Support Staff and Responses

If you are stuck – ask for:

Mark – very good and helpful

Pauline – line manager – helpful and is able to escalate.  And calls you back.

11 thoughts on “Support Staff and Responses

  1. Recently installed a Hive system and all went well.
    I did the install my self in about 45 minutes and it worked first time… Very pleased.
    So.. I decided to buy some active plugs to control lighting around my home, again all worked first time.. Great.
    All until British summertime arrived and the clocks went forward!
    Hub stopped working, a reboot seemed to sort it, then later in day as darkness arrived I noticed my lighting had not switched on. Rebooted hub again.. No difference, uninstalled and reinstalled smart plugs.. No difference…tried to reprogram the time schedule for plugs, but it keeps reverting back to what was originally programmed pre BST.
    Spoke to Hive today, there is a bug! Apparently there is a ghost setting in the plugs that needs a fix. Waiting for a call back in the next 48 hours. Will keep you posted of developments.

  2. Hi

    I have recently installed hive from British Gas. When i turn on the central heating, I give it a boost for 2 hrs. After the 2 hrs the heating is still on even thou it is switched off. I have double checked the scheduling to make sure it should not be running and turned it off and turned down the temperature, the central heating continues. The only time i can switch off is when I reset my boiler.

    Can someone help!


  3. I have Hive, it was installed some 2 years ago and worked perfectly ok UNTIL I bought the light bulbs!! They are not fit for purpose, at first I couldn’t connect one of them so Hive sent me a new, and the latest, hub. This seemed to solve the problem, for a while, then the thermostat started to disconnect and had to be rebooted by removing and replacing a battery. This happened every few days, Hive said it was due to firmware updates required for the bulbs so they sent the updates. Worked ok for a few days then thermostat disconnected yet again, this time in middle of January whilst away so house went cold, had to travel back to pick up a signal booster which Hive sent, installed it and Thermostat stayed connected for 6 days! It’s now off again so will have to travel home once again to reboot the Thermostat. The people you speak to at Hive try to be helpful but at the end of the day they are trying to justify a system that is not fit for purpose.

  4. I posted the above message on 20th January re problems with my Hive installation after installing the bulbs. A lot of water has passed under the bridge since then and I continued to have problems until a guy named Scott at Hive answered my phone. He is a dedicated sort of person who won’t give up, he monitored my system and when it still went wrong he came up with a solution that basically entailed putting all the bulbs back to factory settings and reinstalling them and up to now the system has behaved itself. Im leaving it as it is for the next 6 weeks before putting the remaining bulbs back on line as Hive are supposed to be working on a new firmware update for the bulbs, this was due out mid February but has yet to appear. If it wasn’t for Scott I would have probably sent all the bulbs back as, under the Sales of Goods Act, as they do not do what they are supposed to do, they are not of Merchantable Quality and I am entitled to a refund. It does annoy me also that Hive are still pushing out new products yet they have not resolved the problem of the bulbs.

  5. This really is a message for Scott at Hive as all the good work he has done is to no avail as the Thermostat went off line again on Tuesday at 1530 hrs so back to square one.

  6. Having had problems with my Hive Installation since introducing the bulbs, Hive have been extremely cooperative and helpful. over at least 3 months they have been in constant touch and have now come up with a firmware update that has solved the problem, well done.

  7. Hi, I have just moved into a house with Hive installed, apparently I can’t use the system without buying a new hub even though the owner left the hub…does anyone know if you can reset the hub so it can be re-used vs paying £80 for a new one?!
    PS The previous owner won’t give me their log-in details to use their account

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  9. Have started having issues where the heating turns itself on early in the morning when the thermostat and the Hive app is showing it should be OFF.
    Have rebooted the hub, switched the boiler off then on again to no avail.
    Set the system to manual and then scheduled on the app but still wouldn’t turn off.
    Pressed the button on the receiver and after a short while the heating turned off.
    Appears to be a problem with the receiver
    This is very inconvenient having to get up early to sort the problem especially as I suffer with cancer.
    Have reported issue to Hive and now await their response.

  10. My hive app seems to be stuck on the daily timers that I set up a couple of weeks ago. Every time that I make a change to the time-slot or remove them completely it updates it for a moment and then they revert back to my old timers a couple of minutes later. I’ve turned my Hive off and on, unplugged my wifi, logged out and back in and uninstalled and re-installed the app and it still does not seem to be working. Does anyone have any suggestions?

  11. The Hive products are excellent and upto a while ago if you had a problem you could contact Hive on a direct number. Now you have to go through British Gas and the service is nonexistent, no one answers the phone!

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