Hopefully I am in the right place but couldn't find a section to suit this ....
I am really annoyed. My Hive heating set up is broken. After 3 or 4 calls to Hive including 2 resets of the system etc etc (an hour on the phone each time), they have conluded over the phone that my hardware is broken.
Now for a start, no engineer has seen it to confirm something is broken - I don't think it is, I think it is on the blink due to an update they did of the system over Christmas. There is no signal between all three components at the same time. Initially the Hub was offline and would not go online and the thermostat lost signal with the receiver. I called Hive and after about 50 mins on the phone and much fiddling, she concluded that my Hub was broken and quoted me £40 for a new one. Fair nuff I thought but was reluctant to buy anew one so I didn't.
2 days later it all went wrong again and the thermostat/room controller would not connect to the receiver so no heating or hot water at all. On the phone to Hive they guided me through another reset of the system and she concluded that the Thermostat/controller was not working - odd eh? Oh and no I can't buy a new thermostat as they are factory paired so the whole kit for £250 plus installation (hard wiring) = £400. Great, not.
After yet more fiddling (by now I know how to do almost as much as the call centre staff) and hey presto the thermostat now talks to the receiver but not the Hub. This means that I have only the temperature and ON/OFF functions but no schedule or timer. It is now costing me a fortune as it is all on either 24/7 or nothing.
My question/issue is this: How long are they meant to last? I would say that 4.5 years for a cost of £250 is not long enough considering this came with my new boiler installation (from British Gas) and thats guaranteed for 10 yrs minimum. Should I or anyone be expecting to buy new controller for the heating every 5 years at £400? I see their guarantee is for 1 year only. They obviously don't really know why my system has failed and are grasping at straws, should they be telling consumers to shell out again for a new system when the fault is not actually properly diagnosed? How could I prove it has been caused by their update recently where many people I see online have complained about their system going down and losing signal afterwards. Of course Hive deny it's anything to do with them.
I think all this needs exploring. If they are selling this product, people need to know that it will all be useless in 5 years and that maybe the system is designed to fail after a period of time. You cannot repair or replace parts of it, you can only get a whole new set up. Also I want to say that for the elderly, young children, ill people, I would definately not trust this system to deliver consistent heating/ hot water reliably, I have woken up with no heating or hot water in the freezing cold because it has dropped signal in the night, even before these recent problems.
What are my rights here? These systems are starting to fail (the early ones) and for £400 initial cost, I never expected that after the 1 year warranty was up, I'd be on my own with non-working junk and a cold or boiling hot house 24/7 expecting to shell out again. I feel like I've been had. Help!