What can I do if Hive isn’t working?

If you have a problem with your Hive products, there are a few simple checks to try which may fix the problem. Follow the steps below:

1. Check our service status page (status.hivehome.com) to see the status of the Hive app and website.
2. Check that your broadband connection is working.
3. Check that your Hive hub is connected to the mains power socket and switched on.
4. Check any Signal Boosters (formerly known as SmartPlugs) you have are switched on and in the recommended location.
5. Check that your products are connected to the mains power socket and the socket is switched on OR that the batteries haven't run out. For help on replacing the batteries see our user guides.
6. For Hive Active Plugs™ check that the electrical device you have plugged into your Hive Active Plug™ is switched on.
7. For Hive Active Heating™ only check that the display on your thermostat is showing the room temperature. If your thermostat is showing “NO RF” or “No Signal” it means that it has lost its wireless connection to your receiver and you should contact us. In the meantime, if you need to you can control your heating and hot water manually without the thermostat. Watch this video for more information
If you’re still not up and running, email us at help@hivehome.com or call our Technical Support team on 0800 980 8614 or 0330 100 7246 (free from mobiles) between 8am – 9pm Monday to Sunday.

Using - General

  1. Why can’t I see the ‘My Boiler’ feature in the Hive app?
  2. Can I move or remove the ‘My Boiler’ feature on my Hive app dashboard?
  3. How can I change my password and what should I do if I forget it?
  4. How do I change my personal details?
  5. How do I contact Hive customer support?
  6. How do I get the app for Hive on my smartphone?
  7. What are Hive widgets and how do I install them on my Android device?
  8. What can I do if Hive isn’t working?
  9. What happens if more than one device is using the Hive app or online dashboard?
  10. Where can I get information in an alternative format?
  11. What is the Hive app dashboard?
  12. How do I control my Hive products from the Hive app dashboard?
  13. What is the all devices list?
  14. How do I access my devices from the Hive dashboard or all devices list?
  15. How do I get back to the Hive dashboard or all devices list from another page?
  16. I’ve updated my Hive app to the latest version, what happens to my previous settings and schedules?
  17. Can I turn my broadband router off at night to save energy?
  18. Why have my Hive Sensor text alerts changed to push notification?
  19. Will I still receive push notifications if I log out of my app?
  20. How much data does a push notification use?
  21. How do I enable alerts for my sensors?
  22. What happens if I miss a payment for my Hive Live or Hive Payment Plan?
  23. What happens if I decide to cancel my Hive Live?
  24. How do I amend my schedules using the new website dashboard?
  25. How do I control Hive with Alexa?
  26. What does Hive Mimic mode do?
  27. How do I set up Hive Mimic mode?
  28. Can I set the colour, tone and brightness of each Hive Active Light when setting up Hive Mimic mode?
  29. What will happen if I stop Hive Mimic mode before the end of the set schedule?
  30. How do I set up Hive Actions?
  31. What Hub do I need to use Hive Actions?
  32. What happens to my existing Actions when I update my Hive app?
  33. What are Quick Actions?
  34. How do I edit an Action?
  35. Why can’t I see Actions in the app?
  36. How do I remove an Action?
  37. If I buy Hive products and then move home what should I do?
  38. I've moved into a house that has Hive products installed, what should I do?

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