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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
  • 5 replies
  • 184 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
Badge +2

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
Badge +2

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

 

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