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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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
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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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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.
Pragmatic support from Hive EV Warranty Team
Had a problem with Hive charger talking to Renault and Octopus, Simon in the Hive EV Warranty Team was pragmatic and provided a solution as well as other options to follow up. Thanks!
27 July 2026
Unprompted review
Reply from Hive
Hi Col, Thank you for taking the time to leave us a review. We're delighted to hear that Simon and the Hive EV Warranty Team were able to help resolve the issue with your charger's connection to Renault and Octopus. It's great to know that Simon provided a practical solution along with further options to support you. We'll make sure your kind feedback is shared with Simon and the team. Thank you for choosing Hive. Kind regards^Vicky.
Fantastic Help from Hive EV Warranty Team
We recently had a Sync Energy EV charger installed, but unfortunately it wasn’t appearing in the Hive app due to a commissioning issue. I contacted Hive support and Simon from the EV Warranty Team was incredibly helpful. He quickly identified the problem, explained everything clearly, and got the charger commissioned and connected without any fuss. Excellent customer service, knowledgeable support, and a great resolution to the issue. Thanks, Simon!
27 July 2026
Unprompted review
Reply from Hive
Hi Sarah,
We're delighted to hear about your positive experience with our EV charger installation and support. It's wonderful that Simon was able to quickly resolve the commissioning issue and get your charger connected seamlessly. We appreciate your kind words about the excellent customer service and knowledgeable assistance.
Kind Regards ^David
Outstanding Support
We have had the most outstanding support from Tia and the EV Warranty team. Our charger has been playing up for months and Tia has been instrumental in helping us communicate with our DNO to get the issue resolved. Tia has kept in touch with us regularly and has always been highly professional and honest about resolving the issue we had. We really appreciate the customer service and personal support that we have been given. The problem has now been resolved and we would not have been able to do that without the support from Tia and the team.
27 July 2026
Unprompted review
Reply from Hive
Hi Elisabeth,
We are so pleased to hear about the outstanding support you received from our team. It's wonderful to know that we were instrumental in resolving your charger issue and that you appreciated the regular communication and professional assistance. Thank you for your kind words!
Kind Regards ^David
It was like pulling teeth for both of us.
Rang Hive helpline. After jumping through hoops, we finally started talking about the system. The lady was very nice but obviously somewhere in Asia. I could not fully understand her and she definitely couldn't fully understand me. I had to talk so slowly and clearly, being very precise any deviation and she was lost. Why do these companies always take the cheap outside UK -sourcing and leave us the paying customer to do the hard work for them. Sell me the Hive then leave us floundering. So so poor.
Now received response from Hive. I don't want to give too many details as don't want operative to get in trouble, it's not their fault, doing their pressured best. The fault lays wholly with Hive, the company, not the person attempting to help.
27 July 2026
Unprompted review
Reply from Hive
Hi Jon, Thank you for taking the time to share your feedback. We're sorry to hear that your experience with our support service did not meet your expectations. While we're pleased that you found the advisor polite and helpful, we understand how frustrating it can be when communication difficulties make resolving an issue more challenging than it should be. We appreciate your honest comments regarding the support journey and the level of assistance you received. Feedback like yours is important to us as we continuously review and improve the service we provide to our customers.
I'd like to reach out to you directly to ensure that any issues you were experiencing have now been fully resolved and to see if there's anything further we can do to help. Kind regards^Vicky.
Reply from Hive
Hi Margaret,
We're glad to hear about your positive experience with our speedy service. We appreciate your feedback!
Kind Regards ^David
Excellent from start to finish.
21 July 2026
Reply from Hive
Hi Jonas,
We appreciate your positive feedback! We are so glad to hear that your experience with us was excellent from beginning to end. Thank you for sharing.
Kind Regards ^David
We have no idea how or even if it works
We have no idea how or even if it works
We were not shown by the British Gas engineer who fitted it, just left a pamphlet for us to read, because it has been so warm we have no need to use the heating. Maybe a hive specialist could come out and show us how it works and make sure it DOES work!!
20 July 2026
Reply from Hive
Hi Gary,
Thank you for sharing your experience. I'm truly sorry to hear that the installation process left you unsure about how to use your new system and whether it's functioning correctly.
We'll reach out to you with some additional support.
Kind Regards ^David
The Hive
I was very pleased that the installation did not take too long. Seemed very straight forward for the engineer, he carried out the fitting super efficient.
22 July 2026
Reply from Hive
Hi Christina,
We're delighted to hear that the installation was quick and straightforward, and that our engineer was super efficient. Thank you for sharing your positive experience!
Kind Regards ^David
Awful experience
Awful experience. Had an BG engineer sell me hive on a routine boiler check. Have not been able to access the app, it does not recognise the email address that was used even though I received all the set up emails on this email. Getting through to hive is impossible if they do not recognise your email address so all the call lines just end the call as does the chat feature. I am left having spent over £200 to install hive now not able to set my heating. Hive support is ridiculous and there is just no way to get anyone to speak to you.
25 July 2026
Unprompted review
Reply from Hive
Hi Tina
I'm so sorry that this has been your experience. I've sent over an information request through Trustpilot - if you fill that in we'll be able to access your account and get in touch directly to see if we can resolve this for you.
Kind Regards, ^David
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