Not happy British Gas Hive

Microhead

Hi all

A month ago i called a British Gas engineer out to look at the thermostat & receiver for my central heating, as they weren't communicating with each other.
BG Engineer said that i needed an update of both bits, so he installed and tested Hive, there and then. Fantastic! All working, paid BG the call out charge, and everything was great for a month.
Now a red light has come on, on the receiver due to there being no signal again between thermostat & receiver. When this happens, the manual says you need to phone BG. Did that and they said the only way of sorting this is another visit from an engineer with another call out charge. I wasnt happy about being charged again as it had only been installed a month ago. Anyone else had problems with Hive??? Engineer coming out next wk.

iammumtoone

Did they say would would definitely be charged?

It might be that they need to see what the issue is, if its a fault with the hive or wrongly installed you won't be charged, but if it turns out to be user error then they will charge you?

teddysmum

I don't know this system, but my mobile thermostat has batteries. If this is the case, are the batteries in good order ?


My communication suddenly went off, but was fine after a battery change and a button press to raise the temperature by half a degree. (This made the boiler kick in).

Microhead

Can't see how it can be a user error, as it's bn working fine for the last month. Hopefully it is some kind of install error and won't be charged. The batteries are fine. I took one out and put back in and restarted the thermostat. But it's not finding anything .

jaybeetoo

BG won't be sending out an engineer but they might send a technician.

Anyway, the Hive system is really simple - I installed mine myself.

First of all, put the thermostat in the same room as the hub. Do they now communicate? If you go into the Hive app and go into Manage my devices, do you see all the devices listed? Is the battery for the thermostat showing as ok? Against each device is an indication of the signal strength for Hub, Thermostat and Receiver. Do they all show a signal? What light(s) is on the receiver?

Installation instructions:

http://www.free-instruction-manuals.com/pdf/pa_1286225.pdf

Cardew

jaybeetoo wrote: »

BG won't be sending out an engineer but they might send a technician.

Exactly!

Why is it only in the UK that the term 'engineer' is used for anyone connected with any form of repair, from a labourer who digs a hole to access a water pipe.

In the medical world we don't call a health care assistant, nurse, sister etc 'doctor'.

Keep up the good work;)

cheesetoast

Cardew wrote: »

Why is it only in the UK that the term 'engineer' is used for anyone connected with any form of repair, from a labourer who digs a hole to access a water pipe.

For the same reason that shops don't have "shop assistants" anymore, they have "sales associates", "executives", "customer care specialists", "instore colleagues", and "end-user happiness experts".

Microhead

Hi all. So it's happened again. A month after the service check. Then all of a sudden for no reason, 'NO SIGNAL' between the receiver and thermostat and a red light on the receiver. This is the 4th time its happened now in a yr and a half roughly :mad: Batteries in thermostat are fine/new. The Thermostat is in the next room to the receiver with a thin wall in between so there should be no problem with this. Engineer coming out in a weeks time to have a look again!!!