Huge thanks to Harj at the warranty team. This would be 5 stars if it was just his work I was reviewing, he really engaged and got us the best help he could. A star was dropped for the lack of avail... See more
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Review summary
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A tale of two parts. The positive, having had a dreadful experience with British Gas Energy customer services, the Hive individual who handled and helped me resolve the issue, Simon, was brilliant. He... See more
Company replied
Links several parts of the CH system together very well. Gives better, timed, control over parts of that house that don’t need heating at different times of the day. We also like the holiday mod... See more
Company replied
The team of 5 on the first two days were really impressive. This was a big job. Communication was excellent throughout. The team worked very hard, often in cramped spaces they had to share. Only 4 s... See more
Company replied
Company details
- Electronics Store
- Energy Equipment and Solutions
- Heating Equipment Supplier
- Solar Energy Equipment Supplier
Written by the company
Our family of smart products and services allow you to easily connect to your home through the Hive app. So whether you’re in the next room or on top of a mountain, always have peace of mind knowing that you can control your home from your smart phone.
Written by the company
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Free delivery
Get free delivery with orders over £100
Contact info
United Kingdom
- www.hivehome.com
4.1
Great
52K reviews
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It all went smoothly
It all went smoothly both the boiler service and setting up the Hive.
July 27, 2026
Reply from Hive
Hi Roy,
We're delighted to hear that both your boiler service and the Hive setup were smooth and hassle-free. Thank you for sharing your positive experience!
Kind Regards Paul
A very easy to read and quick reacting…
A very easy to read and quick reacting thermostat. Could do with a slightly more comprehensive user guide for new customers to be able to get to grips with all of its many features.
July 27, 2026
Reply from Hive
Hi Mr Gathergood,
We're glad to hear you find the thermostat easy to read and quick to react. We appreciate your feedback regarding the quick start guide that comes with the devices. You can find more comprehensive guides for our thermostats on our website at the following link https://www.hivehome.com/guides/hive-heating
Kind regards
Paul
Kind Regards ^Lorraine 🧡😁
Great Product
Not really used by me, more my wife who absolutely loves the product. The fact she can turn the central heating on, and the lights when we are abroad makes her feel so secure. Brilliant product and service, highly recommended.
July 27, 2026
Reply from Hive
Hi Gary,
We're happy to hear that our product brings such security and peace of mind to your wife, especially when managing your home remotely. It's wonderful to know it's so highly recommended!
Kind Regards Paul
Chris provided very detailed and…
Chris provided very detailed and careful advice to me on the phone to re-eatablish links with my PC and phone. I am very grateful to Chris and HIVE for dealing with my frustration. A+A+
August 1, 2026
Unprompted review
Reply from Hive
Hi Anthony,
We're delighted to hear that the detailed and careful advice provided by Chris helped you re-establish links with your PC and phone. We're glad we could assist in dealing with your frustration.
Kind Regards Paul
Lost customer due to horrible service
I became a customer in 2022 and left a 4‑star review on here. Everything has been relatively okay apart from a pretty frequent disconnection of the thermostats.
That’s how everything has changed in the last couple of weeks. I needed to update my payment card and Hive sent me a link which I clicked on, and I entered multiple times. This never worked, so i went to online chat. After waiting for an agent for 40 minutes (!!), I was flabbergasted when the agent told me that it was a known problem on the website — that the online payment facility was not working.
My questions were:
Why are you sending me an email asking me to click on the payment link, when you know this is broken?
Why are you not putting a notice on your website saying the payment link is broken?
Why are you not fully staffing your live chat facility if you know you’ve got issues?
Essentially, I’ve wasted over an hour. It’s not resolved. I’m refusing to call up to speak to someone to update the payment card, so I’ve cancelled my subscription. I’m incredibly angry and I’ll never be back to you.
August 1, 2026
Unprompted review
Reply from Hive
Hello Garreth,
We're very sorry to hear about your experience so far. This clearly isn’t the level of service we aim to provide, and we understand how frustrating it must be when expectations around communication and updating your payment details aren’t met.
We’re grateful you’ve taken the time to share your feedback, and we want to make sure your concerns are properly addressed. Please respond to the information request we’ve sent via Trustpilot—this allows us to securely access your account and escalate the matter to the appropriate team for resolution.
Thank you for your patience, and we hope to put things right as soon as possible.
Kind regards ^Chris
it does what it says on the tin
July 28, 2026
Reply from Hive
Steve,
We're glad to hear that our product met your expectations. We appreciate your positive feedback!
Kind Regards ^Chris
Huge thanks to Harj at the warranty…
Huge thanks to Harj at the warranty team. This would be 5 stars if it was just his work I was reviewing, he really engaged and got us the best help he could.
A star was dropped for the lack of availability on the engineering team, we faced a minimum 2 week wait before a site visit was possible, daunting given EV charging is so awkward with a 3 pin socket. Luckily a partial fix was achieved over email and follow up calls, again some credit to Harj here.
July 30, 2026
Unprompted review
Reply from Hive
Oliver,
Thank you for sharing your experience. We are truly delighted to hear about the exceptional support you received from Harj. It's wonderful to know they were so engaged and helpful in resolving your issue. We also appreciate your feedback regarding the availability of our engineering team, and we understand how frustrating a two-week wait can be. We're glad a partial fix was achieved, and we'll certainly pass on your kind words to the team member for their continued assistance.
Kind Regards ^Chris
Really impressed
The team of 5 on the first two days were really impressive. This was a big job. Communication was excellent throughout. The team worked very hard, often in cramped spaces they had to share.
Only 4 stars because the builder who came 4 days after the rest had finished, was only average in his skill at boxing in. There is a poorly cut curve of 'upstand' round the boiler.
July 10, 2026
Reply from Hive
Erica,
We truly appreciate you taking the time to share your detailed feedback regarding our recent work. We are delighted to hear that our initial team of five made such a positive impression with their hard work, excellent communication, and dedication, especially given the challenging conditions. We are also very grateful for your kind words about their efforts on what was clearly a significant project.
Kind Regards ^Chris
Too sensitive to loss of signal and…
Too sensitive to loss of signal and difficult to get linkage around the house.
July 31, 2026
Reply from Hive
Hello,
Thank you for taking the time to leave a review.
I’m really sorry to read about the repeated issues you’ve experienced with your Hive system and the frustration this has clearly caused. That’s not the experience we want for our customers, and I’m sorry for any inconvenience this has caused.
From what you’ve described, the problems you’ve faced do sound consistent with an intermittent signal issue. Zigbee devices, like those used within the Hive system, rely on a strong and stable wireless connection between the Hub, receiver, and thermostat. The maximum recommended distance between these devices is around 10 metres, and even when everything appears correctly positioned, factors such as thick walls, metal objects, and nearby electronics can cause interference.
There are a few key placement points that can help improve stability:
✅ Position the Hive Hub correctly – It should be elevated at least 1 metre off the ground and kept away from metal, glass, large furniture, or mirrors.
✅ Avoid placing the Hub near other electronics – Keeping it as far apart from routers as the Ethernet cable allows, and away from TVs, soundbars, gaming consoles, wireless doorbells, or wifi signal boosters can significantly reduce interference.
✅ Ensure a clear line of sight – Where possible, keeping devices unobstructed can help maintain a stronger and more reliable signal.
☑️ Receiver location – If the receiver (the unit wired into the boiler) is in the kitchen, ensure it isn’t surrounded by appliances such as microwaves or other electrical devices, which can weaken the signal.
While Hive signal boosters do help by extending the Zigbee network, they work by strengthening the overall mesh rather than overpowering interference. If placement issues remain, adding more boosters won’t always resolve the problem, which is why reviewing the setup carefully is so important.
Here are some links with guidance on device placement to ensure your system is working at its best:
Hub guide:
https://support.hivehome.com/portal/app/portlets/results/viewsolution.jsp?solutionid=240313112507703&page=1&position=0&q=
Thermostat guide:
https://support.hivehome.com/portal/app/portlets/results/viewsolution.jsp?solutionid=240314161536880&page=1&position=1&q=
Kind Regards, ^Chris
Excellent help but feel the set up…
Excellent help but feel the set up advice didn’t prevent me putting the security setting on the charger which at the moment seems to have been the problem with the power+ failure.
July 30, 2026
Unprompted review
Reply from Hive
Mark,
We appreciate you sharing your experience and feedback regarding the setup advice. We understand your frustration with the security setting impacting the charger's performance.
Kind Regards ^Chris
Lady I spoke too gave excellent…
Lady I spoke too gave excellent service, she resolved the fault on my charger, and explained the process of fixing the fault over the phone very easy to follow even for a technophobe like me
July 30, 2026
Unprompted review
Reply from Hive
Mr abbott,
We're delighted to hear that the assistance you received was excellent and that the fault on your charger was resolved. It's great to know the explanation of the process was easy to follow.
Kind Regards ^Chris
Tia was amazing
Tia was very helpful, friendly and knowledgeable about solving my issue.
Solved it in no time....😜
July 31, 2026
Unprompted review
Reply from Hive
Hi Samuel
We're so happy to hear that our team member was helpful, friendly, and knowledgeable in resolving your issue quickly. We appreciate you sharing your positive experience!
Kind Regards ^JB
Worst experience of my life
Worst experience of my life. I have spent a year with faulty system. I have spent 4 months of that talking to hive trying to resolve the issue. They finally managed to resolve it just as my warranty ran out (coincidence?). Now my warrant is out by a few weeks I’m back to the same issues. And no one will answer the phone. Tried to click on support and it just told me I’m out of warranty goodbye. What a load of rubbish. Hundreds of pounds for a service which is diabolical. In fact diabolical doesn’t even cut it. No offer of extension to warranty for free due to all issues I’ve spent months waiting for their team to resolve. I’d avoid this company at all costs! It’s a big standard very average system which never works correctly. Told in a heat way to monitor the signal of my heating coming on… sorry what? It’s 35 degrees outside it’s turned off. Useless. Rubbish. Waste of money. Currently sat on hold 15 minutes in waiting to speak to someone from solar panels just to actually get through lol 😂. Avoid avoid avoid
July 30, 2026
Unprompted review
Reply from Hive
Hi Morgan,
Thank you for taking the time to share your experience. I'm very sorry to hear about the ongoing issues you've faced and the frustration this has caused.
I can see how disappointing it must be to have spent so much time troubleshooting a fault, only for the issue to return shortly after your warranty expired. I also appreciate your concerns regarding the support you've received and the difficulty you've had getting in touch with the right team.
I'd like to help get this looked into for you personally. I'll reach out directly to discuss the details of your case and review the history of the fault to see what options may be available. Given the length of time you've been affected by this issue, I completely understand why you're unhappy, and I'd like the opportunity to investigate this further on your behalf.
Thank you again for bringing this to our attention, and I hope we can work towards a resolution for you.
Kind regards^Vicky.
There is somebody out there!
Following my one star review for lack of customer service (no updates on non-delivery, and having no way to contact anybody to find out what had happened to my order) I had a call the next day from Vicky. She was very very helpful, explaining why I hadn't received my order and even chasing British Gas to find out why they had delayed my gas boiler installation. I would give Vicky 5 stars plus for being so helpful and efficient. If only Hive had enabled me to speak to somebody instead of being cut off twice by the automated customer support! You should always be given the option to talk to a person, and not an automated cut-off!. It shouldn't take a one star review to get to talk to somebody!
July 30, 2026
Reply from Hive
Hi John, Thank you for your feedback, and I'm sorry to hear about your experience.
I understand your frustration regarding the lack of communication and the difficulty you encountered when trying to contact us.
I will reach out to you directly and personally investigate this matter to help get it resolved as quickly as possible.
I would also like to clarify that your order is not shipped directly to you by us. Once everything is ready, the equipment is delivered and installed by one of our approved installers, who will contact you regarding the next steps. That said, I appreciate that you haven't received any updates since placing your order on 7th July, and I'll look into this to find out what has caused the delay.
Thank you for bringing this to our attention. I'll be in touch directly to help get this sorted.
Kind regards^Vicky.
Hive heating is good when it’s working…
Hive heating is good when it’s working but if anything goes wrong you may have your work cut out getting it sorted. The AI support is full of holes and twice it sent me off trying to connect my system when other stages of the process needed completing beforehand. Each time the AI sent me off doing long protracted tests and resets, all to no avail. When I suspected these errors and pointed them out, the AI system apologised and said I was indeed correct. I spent almost five hours communicating with this system which is in my experience, inadequate and flawed.
July 29, 2026
Unprompted review
Reply from Hive
Hi Kev,
Thank you for taking the time to share your experience.
I'm sorry to hear that getting support for your Hive Heating system has been so frustrating. Spending almost five hours working through troubleshooting steps, only to find that some of the guidance was incorrect, is understandably disappointing and not the experience we want our customers to have.
We appreciate your feedback regarding the AI support journey, particularly where it directed you through lengthy tests and resets before other essential steps had been completed. It's concerning to hear that you had to identify these gaps yourself, and I can understand why this left you feeling dissatisfied with the support provided.
I'd like to reach out to you directly to discuss your experience in more detail and see how I can help. Your feedback is important to us, and I'll ensure it's shared with the relevant teams as we continue to improve our support services.
Kind regards^Vicky.
Reply from Hive
Hi R H,
Thank you for taking the time to leave a review.
I'm delighted to hear that your experience was smooth, instant, and relevant. We work hard to make getting support as straightforward and efficient as possible, so it's great to know we delivered on that occasion.
We really appreciate your feedback and your support of Hive.
Kind regards^Vicky.
Reply from Hive
Dear Gerald, Thank you for taking the time to leave a review. We're delighted to hear that you're finding Hive easy to use and that you're enjoying the convenience of controlling everything from your phone. Making it simple to manage your home from wherever you are is exactly what we aim for.
Thanks again for your feedback and for choosing Hive. Kind regards^Vicky
Listening happy to help customer…
Listening happy to help customer services very rare these days found the product I needed and went the extra mile. Thank you. Will definitely us again and happy to recommend Hive.
July 25, 2026
Unprompted review
Reply from Hive
Hi Sunseeker, Thank you for taking the time to leave such a wonderful review. We're delighted to hear that you had such a positive experience with our customer service team. Taking the time to listen, understand your needs, and go the extra mile is exactly the kind of service we strive to provide, so it's wonderful to know this was reflected in your experience. It's great to hear that you found the product you were looking for and that our team was able to help make the process as smooth as possible. Thank you for your kind words, recommendation, and continued support. We look forward to helping you again in the future. Kind regards^Vicky
Solving EV Charger Set up Problems
Having had a British Gas EV Charger installed I found it wasn't working and was advised by the engineer to contact BG EV Support the following morning. I got put through to Harj of the EV Warranty Team just after 9 am.
Harj then spent a large part of his day working on my problem. He showed immense patience with me and understanding of my situation and demonstrated great depth of knowledge of the equipment and software involved. With his dedication and tenacity, after much investigation, and several phone calls, he eventually solved the problem and got me up and running. He then spent some time explaining tariffs to me and gave me advice on how to proceed.
After my initial disappointment at the charger not working, he restored my faith in British Gas! Very many thanks Harj!
July 28, 2026
Unprompted review
Reply from Hive
Hi Mike, Thank you for taking the time to share your experience. We're sorry to hear that your EV Charger wasn't working following installation, but we're delighted that Harj was able to turn the situation around for you. It's wonderful to hear how dedicated he was in investigating the issue, keeping in touch throughout the day, and ultimately getting everything up and running.
Your comments about his patience, technical knowledge, and determination are greatly appreciated. We're also pleased that he was able to provide additional guidance on tariffs and next steps, helping you get the most from your new charger. We'll be sure to pass on your kind words to Harj and the EV Warranty Team. Thank you again for your feedback, and for giving us the opportunity to restore your confidence. Kind regards ^Vicky.
Not honouring hive+ warranty All sorted
All sorted easily by Vicki at Hive who was brilliant. Thanks again Vicki.
have had my hive system since it was introduced. I have always loved it and because of the cost of replacing any of the components and the fact that there is a fairly high rate of unreliability I have always taken out the warranty. Nowadays it’s hive plus and before that it had a different name.
Trying to have components replaced under the warranty when they are faulty is virtually impossible. It seems to me they are happy to take the money for the warranty but will try anything not to pay out under the terms of the warranty.
My latest faulty component is a TRV which has been using 3 or 4 pairs of Duracell plus batteries each year for the past three years. None of the other electrical equipment in my home was changed three years ago when the problem began. Before that it was using one pair every 18 months to a year.
After jumping through hoops they asked me to disconnect it and put it beside the hub so they could monitor it.
After 4 days this was their actual reply:
“After careful monitoring and investigation, we have identified that there may be an obstruction affecting communication between the TRV and the hub. Common sources of interference include walls and wireless devices such as video doorbells, baby monitors, cordless phones, and Wi‑Fi networks, as these operate on similar frequencies.
Additionally, devices located on different floors or in rooms further away from the hub may experience a weaker signal, which can impact performance and reliability.”
They are actually suggesting is that the valve is not faulty but that it is not working as it should because it’s in a different room from the hub.
I don’t think they are being reasonable and have asked to escalate my problem to a complaint. Their customer services are not the best so we’ll see how it goes.
UPDATE: All sorted very easily by Vicki at Hive who was brilliant. Thanks Vicki
July 28, 2026
Unprompted review
Reply from Hive
Hi Brian, Thank you for taking the time to share your experience. We're sorry to hear about the difficulties you've faced when trying to make a claim under your Hive Plus cover. We understand how frustrating it must be to have a TRV that appears to be consuming batteries far more frequently than expected. We appreciate that you've already spent time carrying out troubleshooting steps and working with our team.
The request to move the TRV closer to the hub was part of our diagnostic process to help determine whether connectivity or signal strength could be contributing to the issue. However, we appreciate your concerns and recognise the importance of reaching a fair resolution when a product may be faulty. We'd like the opportunity to review your case further. If your issue remains unresolved, please reply to my request for further information so that we can investigate the matter in more detail.
Kind regards^Vicky.
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