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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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
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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
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United Kingdom
- www.hivehome.com
4.1
Great
52K reviews
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AVOID. NO CUSTOMER SUPPORT WHATSOEVER
UPDATE: HIVE have contacted me trying to say it was the fault of the heating installer; WRONG, I was with him, and he gave his all trying to speak to HIVE - neither he nor I could get ANYONE to speak to. Had to raise a formal complaint, and surprise, surprise, a get a response. AVOID THEM IF POSSIBLE.
Original Entry:
THE WORST NON-EXISTANT CUSTOMER SUPPORT. I'VE BEEN A CUSTOMER FOR AN HOUR AND I'VE HAD TO RAISE A FORMAL COMPLAINT. THEIR APP IS HORRIBLE AND YOU CANNOT, CANNOT TALK TO ANYONE AT ALL. EVER. HORRIBLE APP EXPERIENCE, HORRIBLE PRODUCT, SADLY WE'RE FORCED INTO USING THIS CRAP AND LOSING OUR BELOVED NEXT/GOOGLE BY THE NEW BOILER WE'VE HAD.
17 July 2026
Unprompted review
Reply from Hive
Hi Scott, Thank you for your feedback.
We're so sorry to hear about your experience and appreciate how frustrating it must have been to encounter difficulties so soon after becoming a customer. We understand your concerns regarding the app and the support you've received, and this is not the experience we want for our customers.
We'd like the opportunity to look into this further and understand what went wrong.
Please respond to our request for information with your account details and any complaint reference number you may have, and we'll ensure the matter is reviewed by the appropriate team.
We appreciate you taking the time to share your feedback, as it helps us identify areas where we can improve. Best wishes^Vicky.
Reply from Hive
Thank you for your review, Charles.
We're pleased to hear that you found Hive easy to use and understand. We work hard to make our products as simple and user-friendly as possible, so it's great to know that your experience has reflected that.
Thank you for choosing Hive and for taking the time to share your feedback. Best wishes ^Vicky.
Hive
Sorry for giving 4* but I’ve not really used it yet mainly because it’s just been installed and the weather to warm just glad it’s in before winter hits
17 July 2026
Reply from Hive
Hi Lee, Thank you for your review.
There's no need to apologise for the 4 stars! We're pleased to hear your Hive system has been installed and ready ahead of winter. Getting everything set up before the colder weather arrives is always a great feeling, even if the recent warm weather has meant you haven't had much opportunity to put it through its paces yet.
We hope that once you've had a chance to use Hive over the coming months, you'll enjoy the convenience and control it provides. If it lives up to your expectations, we'd be incredibly grateful if you would consider updating your review to 5 stars.
Thank you for choosing Hive and for taking the time to share your feedback. Best wishes^ Vicky.
Reply from Hive
Thank you for your review, Heather.
We're delighted to hear that you received excellent service. Providing a positive experience for our customers is always our goal, so it's great to know we met your expectations.
Thank you for choosing Hive and for taking the time to share your feedback. We really appreciate it. Kind regards^Vicky.
Great installer for our UV charger.
16 July 2026
Reply from Hive
Hi Mr Petrie,
We're so happy to hear about your positive experience with our installer for your EV charger. Thank you for sharing your feedback!
Kind Regards Paul
Reply from Hive
Hi Miss Barry ,
We're so happy to hear that our product was easy to install and that you would recommend it! Thank you for your positive feedback; we appreciate it.
Kind Regards Paul
Speedy delivery & installation
Speedy delivery & installation, cheerful & helpful engineer,
16 July 2026
Reply from Hive
Hi Ms Smillie,
We're so pleased to hear that you experienced speedy delivery and installation, and that our engineer was cheerful and helpful. Thank you for sharing your positive feedback with us!
Kind Regards Paul
Reply from Hive
Hi Ken, thank you for your 5 star review. I'm delighted your experience with our service has been a positive one,
Kind regards, Paul
Ease of Use
The Hive App is easy to use and provides useful insights into our energy usage and ways to reduce the costs.
16 July 2026
Reply from Hive
Hi Mr Matthews,
We're so glad to hear you find the app easy to use and that it provides valuable insights into your energy consumption, helping you reduce costs. Thank you for your feedback!
Kind Regards Paul
Turned up when they said they would
Turned up when they said they would. Did the job and were helpful in explaining usage.
11 July 2026
Reply from Hive
Hi Jim,
We are so pleased to hear that our team arrived as scheduled and provided helpful explanations. We truly appreciate your kind words and positive feedback!
Kind Regards Paul
Service was good
15 July 2026
Reply from Hive
Hi Graham, thank you for the review. I'm delighted that you have had a positive experience with us.
Kind regards
Paul
Alex was great
Alex was great, he was really patient, he talked me through what i needed to do and waited while i downloaded the Hive app, and talked me through resetting the charger, very polite, helpful and patient
16 July 2026
Unprompted review
Reply from Hive
Hi there
We're delighted to hear that Alex was patient and helpful, guiding you through the app download and charger reset. We appreciate you sharing your positive experience.
Kind Regards Paul
When experiencing problems do not delete HIVE EV Charger from the HIVE App or you may lose your data
I recently experienced several issues with my Hive EV Charger, which was not charging correctly over the course of a few days. While attempting to troubleshoot the problem, I inadvertently deleted the charger from the Hive app—a step I would strongly advise against, as it can result in the loss of important data and settings.
When I reviewed my installation documents, I discovered that I could not locate either the charger registration number or the PIN provided at the time of installation nearly a year ago. As a result, I contacted the British Gas Hive Support Team and spoke with a customer service adviser named Tia.
Tia provided an outstanding level of customer service. She was professional, patient, and attentive throughout what proved to be a lengthy process to identify the correct information needed to reconnect and reinstall the EV charger within the Hive app. She listened carefully, explained each step clearly, and offered knowledgeable guidance throughout the troubleshooting process.
Thanks to Tia’s expertise and the information she provided, I was able to successfully reconnect the EV charger to the Hive app. Although she advised that my historical charging data might not be fully recoverable, I was pleased to find that, after completing the setup, my full charging history had been restored.
This experience highlighted a valuable lesson: ensure that you receive and retain the installation guide containing your charger’s registration number and PIN at the time of installation. Equally importantly, avoid deleting the EV charger from the Hive app. If issues arise, reinstalling the app itself is often sufficient and should restore your connected devices.
I have owned the Hive EV Charger for approximately ten months and have found it to be an excellent product. In this instance, the fault was not with the charger itself. The charging issues were linked to a Hive system upgrade being undertaken by British Gas that had affected some customers. Before removing devices or making significant changes, it is worth checking the service status and following the recommended troubleshooting steps. In most cases, the issue can be resolved without difficulty. If further assistance is required, contacting the support team during office hours is highly recommended.
Without Tia’s patience, professionalism, calm approach, and exceptional support, I would likely still be struggling to reconnect my EV charger to the Hive app. She is a credit to the British Gas Hive Support Team, and I would like my sincere thanks and appreciation to be passed on to her.
16 July 2026
Unprompted review
Reply from Hive
Hi Bernie,
We are truly grateful for your detailed and positive feedback regarding your recent experience with our EV charger and Tia. We understand that encountering issues with your charger can be frustrating. We appreciate you sharing your valuable insights.
We are incredibly proud to hear about the exceptional support you received from our Tia. We will certainly ensure your sincere thanks and appreciation are passed on to her. It is wonderful to know that her patience, professionalism, and expertise were instrumental in resolving your issue and even restoring your full charging history.
Your experience highlights the importance of checking service status and following recommended troubleshooting steps, and we thank you for sharing that with other users. We are pleased that, despite the initial challenges, you continue to find our EV charger an excellent product.
Kind Regards Paul
Up the Fox's and Karen is a service star!!
Karen at the EV warranty team was a star and had the patience of a saint dealing with a techno phobe like me!! She left no stone unturned in her pursuit of trying to resolve my problem. Another benefit was I achieved my 10,000 step count running between my lap top, router, TP Link and the EV charger. Winner winner chicken dinner!! ( which I quite fancy after all that exercise!) Top job Karen keep up the great work.
16 July 2026
Unprompted review
Reply from Hive
Hi Tony,
We're happy to hear that Karen from the EV warranty team provided you with exceptional support and patience. We appreciate your positive feedback regarding the dedication shown in resolving your problem. Thank you!
Kind Regards Paul
Hive mini. Easy to use and once set up just forget…
Easy to use and once set up just forget about it. You can use it from your phone
10 July 2026
Reply from Hive
Hi Stefan, thank you for your review.
We're pleased to hear you're finding Hive Mini easy to use and that you're enjoying the convenience of controlling it from your phone. It's great feedback to know that once everything is set up, it works seamlessly in the background. Thanks for choosing Hive and for taking the time to share your experience. Regards ^Vicky.
EV Charger
I phoned Hive ref my EV charger as it not working for the specified time set and found out that my car goes to sleep after so many hours. Karen gave me advice on how to sort this problem out. They kept my query open and was checking on there system, so when I charged my car it was working ok.
The next morning I had a phone call from Karen just checking everything was working correctly.
I would like to say to Karen thank you for all your help.
30 June 2026
Unprompted review
Reply from Hive
Thank you for taking the time to share your experience. We're delighted to hear that Karen was able to help identify the cause of the charging issue and provide advice to get everything working as expected. It's especially pleasing to know that she followed up the next day to make sure everything was still running smoothly.
We'll be sure to pass your kind comments on to Karen and recognise her for the excellent support she provided. Thank you for choosing Hive, and we hope you continue to enjoy your EV Charger. Kind regards ^Vicky.
I've used Hive for a year or so
I've used Hive for a year or so. The app works well to control radiators though you do have to make sure a manual change is registered before leaving the app.
The usage stats and insights are rubbish. The app claims I used over £25 gas in June compared to my British Gas bill of under £5.
I've also been asked if I want to adjust my heating as I am due to arrive home. That's great in theory but it's July 2026 and temperatures have reached 30+ degrees
15 July 2026
Unprompted review
Reply from Hive
Dear Joe, Thank you for taking the time to share your feedback. We're pleased to hear that you've found Hive useful for controlling your radiators over the past year. We appreciate your comments regarding manual changes within the app. We always recommend checking that any changes have successfully saved before closing the app, as this helps ensure your settings are applied correctly. Regarding the usage insights, we're sorry to hear that the figures don't appear to match your British Gas bill. We'd recommend checking that the tariff details entered within your Hive app are up to date and accurately reflect the tariff you're billed on, as this can affect the estimated cost information displayed.
The heating notifications when you're arriving home, this is part of Hive's geolocation feature. If you no longer wish to receive these prompts, you can disable geolocation within the app settings.
Thank you again for your feedback, as it helps us continue to improve our products and services. Kind regards ^Vicky.
Appears to work okay
Appears to work okay. Will know more in winter.
Seems easy to operate.
10 July 2026
Reply from Hive
Hi Jane, thank you for your review.
We're pleased to hear that you're finding Hive easy to operate and that it's working well for you so far. As we're currently in the warmer months, we completely understand that you'll get a better feel for the system once the colder weather arrives. We hope Hive continues to meet your expectations throughout the winter season, and we're here if you ever need any support. Kind regards^ Vicky.
Every house I move to I fit the hive…
Every house I move to I fit the hive system. The ability to control the heating from my phone from anywhere has always been a blessing especially when travelling.
10 July 2026
Reply from Hive
Hi Malcolm, Thank you for your fantastic review and for your continued loyalty to Hive.
It's great to hear that you've chosen to install Hive in every home you've moved to. Being able to control your heating from anywhere through the Hive app is one of the key benefits of the system, and we're delighted that it's made life easier for you, especially when travelling. We really appreciate your ongoing support and thank you for taking the time to share your experience. Kind regards ^Vicky.
Great service Karen - EV charger issue
Have an issue with my EV charger not working went through the helpful guided troubleshooting on the app and was then put through a customer success support agent called Karen. She was fantastic on the phone explaining the process and booking me in for engineer visit.
So far so good, now let’s hope the engineer is as good as Karen was
15 July 2026
Unprompted review
Reply from Hive
Hi Brett, Thank you for taking the time to share your experience. We're sorry to hear you experienced an issue with your EV Charger, but we're delighted to hear that the guided troubleshooting helped and that Karen was able to provide the support you needed. It's great to know she took the time to explain the process clearly and arrange an engineer visit for you. We'll be sure to pass your kind comments on to Karen. We hope your engineer visit goes just as smoothly and that everything is resolved quickly. If you need any further support in the meantime, please don't hesitate to get in touch. Kind regards ^Vicky.
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