Hey @Chandler2023,

Really sorry to hear this,

If you get your father in law to contact our prepayment Support team on: 0330 175 9669. They’ll be able to book him in a smart meter appointment, then he can start the change to pay monthly with OVO.

This is all done at Boost’s end, I’d also advise he gets added to the Priority Services Register if he has COPD. 

You may have had difficulty getting this initiated if you aren’t named on the account as financially liable, you can call with your father in law if that helps.

There is lots of other support available for customers which he may find helpful:

Support available for customers who may be struggling with their bills:

Customer support package and where to apply. 

Warm Home Discount

What to do if I can’t afford my energy bills? 

Energy Bills Support Scheme

Keep us posted with how you get on. 

Thank you for your reply, is there a best time to call. as previous waiting times have been at least 45 minutes, without sounding rude, that’s not an acceptable wait time., which is why i’m  trying to do this on his behalf. 

Try Tuesday afternoons onwards.

Thank you, I will try then 

My smart meter has stopped updating and now boost have taken my direct debit 3 times in 1 week for both gas and electric. I have emailed with no reply, phoned and been cut off and the webchat seems to be permanently closed. I am now trying to contact the energy ombudsman as this is the worse service ever 

As far as I’m aware Boost is a payg supplier not direct debit so not sure of your question. 
There is no current email for account support but it sounds like you know the phone and webchat options. 
You will need to raise a complaint if you feel you aren't getting anywhere before you will get any response from the ombudsman 

Hi BPLightlog, you can set up d/d on the app and I have sent 3 emails to the complaints department but yet again there's no response. My next option is the Energy ombudsman so will keep you updated 

boost applied a £35 debt to my meter payable at £1 a day. i have never even used emergency or applied for credit.

explaination from boost is they never applied a debt and i have never payed one back. smart meter says different and so does my budget which i keep a close eye on household bills.

im gobsmacked they have took £35 of my money but they say they have'nt ! 

anyone else had this happen ?

were do i go next ????

Hi @Dawncatto60 ,

I’m sorry but we can’t help with that here. Boost runs as a separate thing, so you’ll need to talk to their team via https://boostpower.co.uk/help .

i was directed here by boost/ovo but thanks for reply iv just made a complaint to them hopefully will get some sense from them.

I've been with Boost for 7 months. I'm having nothing but trouble with Boost. I'll repeat. Nothing but trouble.

1, took me 7 months to get an IHD, I had to go to the ombudsman service in order to get this as well. IHD not working properly now I have one. Saying 'lost connection' and I'm trying to rectify this but can't. But if I've got to ring your helpline number this may involve a very very very long phone call (I'm not sure if I can spare up to 4 hours to solve a problem which should only need 5 mins).

2, Lewis Mackie from Complaints team is ignoring emails I'm sending regarding issues I'm having. I need his line manager's details in order to report him.

3, I cannot top up on my Boost App. It will not take payments from my cards. It's the energy supplier issue and not my bank as I have checked with my bank. By the way my bank says my payment is approved to Boost, but the app says it is declined. Something very very very wrong.

3, I did have £34.00 approx on my Boost App but now it shows 0. How can it just wipe away? Something very very very wrong.

4, whenever I ring Boost, waiting times to be answered can be anything ranging from 45 mins to 1 hr 45 mins to be answered. Then when you do speak to a human being you may end up passed to at least 6 different people where you need to explain your issue to each person before anybody can even offer a solution. And also you may end up speaking to people who have very low ability English speaking skills. In other words you sometimes need to speak to an agent as if you are speaking to a 4 year old - this is extremely frustrating.

5, emails ignored on a frequent basis. Phone calls have even been hung up on too . This is extremely bad and ignorant.

Just why is your customer service so bad? It's bad bad bad. When will it get better??

Hi @sjfarrell77 

I’m sorry to hear about the trouble your’re having with BOOST.

BOOST are our sister company (a trading name used by OVO for our Pay as you Go customers) and so we don’t have any access to BOOST’s systems to help in this case.

You’ll need to get in touch with BOOST directly to resolve this: https://www.boostpower.co.uk/help/.

You can also log a new complaint if you wish to do so regarding the customer service: https://www.boostpower.co.uk/feedback

Hello.I have a Boost app on my phone which I use to top up my meters.Payment usually is fine but sometimes the payment doesnt show on my meter and I have to manually imput the Payment Code number which appears on my invoice.However 2 days ago I paid £10 on my electricity account and it did not go on my meter and also on my invoice there is no Payment code on my invoice to allow me to manually do it.Can you advise?

Hey @Cab ,

Please ask Boost Support for help there. 0330 102 7517 or https://boostpower.co.uk/help 

I received a bill through the post today (6th January) for the following

Charges for the period 18th March 2023 to 18th March 2023

Electricity - £0.37 (1 day standing charge)

Paper Communication Charge - £4.76

Paper Communication Charge - £4.76

Paper Communication Charge - £4.76

Paper Communication Charge - £4.76

VAT at 5% - £0.26

TOTAL = £20.39

I have proof that my account was paid off in full with zero balance and I never agreed to receive paper communication in the first place.

Sorry, but we can’t access accounts from here. Please try https://ovoenergy.com/help or https://ovoenergy.com/feedback 

I did, no-one can help!

In that case, please read https://ovoenergy.com/feedback fully. There are more options there.

If you can’t help, just say. Stop wasting my time.

We already advised that we can’t access accounts from here. This forum is volunteer led, not OVO employee led.

Please pass on my feedback that all of you should have access to it. It is unacceptable for me to receive a letter Saturday morning telling me I owe OVO money but can’t do anything about it until Monday.

That feedback cannot be actioned. As a forum volunteer, my lack of access to internal systems is by design and intentional.

Then what’s the point in this forum? Thanks to OVO for ruining my weekend.

This forum is intended for two primary purposes:

• Community led peer-to-peer support from other members who might have answers to your question, but we don’t handle account specific matters here - however, we can answer many questions that most suppliers customer service teams don’t have answers to and have done this thousands of times
• Discussions about greener living, the tech behind it and also about saving energy

Separately, it also enables feedback to be submitted to OVO about the online tools provided.

And not a single apology all this time. Says it all about how OVO has treated me. No reply necessary.