COVID-19

Important health information

Coronavirus update and FAQs

How we’re supporting our customers and employees

To help you stay connected during the latest lockdown measures, we’re doing everything we can to ensure the Hive network is running smoothly and with regular updates. If you have any questions, please see our FAQs below, visit our support page or click the ‘Chat now’ box at the bottom of the page.

Although we’re only making callouts for essential work right now, we’ll do everything we can to help.

Our live chat opening hours are Monday to Friday 9am - 7pm, Saturday 9am - 5pm and Sunday 10am - 5pm.

Frequently asked questions (FAQs)

If you require urgent assistance with your heating or hot water, either click the ‘Chat now’ box at the bottom of the page or visit the repair and cover services page at British Gas for more help.

Keeping our customers and employees safe is a priority for us.

If you have an emergency appointment booked please let us know if:

  1. You've recently been diagnosed with COVID-19 or been advised to self-quarantine

  2. You've recently returned from any of the elevated risk countries

  3. Anyone in your home is at higher risk i.e. over 70, diabetic, is shielding or vulnerable

If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit.

Our engineer will also call you on the day of your appointment to see if anything has changed since you booked.

When an engineer does visit your home, they’ll take additional precautions – including hand-washing – before, during and after your appointment. They’ll also keep a safe distance at all times – and we ask you to do the same.

If you have an installation booked and haven’t yet heard from us, we’ll soon be in touch to cancel. That’s because our sister company, British Gas, are asking engineers to prioritise essential work only during this latest lockdown.

We’ll be in touch again soon and do check back here for updates. Rest assured, as soon as we have engineers available for non-essential work, we’ll get a new date in the diary for you. Thanks for your patience – it’s much appreciated.

We know it’s more challenging for you right now, so we’ve lifted the 14-day return window (until further notice) to give you the time you need. To find out more about returns, visit our returns page or see our article about returns.

We’re here to help. Just click on the ‘Chat now’ button at the bottom of the page, and let’s see what we can do.

If your Hive thermostat loses connection your boiler shouldn’t be affected, and you should still be able to control the heating and hot water from your thermostat. See our offline thermostat article for more help.

Dev Tools
AB tests
AB.bnaUpsell
AB.heatingPlus3mFree
AB.heatingPlus6mFree
AB.heatingPlus12mFree
Environments