Hive heating

Kel8ear

Hi I recently moved 3 months ago and it already had a Hive heating system.  I have the app using my email address and phone number (which the previous owners set me up I believe) but Hive will not accept phone calls or webchat from me as they say they don't recognise my personal details.  I have emailed them 3 times and still have had no response.  I don't know where I should go for support from them.  

QrizB

What support do you need?

Do you have a paid account or a free one?

Kel8ear

I moved house 3 months ago and the previous owners left their Hive.  One of the thermostats have stopped working and although I have a Hive app and I have registered it web chat and phone say I do not have a product or account so will not talk to me they cut me off

Kel8ear

QrizB said:

What support do you need?

Do you have a paid account or a free one?

I moved house 3 months ago and the previous owners left their Hive.  One of the thermostats have stopped working and although I have a Hive app and I have registered it web chat and phone say I do not have a product or account so will not talk to me they cut me off.  I haven't paid anything but if I need to I will but don't want to pay for something and still no one will discuss with me

Neil_Jones

What do you mean "one of the thermostats" has stopped working?  Are we talking the temperature control or do you mean the radiator valves if you have any?

Normally most houses only have one thermostat that typically sits somewhere centrally like the hall, though I believe there is a such a thing as multi-zone.

The hive system runs through a hub which should be connected to your internet router.  If the previous owners have taken their router and you haven't connected the hub up, then the thermostate / Hive App will not work.

If your hub is connected have you tried re-pairing everything?  What light do you have on your receiver which should be a little box somewhere by the boiler

https://support.hivehome.com/portal/app/portlets/results/viewsolution.jsp?solutionid=250725132342947

Kel8ear

Neil_Jones said:

What do you mean "one of the thermostats" has stopped working?  Are we talking the temperature control or do you mean the radiator valves if you have any?

Normally most houses only have one thermostat that typically sits somewhere centrally like the hall, though I believe there is a such a thing as multi-zone.

The hive system runs through a hub which should be connected to your internet router.  If the previous owners have taken their router and you haven't connected the hub up, then the thermostate / Hive App will not work.

Thanks Neil, apologies I have 2, as one controls the heating and one controls the under floor heating.  It's the under floor heating thermostat that has lost connection and I've tried everything to get it back connected and it hasn't worked.  I've used all the trouble shooting from the app and the thermostat just won't pair

cannugec5

Have you Googled for the instruction manual of your model?
My hive thermostats can be removed from the wall and placed nearer to the router to aid pairing ( and then clipped back onto the wall). Also to get one of mine going again recently when it lost connection I simply removed it from the wall, removed and replace (the same) batteries and it restored the connection very easily.