The whole reason I Joined is for the convenience of managing my account on my phone.
The new app is a backward step in every way. if it does not change and become more user friendly I will leave and find another supplier.
Best answer by Tim_Boost
View originalI feel exactly the same way, I dont know what the heck is going its awful. I've left a question on here not long ago.
i’ve no idea why they changed it.
Probably because they will charge you more for that service down the line??
The old app and service was great, this is total rubbish.
It certainly is rubbish the manager has been online to post about FAQS etc but ignored my question here in the forum and my private message. I cant access a balance anywhere my meter is blank with a red flashing light there is no where to see your balance on the app either when your supposed to be able to use the app to see your balance and I had over £79 on the old app and want to know what happens to that money I put on once I registered to the new one. I hope I havent lost all that money from before I registered.
This change is total rubbish, for all the reasons above. Just tried calling them, no chance of getting through without a 40 minute wait.
is this still the same company- hate this type of thing.
looking to move supply tonight, absolutely disgraceful
+2
Thanks for this feedback,
We are seeing large calling volumes, likely as a result of a combination of the change smart PAYG generating lots of contact, as well as the usual high contact we see in colder weather. We’re doing our best to increase bums on seats to take your call and we are thankful for the patience of anyone who is in a queue.
Thanks for the feedback regarding waiting times Tim, but can you answer the fundamental questions regarding why the new app is so poor and hasn’t the functionality of the old one??
Understand this Tim, but what’s going to happen with this excuse of an App you have given everyone, it’s totally pointless?
+2
Updated on 06/10/21 by Tim_Boost:
Yes, but it might take up to 3 days to show after downloading the app for the first time. Your balance will be updated each day after midnight. That said, if your meters aren't communicating with us frequently, your balance might not show at all – or be out of date.
It could be that you don’t have the latest version of the Boost Top-up app. You need to download it (App Store or Google Play) and use it to top-up – your balance will then show after midnight.
One thing to note is that your balance might take up to 3 days to show after downloading the latest version.
There’s also a chance that you can’t see your balance because the connection between us and your smart meters has dropped out, and we’re not receiving data. This might happen on some meters as we experience a few teething problems with the new app. But rest assured, we're looking to fix them as soon as possible. You can find more about this in our troubleshooting FAQs section (below).
The balance feature isn’t available in your internet browser yet, but it’s something we hope to add in the future. Download the app (App Store or Google Play) or read on for alternative ways to view your balance.
If you have a SMETS1 smart meter (the one with a keypad), press 7 on the meter’s keypad to see your balance. You can also press 5 on your meter to see how much debt you have left.
For SMETS2 smart meters (which has 2 buttons on the electricity meter and 3 buttons on the gas), such as our Aclara electricity or Flonidan gas smart meter, your balance will always display on your IHD home screen and on the screen of the meter itself.
Press the Menu button in the bottom right of the screen and select Settings. You can change the view of your home screen by selecting Home Screen. This will give you 4 different layouts to choose from. Use the left and right arrows to scroll through the options, including one which shows your balance.
The app balance gets updated once a day after midnight. If you've used energy since midnight or if you've topped up since the time your energy balance updated on your app, then your app balance will be out of date.
If your meter isn’t communicating with us, then your balance won't update in the app. But the IHD will communicate from your meter throughout the day to stay up to date.
This depends on the type of meter you have. A SMETS1 (the one with a keypad) or a SMETS2 (which has 2 buttons on the electricity meter and 3 buttons on the gas).
If you have a SMETS1
Press 7 on the meter to see your credit
Press 5 to check your debt balance
If you have a SMETS2
You’ll always see how much credit you have on your In-Home Display (IHD) screen, rather than on the meter itself
A SMETS1 meter has a meter keypad with numbers, and a red and blue A and B button.
If you have a SMETS2 smart meter, it’ll just have the 2 red and blue buttons, but no keypad.
It’s normal for smart meters to lose signal from time to time, just like mobile phones. This means it might take longer than usual for your top-up to show up as energy credit. It shouldn’t take more than an hour to see your top-ups on your meter, but you can always add them manually too. Read on for more info.
After making a payment, it takes up to 30 minutes (for electricity) and 60 minutes (for gas) for the money to show on your meter. If it doesn’t, you can give it a little push.
For this, you’ll need the 20-digit code on your PayPoint receipt. This is why it’s always best to keep your receipts safe.
Press A on your gas or electricity meter
Enter the code from your receipt
Tap B to confirm and it’s all done!
If you top up online or via your app, PayPoint will either email them to you or send them via text.
If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on, so make sure all gas appliances are off before trying to reconnect. If the meter has disconnected, you can reconnect it by pressing A, A, B (SMETS1) or holding A and B at the same time (SMETS2).
1. Activate your emergency credit using your IHD
When your balance drops below £5, your IHD will flash and tell you that you can activate the emergency credit. If you don’t, it’ll then flash again when your balance is below 50p:
Navigate to the main menu
Click on Account
Press the emergency credit button
(You’ll find more detailed information on what to do in your IHD booklet.)
Press the 7 on the keypad
You’ll see a message saying EC OFFER – tap A to accept the emergency credit or B to ignore
Then tap B to confirm
By pressing 7 you’ll see whether the credit has been activated – it’ll tell you EC SELECTED
You can tell if you’ve got a SMETS1 meter, as it will have a meter keypad with numbers, and a red and blue A and B button.
If you have a SMETS2 smart meter, it will just have the 2 red and blue buttons, keypad.
Smart meters can stop communicating with us for a number of reasons. If your top-up hasn't appeared on your meter, follow the instructions below to add your credit manually..
There are 2 ways:
1. Using your IHD – this is the easiest and fastest way:
Tap the menu icon at the bottom right of the screen
Press Top-Up
Choose the fuel you want to top up
Press OK
Enter your PayPoint code
Tap OK
The IHD will then confirm that your money has been added to your meter
2. Using your meter
For electricity:
Press A on your meter until you see Enter Top Up Code
Press and hold A to begin typing
Enter your code using the A and B buttons to navigate through the digits
Press and hold B when complete
The meter will show you one of these messages: Top Up accepted or Invalid
Press A to continue
For gas:
Press C on your gas meter to enter the menu
Using A and B, scroll to Prepayment and press C
Tap A and B until you see New Payment
Press C to select it
Use A and B to enter your code
Tap C again
If you’ve lost power and your top-up takes your balance above £0, your meter will start doing safety checks. If it detects gas, the power won’t switch on. If the meter has disconnected, you should be asked to press any button following a top-up to trigger a reconnection.
1. Activate your emergency credit using your IHD:
If your balance drops below £5, the IHD will tell you that your emergency credit is available:
Press the menu button
Tap E-Credit
Select the fuel you want emergency credit for (gas or electricity)
Press OK
The IHD will confirm your request
You’ll see Emergency credit in use next to the fuel you’ve added it to
2. Activate your emergency credit using your meter
For electricity:
If your balance goes below £0, your meter will say EMC available:
Press A to cancel or B to activate it
You should now see 2 emergency credit balances. The first is how much emergency credit you have left and the second shows how much has already been accepted
If you select the emergency credit, you’ll see an EC sign on the display at the bottom-right corner
For gas:
Press any button on your gas meter to wake up the screen
If you have any emergency credit available, you’ll see an EC logo on the screen, next to the signal bar icon
Press C to enter the menu and B to scroll to Prepayment
Tap C to enter
Press B to scroll down to the Emerg. Credit option, then C to enter
If the status says Available, press C to accept the £5 emergency credit (you should hear a beep sound and the status should change to In-Use)
You can check your emergency credit balance by going through the same menu options until you see Limit and Remaining
Once again you are totally missing the point!!
Why isn’t it shown in the APP, that is why I switched to you in the first place.
Currently there is no reason to stay with your company as you now don’t offer the service I came to you for.
Pressing 7 on my meter doesnt show me anything to do with my current balance, and the new app doesnt either, is there ANY WAY to view my current balance so I know how much is left? Why mess with something that worked completely fine.
Id topped up £15 returned to the older app to check and it says we are switching you over and wont even show me there now.
The whole reason I Joined is for the convenience of managing my account on my phone.
The new app is a backward step in every way. if it does not change and become more user friendly I will leave and find another supplier.
I completely agree! Can’t get my balance, my IHD has never shown a balance! No new top up card received. Have tweeted but no reply, can’t get through on the phone……...rubbish service! I suspect they want us to top up blind so we spend more than we need.
I’ve just had to top up as I don’t know what’s on the meter, just spotted minimum is now £10, I’ve just been made redundant and dealing with this annoyance is the last thing I need when I need to budget every single penny. Dawn, I think your right, they have stopped the £30 credit facility they had which was useful and now using us build a cash balance. My gas is moving on the 17th, to a direct debit plan, smart meter with top up facilities, best of both world really - electric will move shortly after.
just to add a note; I don’t like getting emails from ‘Economy Energy’ either - makes you feel like a second class citizen when these are the dearest tariffs on the market - not happy.
I’ve just had to top up on both too as no facility to check usage/balance and I’m sure it said when it was changing over we wouldn’t receive texts to let us know balance was low, so how you supposed to check your balance if you’re at work?
This new app is totally rubbish and am definitely looking into a new energy supplier. I couldn’t fault them previously but this is a joke!
My meter is not in my house. In fact, it is technically attached to my neighbour (in their garden) and so I don’t have easy access to my meter.
So what was the point of removing the in-app balance? I do not understand the logic of this and I haven’t seen anyone from Boost justify this change.
I am asking this very same question. The app has now just turned into a glorified electronic doorstop. Gone from being useful to just being there to top-up. You are as well getting rid of it and going back to just using a card to top-up.
My meter is not in my house. In fact, it is technically attached to my neighbour (in their garden) and so I don’t have easy access to my meter.
So what was the point of removing the in-app balance? I do not understand the logic of this and I haven’t seen anyone from Boost justify this change.
Absolutely ridiculous, the new app shows no useful info, and they are not sending emails to alert you of low balance! I guess when the lights go out, it's time to top up!
My meter is not in my house. In fact, it is technically attached to my neighbour (in their garden) and so I don’t have easy access to my meter.
So what was the point of removing the in-app balance? I do not understand the logic of this and I haven’t seen anyone from Boost justify this change.
Absolutely ridiculous, the new app shows no useful info, and they are not sending emails to alert you of low balance! I guess when the lights go out, it's time to top up!
We are as well not even have the app now. Talk about shooting yourself in the foot with something like this as an app for customers. Then when you try to call they say because of their changes they have to make priority for others, well new provider is on the cards here.
The whole reason I Joined is for the convenience of managing my account on my phone.
The new app is a backward step in every way. if it does not change and become more user friendly I will leave and find another supplier.
i totally agree with you chris. same reason here. i need to access this while abroad. no good to me on a display at home. im hardly ever there
In response to your balance not showing in the app, you’ll be able to get an In Home Display that shows you this. If you don’t have an IHD already, request one by Facebook and Twitter or phone: 0330 102 7517
In the meantime, you can view your meter balance by pressing 7 on the smart meter keypad. It will show you emergency credit info and then the current balance will be on the next screen.
You can also use your smart meter screen to activate your emergency credit.
Start by pressing 7 on your keypad.
To accept the emergency credit offer, press A on the keypad.
If you’ve changed your mind and don’t want to activate your emergency credit, just press B.
Once you’ve activated your emergency credit, you can check up on it by pressing 7 on your smart meter keypad.
If you’ve still got some credit left, the screen will first display ‘E-CREDIT’ and then ‘IN USE’.
If you’ve used up all your emergency credit, the screen will first display ‘E-CREDIT’ and then ‘USED UP’.
If you want to know how much you need to repay (including the emergency credit you’ve used) to reconnect your supply, press 7 again.
how is this done from another country? without the feature in the app, this is useless. also, i tried to top up both on the new app, as its not 2 separate transactions, my card issuer had flagged it as fraud. this new app and way of using your energy is completely useless. the old app was better, user friendly and made it easier to manage. now we have to be mind readers and play the guessing game.
very disappointed, very unhappy customer. and to be 240th in a queue when calling customer services. disgusting.
i shall be leaving as soon as i physically can
I’ve just had to top up as I don’t know what’s on the meter, just spotted minimum is now £10, I’ve just been made redundant and dealing with this annoyance is the last thing I need when I need to budget every single penny. Dawn, I think your right, they have stopped the £30 credit facility they had which was useful and now using us build a cash balance. My gas is moving on the 17th, to a direct debit plan, smart meter with top up facilities, best of both world really - electric will move shortly after.
just to add a note; I don’t like getting emails from ‘Economy Energy’ either - makes you feel like a second class citizen when these are the dearest tariffs on the market - not happy.
hi *garyh, which supplier are you changing to? the ability to top up and have a credit meter sounds ideal. cheers andy
I’ve just had to top up as I don’t know what’s on the meter, just spotted minimum is now £10, I’ve just been made redundant and dealing with this annoyance is the last thing I need when I need to budget every single penny. Dawn, I think your right, they have stopped the £30 credit facility they had which was useful and now using us build a cash balance. My gas is moving on the 17th, to a direct debit plan, smart meter with top up facilities, best of both world really - electric will move shortly after.
just to add a note; I don’t like getting emails from ‘Economy Energy’ either - makes you feel like a second class citizen when these are the dearest tariffs on the market - not happy.
hi *garyh, which supplier are you changing to? the ability to top up and have a credit meter sounds ideal. cheers andy
I’ve signed up with bulb. Only downside is I have to wait 3 weeks to switch but will be worth it!
I’ve just had to top up as I don’t know what’s on the meter, just spotted minimum is now £10, I’ve just been made redundant and dealing with this annoyance is the last thing I need when I need to budget every single penny. Dawn, I think your right, they have stopped the £30 credit facility they had which was useful and now using us build a cash balance. My gas is moving on the 17th, to a direct debit plan, smart meter with top up facilities, best of both world really - electric will move shortly after.
just to add a note; I don’t like getting emails from ‘Economy Energy’ either - makes you feel like a second class citizen when these are the dearest tariffs on the market - not happy.
hi *garyh, which supplier are you changing to? the ability to top up and have a credit meter sounds ideal. cheers andy
I’ve signed up with bulb. Only downside is I have to wait 3 weeks to switch but will be worth it!
cheers for that. ill give them a go
I’ve just had to top up as I don’t know what’s on the meter, just spotted minimum is now £10, I’ve just been made redundant and dealing with this annoyance is the last thing I need when I need to budget every single penny. Dawn, I think your right, they have stopped the £30 credit facility they had which was useful and now using us build a cash balance. My gas is moving on the 17th, to a direct debit plan, smart meter with top up facilities, best of both world really - electric will move shortly after.
just to add a note; I don’t like getting emails from ‘Economy Energy’ either - makes you feel like a second class citizen when these are the dearest tariffs on the market - not happy.
hi *garyh, which supplier are you changing to? the ability to top up and have a credit meter sounds ideal. cheers andy
Hi Andy, it’s eon for the gas, if it goes smoothly they will do electric afterwards. Don’t know how good they are but it sounded like a good thing for me, cheers Gary
I’ve signed up with bulb too… I know companies can drop the odd bollaric, but, this seems so amateurish its beyond belief…
5 Worst part, which done it for me… Hanging up on customers, especially when its an emergency, no company should do that, and to me, thats the point where I stop and move on, because it is a sign that they arent bothered, no matter how many times you read the words “sorry”, because lets face it, companies in the modern world have whipped that word into white noise on the reasoning they’ve changed something that isnt actually broken to help the bottom line and its all went pear shaped… No matter how they dress it up with their marketing…
That is all this is an exercise in, and, it obviously hasn't been worth it by the looks of it!
It seems you like to skate round the issue of not being able to see your gas and electric balance on the new app and refer to the ihd and meters. My meters have no keypad and all my ihd displays is some information about my gas account but not electric. Please explain as i jave no idea how much i have on my duel accounts.
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