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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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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
Our shipping promise
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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Tia was amazing
Tia was very helpful, friendly and knowledgeable about solving my issue.
Solved it in no time....😜
31 July 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
30 July 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!
30 July 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.
29 July 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.
25 July 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!
28 July 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
28 July 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.
Very good support from Hive Warranty team
Very good support from Harj in the Hive EV warranty support team.
Called to request support for my car charger which still wasn't working after following the self help guide trying to reset/reboot it (repeat issue).
Got through quickly to speak to someone which is a rarity in modern times which made a nice change.
Successful outcome with a home repair visit arranged for the next day!
Would have scored five star if the phone call to arrange it was quicker. The initial call to raise the issue was 26 minutes followed by a call back of 6 minutes to confirm the appointment.
The call time can be offset by only taking one minute to speak to someone,
Overall happy with the outcome and would recommend the service but hopefully you won't need to call the warranty team. :)
28 July 2026
Unprompted review
Reply from Hive
Hi Mr Mitchell, Thank you for taking the time to leave a review. We're delighted to hear that Harj and the Hive EV Warranty Support Team were able to assist you with your charger issue and arrange a repair visit so quickly. It's especially pleasing to know that you were able to get through to an adviser promptly and that Harj provided the support needed to achieve a positive outcome.
We also appreciate your balanced feedback regarding the time taken to complete the appointment booking process. Customer feedback like yours helps us identify where we can improve the experience while continuing to provide effective support when issues arise. We'll be sure to pass your kind comments on to Harj and the wider team. Thank you for your recommendation, and we hope your charger is back to operating reliably very soon. Kind regards^Vicky.
Hive test.
It hasn't been given a real test as yet due to the weather. Maybe when it's cooler will I give a proper review.
28 July 2026
Reply from Hive
Hi Chris Thank you for taking the time to leave a review. We completely understand that it's difficult to fully assess the system until you've had the opportunity to use it in cooler weather and under normal day-to-day conditions. We hope everything performs as expected when you put it through its paces. If you do have any questions or need support in the meantime, our team will be happy to help. We also hope you'll come back and update your review once you've had the chance to give the system a proper test. We're always striving to deliver a 5-star experience, and we hope we'll have the opportunity to show you that we're worthy of that rating. Thank you for choosing Hive, and we look forward to hearing your thoughts in the future. Kind regards^Vicky.
Not even received delivery yet and the…
Not even received delivery yet and the customer service support has been awful. The British Gas sales assistant sent the application off with a typo in my name and no given 'title' (Miss/Ms etc). To organise a Hive a 'title' is apparently a required field. Therefore I've not been able to confirm and book delivery for the Hive hub/ thermostat. I've rung the support number multiple times, used the virtual assistant repeatedly and not once been put through to a human being. The phone number just disconnects and says to use the virtual assistant. The virtual assistant says you will need to speak to a 'Hive+ consultant' - so before even receiving any service at all, it is telling me to sign up to Hive+ to be able to receive support from a person. Absolutely insane. I've been using the support pages, following advice from virtual assistant that says you can update your personal details in the app - I can't. The only personal detail you can edit in the app is your email, not the name or title. Clearly this needs to be approved by a person but Hive has absolutely no means for you to speak to someone.
28 July 2026
Unprompted review
Reply from Hive
Hi Christina, Thank you for taking the time to share your feedback.
We're sorry to hear about your experience. We understand how frustrating it must have been to discover an error in your details and then be unable to get the support needed to correct it and progress your Hive order.
It's disappointing to hear that your attempts to contact us by phone and through the virtual assistant did not provide the assistance you were looking for. We appreciate the time you've spent trying to resolve this and understand your concerns regarding the lack of a clear route to speak with someone.
I'd like to reach out to you directly so we can look into the issue with your account details and ensure you're able to proceed with your order. Kind regards^Vicky.
EV Charger Install Cert
I rang Monday to seek a copy of my EV charger installation cert and received within 24 hours with a call also to advise it had been sent.
Great service .. thank you and very much appreciate (to Joseph .. in warranty claims)
28 July 2026
Unprompted review
Reply from Hive
Hi Mac, Thank you for taking the time to leave a review. We're delighted to hear that Joseph was able to assist you with obtaining your EV charger installation certificate so quickly. It's great to know that you received both the certificate and a follow-up call to keep you informed. We'll be sure to pass your kind feedback on to Joseph and the Warranty Claims team. Kind regards^Vicky.
All installed correctly with no problems
23 July 2026
Reply from Hive
Hi Chris, Thank you for taking the time to leave a review. We're delighted to hear that your Hive system was installed correctly and that everything went smoothly without any problems. Thank you for choosing Hive.
Kind regards^Vicky.
I am satisfied with the product other…
I am satisfied with the product other than at times the app shows as offline when there is no problem with the internet connection and no problem with the phone
26 July 2026
Reply from Hive
Hi,
Thank you for taking the time to leave a review.
We're pleased to hear that you're satisfied with your Hive system overall. We're sorry to hear that the app occasionally shows as offline despite your internet connection and phone working normally. This can sometimes indicate a connectivity issue between the Hive devices themselves rather than with your broadband or mobile device.
I'd be happy to reach out to discuss this further and help ensure everything is working as expected. Kind regards^Vicky.
I called the helpline and found the…
I called the helpline and found the person on the other end very helpful and patient, my problem was solved in minutes. Unusual these days .
24 July 2026
Unprompted review
Reply from Hive
Hi Sharon, Thank you for taking the time to leave us a review. We're delighted to hear that your call to our helpline was such a positive experience. It's great to know that our advisor was helpful and patient, and that they were able to resolve your issue within minutes. Providing a quick and effective service is exactly what we aim for, so it's fantastic to hear we delivered on this occasion. We especially appreciate your comment about this being "unusual these days" – we'll be sure to share your feedback with the team. Thank you for choosing Hive.
Kind regards^Vicky.
Good overall
Good overall. Not yet tried boosting heating due to hot weather. Hopefully have chance in winter
22 July 2026
Reply from Hive
Hi Teresa, Thank you for taking the time to leave us a review. We're pleased to hear that your experience has been good overall. We hope you'll enjoy all the benefits of your Hive system when the cooler weather arrives and you're able to make full use of the heating features. If you need any help in the meantime, please don't hesitate to get in touch. Kind regards^Vicky.
Reply from Hive
Hi Pippa, Thank you for taking the time to leave us a review. We're delighted to hear that you received great service and found everything to be very efficient. It's wonderful feedback for the team and greatly appreciated. Thank you for choosing Hive. Kind regards^Vicky.
Excellent service
Excellent service, always solve any issues quickly with very knowledgeable call handlers.
24 July 2026
Unprompted review
Reply from Hive
Hi Ian, Thank you for taking the time to leave us a review. We're delighted to hear that you've consistently received excellent service from our team. It's great to know that any issues you've encountered have been resolved quickly and that our knowledgeable advisors have been able to provide the support you needed. Your feedback is greatly appreciated and will be shared with the team. Kind regards^Vicky.
Unfortunately I had a power cut and my…
Unfortunately I had a power cut and my Hive lost all it's correct functions,I contacted Hive support and the advisor helped me get everything back to normal,it meant doing a factory reset ,time and patience.
22 July 2026
Unprompted review
Reply from Hive
Hi Brenda, Thank you for taking the time to leave us a review. We're sorry to hear that the power cut caused issues with your Hive system, but we're delighted that our support advisor was able to help get everything back up and running. Sometimes a factory reset can be the best solution, and we're pleased that their patience and guidance helped restore your system to normal. We really appreciate your kind feedback and thank you for choosing Hive. Kind regards^Vicky.
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