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

  • 7 December 2020
  • 12 replies
  • 399 views

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 !!

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Best answer by Tim_Boost 8 December 2020, 15:30

Not a good experience here, @CalT 

 

As the meters will be set up on Smart PAYG, you should be able to top up using the top up cards provided at a PayPoint. 

 

The app will be set up in the coming days, and the credit from your old meters will be transferred over within the next 5 working days. 

 

If you can’t top up with cards (or you don’t have them), and you’re in emergency credit, please call us ASAP: 0330 102 7517

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Userlevel 6
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Not a good experience here, @CalT 

 

As the meters will be set up on Smart PAYG, you should be able to top up using the top up cards provided at a PayPoint. 

 

The app will be set up in the coming days, and the credit from your old meters will be transferred over within the next 5 working days. 

 

If you can’t top up with cards (or you don’t have them), and you’re in emergency credit, please call us ASAP: 0330 102 7517

I have had a Smart meter installed today and all has gone well with it (except the IHD doesn’t work because the meter is out of range in a communal cupboard, but I don’t mind that too much). The problem really is that when I went to my local PayPoint to put on some credit, the card was not recognised there. I have enough emergency credit to last overnight and maybe the next day but then I’m screwed. What do I do?

Userlevel 6
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Hi @Voodoo and welcome to Boost Smart PAYG!

 

Can you see this topic ‘best answer’ above for info on what happens after the smart meter is fitted? 

 

If those top up cards don’t allow a top up at a PayPoint, please call us to make sure the card numbers are registered to your account correctly: 0330 102 7517

 

Don’t forget your meters won’t disconnect when our phone lines are closed. 

How do I know if my new smart meter is registered and i can put some money on it, I have used all the emergecy credit and now running on the friendly tariff but want to be able to top up before we get cut off. I can't get through on the phones to speak to anyone. The £130.00 I topped up with last week is still showing as pending in my bank and I was told by boost this was because they could not see the new meter. I don't want to add more until I know it will go through.

 

Userlevel 6
Badge +2

Hi @Splash12 and thanks for posting. I totally get why you don’t want to top up again till you’re sure this is going onto the meter. Check out the best answer (at the top) which I’ll copy here:

 

As the meters will be set up on Smart PAYG, you should be able to top up using the top up cards provided at a PayPoint. 

 

The app will be set up in the coming days, and the credit from your old meters will be transferred over within the next 5 working days. 

 

If you can’t top up with cards (or you don’t have them), and you’re in emergency credit, please call us ASAP: 0330 102 7517

 

Have you tried logging into to the Smart PAYG app? The browser version is here

 

The arrogance of Boost to make you wait 3 to 5 days to get your own money/credit back from your old meters when upgrading to smart ones. I was told by the engineer 24 hrs if i had known it was that long i would of slung him out. I feel like i have had my pockets dipped by the engineer. If i can go out and top up with my card then surely boost can re-credit my account?

Userlevel 2

When you get Smart Meters installed, we need to update your meter details and wait for the engineer to let us know the balance remaining on your old meter before it can be added on to your new Smart Meters. This can take up to 5 days (but may be quicker than this). Don’t worry this credit hasn’t disappeared, we’ll make sure it’s all moved over - it just won’t happen instantly.


As you’ll get new top-up cards you can start topping up the new meters straight away - but there is also £5 emergency credit on each meter to give you a chance to sort that top-up out. If you’re worried about running out of credit and aren’t able to top-up before the 5 days are up - contact our support team on 0330 102 7517 (0117 370 1041 from a mobile) who may be able to offer some extra financial support to make sure you’re covered.

Hi Jess, i have spoken to your customer services and they have informed me my cards ect will not work until Monday and my meters will be re-credited with my existing credit/money when updated, but in the mean time i wont run out of power or gas?

You seem to be telling me something different?

I’m a new customer to boost of 3wks and i’m struggling to find anything positive about the company, everyone seems to be reading from a different hymn sheets. All i’m asking for is accurate and honest information.

 who’s right you or customer services?

Regards

Martin

After 8yrs of no trouble the last two months have been a nightmare, I was swapped over 2 months ago to Payg Smart and carried on topping up my account as always, I was completely unaware that when the changeover happened my meter disconnected from my app, so last week my electric turned off at 1am. After pressing some buttons on the meter the emergency electric came on although I had over £100 on my app. After struggling with customer services they just said it was a glitch and all sorted, then this week at 1am again the electric went off. And as I'm on a breathing machine (copd) at night I need electric. I couldn't do anything as there is no emergency number to call, so I had to sit and wait until 8am for the rubbish customer service to open. I was then told that my meter was not connecting with them and has been off there end since the switch over which was two months ago and i needed a new meter, 4hrs later a lovely gentleman came around and fitted a new meter and he put me on emergency credit and told me leave it a few hours and ring up to get my last 2months of credit put on. So for the umpteenth time I rang up and after going through everything again I was told it'll take 3-5 days to credit my account, so now I'm still on emergency credit which will run out soon, and waiting for what's owed to me in credit. I'm not holding my breath, and don't get me started on that stupid ihd thing, that's another essay. Can't wait to find another supplier. 

Hi @Voodoo and welcome to Boost Smart PAYG!

 

Can you see this topic ‘best answer’ above for info on what happens after the smart meter is fitted? 

 

If those top up cards don’t allow a top up at a PayPoint, please call us to make sure the card numbers are registered to your account correctly: 0330 102 7517

 

Don’t forget your meters won’t disconnect when our phone lines are closed. 

Yeah they do, mine has turned off twice at 1am, plus I have plenty of credit. 

Userlevel 2

 

I have spoken to your customer services and they have informed me my cards ect will not work until Monday and my meters will be re-credited with my existing credit/money when updated, but in the mean time i wont run out of power or gas?

You seem to be telling me something different?

 

Sorry for the confusion there, @m cashin.

 

If your Smart meters were installed as part of an emergency booking (so an engineer attended on the same day) things are a little different - you’ll have extra emergency credit added to the meters as it does take a few days until you can use your cards to top-up. Worth bearing in mind that the meters should be in non-disconnect setting whenever the phone lines are closed and all weekend as well.

 

Hope this helped clear things up and you see your original credit transferred soon. 

 

 

Userlevel 2

 

 After struggling with customer services they just said it was a glitch and all sorted, then this week at 1am again the electric went off. And as I'm on a breathing machine (copd) at night I need electric. 

 

This is really concerning to hear and is certainly not what should happen, @FedUpWithBoost. Smart meters should be in a non-disconnect setting from 8pm - 8am and throughout the weekend to make sure you don’t go off supply when you’re not able to give us a call. This would indicate a faulty or non-communicating meter which I’m glad to hear we’ve replaced.

 

Having a medical dependency on your electricity means you’re eligible for our Priority Services Register - if you haven’t already, let our Support team know about your mains-powered medical equipment as a prepayment account might not be the best arrangement in this case. Give us a call on 0330 102 7517 to discuss the option of changing to a Pay monthly account which would guarantee a constant supply of electricity. 

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