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The balance on my app isn't changing - why is ithis?

  • 16 July 2019
  • 3 replies
  • 457 views

Userlevel 1
I had my smart meters installed last week - I have the app on my phone...I'm aware it's one balance that covers both meters - however...when I check my app my balance hasn't changed since I topped it up and my charge for the whole day is literally just the standing charge. I googled how to check the balance on the meter and after it displays Credit > Using now, it shows a different balance than my app shows - this was supposedly meant to be easier for me as I have a house with two people with special needs in but thusfar I feel rather confused and a little concerned that the balance is going to catch up and suddenly need topping up.



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Best answer by Ed_Boost 16 July 2019, 11:17

Updated 27/05/2020 - Check out our PAYG+/MyBoost FAQ here for lots more info!

Hi @FerretDragon,

If you have PAYG+, which gives you access to the app, then the meters shouldn't show your balance, as we need to put the meters into a different mode.

In this instance, it may be that your meters have weak signal, which means we aren't always able to get a reading, which in turn means we can't update your balance.

I'd recommend getting in contact with the team so we can check on this for you, and get it sorted.

You can email them at hello@boostpower.co.uk, or if you'd prefer, you can contact us via Facebook or Twitter.
Cheers!

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Userlevel 5
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Updated 27/05/2020 - Check out our PAYG+/MyBoost FAQ here for lots more info!

Hi @FerretDragon,

If you have PAYG+, which gives you access to the app, then the meters shouldn't show your balance, as we need to put the meters into a different mode.

In this instance, it may be that your meters have weak signal, which means we aren't always able to get a reading, which in turn means we can't update your balance.

I'd recommend getting in contact with the team so we can check on this for you, and get it sorted.

You can email them at hello@boostpower.co.uk, or if you'd prefer, you can contact us via Facebook or Twitter.
Cheers!

Hello people!

We have had many problems with joining Boost PAYG+, we joined nearly 10 days ago, i received a email/text saying balance is low top up (8th May) the balance has never updated, for the last week we have been on the phone numerous times, the balance still hasnt budged, we have had many different excuses and no one have fixed the problem? our account is now saying we joined on the 15th may? its now only taking the standing charge amount from our balance? going off the fact they said we joined only on the 15th may, does the app usage update over a weekend? We really are at a loss as to what to do now and losing patience very quickly!

Userlevel 5
Badge +1

Hi @SteR,

I’ve moved your post onto this topic about a similar issue.

It sounds like your online account might have been set up on the 15th. Otherwise, the communications issue mentioned above might be the cause.

Get in touch if you’ve not noticed any changes.

Thanks

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