How do smart meters work : Connection with supplier v's topping up

Tiggy777

Hi all

I am having a real nightmare with a new smart meter from Boost.

Since installation about 6 weeks ago all my attempt's (about 10) to top up the smart meter have failed (done with the boost app and also online)

When I have phoned boost which is a challenge in its self they have been able to see my top up and add it from their end. Their response to my top up failures are numerous but the top one is there must have been a 'communication or network issue'  and I need to enter the top up code manually into the meter and this has always failed as well. 

So my question is do they have a different 'way / communication mechanism ' to access my smart meter to top it up.  As when they have tried my top my code it has always work and the top up appears straight away.  This would be fine but it can take hours and hours to get through to them and then it's battle to get them to do it as they simply say input it yourself and then cut me off and the process all starts again.  Also myself entering the top up code (given when a top up is  purchased) direct into the smart meter must surely rely on some form of connection somewhere or surely it wouldn't recognise the code I am putting in !

I am trying to switch but if there is a problem I don't want to simply take it else where and really trying to understand how it all works or in my cases doesn't .
Would appreciate any advice or comments
Many thanks for your time
Regards

Tiggy

QrizB

Sorry to hear of your top-up problems.

There's only one way to remotely communicate with a smart meter, and that's via the DCC and it's comms network.

It's possible that the problem is in Boost's own software, rather than the smart meter system. Switching might fix it and is unlikely to make things any worse.

Tiggy777

Thank you QrizB for the reply. 

Makes sense to me, the only thing I still struggle with is : if the top up doesn't reach my meter, I am told I can try and input the Payment Code (long 20 digit number) given when I purchase the top up 'direct into the meter'.  I am confused by how this could/would be  'recognised within the meter' if there is a communication issue.  (i.e. how did it get to the meter to be recognised by the meter as valid) 

Hope that makes sense. 

Thank you for your time. 

Tiggy

Marvel1

I would be sending off a complaint:

https://www.boostpower.co.uk/feedback/

It shouldn't be this difficult and possibly leave you with no energy - if you are low.