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There’s a problem with my prepayment meter – what can I do?

That’s no good – tell us, right away on 0800 408 4722. But first jot down the error code on the meter.

Your meter might say ‘battery fail’ or ‘call help’ – or one of these error codes. So we’ll need the one on your meter to figure out what’s gone wrong.

If your meter is beyond repair, we’ll replace it. And if it’s an emergency, we’ll aim to get our engineers out within 4 hours.

I’ve been using my old supplier’s electricity meter key/gas card since I came over to Boost, so I’ve been paying the wrong rates. Can I have a refund?

Yes for electricity – but not always for gas. The best thing to do is to let us know as soon as possible and we’ll look into it.

For electricity, we might have to ask you to top up with a Boost smart card before we can work out how much you’ve overpaid on your old supplier’s key. That’s because we’ll need the latest info from your meter.

For gas, we can only see limited readings, and when and how much you’ve topped up. We’ll do our best to work out whether you’ve overpaid with this info, but it’s not always possible.

Sorting this out can take take up to 2 weeks.

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