Get up to speed on the latest changes to your non-disconnect periods
There’ll be some updates to our services coming soon. We’ve outlined below how these will affect you and the way you top up.
We’ll be making some changes to the hours when your power will stay on, if you run out of credit. This is also known as the ‘non-disconnect period’.
When will this change happen?
For all ‘SMETS2’ smart meter customers, the hours will be shorter from November the 1st, 2021. You can tell you have a ‘SMETS2’ meter if your meter has 2 or 3 buttons on it, rather than a keypad.
For ‘SMETS1’ smart meter customers, we’ll let you know when this change kicks in via a letter or email. It will be at some point before January 2022. You can tell you have a ‘SMETS1’ (Secure) meter if it has a keypad which includes a red and blue button.
What are the new times?
Here are the new times when your power will stay on, after your credit runs out – this is also known as the ‘non-disconnect period’:
Monday to Friday, from 6pm till 9am the next day
Midnight until 9am
4pm until midnight
All day Sunday, until 9am Monday
On Easter Sunday, 25th and 26th December, and 1st January
Below are the current hours – so you can see what’s changing:
Monday to Friday, from 4pm till 10am the next day
All day on weekends
And during all UK bank holidays
We keep your power on to give you time to top up – and so that you’re not left without power at night or when shops might be closed.
Please remember, if you haven’t topped up by the time these hours end, your power could be disconnected.
If that ever happens, top up as soon as you can – you can do it online here, on the Boost Top Up app, or at the shops. To get your power back on, your payment needs to be enough to cover the emergency credit (if you’ve used any) and get your balance above £0.
You’ll always have £5 emergency credit to keep you going
That’s £5 for gas and £5 for electricity – which you can activate on your meter, or by using your In-Home Display (if you have one). To find out how, visit our Help page. Any emergency credit you borrow will need to be paid back, and we’ll take it from your next top-up.
Some additional changes for customers with a SMETS2 smart meter:
From November the 1st, 2021, your balance needs to reach £2 for you to be able to activate your emergency credit again, after you’ve just used it
Right now, this limit is set at £5 (this will still be the case until the end of October 31st). We really hope lowering it to £2 will help make things easier to manage. And remember, any emergency credit you borrow will need to be paid back.
You’ll get an early heads-up when your balance is low
When you have only £3 left, your meter will beep and your In-Home Display will show you a message. And, if you’re using the app and said yes to receiving notifications, you’ll always get an SMS when your balance drops below £5. These little reminders are meant to help you top up before the emergency credit kicks in, if you can.
Please call us if you can’t afford to top up – we can help
If your emergency credit ever runs out and you can’t afford to top up, we’re here to support you. We’d recommend calling if you’re off supply and can’t top up: 0330 102 7571. We’re open 7 days a week but the times vary according to the reason for calling. See our opening hours here.
Got any questions about these changes? Don’t hesitate to get in touch via our online chat.
Have we missed anything? Leave a comment below to let us know.