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

  • 5 October 2020
  • 33 replies
  • 1548 views

Userlevel 4

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 Home Display (which I never got from day 1)

Means going outside daily to check balance at the moment which is a pain.  I am also told eventually when the app is working I will be on PAYG Smart which I would prefer, going to shop to top up seems old school, although I'd be happy to this for the moment.

Useful switch PAYG that you cannot top up due to serious incompetence of this company.

Useless phone number that doesn't work and I don't use facebook or twitter!
 
I still have case open and chasing bot Top Up Card and IHD....

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Best answer by Tim_Boost 22 March 2021, 12:51

Updated on 29/03/2021: The app now features the ability to view your balances. Further info on this here.

 

Hi @Ephie - I’m a bit concerned to hear that you didn’t get any contact about this change to Smart PAYG

 

Any customers moving over within the next two weeks should have received an email to confirm their switch date. A text message will also be sent directing them to their PAYG+ app, where they’ll see a reminder. 

 

On the day of the switch, customers will be sent an email explaining how to set up the Boost PayPoint app. If their move is unsuccessful, they’ll receive an email to confirm this and information about what happens next. A note will also be applied to the account. 

 

If you don’t have the means of topping up with a working card or PAN number, and no access to the new Smart PAYG app or browser version, AND your PAYG+ app or card won’t work, please call us ASAP on 0330 102 7517. Open Monday - Friday 8am-6pm, and Saturday 9am-5pm.

 

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33 replies

Userlevel 6
Badge +2

Really not a good experience you’ve described here, @AztecUK 

 

Until that app is up and running, you will need to have a card (or at least know the PAN number on your card) so you can top up at a PayPoint

 

Contact options for this:

 

Call: 0330 102 7517: open Monday - Friday 8am-6pm, and Saturday 9am-5pm. 

Facebook, or Twitter: open Monday - Thursday 8am-8pm, Friday 8am-6pm, Saturday-Sunday 9am-5pm. 

 

 

Please keep us updated on this, so the thread can exist to help others that follow...

Userlevel 4

Hi @Tim_Boost 

 

Thanks for reply! In my email I noticed I was given Top Up card number but had no idea this could be done, since I lived by myself I have always had contract, even had one of the first smart meters in 2008 which did turn into a dumb meter when that company went!! My experience of Prepay are people I know with key meters and before that I am of the generation I remember we had a 50p meter at home!!

Ok so 2nd nearest shop from me does Paypoint and I took the 16 digit code and was able to make a payment, by the time I got back from shop the meter was displaying new balance.

As for card and In house Display I been told both should arrive in two weeks and I will get a call to pair IHD to Smart Meter.

Userlevel 4
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Hi @Tim_Boost 

As for card and In house Display I been told both should arrive in two weeks and I will get a call to pair IHD to Smart Meter.

 

 

I was told all ihd’s are out of stock????

 

Marvellous

Userlevel 4

Hi @Neil 

I received my IHD today! next tricky step is trying to contact Boost to help get it paired!!

 

 

Userlevel 4

IHD now up and running!

Userlevel 4
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IHD now up and running!


I’m pleased for you…. and jealous.

I’m still waiting till they’re”in stock”...

Userlevel 4

Does the display unit fit though the letter box

Userlevel 4

Hi @Craig5201 

I would say it was just a little too big for letter box.  Mine was delivered by My Hermes so there had to be someone in.

Userlevel 4

When did you order it did you know it was on the way

Userlevel 4

@Craig5201 I was told two week lead time but arrived within a week, Boost called me to tell me it was on the way and gave me the tracking number.

Userlevel 4

I see as I been waiting for mine since end of September 

Userlevel 4

I see as I been waiting for mine since end of September 


I had my smart meter put in way before this and didn’t get IHD at the time.  I was on OVO Credit meter but due to change in circumstances I had to change.  Been on Boost just over a week and decided I really did need my IHD, I acquired a direct number to get things sorted and no sorry I cannot share the number on this forum, Very impressed took delivery of IHD after 5pm last Friday.

 

I was impressed Friday evening I could not get through on phone number so e-mailed them requesting a call back and I wanted to pair my IHD.  Well less than ten minutes I had a phone call back and yes Friday evening I got my IHD paired!

 

I got Pipit 500, it does also take 2 x AAA batteries as well as run on AC power! I know exactly where I am  and how much I am using!

 

I just can’t wait until SMART PAYG customers get app/website and are able to top up from home instead of having to use Paypoint.

 

I have to say I am happy with boost, IHD makes life a lot easier to see what you using, you can even get how many pence an hour your using, kWh and live balance! It’s working as I would expect, really like it! No more going outside to electric cupboard to check balance! Usage and cost is exactly what I expected!

 

Perhaps boost needed a friendly prod but have to say I am happy, hoping to get bar code sent soon as I still have to take 16 digit prepay card number to Paypoint to top up. Due to Covid they are not sending out cards sadly.

Remember the good old days when it was all OVO  ?   

Userlevel 1

i was a standard payg customer and top up once a month(ish)… however the old site and old app now dont work. 

 

I’ve installed the new app but its asking for my top up cards and i havent been sent any and the site say they arent sending any out.

 

I can login but i can’t see ANY account or balance or top up details on either the old site or old app.  how on earth do i top up without any details…. 

Same problem.  Lost all access to app , no cards and no way to top up. 

Userlevel 1

yep… it wont help but am putting together an ombudsman complaint as this is dangerous especially for people who have young kids who are in the same position.

 

unnecessary and just completely incompetence…. its the wrong industry to act in this way.

Userlevel 1

Hi I am a new Customer.

 

I need to be able to use the App to manage my account. When I signed up with boost I gave them my email this they have correctly allocated to my account as they have already emailed me.

I have down loaded the APP when I put my email in, it asks for a password. I have not got a password and cant enter one.

 

How do I get to a position to enter a first password please??

 

Thanks

 

How Do I access  PAYG SMART APP? I followed the instructions on the BoostPower Website and I got to the point of entering a new Password and it will not accept the Password? it keeps saying “You Need a Stronger Password!” and without the password. I cannot access the PAYG SMART APP? Its very frustrating and I have also tried to call Customer Services and emailed them twice and I have then received a standard email stating that they are only dealing with emergency calls or low balances. Be that as it may and I do understand. However what happens when the electricity runs out? I also do have a Smart Meter, yet I do not have numbers on it??? (IHD Display) OVO (ie BoostPowers Parent Company) should have consulted customers before changing the previous system. Its now become a Corporate Beast just like the other big 6. As I am unable to use the App. Can Boost send me a Boost TopUp Card instead? (ie although I will not hold my breath). It seems this strategy whlist good on paper was not clearly thought out. Boost is going to lose a lot of satisfied customers to the competition. I myself am consdiering jumping ship if these issues are not resolved. 

Hello!

So I had the initial email saying I’m one of the customers who’s changed to PAYG smart and that I would receive further communication on how to download the app etc but I never did. I can’t get through to customer services - in queue for at least half hour yesterday and I’m working full time still (key worker in pharmacy!). The old app just has the wheel when I try to log in so I can’t see anything or top up. How do I access the new app? Or is it just a case of keep trying customer services? 
 

Thanks! 
Sam

Userlevel 6
Badge +2

So frustrating to hear about this, @Nici64 @splreece1978 @CliveLandlord @Rajesh007 - if your old PAYG+ app isn’t working, it indicates that you have been moved to Smart PAYG. 

 

So why the app, and cards haven’t been sorted yet is beyond me. 

 

Until that app is up and running, you will need to have a card (or at least know the PAN number on your card) so you can top up at a PayPoint

 

Contact options for this:

 

Call: 0330 102 7517: open Monday - Friday 8am-6pm, and Saturday 9am-5pm. 

Facebook, or Twitter: open Monday - Thursday 8am-8pm, Friday 8am-6pm, Saturday-Sunday 9am-5pm. 

 

The good news is we’re now on top of incoming call and message volumes. On Facebook and Twitter you’ll get a reply within a day. Call wait times are also much better. 

 

Hope this gets sorted quickly for you!

Userlevel 6
Badge +2

@Sammyrobinson89 if you didn’t get an email, it’s likely that you’re now not being moved to Smart PAYG just yet. This move was paused earlier in November. 

 

If you used the PAYG+ app before, please check to see if this still allows access and top ups. If not, it might be worth a call to the Support team. Much shorter wait times this week!

Can’t top up

 

Userlevel 6
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We’re going to need more info then that to offer or suggest advice, @Andyjb9281 - have a look at the best answer (at the top) in case it helps. 

 

If it’s urgent, it might be best to call: 0330 102 7517 

Hello guys, I am going to run out of credit soon. Since Boost installed my new electric meter a few weeks ago, I have been suffering with the idea of topping up. No card was sent to me. Only a barcode which is not working on the Paypoint till. I have contacted them before and they helped me to top up online. But now I cannot get hold of them. The customer service is not helpful at all. What do I do? 

Userlevel 6
Badge +2

Hi @Mo71 sorry to hear of these top up issues. 

 

The easiest way to top up is via the app, please look for an email from us with details about this app. You’ll be able to add credit without leaving the house :)

 

The alternative is at a PayPoint with that bar code: no idea why this isn’t working, but unless it’s an iossue with the PayPoint assistant (not uncommon when an actual card isn’t provided), it might be that you need a new card, call us to arrange: 0330 102 7517 

 

Really hoping this gets sorted for you soon,
Tim

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