Hive install booked for Friday 16th Jan!
When I got home I found a slat had been broken in the airing cupboard and there was brick dust all over the floor where the installer had drilled holes in the wall.
Still excited though.
The heating does not work.
I called Hive at 6pm and after checking everything I was told something was wrong and they could get an engineer out the following day – hopefully. I explained I have two small children who are freezing and its snowing outside.
Eventually after being passed through the support team – someone agreed it was an emergency and booked an engineer to come out that evening.
The engineer turned up at 10pm. Then a second one turned up 10 minutes later.
It was a really cold evening – so I was very grateful they had turned up and immediately put the kettle on. I mentioned that I think it may be the pump as even though the boiler fires up nothing is being pushed though. Engineer said very unlikely – probably the installer wired it wrong.
They removed the doors from the cupboards in the spare room that had the airing cupboard and pulled away a plywood wall. Both were left without being put back.
Heating was restored by 11pm. The pump needed to be replaced. But the thermostat keeps dropping off unless it was within 2m of the Hub or receiver.
The engineers suggested I call Hive the following day to rectify the problem.
Called Hive and explained the issues. I was told the problem was that “your house is made of bricks and that causes issues” sic.
I asked what sort of a walls other people had as I assumed brick walls were common. Due to houses being built of them.
Hive support person did not find this funny.
Then I was told it was because I had a door bell. Removed door bell. Still no communication.
Then said they would send out a Smart Plug that boosts the signal.
I screwed the doors back and repaired the wall as best I could.
Kids back from nursery so I started to run a bath and found we had no cold water from the taps in the bath. The toilet had stopped filling as well. Tap in the downstairs toilet had also stopped working.
Called Hive and explained. An engineer was booked to come out on the 22nd in the morning. 3 days later.
A plumber friend came over and said it was an air lock caused by the new pump and the water not being flushed properly after it was installed. After draining the system the taps and toilet now work. Hooray!
I called and cancelled the engineer visit.
The thermostat still loses connection when its more than 2m away from the base unit.
Smartplug received. Called Hive. Still no connection.
Spoke to Mark (who was very helpful) on the help desk who agreed it may be the thermostat.
He said he would send a new one out.
New thermostat delivered .
Was told it had been escalated to 2nd line and I would be contacted by phone within 24 hours.
Emailed the Hive support desk.
Later I was called by Hive help desk. Plugged and unplugged the smart plug a dozen times. They said I now need 2 smart plugs. I asked to have an engineer to site – they said I have to have the second plug first.
I was then told that I should just leave the Thermostat in the airing cupboard. Help desk person did not seem to think this was a problem.
I explained why it was, in some graphic detail.
Fixed the broken slat in the airing cupboard.
Decided to try some tests my self. I’m pretty sure the problem is with the Receiver and the Thermostat. I can get the Smart Plug to connect but even if I put the Thermostat on top of it – it does not connect. I think the Thermostat and the Receiver use a different way to communicate rather than Zigbee. Or that the Receiver is broken.
I received my mobile phone bill this morning. Turns out I have spent £17.16 on calls to Hive. Not happy.
Still waiting for the second plug to be delivered.
Decided to call support again as the Hub, Receiver and Smart Plug all work. But the Thermostat is not – even though its on top of the Smartplug.
Spoke to C******** – who asked me exactly the same questions all over again. Frankly not very good.
Pleaded (really nicely) with her to put me through to Mark. Or second line. Or her manager.
Spoke to Pauline – Line manager – lovely – helpful – great – but can’t fix it.
She is going to talk to Ashely – who is second line a technical person!!
And has promised to call me back. Its 15.40. Lets see.
OK – more tests – more resets. Grrrrrr.
But – she thinks – as I do – the receiver is not working correctly.
Engineer booked for Monday – fingers crossed.
On another note – since Hive went in the radiators are much, much hotter – and the radiators pop and fizzle – is this normal?
Random call from British Gas who said they were sending me £25 for the damage to the airing cupboard and wall. Thanks.
Andy the engineer turns up at 11.30 – which is good.
Told him to get the heating schedule backed up as my wife is getting really pissed at having to redo every time one of the help desk resets it.
I explained the situation – Andy looks worried and says he hoped it was a burst water pipe – and had I spoken to “The Geek Squad” Err – if that’s the help desk then yes, lots.
Andy looks more worried.
Its a shame he had no idea about the problem before being sent here. He admitted he does not know. Says he wants to move the Receiver as the boiler is too close.
I think I should start live blogging this.
12.35 House is now FREEZING.
Engineer has done EXACTLY what I have done already – the help desk are just getting him to do the same things again. WHY WHY.
I own an IT company – I wrote a help desk application in Microsoft Access. I would gladly give it to British Gas – it would save them a fortune on sending out people who don’t have a clue what they are supposed to be doing or when they call up they can check to see what’s been done before.
1pm – They have got it working.
I now have 2 Smart Plugs – situated 4m apart with the Thermostat in the middle.
The Smart Plugs look rubbish and they are on the hall and landing in full site. The cleaner has already knocked one out. I’m told there is no other way around this.
BTW – They did not save the settings.
All in all after nearly 3 weeks of mucking about I am less than impressed.
No one seems to know what they are doing, none of the on site engineers have a clue how this system works and what I was sold – a seamless, elegant solution is turning into an ugly, clunky one.
I will send this link to Hive and see if they would like to comment.