Hive Confusion!

IvyFlood

Hi Forum

Sorry in advance if this isn’t easy to follow but here goes;

We have just moved into our new house last Saturday and the heating is operated using a Hive system.

The previous owners left us all the bits including thermostat and hub. We fiddled around with it, set a programme and had heating for a few days.

Then on Wednesday the heating didn’t come on. After calling Hive we discovered that the hub was irrelevant because it was registered to the previous owners so we (with the help of Hive talking us through which they didn’t seem keen on because we didn’t have a hub) tried to operate the thermostat without it which involved a factory reset (taking a battery out and holding down some buttons). In theory it seemed to work, we set a heating programme and the green light on the boiler sensor was on but just to test it, as it was after the time we’d set it to go off, we set it to manual and no heating was on. Come Thursday morning the heating programme that we’d set didn’t come on either.

We phoned Hive again on Thursday evening and asked if we could register the hub in our names as it had been left here by the previous owners. We were told this was not possible (even though you can buy them online second hand?!).

After this we discovered a port in our broadband rooter so we decided to plug it in just to see what happened. This was during a time when the heating was set to be on except it didn’t appear to work.

We left it plugged in and then this morning at 6:15 (the time we’d set it to come on) it came on!

So I’m really confused as to what’s going on! I’m not sure if we can continue to use the donated hub or if we can change the account and hive were just trying to make money out of us? Also did they somehow know more than they are letting on and just wanted us to buy a hub.

I’d be grateful for anyone else’s experience with it!

Thanks

S0litaire

Looks like they try to get you to buy a new hub when moving in to a house with Hive installed. (They tell the previous occupants to take the Hub and leave the engineer installed bits connected to the heating system.)

If they left the hub, then I think they would need to "de-register" it from their hive account, then you could try registering the hub to get functionality back:
https://www.hivehome.com/uk/register

Some more info :
https://www.hivehome.com/support/Help_Using_Hive/HUH_General/I-ve-moved-into-a-house-that-has-Hive-products-installed-what-should-I-do

https://www.hivehome.com/support/Help_Using_Hive/HUH_General/If-I-buy-Hive-products-and-then-move-home-what-should-I-do