James Illingworth

Hi James,

Thank you for taking the time to leave your feedback — we really do appreciate it.

I’m sorry to hear you’ve been experiencing connection issues with the Hive Hub. We understand how frustrating this can be, especially when you're installing systems for customers. Dropouts can happen for several reasons, including router setup, signal interference, or device placement, but we’re always here to help get things running smoothly.

Hive uses Zigbee technology, which relies on a strong wireless link between the Hub, receiver, and thermostat. To help improve stability, these tips can make a big difference:

✅ Hub placement: Position the Hub at least 1 metre above the floor and away from metal, glass, or large furniture.
✅ Reduce interference: Keep it clear of TVs, consoles, or routers to minimise signal disruption.
✅ Line of sight: Where possible, keep devices positioned with fewer obstacles in between.

If the issue continues, a Hive Signal Booster can help strengthen communication in larger homes or properties with thicker walls.

If you're using a Hive Hub 3, you can also connect via Wi‑Fi instead of Ethernet to allow more flexible placement:
Hive app → Manage → Devices → Hub → Change Wi‑Fi, then follow the steps shown.
Just a note that Hive Hub Nano 3 supports 2.4 GHz Wi‑Fi only, not 5 GHz.

I also want to reassure you that the Hive app is fully functional without a subscription. All core features — including remote heating control, scheduling, and Boost — remain available at no extra cost. Hive Plus is completely optional and offers additional tools such as budgeting insights, schedule recommendations, and extended warranty cover including free device replacements. These features require additional development and support investment, but the choice to subscribe is always yours.

We appreciate your comments on setup and comparisons with other systems. Feedback from professionals like yourself is genuinely valuable and helps us continue improving both the installer and customer experience.

If you can respond to the information request we’ve sent through Trustpilot, we’ll be able to look into this further for you. Please just note that Trustpilot replies can take a little longer to reach us, so for anything urgent, our direct support channels are the quickest way to get help:

💬 Live Chat: www.hivehome.com/contact-us
📱 WhatsApp: +44 7458 029132
📞 Phone: 0333 202 9614
🌐 Social Media: Facebook & Twitter
📲 Hive App Assistant: Available 24/7 under Manage in the Hive app
🛠 Self Help Portal: https://support.hivehome.com/portal/ss/
🕘 Support Hours: Mon–Fri 9am–7pm | Sat 9am–5pm | Sun Closed

Kind regards,
Alan

Hello James,

We’re really sorry to hear about your experience and appreciate you bringing this to our attention.

We understand your frustration and apologise for the delay in follow-up. Due to a high volume of enquiries, we're currently experiencing a backlog. We have replied to your original query and the matter has been resolved.

Thank you for your patience, and again, we’re sorry for any inconvenience caused.

The Rated People Team

Hi James

Thank your Trustpilot review.

Just in case you didn't know, KANE CARE includes:

10-year annual warranty for your KANE analyser when serviced & recertified by KANE Same day service & recertification guaranteed or your money back

20 year all-inclusive pricing with replacement or repair of any accessory including probe, charger, carry bag & printer as required.

Free overnight tracked delivery to & from KANE - 50% off a new KANE analyser if your registered KANE analyser is stolen

Thanks again for your review and for being a KANE customer.

Best wishes

Mo

Hi James, thank you for your feedback, I'm really sorry to hear about your recent experience. We’d really like the opportunity to discuss this further with you. Please drop us an email on [email protected] and we’ll be in touch shortly.

Hi James,

We are sorry to hear that you’re having this experience. We understand how disappointing it can be to wait for an item for too long and when you received the items, they are not the ones you expect them to be. This is not the kind of experience we wanted you to have and we're striving to improve our current processes to cater to our customers' concerns in a swift manner.

I would like to make sure that this issue would be resolved so I have personally reached out via email. Thank you for your feedback, and we hope to earn back your trust!

Sincerely,
Carl from Kenko Back

Good Morning,
We are sorry to hear of your experience with our Halifax site, we understand that our aftersales manager Gavin has been in contact with yourself and the matter is now resolved. We would like to thank you for bringing this to our attention and will use your feedback to improve our service going forward.

Best Wishes
SM - Stoneacre Head Office