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 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)

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.

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

If all agents are busy supporting other customers then the button will not appear, please try us again later.

Keeping our customers and employees safe is a priority for us. If you have an installation appointment booked please do let us know if:

  1. You have recently been diagnosed with Coronavirus or advised to self-quarantine.

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

  3. 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.

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.

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.

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.

Good news. In line with recent government guidance we are now able to fulfil all Hive installs – such as Hive Active Heating.

We're still offering our full range of installation services in areas currently affected by local lockdowns. However, if our position changes and you have an installation booked that we can no longer fulfil, we'll get in touch to ensure you are kept up to date.

If you're affected by a local lockdown and you’d prefer to reschedule for a later date, then please do get in contact with us. Similarly, if anyone in your home develops symptoms of Covid-19 (high temperature, new continuous cough, loss of taste/smell) in the two weeks before we’re due to visit, it’s really important that you get in contact with us to cancel or reschedule your appointment.

If your installation was previously cancelled due to the current coronavirus situation we are now in a position to rebook your appointment. We will be reaching out to get this booked back in for a time that suits you. Don’t worry if you miss our call, we'll send you details of how best to get in contact to rebook your installation.  

If you have changed your mind about your installation you can cancel your install appointment at any point as normal.

If we previously cancelled your appointment, we’ll be in touch to find out what you want to do next and you’ll be able to let us know if you want to rebook your appointment or cancel it altogether.

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

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.

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.

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