Timeguard Reviews 121

Shocking service. It has now been a few days I’ve had the blue flashing light and no hot water. In order to get any in now need to wake up in the middle of the night to switch on the heater. I cannot believe given how unreliable and often Timeguard system goes down they had nobody on customer services. Clearly, they could not care less. The unit was not cheap but the customer services certainly is. Voicemail box full and can’t leave a message. I cannot continue like this. I’m t has been several years of shocking down time issues.

We have the same poor experience as everyone else. Works much of the time, but when it breaks down it’s not supported. It’s not good enough.
Beware they seem to be migrating to Tuya, so the support will get even worse. Time to jump ship and move to something more stable.

Is it possible to give less than 1 star??
Yes, our hot water also isn’t working as the Timeguard server is down and, like everyone else here, Timeguard have decided to go on holiday until January 2nd without a basic contingency plan….just shockingly poor/ inept Customer “service……?????”

Useless. Can’t login as their server is down and had been for days. When it works it’s ok but app interface is a disaster. When it doesn’t…you stuffed.
I’m changing mine out for something a bit smarter.

Normally a blue flashing light in the middle of the night heralds the arrival of visitors from the planet Plod seeking their share of my profits, but on this occasion it was my Timeguard device desperately trying to re-connect to the mothership. To no avail - the network was busy. Apparently, the Time Guardians do not oversee the full 24/7 orbit of the Earth and are elsewhere in the Universe outside of Earth's office hours, weekends and public holidays. My crop needs regulated heat and light, but the Timeguard spur was not up to the task. Otherwise our plants die... something which can't be sniffed at. We had to disconnect it and revert to a manual switch. Fortunately, after a distress call to the planet Chosry, a much better device will shortly be dispatched and this sorry episode can be rectified

Server is down and can’t log into the app. All my devices are now set to OFF. It is unacceptable that there isn’t 24hour support for such an important line of products

Do not purchase from Timeguard. Atrocious product and customer service. Wi-Fi spur continually looses connection effectively leaving our home with no hot water over the Christmas period. Their servers are down. Online instructions wildly unhelpful. Website must have come out of the ark it’s so dated. Zero customer support to help reconnect. Phone line some sort of kafkaesque bottomless hole to nowhere and nobody. This company should not be allowed to remain in business. In fact I think it may have gone out of business. honestly cannot understand how they can leave customers stranded like this otherwise. Totally unethical. Someone at timeguard must surely realise the strength of dissatisfaction with them just from the reviews alone. It’s utterly bizarre!

Useless support

No one answers. Server / network busy for 3 days. Can’t login can’t create a new account. No one answer the phone, don’t answer emails and chat doesn’t work.

Servers constantly down and no-one monitoring. Absolute joke. Dont waste your money, go elsewhere!

TG app down again over a bank holiday and no customer service until 2nd January - this is so poor for a product like this. From other comments, we are not the only ones relying on the switch for hot water / heating.

Timeguard is owned by a German company, Theben AG

It might help if other UK users complain to them directly

Unfortunately 1 star is the minimum - AVOID THIS COMPANY AND PRODUCTS!
Absolutely awful server and zero support.

Server is down yet again. Nobody available until Jan. 2nd. We’re on the E7 electricity rate, now I have to wake up in the middle of the night to switch the heating on manually. A complete lack of customer service, nobody available in the weekends, no back up whatsoever. You would expect someone monitoring the server, especially knowing that is goes down so often! Shocking shocking shocking,

I have 2 of these switches. Cost me £233 to buy and get installed. They’ve now gone down, no access to the app and no hot water. No one answering the phones just as all the other reviews have said in the last few days. It seems timeguards entire customer base is suffering and there is no answers or help from timeguard. I will be replacing my switches with another more reliable brand that look after their customers and which actually work!

We had an IP66 wifi unit fitted to control an electric aga cooker. It has failed 4 times in under 2 years. Timeguard's server goes down, usually at a weekend when no one is answering their phones, which makes the app fail. Even on a working day their voicemail boxes are full and when invited to "dial 0" for assistance the reply is "invalid command"! Emails go unanswered. The instructions say that remote control can be overridden on the unit but this does not work either. Do not buy this product or anything else from Timeguard if you value customer service.

Update: Emergency call out electrician has installed an override. Hooray! At least we now have manual control... Meanwhile some research at Companies House reveals Timeguard was purchased by Deta Electricals in Jan 2023 for £2.6m (the purchase included £1.6m for Goodwill - most of which must now have evaporated!). In turn I found Deta electricals are owned by Newbury Investments (Chairman Nigel Palmer and FD Leo Yu should you wish to complain) and although Deta are also closed until 2 Jan I managed to reach a very sympathetic person at Newbury Investments. They prompted Neil Chapman, Sales Director at Timeguard, to interrupt his game of golf and say he was trying to get Supplymaster to reboot the server. That was at 4pm on 30th. As of 12.30 pm on 31st it is still "Network busy". I have had no responses to two further emails and a vm but you are welcome to contact Neil on his email (Trustpilot doesn't allow email addresses apparently but you could try first name with first letter of surname at timeguard.com - using the symbol for "at") or 07710925157 to see if you can do any better! Does Timeguard hold the record for the worst Trustpilot rating?

Further update: App now working, 24hrs after Neil Chapman emailed me to say he had requested a reboot.
Quote from Deta Electricals Dec '23 Report and Accounts at Companies House: “Our strategy is to provide the highest possible service to customers”. Interesting juxtaposition with 64% 1* reviews

Same as other reviewers, works fine for 6 months but then the Timeguard server goes down and all personnel are on holiday so it takes days before they realise it is down and reset it at their end. Better getting the Google/Alexa controlled version I feel.

Server is down again. It's a weekend so this won't be corrected until Monday and my smart switch becomes a dumb switch. I have 5 of these switches for my immersion heater, boiler, aga etc. In order to get hot water at the off-peak rate for morning showers, I have to get up in the middle of the night. Why can't Timeguard monitor and reboot their servers over a weekend or, even better, get more or more reliable servers. If their business model for the timers isn't working ie not enough revenue in their sale price for a reliable cloud service, then charging a small annual fee (£10?) to guarantee continued connectivity would be worth it imo.

What went wrong? Same as goes wrong periodically, although it may run for 6 months or more with no problems. Just every so often, their server goes down so that I cannot log into my account - I just get a message "Networt busy!" (I presume they mean 'network'...); and if I cannot log into my account I can do nothing except use the pushbutton to switch my heating boiler on and off manually. So my £50-ish programmable auto-timer becomes a £50-ish manual on-off switch. It's a Saturday (usually happens on weekends or holidays!) so there's no help available online or by phone. It probably does happen on weekdays during office hours but somebody notices and gives the server a kick... Facebook and Twitter (sorry, X) pages last updated in September and June respectively don't inspire confidence.

Update: It's now Monday 30th Dec, and I've tried calling every number provided by Timeguard for Technical, Sales or General support. The Technical line immediately says "This mailbox is full" and cuts me off. Not surprising if all their customers are trying to reach them. The Sales and General support lines just ring for a minute or so then cut off. So I'm guessing I'll have no heating system controls over the next few days - totally abominable lack of service!

And if your system has been working, ignore some comments regarding splitting of 2.4GHz and 5GHz wifi bands, and the statements on the customer support page by Timeguard's Technical Manager that "Most of our calls are queries, rather than complaints, as installers explore new ideas." and "Complaints are usually from end users who weren’t given the right advice or instructions by installers". Unless the latter statement refers to end users who were advised by installers to fit a Timeguard device...

We’ve had SupplyMaster for 4 years to control our Aga.
It’s not the most user friendly but it has the functionality we require.

Once installed and set up in principle it works ok but that brings me into reliability…

Reliability of the app is non existent. Also the default setting if the app or internet go down is OFF. The company are essentially a MON-FRI 0900–1700. Off public holidays.

In 4 years it has failed on us around 10 times, anywhere from a couple of hours to a several days. There’s a manual override button on the spur but often it won’t work.

For a mass produced premium product, for the tech to be so unreliable and disable the system when combined with with a lack of 24/7 support, this is not acceptable to me. This seems more like a prototype product run from a garden shed than a company that is serious about expanding into a competitive market. This product is being used to control essential systems such heating systems, ovens and hot water systems. To have minimal to non existent customer support, numerous failures each year, where is the customer in these issues?

Most recently the server went down between Christmas and new year. No one within timeguard/SupplyMaster is taking calls or responsibility for sorting the issue out. This is a company failing to deliver in every respect. It’s like a ship without a crew, steaming towards rocks. I wonder if it’s still trading?

I can not recommend this product. I am purchasing an alternative product now.

Update; switched to Chosry. Early days but seems like a better supported product, with more functions (voice control) and is more user friendly.

Tried e mailing the MD and sales director but e mails bounced back. High turnover of staff it seems. For those interested have a look at the Companies House profile.

I have 5 of the TimeGuard fused spurs controlling heating systems in remote locations. When their servers fail all contol ceases and the scheduled programs stop which results in no heating. Currently receiving an email response from helpdesk saying office is closed until 2nd Jan. How is that customer service?

Server goes down all the time. No customer support. Supplier has zero interest in providing customer service