Coronavirus Update

We know these are very difficult times for everyone. To help those who need us most, we’re now only taking emergency calls. We hope you understand. Please support us by using your online account or app where possible. You can also find general help here or ask questions on our forum.

General Questions

No, there’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected.

To help those who need us the most, we’re only taking emergency calls right now. That means we’re prioritising those who have lost power or who can’t pay for their energy. We hope you understand - thanks for your patience. To support us, we’re asking our Smart PAYG+ customers to manage their account online or on our app, wherever possible. You can also find lots of answers online to questions you may have.

By using our app or your online account, you can top up and also access Emergency Boost - there if you run out of emergency credit.

Download our app here for Android or here for iOS. Login to your online account here.

For help on how to top up via the app or online, click here. We’ve also put together a tutorial on how your Smart PAYG+ account works - you can find this in the app.

For other questions, we have a number of ways we can help. You can...

  • Ask a question on Twitter
  • Email us at hello@boostpower.co.uk
  • Get support from our community on the forum here.

We’ll get back to you as soon as we can.

If you have an emergency, you can call us on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm). There might be longer waiting times than normal. But we want you to know that we’ll get to you as soon as we can.

So we can help those who need us most, we’re only taking emergency calls right now and we won’t be able to answer general questions on the phone. We hope you understand. Our call waiting times will are longer than normal – but if you have an emergency, please bear with us, we’re doing everything we can to ensure that no one is left without power.

To help, if you are able to, please top up via the app or online. If you’re a Smart PAYG+ customer, you can download the app, for android here and iOS here.

You can also log into your online account here.

For help on how to top up via the app or online, click here. We’ve also put together a tutorial on how your Smart PAYG+ account works - you can find this in the app.

If you have other non-urgent questions, please check the Help pages on our website. If you can’t find what you need, you can:

  • Ask a question on Twitter
  • Email us at hello@boostpower.co.uk
  • Get support from our community on the forum here.

We’ll get back to you as soon as we can. If you have an emergency, or cannot pay your bill you can call us on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm). There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help.

If you can't log in or access your account, you should have a black Energy Payment Card, which you can use to make a top up at a PayPoint instead. We recommend you top up more than usual, if you’re able to. This will help make sure you have enough for the next few weeks.

If you’re at risk of losing power, please call us on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) to let us know and we’ll be able to organise getting an updated card out to you. Our customer service teams are busier than usual, but we’re doing everything we can to make sure we can manage emergencies like yours. Please bear with us.

The maximum amount a Boost customer can top up in one go is £250. Not everyone will be able to top up this much at once, but if you are able to add a little more than usual to your meter we would recommend it. This is to keep you safer by reducing how often you need to leave the house.

Your safety is incredibly important to us, so we’re taking a number of precautions. Until further notice, we won’t be carrying out any non-essential work in the homes of:

  • Anyone over 70
  • Anyone who we know is in a high risk group.

We’re also encouraging everyone to manage their energy online or through our app. This will help us to keep everyone safe.

If an engineer needs to come to your home, we’ll call before they arrive to check you and your family are not self-isolating. When they’re inside your home:

  • All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment.
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room while our engineer is working.
  • Our engineer will also ask you to open windows and doors close to the meter, for the duration of their visit.

Keeping our engineers safe is a top priority. That’s why we’re making sure they’ve all been given the latest safety advice. They’ll also be carrying hand sanitisers with them – and they won’t do any non-essential work in homes where people have symptoms or are self-isolating.

Occasionally, our engineers need to enter homes in an emergency. If this happens to you, and your household is unwell, we'll follow extra safety advice. Our team will explain this when they speak to you.

Yes, you’re still able to switch energy suppliers in the normal way. You can switch to Boost easily online here. If you want to leave us, you're still able to do this as well.

No, we want you to know that we’re still here to support you. Since Coronavirus hit, we’ve made a number of changes to our services to help prioritise the vulnerable, and those at risk of power loss. (You can read about that in our FAQs on this page). But there won’t be any extra changes to our service as a result of this really difficult decision. We’re very much still here for you.

If you're self-isolating or worried about paying

If you can’t go out to top up because you’re self-isolating, here’s what to do:

If you’re a Smart PAYG+ customer, you can download the app for android here and apple here. You can also log into your online account here.

For help on how to top up via the app or online, click here. We’ve also put together a tutorial on how your Smart PAYG+ account works - you can find this in the app.

If you can’t use our app, it’s important to reach out to friends, family or neighbours who can go to the shop to top up for you. Please remember to wash your hands before and after you handle the card, and disinfect your card before it’s given to anyone and when it’s returned to you. Also try to avoid direct contact with anyone while they pick it up or drop it off.

If you don’t have anyone who can help you top up, please give us a call and we’ll work through your options. Our number is 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm)

If it’s an emergency or you might lose power, please ring our team. We’ve set up a dedicated team in our call centre to help those who are struggling as best we can. There will be longer waiting times than normal, but we’re doing everything we can to ensure no one will lose power. Please bear with us.

Our number is 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm)

We know that this is an extremely difficult time for us all – and that staying at home means you’ll probably use more energy than usual. If you want some practical help to cut your energy use – and costs – head here.

These organisations all offer brilliant help and advice for anyone struggling to manage – or pay for – their energy.

We’re looking at each case individually to make sure we’re offering you the right support. If you can’t afford your payments right now, we’ll work with you to find a solution. One solution may be a credit extension - this is emergency credit to see you through these difficult times.

If you are not able to pay for your energy, please call us and we’ll work through the options with you. Our number is 0117 332 3728 or 0330 102 7517 and our opening times are Monday to Friday 8am-6pm, Saturday 9am-1pm.

If you do get a credit extension, this money will need to be repaid at a future date. But, together, we’ll find a manageable plan that’s best for you, when you call us

We understand that lots of people are worried about losing income because of the disruption. Our priority is to protect our most vulnerable customers and we’ve set up a dedicated team in our call centre to support those who are struggling.

If you can’t repay your debt, it’s important that you let us know so that we can work out a manageable plan for you. We’ll review your individual situation and talk you through the options. Our call centre might be busier than usual, but bear with us.

We know these are extremely tough times. The effects of Coronavirus are leaving many of us unexpectedly struggling to pay for our energy – and feeling overwhelmed. The OVO Coronavirus Hardship Scheme is our way of easing the pressure.

It‘s a provision of £50m designed to support customers across the OVO Group who can’t pay their bills because of the effects of coronavirus (including Boost customers).

The provision will allow us to add more emergency credit to people’s energy meters than we normally would. So we can help those who need support to keep the lights on and their homes warm during this crisis. We’ll then work out a manageable plan that allows them to pay it back later, a little bit at a time.

We’ve designed this scheme for those who simply can’t pay their bills. So please help us support those who really need us and don’t apply unless you absolutely need to. Details of who can apply, and how, will be available on Wednesday 8th April 2020.

Please don’t contact us yet as the scheme isn’t open now and we can’t process applications, or record your interest in the scheme, until Wednesday. We’ll update this page with all the details, so pop back then.

We know that everyone’s situations are different. So we’ll offer a level of support that’s right for you. If you’re in severe financial hardship, you’ll be able to apply for extra help, depending on your individual situation. For details, please check back on Wednesday 8th April.

Please don’t contact us yet as the scheme isn’t open now and we can’t process applications, or record your interest in the scheme, until Wednesday. We’ll update this page then with all the details, so pop back then.

Smart meters and home visits

We’ll still be going ahead with existing Boost smart meter bookings, as well as taking some new bookings where it’s safe to do so. This is because, smart meters can be switched back on remotely so they make it easier for us to protect customers from losing their energy supply at this difficult time

We will not be taking any non-emergency appointments from anyone over 70 or those in high risk groups until at least 1st May

We will update you here, as the situation changes.

Yes, as long as you and your household are well. But if you or anyone in your home starts feeling unwell and needs to self-isolate, please cancel your appointment. You can do this online here - you'll need your account number to hand.

If your booking is going ahead, we’ll call beforehand to double check that everyone’s well. If you or anyone in your home is self-isolating, we’ll need to cancel the appointment and reschedule for a later date. As this is a fast-moving situation, this advice might change. We’ll keep this page updated, so you might want to check back.

You’ll need to cancel your appointment so we can keep you and our engineers safe. You can do this online here - you’ll need your account number to hand. We’ll get back to you when we’re able to install a smart meter in the future – so you won’t miss out.

You’ll need to cancel your appointment so we can keep you safe. You can do this online here - you’ll need your account number to hand. We’ll get back to you when we’re able to install a smart meter in the future – so you won’t miss out.

Keeping you - and our engineers - safe is a top priority for us. That’s why we’re making sure that we call you before the engineer arrives to check that you and your household are well, and it’s safe for them to come. They’ll double check that it’s safe to enter when they arrive at your home too. Our teams have been trained on how to keep everyone safe while they’re in your home:

  • All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment.
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.
  • The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit.

To minimise the time our engineers spend in the property for your safety, they may work in a slightly different way to usual. This may include installing non-smart meters if needed, or not turning on the smart capabilities of a meter. Don’t worry, you’ll still be left with a working meter. And, if this is the case, we will return as soon as possible to fully finish the job.

All our team members will stop working immediately if they (or their household) shows any signs of symptoms.

Important: if you or anyone in your household becomes unwell before your appointment, we will need to reschedule for after the 14 day isolation period. Please give us a call on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll be able to help with this.

If your emergency means you’re going to lose power or you’ve already lost it, we can still help you – even if you or someone in your household is sick. We know this is a worrying time and we’re working very hard to try ensure none of our customers are without power.

Please give us a call on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll work through the options. Our phone lines may be busy right now, however we’re prioritising those with emergencies like yours. Bear with us and we’ll be with you as quickly as possible.