Important health information
Coronavirus update and FAQs
How we’re supporting our customers and employees
COVID-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority. So, we’ll be working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.
Contacting us during this time
Our call centre staff will need to focus on helping vulnerable customers and dealing with emergencies. So please look at the FAQs below before getting in touch. But if you really need us, it’s easiest to start a live chat by clicking the Chat button on many of our pages or look at our support pages on https://www.hivehome.com/support instead, for some helpful guidance.
Live chat opening hours are Mon-Sun 8am-9pm.
Staying connected is important to us
Rest assured our Hive network is up and running and for regular updates visit our Status page
Frequently asked questions (FAQs) – updated 19th March 1pm
Contacting us during this time
Our call centre staff will need to focus on helping vulnerable customers and dealing with emergencies. So please look at the FAQs below before getting in touch and if you really need us, it’s easiest to start a live chat by clicking the black Chat button at the bottom right of this page.
Live chat opening hours are Mon-Sun 8am-9pm
If all agents are busy supporting other customers then the button will not appear, please try us again later.
How is Hive keeping customers safe during engineer visits?
Keeping our customers and employees safe is a priority for us. If you have an installation appointment booked please do let us know if:
- You have recently been diagnosed with Coronavirus or advised to self-quarantine.
- You have recently returned from any of the elevated risk countries
- Anyone in your home is at higher risk – i.e. over 70, diabetic etc
If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. We’ll prioritise emergencies and we may need to postpone non-urgent visits to a later date.
Our engineer will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.
When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.
How are you making sure your engineers are protected and don’t spread the virus to customers?
We’re offering full pay to all employees who are self-isolating or looking after children or other family members during this difficult time. It’s the right thing to do and we don’t want engineers to feel pressured into working if they’re unwell. We’re also contacting customers before our engineer’s visit to make sure they haven’t been diagnosed with Covid-19, advised to self-isolate or have recently returned from a high-risk area.
What if I think I might have Covid-19 but I have a heating/hot water emergency?
We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions. Start a live chat.
What are you doing to help vulnerable customers?
We know things are particularly tough for vulnerable customers who need to self-isolate. So, we’ve put processes in place to make sure we prioritise their needs. And we’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.
I have a Hive install appointment booked – will it still go ahead?
In line with government guidance, we’re taking steps to minimise non-essential contact.
That means we’ll be cancelling all Hive installs – such as Hive Active Heating – for all customers to limit the potential exposure to coronavirus. We’ll continue to deal with emergencies on a priority basis, looking after the needs of our most vulnerable customers first.
My Hive install appointment has been cancelled. When can I rebook?
We really can’t say for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.
I have a Hive Install appointment booked – can I cancel it?
We’re cancelling all Hive install appointments – for the time being so that we can focus on emergencies and helping our most vulnerable customers. We’ll confirm that your appointment has been cancelled by SMS, email.
You’ll be able to rebook later – but we can’t say when for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.
How can I refund or return my Hive product?
We know it's more challenging than usual to get through to our team of experts right now so we're lifting the 14-day return window until further notice to give you the time you need. To find out more about hive returns, please see https://www.hivehome.com/returns OR https://community.hivehome.com/s/article/How-do-I-return-my-Hive-product
I’m worried about my ongoing payments and my monthly subscriptions – who can talk to about this?
Please don’t worry, we’re here for you. Please reach out to one of our advisors through our live chat and we’ll help you.
Find out how we're keeping our customer safe and connected
We're taking every means possible to keep you connected during this uncertain time. Rest assured if your Hive thermostat does lose connection, your boiler won’t be affected. This means you'll still have heating and hot water and you’ll still be able to control it manually from the thermostat. For more information, please refer to https://community.hivehome.com/s/article/What-to-do-if-your-Hive-Thermostat-is-offline
The clocks are due to change, what do I need to do with my Hive products and schedules?
The clocks may be changing but the good news is you shouldn’t need to do anything if you’ve set your Hive app to auto-update.
If you haven’t, just make sure you download the latest version of the Hive app before the clocks change and it’ll take care of everything for you.
Should you experience any issues with your Hive Active Heating, please follow the steps below:
Hive Active Heating 1
If the display on your thermostat is showing the wrong time, press any button on the thermostat to update the display.
Hive Active Heating 2
Your thermostat display should update automatically but if it doesn’t, you need to 'wake’ the thermostat up by pressing any button on the unit.