A NOT SO short update on our British Gas Hive EV charger installation.

[DBedford]

Hive reputation is dreadful, get your money back if you can and ditch it, lucky escape.

If you want a good charger and a very good tariff Octopus Intelligent and an Ohme charger. 7.5p kWh for 6hrs per day plus other times under Octopus control, 29.9p peak and 54p standing charge. Octopus can supply and fit the Ohme charger, one stop shop!

I’m sure once the charger is installed it’s game over, unless you can take legal action. ?

 

[johnb80]

I’m sure once the charger is installed it’s game over, unless you can take legal action. ?

Not if its not fit for purpose, trading standards would happily get involved, certainly not game over for the buyer.

Same as British Gas, but I hear you could also have with Octopus, non ones perfect ?

What is the same as British Gas? I havent noticed BG getting any awards......

 

[allanrobbins]

I have no experience of Hive EV charging but their other smart home products range from good to not fit for purpose. Their customer service is woeful. I suggest you push now to get things sorted (documenting things at every step) and bale out if/when you have proof that they cannot fix things in a reasonable time frame. I certainly wouldn’t be paying the balance until you have a stable product.

Thank you. I was thinking along the same lines.

Not if its not fit for purpose, trading standards would happily get involved, certainly not game over for the buyer.

Agreed, now it is installed at the moment it is not of Satisfactory quality (it is always in fault state), it isn’t As Described on their website (can’t charge, can’t prevent unauthorised use, can’t work in app), it isn’t Fit for Purpose as it keeps faulting, doesn’t connect without physically turning it off/on and it hasn’t Lasted a Reasonable Length of Time as it has been less than a week!

 

[Gadget Geek]

Agreed, now it is installed at the moment it is not of Satisfactory quality (it is always in fault state), it isn’t As Described on their website (can’t charge, can’t prevent unauthorised use, can’t work in app), it isn’t Fit for Purpose as it keeps faulting, doesn’t connect without physically turning it off/on and it hasn’t Lasted a Reasonable Length of Time as it has been less than a week!

Make sure you keep all of this in diary format for your claim.

 

[DBedford]

Not if its not fit for purpose, trading standards would happily get involved, certainly not game over for the buyer.

Are you sure?

 

[johnb80]

Are you sure?

I am absolutely 110% certain that the legal route can be taken to get your money back if the goods and/or services dont meet what was agreed / expected.

The Consumer Rights Act 2015 requires any products you buy must be of satisfactory quality, fit for purpose and as described.

The rules also include digital content like downloaded films, games or apps. So all products, whether physical, electrical, digital or even a car, must meet the following standards:

1. Satisfactory quality Goods shouldn't be faulty or damaged when you receive them. You should ask yourself what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won't be held to as high standards as luxury goods.
2. Fit for purpose The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
3. As described The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

 

[Gadget Geek]

Are you sure?

If you go to The Money Saving Expert website started by Martin Lewis, you can download various letter templates. I used the complaint letter citing the Consumer Rights Act 2015 recently and it worked a treat. It is important to keep a diary of all actions taken and conversations had.

 

[johnb80]

Agreed, now it is installed at the moment it is not of Satisfactory quality (it is always in fault state), it isn’t As Described on their website (can’t charge, can’t prevent unauthorised use, can’t work in app), it isn’t Fit for Purpose as it keeps faulting, doesn’t connect without physically turning it off/on and it hasn’t Lasted a Reasonable Length of Time as it has been less than a week!

Email / Write to them (if it's not written it wasn't said!), stating you reject this wallbox, take it away. Give them 7 days to comply and then small claims court, dead easy procedure, fill the forms in on line. Do it sooner rather than later, as time goes on your case becomes more difficult.

You're not the first to have issues with Hive + EVSE and I'm sure you wont be the last. BG and Hive are about the worst combination you can get, loads on line about both.

 

[siteguru]

Point of order ... Trading Standards do not deal directly with the public. Issues probably have to be raised first with the Consumer Advice Service.

 

[johnb80]

Point of order ... Trading Standards do not deal directly with the public. Issues probably have to be raised first with the Consumer Advice Service.

I'm indebted m'lud.

 

[Spinynorman]

I'm indebted m'lud.

Yep remember Matin Lewis’ SADFART and you can’t go wrong with rejecting crap tech.
I had a bad experience with HIVE when they deliberately bricked both my in-home view cameras with no explanation other than support would run out in 2025 so I’m a bit biased but wouldn’t deal with them ever again…

 

[johnb80]

Whilst I'm not a fan of Hive products, Screwfix are selling the Hive EVSE's starting at £439 inc VAT. Installation by a sparky shouldnt take more than an hour connecting up plus a little time to run the cable if you havent done it yourself.

 

[DBedford]

Whilst I'm not a fan of Hive products, Screwfix are selling the Hive EVSE's starting at £439 inc VAT. Installation by a sparky shouldnt take more than an hour connecting up plus a little time to run the cable if you havent done it yourself.

Before you jump - Please check out the Hive EV forum as others have had issues with 3rd, and indeed BGas installation. Community

E.g.

- Getting the PIN code for linking the charger to the Hive app, seems to have been a bigger issues when installed by other than BGas,

- Hive scheduling software is not working ( not an issue as current MG models have car based scheduling).

-Scheduling issues with Hive chargers is still an issue if you are with Octopus and using their software.

 

[johnb80]

As I said, I’m not a fan of Hive and IMHO they should be avoided at all costs. Some people however are hell bent on having Hive hence the info about Screwfix which should help a little not to be ripped off so much.

 

[DBedford]

As I said, I’m not a fan of Hive and IMHO they should be avoided at all costs. Some people however are hell bent on having Hive hence the info about Screwfix which should help a little not to be ripped off so much.

Strange you should push a product you dislike so much, that’s all.

 

[allanrobbins]

I went with Hive because I liked the fact the app was backed by British Gas and feared that some of the other players’ chargers would stop being ‘smart’ if they went bust and the apps went offline.

I’ve had a few issues with my Hive EO mini pro 3 charger but it looks like that might be down to fluctuating voltages in the house. The EV Helpdesk to date has been very helpful and I have a named contact. Waiting on the DNO to put a voltage tracker onto our property.
They’ve raised a warranty claim on our charger too as it keeps faulting - but that might be because of the fluctuating voltages outside the range allowed.
Ours was installed by Fushion Electrical. They seemed helpful enough and professional enough but I did need to phone the Helpdesk for the PIN.

 

[johnb80]

I went with Hive because I liked the fact the app was backed by British Gas

That should be a major concern!

and feared that some of the other players’ chargers would stop being ‘smart’ if they went bust and the apps went offline.

Just like Hive does?

I’ve had a few issues with my Hive EO mini pro 3 charger but it looks like that might be down to fluctuating voltages in the house. The EV Helpdesk to date has been very helpful and I have a named contact.

I do hope you get sorted soon. How much fluctuation are you getting?

 

[allanrobbins]

Hive and and British Gas are recording 258 volts I think but the DNO don’t think that’s right and the chargers should cope.

To your other comments, I don’t think the odds of the Hive app being discontinued are as high as some of the other startups selling DV chargers and losing hundreds of thousands per year and gambling in finding new investors to be the last one standing.
A lot of people will find their app providers have gone bust and the apps stopping in the next year or two as the market consolidates.

 

[johnb80]

Hive and and British Gas are recording 258 volts I think but the DNO don’t think that’s right and the chargers should cope.

It's really down to the vehicle with regards to voltage, the charger is onboard the car. The wallbox may be programmed to disconnect the supply it doesnt meet preset parameters.

To your other comments, I don’t think the odds of the Hive app being discontinued are as high as some of the other startups selling DV chargers and losing hundreds of thousands per year and gambling in finding new investors to be the last one standing.

There is some substance to the point you make, Hive however have a track record of simply deciding to switch off their products that rely on a Hive server just because they can and offer no alternative to their customers (security cameras). With a device that relies solely on connection to their server I would certainly think twice before purchasing their product that offers no advantage over other products to make the risk worthwhile.

A lot of people will find their app providers have gone bust and the apps stopping in the next year or two as the market consolidates.

Yep, exactly my point and one that applies to Hive units.

 

[DBedford]

There is some substance to the point you make, Hive however have a track record of simply deciding to switch off their products that rely on a Hive server just because they can and offer no alternative to their customers (security cameras). With a device that relies solely on connection to their server I would certainly think twice before purchasing their product that offers no advantage over other products to make the risk worthwhile.

Unfounded assumption John, Hive have stated they will be moving their chargers to WiFi in the future.

And a point of note ‘all’ dated products get pensioned off.