---
templateKey: faq-style
metadataTitle: Coronavirus update
metadataDescription: Coronavirus
title: Coronavirus update
slug: coronavirus-update
body: >-
We want you to know everything is working as normal. Our phone lines might get
a bit busier. So if you’re able to, please use your online account or app
where possible. You can also find general help
[here](https://www.boostpower.co.uk/help)
_We've recently reviewed our policies, and they are in line with the government’s latest advice, including tier 4 restrictions._
accordionTopic:
- accordionItem:
- title: Will my energy supply be affected?
description: No, there’s no reason to worry about your supply. We’re taking lots
of steps to make sure it’s protected.
- title: How should I get in touch at this time?
description: >-
With restrictions in place across the country, we want you to know
everything is working as normal. Our phone lines might get a bit
busier. So if you’re able to, please manage your energy online or via
your app.
If you’ve recently got a message saying you’re now on PAYG Smart, you can go [here](https://play.google.com/store/apps/details?id=com.paypoint.smartpay.economyenergy&hl=en_GB&gl=US) to download the Boost Top Up app, and start topping up.
If you haven’t had a message from us, please keep using your Boost Power app, or your [online account](https://my.boostpower.co.uk/login). For help on how to top up, head [here](https://www.boostpower.co.uk/help/topics/payg/smart-payg/how-do-i-top-up-on-smart-payg-with-the-boost-app.html).
And for any other non-urgent questions, check our [Help pages](https://www.boostpower.co.uk/help). If you can’t find what you need, you can:
- [Message us on Twitter](https://twitter.com/boostpoweruk)
We promise to get back to you as soon as we can.
If you have an emergency, or cannot pay your bill, you can [chat with us](/exclude/webchat-redirect) (Mon-Fri 8am-6pm, Sat 9am-1pm).
- title: I don’t have any credit on my phone to call you. How can I get in touch?
description: >-
Don’t worry you can:
- Ask a question on [Twitter](https://twitter.com/boostpoweruk)
- [Chat](https://help.ovoenergy.com/#contact_us_container) to us online
- title: How do I know which app I should be using?
description: >-
If you’ve received a letter from us saying that you’re now on
Boost Top-Up, all you need to do is [download the
app](https://play.google.com/store/apps/details?id=com.paypoint.smartpay.economyenergy&hl=en_GB&gl=US)
(if you haven’t already).
- title: Will your service be affected by the new rules?
description: >-
We want you to know everything is working as normal. Our phone lines
might get a bit busier. So if you're able to, please top up via the
app or online.
But if there's an emergency, don't hesitate to chat with us. We'll get back to you as soon as we can.
If you're on PAYG Smart, you can go [here](https://play.google.com/store/apps/details?id=com.paypoint.smartpay.economyenergy&hl=en_GB&gl=US) to download the app, and start topping up.
If you have any non-urgent question, please check our [Help pages](https://www.boostpower.co.uk/help). If you can't find what you're looking for, you can:
- [Message us on Twitter](https://twitter.com/boostpoweruk)
We promise to get back to you as soon as we can.
If you have an emergency, or cannot pay your bill, you can [chat with us](/exclude/webchat-redirect) (Mon-Fri 8am-6pm, Sat 9am-1pm).
- description: >-
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 have other non-urgent questions, please check the [Help pages](https://www.boostpower.co.uk/help) on our website. If you can’t find what you need, you can:
* [Chat to us](/exclude/webchat-redirect) online
* Ask a question on [Twitter](https://twitter.com/boostpoweruk)
We’ll get back to you as soon as we can. If you have an emergency, or cannot pay your bill you can [chat with us](/exclude/webchat-redirect) (Monday to Friday 8am-6pm, Saturday 9am-1pm).
title: How will your service be affected by Coronavirus?
- description: 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.
title: What’s the maximum amount I can top up at once?
- title: How will you protect me if your team needs to enter my home for a smart
meter or meter reading appointment?
description: >-
Our teams have been specially trained on how to keep everyone safe,
while they're inside your home. We’ll always be following the latest
government advice for your area and will only enter your home when
allowed:
- On the day of your appointment, our team will call ahead to check it's still safe to visit. They'll ask if anyone in your household is unwell or self-isolating. If this is the case, your appointment will need to be rescheduled.
- When the engineer arrives, they’ll check this again with you in person.
- Our engineers will wear face coverings at all times while they're in your home.
- Our engineers will also be observing social distancing, which includes asking you to stay safe in another room while they work. Wherever possible, please give the engineer space to work safely.
- Our engineer may take more frequent breaks to get fresh air. They will also ask you to open windows and doors close to the meter for the duration of their visit.
All our engineers will stop working immediately if anyone shows any symptoms of coronavirus, during their visit.
**Important:** if you or anyone in your home is self- isolating or feels unwell before your appointment, please [chat with us](/exclude/webchat-redirect) and we'll work through your options. Our phone lines may be busy right now, but we're prioritising those with emergencies like yours. Bear with us and we'll be with you as quickly as possible.
- description: >-
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 who is unwell, or
self-isolating.
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:
* Our engineers will wear face coverings at all times while they're in your home.
* 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.
title: How will you protect me if your team needs to enter my home?
- description: >-
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.
title: How are you keeping your engineers safe during coronavirus?
- description: Yes, you’re still able to switch energy suppliers in the normal
way. You can switch to Boost easily online
[here](https://switch.boostpower.co.uk/get-quote). If you want to
leave us, you're still able to do this as well.
title: I want to switch suppliers. Can I still do this?
title: General Questions
- accordionItem:
- description: >-
Don't worry. Here's what you can do:
- Use the Boost Top Up app top up using your new app – you can download it for android [here](https://play.google.com/store/apps/details?id=uk.co.boostpower.mobileapp&hl=en) and apple [here](https://apps.apple.com/us/app/boost-power/id1266337181)
- 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 it before giving 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 [chat with us](/exclude/webchat-redirect) (Mon-Fri 8am-6pm, Sat 9am-1pm) we'll work through your options.
title: If I’m self isolating or unwell, how can I top up?
- description: >-
If you can’t go out to top up because you’re self-isolating, here’s
what to do:
Use the Boost Top Up app top up using your new app - you can download the app for android [here](https://play.google.com/store/apps/details?id=uk.co.boostpower.mobileapp&hl=en) and apple [here](https://apps.apple.com/us/app/boost-power/id1266337181).
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 [chat with us](/exclude/webchat-redirect) and we’ll work through your options.** (Monday to Friday 8am-6pm, Saturday 9am-1pm)
title: I can’t go out because I’ve been advised to stay at home, how can I top
up?
- description: >-
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 might 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)
title: I’m going to lose power because I can’t top up and it’s an emergency,
what should I do?
- description: 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](https://www.boostpower.co.uk/blog/how-to-use-less-energy-social-distancing-isolating/).
title: I’m using more energy because I’m working from home, what can I do?
- description:
If you’re struggling, please [chat with us](/exclude/webchat-redirect) (Mon-Fri 8am-6pm, Sat 9am-1pm). Together we’ll help find
a manageable plan that works for you.
title: If I can’t pay my energy, what should I do?
- description: >-
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 [chat with us](/exclude/webchat-redirect) and we’ll work through the options with you. 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 contact us
title: Are you offering emergency credit extensions to customers who are
struggling due to the current situation?
- description: >-
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.
title: I can’t afford my debt repayments because of a Coronavirus related
situation, what can I do?
- description: >-
We understand many people already have, or are worried about losing
income. Right now, our priority is to protect our most vulnerable
customers. Which is why 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 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 phone lines might be busier than usual, but please bear with us.
title: If I can’t afford my debt repayments because of a coronavirus related
situation, what can I do?
title: If you're self-isolating or worried about paying
- accordionItem:
- title: Are you still taking smart meter appointment bookings
description: >-
"Where government advice allows, smart meter appointments are safely
going ahead – with strict safety measures in place. 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 can only carry out appointments where it’s safe to do so, and the government advice allows. This means we still won’t be carrying out non-emergency appointments in homes where anyone is unwell, or self-isolating from coronavirus.
If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
You can read our full risk assessment for smart meter operations [here](/img/return-to-work-covid-ra-metering-operations-activities-final-ovo-group.pdf) and for office workers [here](/img/return-to-work-covid-ra-office-final-ovo-group.pdf).
Information on how we are complying with the government advice on staying safe can be found [here](/img/staying-covid-19-secure-signed-ca-she.pdf)."
- title: I have a smart meter appointment, can it still go ahead?
description: >-
Yes, as long as you and your household are well and the government
advice allows it. 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](https://smart.boostpower.co.uk/) - 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 unwell, we’ll need to cancel the appointment and reschedule for a later date. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
- title: I have a smart meter appointment but I’m self-isolating. What should I
do?
description: You’ll need to cancel your appointment so we can keep you and our
engineers safe. You can do this online
[here](https://smart.boostpower.co.uk/payg) - 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.
- title: I have a smart meter appointment but I’m self-isolating. What should I
do?
description: >-
In line with the government guidelines, you are able to book an
appointment if you feel comfortable doing so and the government advice
allows. If you’ve been advised to shield and not go to work, you may
choose to wait until a later date to have your smart meter installed.
If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
Our teams have been specially trained on how to keep everyone safe. Find out more about the safety precautions they are taking, above. We’ll always be following the latest government advice for your area and will only enter your home when allowed.
- title: I’m in a high-risk category. Can I book a meter reading appointment, or
have a smart meter installed?
description: >-
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, and follow the latest
government guidance:
* Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so – for example, if they're working alone in a room – and they'll always check with you beforehand
* 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.
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 [Chat with us](/exclude/webchat-redirect) (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll be able to help with this.
- title: What safety precautions can I take for my smart meter appointment?
description: >-
You can take the following steps to make sure things are as safe as
possible:
- Before your appointment, disinfect the area around your meter where the engineer will be working. Do this again after they leave.
- Open windows and doors in the room where the engineer will be working.
- Make sure the engineer has clear access to your meters, and they’re free from clutter.
- Stay at least 2m away from the engineer at all times. If possible, go into a different room while they’re installing your meter, and make sure pets are kept out of the way.
We’ll call you the day before your appointment to check it’s still safe for us to visit. Please tell us if you or anyone in your household is unwell or self-isolating. When the engineer arrives, they will check this with you again.
When you book, we’ll share even more info about what to do before, during and after your appointment, to stay as safe as possible. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
- title: I live in a one-bed/studio apartment, which will make it difficult to
maintain social distancing while the engineer installs my smart meter.
Can I still book an appointment? How will this work?
description: >-
If you’re not able to maintain social distancing of at least 2m during
your appointment (because of the size/layout of your home or for any
other reason) then please don’t book one. We won’t be able to carry it
out safely.
If you’ve already booked a smart meter appointment but you don’t think you’ll be able to maintain social distancing, please cancel.
- title: I have an emergency and need a repair, but someone in my home is sick.
What should I do?
description: >-
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:
- Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so -- for example, if they're working alone in a room -- and they'll always check with you beforehand
- 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 [chat with us](/exclude/webchat-redirect)(Monday to Friday 8am-6pm, Saturday 9am-1pm) and we'll be able to help with this.
title: Smart meters and home visits
---
We want you to know everything is working as normal. Our phone lines might get a bit busier. So if you’re able to, please use your online account or app where possible. You can also find general help [here](https://www.boostpower.co.uk/help).
_We've recently reviewed our policies, and they are in line with the government’s latest advice, including tier 4 restrictions._