Solved

Why am I being charged for energy I haven't used?

D
Rank

Half of the week my boiler is switched off and I expect to have not consumed any gas while it is.

 

How come, when I check my smart meter, £2 or so has been burnt while I remain cold? Also, emergency credit has a mind of its own.

 

Kind regards,

 

Darren H

icon

Best answer by Bradley_Boost 31 January 2020, 15:21

Updated 23/09/2020 - If you’re concerned that your meter is clocking more than you’re using, you can perform a test to check the meter. Here’s a link with instructions, just let us know the result of this if it’s showing anything abnormal.

Hey @darren91 

 

Thanks for reaching out on the Boost forum about your query.

 

It’s very odd that you’d be charged for any energy usage if there is none being used in your property. It’s not uncommon to see very faint amounts of gas usage showing as some gas can escape through even when these appliances are off. But, with the charges you’ve stated, we may need to check out everything is working as it should be.

 

I recommend reaching out to the Boost team via our Facebook or Twitter pages, or send them an email at hello@boostpower.co.uk.

 

Let me know how you get on,

Bradley 

View original

23 replies

Bradley_Boost
Rank
Userlevel 4
Badge +1

Updated 23/09/2020 - If you’re concerned that your meter is clocking more than you’re using, you can perform a test to check the meter. Here’s a link with instructions, just let us know the result of this if it’s showing anything abnormal.

Hey @darren91 

 

Thanks for reaching out on the Boost forum about your query.

 

It’s very odd that you’d be charged for any energy usage if there is none being used in your property. It’s not uncommon to see very faint amounts of gas usage showing as some gas can escape through even when these appliances are off. But, with the charges you’ve stated, we may need to check out everything is working as it should be.

 

I recommend reaching out to the Boost team via our Facebook or Twitter pages, or send them an email at hello@boostpower.co.uk.

 

Let me know how you get on,

Bradley 

I'm here to give you a Boost!
D
Rank

Thank you Bradley I will prepare an email. My boiler is regularly checked so I don't expect any problems. My vision of paying for gas is that it permits me access to it from wherever it is sourced and that means the taps run while I am in credit and that I can't hold onto it for a later stage?

I will be looking for a more eco supplier. 

 

Kind regards

Ed_Boost
Rank
Userlevel 5
Badge

I think @Bradley_Boost is talking about incredibly small amounts here, @darren91, barely noticeable BUT it could be just enough to pick up on the meter.

 

If you’re concerned that your meter is clocking more than you’re using, you can perform a test to check the meter. Here’s a link with instructions, just let us know the result of this if it’s showing anything abnormal.

 

Cheers,

Ed

I'm shocking at energy puns...
D
Rank

Dear Ed, I am unable to perform tests as the only gas consumers are the radiators. Maybe I will turn down every dial and report back.
Looking on the IHD it's clocked me in as using 35p min to 45p max daily. So since Sunday while the boiler has been switched off £3.35 has vanished.

You have made great sense and I will report next week about any reduction or increase after I do my best to turn all the mechanical levers down 👍

 

Best

 

Darren

D
Rank

Hi here is day 1 of my IHD

 

D
Rank
A
B

 

D
Rank

Sorry the update for the gas was 2 months behind so here is it updated as today.

A
B

 

Nancy_Boost
Rank
Userlevel 5
Badge +1

Hey @darren91 - it looks to me like the Total: £3.35 bit is for the usage for just over a week? As the graph shows a bar for each day for a 9 day period, each just below 45p each.

Your guiding light(bulb)
D
Rank

Dear Nancy_Boost thank you for your response, similar to what Ed said it is apparent that I am being charged for incorrect ‘clocking’ beyond my control. My gas has been off for 1 week and look again at what my IHD says. I will be choosing a new supplier as I have had no explanation. If you or anyone manages to consume dead on 35p a day then please share your IHD.

A
 
B

 

D
Rank

Hi again, after inspecting the yearly summary you sent me recently, on the back it details the ‘standing charge’ which is that 35p that has been draining. So for gas and electric from you it costs 63.5p regardless of whether I have used it or not. So I could essentially detach my place from all external pipes etc and still have to pay. I guess it’s maybe a bit controversial so I won’t go into a rant.

The bill you sent me doesn’t account for the standing charge in the overall cost. However, I know I’ve spent more than you have told me I have consumed.

Thanks for your help.

 

Darren

Bradley_Boost
Rank
Userlevel 4
Badge +1

Hey @darren91 

 

I was going to suggest, due to the similar daily levels, that most of the charge would’ve been from a daily standing charge.

 

One thing to note, is if you were to ever cap an energy supply in your property, Boost can remove the daily standing charges. It appears you wouldn't be looking to do this though,  even though you appear to use it very little.

 

All the best,

Bradley 

 

 

 

I'm here to give you a Boost!
L
Rank

I topped up my account on the 25th of February with £60, and by the weekend I had to top up with another £20. This morning I got a text telling me my gas and electricity was in emergency from today and I'll need to top up again tomorrow by 10am. I know for a fact I haven't possibly used this amount of energy in the space of 10 days. And usually £30 lasts for more than a week for me. 

I'm stressed as I've no money left to top up any more and nobody is in a position to help me. Paying all this has meant my other Bill's have had to be missed. And tomorrow my supply is going to be cut off.

Has this happened to anyone else? 

Does anyone have any ideas for what to do?

L

I think there is a fault with my electric smart meter as it keeps coming up with messages saying no credit and going off when there is credit available. Also we are topping up almost every other day. £80 in 19 days! It's impossible to speak to anyone in customer service and when you do  get through they don't understand what I am saying. I have taken a meter reading to see if this sheds some light onwhat is happening but again can find no way of passing this info kn to Boost. Are there any suggestions on what I can do next?

L
Rank

In having the same problem.  I've also put £80 in my meter and it's going to cut off tomorrow.  I've got no money left and I'm stressed with this 

Ed_Boost
Rank
Userlevel 5
Badge

@Lesslee51 and @Leeb66, I’ve moved your post over here, as there’s some info that’s gonna help you out!

 

It’s very odd that you’d be charged for any energy usage if there is none being used in your property. It’s not uncommon to see very faint amounts of gas usage showing as some gas can escape through even when these appliances are off. But, with the charges you’ve stated, we may need to check out everything is working as it should be.

 

 

If you’re concerned that your meter is clocking more than you’re using, you can perform a test to check the meter. Here’s a link with instructions, just let us know the result of this if it’s showing anything abnormal.

 

 

I'm shocking at energy puns...
J
Rank

Hello all,

Was just seeking some advice. We have recently moved out of our old address (with boost) into our new house (no longer with boost). We got the keys on 11th, and by the 14th we had moved out. We returned for a few days just to clean up everywhere as our old house was rented. Since the 14th there has been no appliances switched on or used at all, to my knowledge. For the first few days following the move our daily charges dropped, as expected, to nothing more than the standing charge of 64p. However since the 21st, the app has been saying we have been using over £2 worth of electricity daily? We barely used that much when we were actually living there.

 

Anyways, I phoned up to cancel on the 29th (a bit late, I know, but had 101 things to sort out and this slipped my mind). Boost staff have said that we are liable to pay anything up to when we cancelled (29th), which is fair enough as admittedly it was my own fault I left it so late. I just don't understand how the daily charge has increased since we moved out? I get no answer from this when I asked on the phone other than "I will get a final bill in 7-10 weeks blah blah blah"

 

We have now topped up over £14 worth, to prevent being in emergency credit however yet again today, although we have closed our account, we have had a message to say we are in emergency credit and need to pay.

At a loss with it all - what is going on?!?!

Tim_Boost
Rank
Userlevel 6
Badge +2

Thanks for this info, @Jonnnyyphoenix - it’s an odd one to see so much elec usage when no one is in. 

 

Can you confirm if you’re on PAYG+ and therefore able to see daily usage on the app?

 

Can you also confirm if there’s appliances like a fridge/freezer on, and anyone entering the property and using appliances such as a hoover?

 

is there also any debt on the meter or online account?

J
Rank

Hi Tim,

 

Yes we were on PAYG+, and used the app to see our daily amounts and top up when necessary.

We left on 14th December and took all appliances with us then spent the next few days cleaning - as far as I'm aware we didn't plug anything back in . The app reflected this as expected for the first few days following; up until the 24th daily costs were minimalistic and mainly just the service charge.

Then all of a sudden from the 24th the costs shot up to >£2 a day. I can confirm by that point 100% that nothing was plugged in - we were fully moved out by the 18th and the property was empty and vacant. Its baffling to me why this has occurred! We had no debt to pay as we never let it run out.

 

I've attached a couple of screenshots of our daily use for you to see.

 

J
Rank

I've just double checked with the Mrs - she did use a hoover whilst cleaning on the 16th so that explains that cost. 

However as previously mentioned, by the 18th (and certainly the 24th!) there was nothing switched on at all.

Tim_Boost
Rank
Userlevel 6
Badge +2

That’s a clear increase from the 24th, consistently. 

 

Your options are that it’s a faulty meter (very unlikely), there’s debt being paid off (from the screenshots, I think debt repayment would show separately, so that’s a no) or there’s some usage happening there. When were you last at the property? 

 

Is a fridge plugged in with the door open for example? could be something crazy like that. 

 

See this guide on Why am I paying more than I expected for my energy?

 

 

J
Rank

We were last in there on the 18th, when we finished all cleaning.

Since then there has been absolutely nothing I can think of that would cause any usage, no lights on, no appliances (we took them with us), no plug sockets switched on. The smoke alarms are battery operated so can't be those either.

I just don't get it! 

J
Rank

Surely the meter readings would reflect  if there has actually been any usage?

Tim_Boost
Rank
Userlevel 6
Badge +2

Surely the meter readings would reflect  if there has actually been any usage?

 

Yep that’s correct, @Jonnnyyphoenix - the meter reading changes is the best way to determine actual rates of usage. 

 

I would recommend calling us tomorrow, and requesting some info on the daily readings from the 19th. If it’s showing an incremental change and there is nothing plugged in (even the fridge or freezer), I don’t blame you wanting to go down the faulty meter route. The agent can advise you on this. 

 

Hope this helps!

Reply