We're changing PAYG+ to PAYG Smart - FAQs here!

This is probably why my boost app hasnt updated for 13 days now apart from the daily standing charge.

Can you tell me, once the new app is available will the credit balance automatically switch over to the new app?

I’ve had no problems with boost for the past 2+ years. Now you’re ‘upgrading’ it, but whats really happening is we’re losing functionality. I liked the rolling top-up feature. Set it and forget it. Now I’m going to have to manually top up every week instead. Also the energy usage on the IHD is less helpful than the app usage reporting feature. I was hoping for increased information in the app, like day/night energy usage. Now I find its all going away? 

I am very annoyed at Boost, received an email from them telling me that they are making some changes some of which I have listed. My thoughts are after the **

 You’ll get a new Boost app - we’ll tell you all about it in a few weeks and give you a link to download it  ** great I can't wait!

 You can’t track your energy use in the new app - but you can do it by looking at your meter or your IHD  ** the IHD (In Home Display) is a pain to use at times.

£30 Emergency Boost won’t be available in the new app - but you can activate £5 straight from each of your meters, or simply call us if you need more  ** wonderful, more time in a queue. 

Our text, email, and app credit alerts will stop - but an IHD can tell you when you’re running low   ** if you forget to check the IHD you will find out when you lose power.

 You’ll need to top up your gas and electricity meters separately - they won’t automatically share your credit anymore.   ** let us make life even more difficult for you by making you track 2 balances and top up twice.

Winter Wallet is coming to an end. If you’ve got savings in yours, they’re still safe and sound: we’ll pop them into your account as credit. ** being able to save money ready for winter helped a lot.

** In my view they have taken a very useable service and looked into how to make it harder for everyone.  If you are on a low income then having one top-up to cover both meters is easier as you won't run out of electricity and have a big credit on the gas or vice versa.  

If you are elderly or disabled then stopping text and email in preference to the IHD could be troublesome.  With text and email you can set the font size to make it easier to read, the IHD has no way (that I can find) to change the font size.

Guys this is a total regression on features, you're making your stance in the market less appealing. There's no real explanation as to why you're doing this too, you can only assume you're going to try and repackage and sell these features back to us with a + upgrade or something along them lines.

If you value your business and customers you'd stop this regression, it will only be inevitable that you'll hemorrhage customers due to this focus.

Do the right thing and leave things as they are, and build on the features you have, not take them away and try and sell them back.

I've had to register to post how unhappy I am about this "improvement" You're taking away all the really useful facilities of the payg+ app and replacing it with a substandard version!

I can already top up anywhere, top up BOTH accounts at the same time and check my usage very easily. I also use the winter wallet every year, another great idea, now gone! If you do carry on with this change then I will have no option than to take my business elsewhere!

I suppose the good times wouldn’t last forever its a shame but this is the beginning of the end for BOOST, everything that made the service different and better has been stripped. I will be searching for a new supplier tonight and doubt I will be the only one. Trust has also been lost as you have presented a de-evolution of your services as a great thing for us how? Can someone from BOOST please break down how this is better for ANYONE. It’s not better, with the current app I can clearly see how much gas I am using and its cost, how much electricity I am using, and its cost. All from one single account how does having that split benefit me. The £30 breathing space gave me a great deal of wiggle room throughout the month £5 on 2 separate meters will affect this and I now expect to have multiple cut off throughout the month, the reason I moved to BOOST was to eliminate this as it was a problem with previous suppliers and you have now switched to the model that has caused us all so many problems. 

You were a good company and you will be missed but we all see how companies like BOOST have been coming and going in recent years. I’ll not be waiting for the inevitable failure and closure of BOOST it happened before and I was shipped back to a supplier I had left as the new supplier closed.

Anyone moderating these forums I’d run back to your bosses as quick as you can and tell them there is 0% support for this change and feel free to refer to your clients as rats (deserting a sinking ship)  

*UPDATE #1 - 5 mins later: OCTOPUS ENERGY is the front runner for me at the moment.

See how easy it is. BIG BIG MISTAKE BOOST

*UPDATE #2 - 15 mins later I’m switched as of OCT 10th. Fixed-price £90 a month (in winter I was putting over £250 a month in summer about £80 - £100) and there is extras for my disabled child.

BOOST was right this is the best thing they could have done….FOR ME not them!! 

I will be also looking to move when I find someone to go to . how are you meant to check your meters when you are on holiday or in hospital and will also miss the winter wallet 

Thanks for reaching out here to let us know your thoughts on this change. It’s really good feedback, and I’m keen to understand it better so we have this insight and can use it to better shape PAYG Smart. 

Our moderators will be checking these comments to answer any specific technical questions you have. But for now, @Emm_jay76 @Craig5201 @MikeYorks @adipauleng @Paceee @ferret76 @Happyhaddock @Ian_C @Namirred @Patrick Wills can you tell me the feature you’ll miss most from PAYG+ and why? 

There’s no doubt that the new Smart PAYG is a more simple proposition, with a clear per-meter balance and easy to use layout. So help us to understand what bits of the old you will miss. And also please come back to use in October to let us know how you find the new app!

For me it's being able to check my balance/usage for both accounts,and top up from from anywhere, especially while on holiday! I also use the winter wallet each year as it makes budgeting for winter so much easier.

I really hope you do take our comments on board and stop these backwards changes. I'm sure you have no wish to alienate and lose your customer base, especially in these uncertain times.

For me it’s 

1. balance To be able to see it when ever we want

2. wallet  as we don’t have to remember which meter to top up on ( that’s why I join up to ovo/ boost )

3. Extra emergency credit as we don’t have to call up and ask . If the app did all we need then staff can help more people instead of sorting extra credit out 

For all the changes you are making to the system is utter rubbish. For me it was so easy to open the app add money and also save in the winter wallet so come the winter time I dont have to worry about topping up for a while. The ease of just opening the app up and seeing how much you got left and if your close to an empty balance the texts the emails was great. 

With what your doing now will make it alot harder as I don't have an ihd unit never have done and to now needing one of these and also spilling the payments down to the middle to top each meter is appalling. 

As a company your suppose to move forward not backwards. If I wanted to spilt my payments down the middle I would of stayed with a key meter and now with a smart meter. Seems like boost has taken 3 steps back in listening to there customers and making things harder at the same time. 

There’s no charge, @Happyhaddock, please pop the team a message on Facebook, we’ll get one ordered for you.

Thanks!

That’s odd to hear, @Craig5201, we don’t charge for IHD’s, pop the team a message on Facebook, we’ll check this out! 

Thanks.