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Witten by Bernard Morgan (Engineer) & Adam Apperley (Marketing). Published: May 10, 2024. Updated: May 15, 2024

Hive App Not Working & How To Fix

Key Points

  • Connection problems are very common – moving devices closer to one another usually helps.
  • Hive isn’t OpenTherm compatible, so your boiler may turn on and off regularly.
  • A simple reset of the devices can help with most issues.
  • The Hive app is the main point of control for your system.

What is Hive and the Hive app?

The Hive thermostat is a popular smart thermostat from Centrica, the owner of British Gas. There are a few models available and there have been multiple iterations over the past few years. Hive also offer smart home and EV charging products.

In this guide, we’ll focus on issues you may face with their thermostat and smartphone app. We’ll start with how Hive works to help you find any potential issues.

How does the Hive thermostat work?

A Hive setup includes the Hive Thermostat, the Hive Hub and Hive Receiver.

  • The Hive Thermostat is the control unit for your heating system.
  • The Hive Hub connects to your internet router to allow your app to connect to your heating system when out and about.
  • The Hive Receiver is what connects directly to your boiler to turn it on and off.

Hive app not working - hive thermostat hub and receiver - Boilerhut

The Hive thermostat is the brain of your Hive smart heating system, acting as the interface between you and your boiler. A built-in temperature sensor constantly monitors the air temperature in the room where it is installed. It communicates wirelessly with the Hive Hub using a radio frequency signal, eliminating the need for physical wires connecting the hive thermostat system to the boiler.

You will need all three of the devices listed to ensure your Hive works correctly. The hub is the main controller for everything, the thermostat wireless remote sensor and receiver can’t do anything without the hub.

Changing the temperature in your home

Once you have the desired temperature set using either your app or the device itself, the thermostat transmits this information to the Hive Hub and onto the thermostat.

The thermostat then determines if the boiler needs to turn the central heating button on or off and sends the signal back to the hub for transmission to the receiver.

Once the home warms up the thermostat will send a signal to the hub and onto the receiver to turn the boiler off. Hive smart thermostat is unable to modulate a boiler down to lower outputs like some other smart thermostats.

Hive app not working

If the Thermostat is working as it should and there are no orange lights on the hub or receiver, the app could be having an issue.

  1. If your Hive app is not working properly often the best first option is to log out of the account and log back in.
  2. If this doesn’t work you can log-out, delete the app from your device and reinstall it before logging in.
  3. Sometimes data is saved by your device, check the settings on your phone to see if you can delete all data as the third step.

Hive connectivity issues

When a Hive thermostat is not functioning or appears offline, the first thing to check is the home’s Wi-Fi connection. You will need to consult your internet service provider to check your internet connection as this isn’t something we go into here.

If everything looks like it should be working properly, but it isn’t, you may be having connectivity issues between devices.

It’s a common misconception that all the Hive devices use WiFi to communicate with each other. They actually create their own network inside your home. WiFi is only used to communicate with the app and Hive servers.

Hive Signal Boosters are available to help extend the distance between devices but Hive Bulbs and Plugs will do this too – with the added benefit of performing an additional task.

  1. Try unplugging your hub, waiting 30 seconds and then plugging it back in. This will reset it and it could find signal again.
  2. Try moving the hub to a higher position in your home to help remove any potential signal blockers.
  3. Consider a Hive smart plug for a child night-light or a Hive bulb to boost signal in your home.

No thermostat display

If your thermostat display isn’t showing your batteries have probably run out. Replacing them is simple, remove the back (or use the tab under the thermostat to remove it from the front wall socket) and replace all four AA batteries (the Mini takes 4 AAA batteries).

Once back on, the thermostat display should light back up quickly and reconnect with the hub, receiver and Hive account.

Installation and checks

When installing a Hive we recommend asking an experienced electrical, plumber or heating engineer. They will be able to ensure proper use straight away and should prevent any issues with connectivity before they begin. They will also be able to check compatibility between the boiler and Hive system.

Installation is relatively complicated for the receiver and boiler connection and includes live wiring. Only attempt this if you are experienced with this type of installation.

My boiler keeps turning on and off

This may not technically be a problem. The Hive system uses temperatures to determine if the boiler should be on or off, it’s relatively simple. What it cannot do is turn a boiler down.

For example, an older home with poor insulation with a Hive thermostats set to 20°C will turn on and heat the home until the thermostat hits 20°C and then turn off. But, when the thermostat reads 19.9°C it will turn back on again.

Other systems, such as the Viessmann Vitotrol 100-E for Vitodens boilers uses an OpenTherm connection to the boiler. This allows the boiler to modulate down rather than turn on and off.

To stop the boiler turning on and off we’ve found the best way is to reduce the amount of time the schedule is set to (e.g.) 20°C. Or to set the thermostat higher, for example 30°C, for a short period of time. This may warm your home above the set temperature but it will stop the boiler cycling on and off.

Hive Thermostat Schedule

The Hive’s schedule allows you to bring heating and hot water on via a timer and temperature setting change for a set period of time. Follow the instructions to set schedules.

If you need a second zone or hot water schedule, you will need to make sure you buy the right version of Hive and zone extenders if required. If you have underfloor heating on a single zone, this can be connected to the hot water schedule.

If your hot water schedules aren’t working, check that the boiler can turn on by boosting the system or turning the tap on for hot water (with a combi boiler). Next, check that the target temperature isn’t too low, and therefore, the system is working, but it is not kicking the boiler on because it doesn’t need to.

Does your thermostat need new batteries? Does the hub need moving for better connection? If not, try turning it off for 30 seconds to reset connections.

Hive App issues

The Hive app is an easy way to control the heating, especially away from home. But it’s not perfect. If you are experiencing issues, you can try logging out, deleting the app and reinstalling it, or deleting the app information using your phone’s settings.

It’s worth noting that a lot of information on the internet advises there is a desktop app you can use in your browser. This has now been discontinued.

Connecting Hive to WiFi

Depending on the version of the Hive thermostat you have, you do not need a WiFi connection for your Hive setup. Most only require a wired ethernet connection. The new Hive Hub 360 can connect wirelessly, however. However, WiFi will help with the speed of your Hive app on your phone.

Common Issues

Power and Battery Problems

To fix, replace the batteries. If wall-mounted, press tab and open the battery compartment. Note that some thermostats may have a shorter battery life.

Readings and Display Issues

Flashing amber status light on your Hive thermostat indicates weak signal. Move the thermostat closer to the hub, or the hub closer to the receiver to fix it.

Hive Thermostat Going Offline

If your Hive thermostat keeps going offline, check the Hive app’s service status page (status.hivehome.com) and verify the connection between the thermostat and the receiver – move them closer to one another if required.

Tado – Hive Alternative

The Tado is a great smart thermostat that works in a similar way to Hive but without the smart home additions to the system.

The Tado also has a great additional benefit over Hive: it’s OpenTherm compliant. This means the Tado is able to reduce the power output of the boiler rather than just turn it on and off. This can greatly increase the comfort of your home heating. It also reduces the cycles of your boiler meaning there is less stress on the heat exchanger and other components.

Google Nest – Hive Alternative

The Google Nest is another great smart thermostat. It looks good and is also OpenTherm compliant. However, in our experience, if it goes wrong, the manufacturer is hard to deal with, and you may end up having to buy a new one – even if it’s under warranty.

When to get a New Boiler

Efficiency

Adding a Hive to an old boiler may help you achieve small savings in your heating bills but it won’t be significant. To get the best energy savings in the long-term a new, highly-efficient boiler alongside a smart thermostat would be the better option.

For example, a 10 year old boiler may only be 80% efficient meaning 20% of you heating bill is lost through exhaust and inefficiency. A new boiler can be up to 98% efficient and so there is a lot less wastage.

A Hive, Nest, Tado or Vitotrol 100-E will help your boiler perform at it’s best. Hive, not being OpenTherm probably isn’t the best option for most premium boilers, such as the Viessmann Vitodens 100-W.

The warranty is also worth considering. A Viessmann 100-W boiler has a 12-year warranty but a Hive or Nest only comes with 2. The best option for this boiler is Viessmann’s own Vitotrol 100-E as it will follow the boilers warranty of 12 years.

Age

One sign that your boiler may need replacing is its age. Boilers typically have a lifespan of around 15 years. If your boiler has reached or is approaching that age, it might be time to consider a newer model. Modern boilers are more energy-efficient and can significantly reduce your energy bills. Additionally, the older your boiler gets, the harder it is to find replacement parts for repairs, leading to increased costs and downtime.

Noise

Pay attention to the noise levels. While boilers generally make some noise, if you notice that it has become louder, it could be an indication of internal wear and tear or performance problems. A newer, quieter boiler can improve not only your heating efficiency but also the comfort level in your home.

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