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New customer who's not received my top-up key and card


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Not received my top-up key and card, and my energy switches over tomorrow. How can I contact someone, please?

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Best answer by mattj3135 28 March 2018, 17:08

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Updated on 08/12/21 by Tim_Boost:

Your key and card should be posted in a 10 day window either side of your supply start date. Carry on using your existing (old) card and key till ours arrive. When they do, follow these instructions:
 

If you’ve recently switched to Boost and this is your first time topping up as a Boost customer, you’ll need to start by registering your electricity key – and your gas card if you’ve got a traditional gas meter as well.

Remember, you should run down any existing credit on the meters as far as possible. If there’s credit left on either meter, you’ll need to ask your old supplier for a refund.

To register your new key and card, put them into the relevant meters for at least a minute. The gas card will beep to let you know when it’s registered.

Now you’re ready to top up!

  1. For electricity and gas, take your key to any PayPoint, and ask them to top it up. 
  2. When you’ve handed over your key or card and paid for the top-up, the shop assistant will load the credit onto your key or card. 
  3. When you get home, insert your key or card into the relevant meter. Always follow the instructions on your meter. 
  4. When you’re using your key to top up your electricity meter, make sure the arrow on the key is facing upwards. The new credit should show automatically.
  5. When you insert your gas card, make sure the gold-coloured chip is facing the meter display. Press and hold the red ‘A’ button, and the credit will appear in your meter.

We recommend you keep your receipt each time you top up, in case there’s a problem – for example, if the money doesn’t appear in your meter – and we need to investigate it for you.

These instructions are for traditional PAYG meters. Some energy customers have ‘smart’ PAYG meters, which you would top up differently.

If you don’t have any cards or keys and you need to add credit after your supply start date, reach out to our Support team:
 

Webchat and Facebook / Twitter:

Monday - Friday

08:00-20:00

Saturday & Sunday

09:00-17:00

Bank Holidays

09:00-17:00

 

Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday

08:00-18:00

Saturday

09:00-14:00

Bank Holidays

09:00-17:00

 

Emergency Phone: 0330 102 7517 (0117 370 1041 from a mobile)

Monday - Friday

18:00-20:00

Saturday & Sunday

14:00-17:00

 

Hi @Beaverteeth welcome and thanks for posting,

Normally there is a 10 day window for you to receive them spanning from 5 working days before you come on supply to 5 working days after.

Sound like there is still 5 days to receive this but if they don't arrive in this time frame, you can message the Boost team through Facebook, Twitter, or email. The team will generate some codes for you to pick up a key and card at a nearby stockist.


Hope this helps

Have I made a mistake moving to boost, when they can't even supply a new credit key on the date they take over the account. I ran down my credit as suggested and awaited the key to arrive, now 4 days have passed and still no key, I phoned and was told it can take up to 5 days. I'm having to pop to the shop daily now to keep myself in credit. Not a good start by boost.
Day 5 and still no key, very poor customer service
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Hi @tig what you were told is correct. It can take up to 5 working days after coming on supply for you to receive your key/card. if your top up card hasn't arrived in today or Mondays mail please reach out to the customer care team for a replacement key to be sent instead.

In the meantime, please use your old suppliers key/card if you need to top up.
Need a new card office closed?
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So my meters are almost ran out, I had to turn on the emergency credit and tried to top up yesterday but my switch over date was the 25th and was supposed to receive some key cards which of course never arrived. Rang the line and couldn’t get through. I have 75p emergency credit left and I really don’t know what to do, it’s an absolute joke there’s no contact on a Sunday and I’m starting to panic. I’ve tried to register with the Boost app and that and it’s frankly impossible, I have no customer number and apparently my email hasn’t been registered with them even though I did that over the phone. Anyone any ideas on what to do, barring buying a load of candle and hoping for the best?
Still awaiting my gas and electric cards to arrive. Due to be switched tomorrow? Supposed to have received them last week.
Having just received a letter today about the change over that was yesterday, and being told that we will receive a new key and card 2 days prior and not received them yet, plus reading on and it says not to top up too much on old card/key to much, what is too much? i only ask as i am currently sat in my house with no heating, freezing searching for answers as to how much do i put on my old card or key, can someone please help me with some answers have tried ringing but cannot afford to be on hold for 45 mins and the other phone line is out of order, i am know, spent the last 20 mins signing up to this forum in a last attempt to gain some answers, a very confused customer and anew customer somewhat uneasy of this take over.🙄😫
Hi I need help,
Ida received mail to say i have been switched of to you & that my electric key should have arrived days before th i letter but as of yet i have received no electric key to top up my meter. WHAT DO I DO!!
I joined Boost from EE. My contract started on 29th January. My new key was supposed to arrive no later than 2 days BEFORE my contract was due to start. The key has not arrived. I do have some EE credit left so I'm living off that atm. I have emailed twice with no response and tried to phone 3 times. Waiting times were 155 mins, 172 mins, 179 mins and 93 mins. Can't afford the cost of the call. 3 hrs @ 50p a minute? Almost £100 on a phone call? Don't think so!!!! Awful customer service. No better than EE.
What do i do when my credit runs out and no new key? My flat is all electric. I won't even be able to make a hot drink. Where is my key?
I think i will be moving to a more reliable supplier. this is pathetic.
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@poshtart, @Daveyand @Harry Dalton@Shelley0410 - I've moved your posts over here. Hope this gives you the info you need!
I’ve swapoed both gas and electric but only got gas card no electric key my swap date was 2 weeks ago I’m waiting for smart meter sud I get electric key aswell
I have no gas or electric keys . Boost said the move is complete .. I dont think so
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@Carlystepney , @Wendy Taylor and @Maurice - I've moved your posts over here where you can find information about your new cards arriving.

Sorry for the delay in getting back to you. We've been extremely busy in the last couple of weeks after inheriting Economy Energy's customers as they've ceased trading. We're working really hard to get back to everyone as soon as we can - we're sorry for any inconvenience caused.

I haven't received my electronic cand and my moving date is 2 day

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Did this arrive in the post, @Misty18 ?

 

Sometimes the Royal Mail can be held up a few days. Make sure to carry on using your old ones until ours arrive. 

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Anyone else not have top up cards? I still don't and cannot top up 

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Hey @Kerry hazell,

 

I’ve moved your message over here, it’s got some good info on this topic!

 


Normally there is a 10 day window for you to receive them spanning from 5 working days before you come on supply to 5 working days after. Sound like there is still 5 days to recieve this but if they don't arrive in this time frame, you can message the Boost team through Facebook, twitter, email or phone. https://www.boostpower.co.uk/help#contactnumbers.

Hope this helps

 

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1 February - move into new home, find out gas and power meters are prepaid and previous tenant was with boost

3 February - set up boost/ovo account, am informed that cards are in the post and will arrive after 3 working days. Not ideal to have to wait that long, but ok fine

4 February - Wait until 10pm so technician can come and top up the gas meter with emergency tenner.

12 February - Cards havent arrived. Have been using emergency gas credit for showers only as having the technician over isnt ideal for us, and I want the credit to last as long as possible. I call boost and ask where they are, person at call centre cant understand why they havent arrived but requests more and assures me they’ll be there soon.

27 February - Where are my cards? I just want my cards. Why is this complicated? I call boost again, person on the phone explains that I can also collect cards from a paypoint, would I like to do that? Yes, its been the coldest month of the year without heating, I would love to do that. 

29 February - Have now been to 4 paypoints and none of them have any cards, all looked a bit confused when I asked if they have any new cards. 

 

Can I please, please, please, please, please just have the cards I ordered a month ago, or could I please be directed to a paypoint store that has cards in stock? We’ve gone without heating in February because of you. This is the Fawlty Towers of power companies, honestly what a nightmare. Are there any cards available anywhere and can I please have one?

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Hi @ppoiter,

 

I’ve moved your message over here, so more customers can benefit from it.

 

That’s really annoying, as mentioned in the original answer, you shouldn’t have to wait longer than 5 working days to get the cards to your address.

 

I’d recommend getting in touch with us again, but this time making sure the address is written down correctly, as this could be the issue.

 

You can call us on 0330 102 7517 between 8am - 8pm Monday - Friday, or 9am - 5pm Saturday, or send a message to our Twitter or Facebook pages.

 

Cheers,

Ed

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Thank you for getting back to me @Ed_Boost 

Will call again today. Can I take this to mean that there is nothing unusual happening with cards at the moment? Because the technician who gave us the top up said boost are having trouble getting cards to all new customers

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Hey @ppoiter,

 

Please let us know how you get on.

 

Yeah, we’ve had no information to suggest there’s an issue with this, but sometimes information provided by engineers don’t always fall in line with how Boost systems operate. This is frustrating for customers, as well as confusing!

 

All the best,

Userlevel 1

Hey @ppoiter,

 

Please let us know how you get on.

 

Yeah, we’ve had no information to suggest there’s an issue with this, but sometimes information provided by engineers don’t always fall in line with how Boost systems operate. This is frustrating for customers, as well as confusing!

 

All the best,

Called on Tuesday, was told a card is being couriered by Today - nothing arrived. I also checked that they might have my address wrong, apparently that isn’t possible because addresses are autofilled. Why is no one able to give me any useful information about this? Why is it so hard to get my cards sent? Its been over a month, please can I just have a prepaid gas card? Is there a directory of paypoints that definitely have them?

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Hi @ppoiter 

 

Boost do have a specific list of gas card stockists which can be accessed by all agents. We’d need to check your address wit this list to make sure there is one you can visit and collect a new gas card.

 

Reach out to our Boost team via their Facebook here, or give them a call on 0330 1027517, between 8am - 8pm to chase.

 

Cheers,

Boost took over my gas 4 days ago, on the 30’th April.

I called a few days prior to tell them I had not received a Gas top-up card, and that my App for topping up my Electric (Which had switched over sooner) still was not working.

I was promised that a Gas card would arrive in time, and that no matter what, Gas would not be cut off.

I woke up this morning to no gas. And I do not have the old card to top up with.

I am now on a £5 emergency credit.

Also, my App still doesn’t work. 

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