous suppliers I'm saving £1.15 a day

Userlevel 6
Badge +2

Thanks for the update, @psychoduck - no progress on this must be frustrating, really sorry to hear. 

 

There’s a chance that this request is still in a queue to be worked, but I’ve reached out to my colleague to make sure any agreed actions are carried out. 

 

I was making sure I always put on the amount I thought I used so when it was fixed I'd have no sudden debt.

 

I think you’ve hit the nail on the head here, it’s very much advised that you top up as usual to build up a credit balance ready for when that tariff, that’s loaded onto the meter is amended to match your contract rates.

 

Energy will need to be paid for, and would be separate to any complaint resolution which might or might not include an agreed gesture of goodwill for a shortfall in service. As you can imagine I can’t comment on the specifics as this is dependent on the resolution to your complaint. But yes I’d advise you stick to keeping that gas meter topped up.

 

That’s my two cents anyway, really hope this gets resolved soon!

Userlevel 5
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That's me moved over. I've lived into the online portal and this is all I see. Is this it? I thought I was meant to be able to at least see a rough idea of how much was on each account. Can someone give me a link to hire I access the balance on my meters as I still don't have an in house thing.

 

 

Just rejoined boost (not sure why as it’s an absolute nightmare so far). Can’t see my balance in my app, can’t order an IHD atm and it just not practical to keep checking my smart meter to see my balance?

what am I supposed to do??????

Starting to wish I never rejoined. 

Userlevel 3
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Hi @Kirianne and Welcome to the Boost forum,

 

Sorry to hear of the issues you’re having since switching back. I’m wondering when your switch took place? As it can sometimes take us some time (around 6 weeks) to get your account fully up and running following a switch, which might explain why you’re struggling to see your balance on the app.

 

I’ve moved your comment over to our a similar thread as there’s some advice given above which might be helpful in getting things sorted:

 

 

Since the launch of the new app, we’ve had a lot of feedback from customers that the ability to view your balance online was missed.

It was really helpful for those that can’t easily access the meters, those unable to read their In-Home Displays very well, or those that are away from home a lot.

We’ve listened to all these helpful comments, and have implemented the ability to view your balance on the app once again!

This should show just below your top up numbers, like the picture below. It’ll give you a snapshot as of midnight, just as the previous app did.

RAC5wUPUkbp_oD8koWBb65-qyAbWIjh5qJk8vryz0LmexZiuSJMw3b3gbzXlUQrEZHAs8u9-fdSOc-3NwgMs3RsTVDQNsUYoc7P2k9RFoPTj-eI2X7a1nHFPLnprUc3kYFl_FvI


You can also access Smart PAYG via a browser here, but the app balance feature isn’t available on the browser currently.

 

 

My energy balance on PAYG Smart FAQs

 

Will I be able to see my balance in the new Boost Top-up app?

Yes, but it might take up to 3 days to show after downloading the app for the first time. Your balance will be updated each day after midnight. That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.

 

Why isn’t the balance showing on my app?

It could be that you don’t have the latest version of the Boost Top-up app. You need to download it (App Store or Google Play) and use it to top-up – your balance will then show after midnight. 

 

One thing to note is that your balance might take up to 3 days to show after downloading the latest version.

 

There’s also a chance that you can’t see your balance because the connection between us and your smart meters has dropped out, and we’re not receiving data. This might happen on some meters as we experience a few teething problems with the new app.  But rest assured, we're looking to fix them as soon as possible. You can find more about this in our troubleshooting FAQs section (below). 

 

Why isn’t my balance showing on the browser version of the Boost Top-up app?

The balance feature isn’t available in your internet browser yet, but it’s something we hope to add in the future.  Download the app (App Store or Google Play) or read on for alternative ways to view your balance. 

 

You mention not yet having an In-Home Display. Have you been in touch with our Support Team to request a device? The quickest way to reach the team is via webchat which you can access by clicking on the yellow speech bubble on our Homepage.

 

Let us know how you get on - We’re always happy to help here where we can. :slight_smile:

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