[Jimbo1467]

I have not been getting warning messages telling me my credit balance has fallen below two pounds, does anyone know why ?

Last summer my balance dropped to zero while i was on holiday and i didn't get a warning then either, when we returned home we had to throw everything out of our fridgefreezer because it had went badly off, I'll leave that up to your imagination, all because I never was alerted that my credit was running low, how come ?

Thanks in advance for any replies.

[Dann]

@Jimbo1467 Hello.

You will first need to make sure the notifications are enabled. To do this log into your account online and go to the account settings or alert preferences to ensure low balance alerts are enabled.
Then you can set custom threshold limits, you should get a notification on your IHD if that is all set up also.

[Jimbo1467]

Originally Posted by Dann

@Jimbo1467 Hello.

You will first need to make sure the notifications are enabled. To do this log into your account online and go to the account settings or alert preferences to ensure low balance alerts are enabled.
Then you can set custom threshold limits, you should get a notification on your IHD if that is all set up also.

Hi thanks fir replying, just been talking to someone from Chat with us and they took me through a whole host of things to do but after over 2 hours he still couldn't tell me where the settings are to turn on notifications to get alerts about low credit. He told me, on the app click the 3 dots at the bottom which will bring up Options for you to check if you have clicked the box that sends alerts, I told him Options does not appear when I click the three dots, just another page on the app about putting in meter readings, moving home etc.

I asked him if there was a problem with the app as I had read others on here, which I told him and he'll take forward, that they too are not receiving alerts of low credit.

Over 2 hours I wasted trying to get this sorted, this company is absolutely useless, they don't even know when things go wrong with their systems, what a waste of a morning.

His last suggestion was try on this Community page again, ha, I'd be quicker asking a passer by for help :(

[Dean]

Originally Posted by Jimbo1467

Hi thanks fir replying, just been talking to someone from Chat with us and they took me through a whole host of things to do but after over 2 hours he still couldn't tell me where the settings are to turn on notifications to get alerts about low credit. He told me, on the app click the 3 dots at the bottom which will bring up Options for you to check if you have clicked the box that sends alerts, I told him Options does not appear when I click the three dots, just another page on the app about putting in meter readings, moving home etc.

I asked him if there was a problem with the app as I had read others on here, which I told him and he'll take forward, that they too are not receiving alerts of low credit.

Over 2 hours I wasted trying to get this sorted, this company is absolutely useless, they don't even know when things go wrong with their systems, what a waste of a morning.

His last suggestion was try on this Community page again, ha, I'd be quicker asking a passer by for help :(

Hi @Jimbo1467,

I am sorry to hear about this and the issues you have had with the low alert notification - I would also like to apologise for the agent you spoke to on the our live chat as they should have addressed this clearly for you.

I’ll send you a direct message shortly to ask for your contact details and reference number. This will allow me to check your meter and its communications to see if anything is causing the low balance alert not to show in the app.


Issues like this can sometimes happen if there’s a communication problem between the meter and our systems. I’ll also raise a ticket with our app team so they can investigate this in more detail and find out why the notification isn’t appearing.

Kind Regards Dean