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App problems - why hasn't my usage updated for the last couple of days?

  • 14 August 2018
  • 9 replies
  • 800 views

Userlevel 1
Is anyone experiencing any problems with the app not updating your usage? mine hasn't updated for 2 days and is showing an incorrect credit balance, I've uninstalled the app and set it up again but it's made no difference,
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Best answer by Nancy_Boost 15 August 2018, 15:46

Hi @andie15 , @Kirsty89, @Tam75,

We experienced an issue over the last couple of days whereby customers' online balances weren't updating. As of 10.30 this morning, all balances should now have updated and be correct. If it still hasn't changed, I'd recommend logging out and back in again to refresh your account.

Do let us know if the issue is still present.
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9 replies

I'm having the same problem, hasn't updated for 2 days either
Userlevel 1
My account is only showing as having taken standing charge for the last 2 days a well.
Userlevel 1
Boost have rang me they said the credit balance is correct and it's deducting my usage but it's not showing it they are aware of the problem with the app and hope it will be sorted soon
Userlevel 5
Badge +1
Hi @andie15 , @Kirsty89, @Tam75,

We experienced an issue over the last couple of days whereby customers' online balances weren't updating. As of 10.30 this morning, all balances should now have updated and be correct. If it still hasn't changed, I'd recommend logging out and back in again to refresh your account.

Do let us know if the issue is still present.
Userlevel 1

Why isn't the app recording this data properly, 

28th June until now, shows no gas usage at all, even though I have been using it. 

 

Last two days show standing charge only. 

Money is being used from my credit, however I'm going to end up not knowing where I'm up to like this  

 

Userlevel 1

I've just checked the app again, looks like the gas has now caught up, I'll keep an eye on it

Userlevel 5
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Hey @paulwavertree,

 

I moved your post over here, as it’ll help others in the same position find it!

 

It looks like this one is due to the connection to your meters.

 

If the connection is weak, we may miss a reading when we take your daily usage, stopping us from being able to update your account and charge you. When we next get a reading, it’ll simply charge you for all usage since we last got a reading.

 

 I’d recommend getting in touch with us, so we can look to get this connection sorted. You could drop us an email at hello@boostpower.co.uk, or if you’d prefer, send us a message to our Facebook or Twitter pages.

 

Thanks,

Ed

Userlevel 1

Hi Ed

I reckon the recent WiFi access point I was using caused the gas meter to loose connection to the meter, I'll leave the access point off and monitor it, I'll contact you guys if it continues with the access point off. 

Cheers 

Paul 

Userlevel 5
Badge +1

Okay, @paulwavertree ! Let us know how you get on :slight_smile:

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