Hive to axe cameras and other smart devices by 2025 - your rights explained
Smart home tech provider Hive is to switch off the technology for its security devices and leak sensors by 2025 leaving existing customers unable to use them. The shake-up has angered many - some of whom only recently purchased the items, which often cost £100s. But some can get refunds.
Hive, which is owned by British Gas's parent company Centrica, says the decision to discontinue its security and leak detection sensors is because it wants to focus on products that are better for the environment and bring the UK closer to achieving "net zero".
The products affected have been taken off of the Hive website, meaning they can no longer be purchased as new. However, we have seen that some third-party websites, such as Curry's and John Lewis, are still selling them so check if an item is one of those that will be pulled before purchase.
We've got more info on what's happening below, but for full help on your consumer rights and how to complain if you're not happy with a service or goods, see our Consumer Rights guide.
The Hive products that will be discontinued - and when
Hive provides ‘smart’ home devices such as indoor and outdoor cameras, as well as heating and lighting products. Users pay an upfront fee for the product itself, which they can buy from Hive or from a third party retailer. They then control their items via the Hive app – there is a free option to do so, or you can pay a monthly subscription of £3.99.
But between December 2022 and August 20215 Hive will switch off the functionality for the following devices:
- Boiler IQ wifi - this will stop working on 1 August 2025.
- Hive camera - this will stop working on 1 August 2023.
- Hive HomeShield - this will stop working on 1 August 2025.
- Hive View indoor camera - this will stop functioning on 1 August 2025.
- Hive View outdoor camera - this will cease to work on 1 August 2025.
- Hub 360 sound detection - this will stop working on 31 December 2022.
- Leak sensor - this will stop working on 1 September 2023.
- Nano 1 Hub - This will stop working on 1 August 2023.
These devices can't be used with other providers, so once they stop working that's it.
Some can get a refund but only if the item is faulty
Hive told us it WILL provide refunds on devices for those on subscription plans, but only if the item is faulty. Hive said it will refund these customers any time before 2025.
Those without app-subscriptions can also get a refund on their device cost - but only if it is faulty and was purchased in the past year.
To do so, contact Hive on email@example.com - refunds will not be offered automatically.
Alternatively, if you purchased the device from a third party retailer - check if you're still within the retailers' returns window. John Lewis and Curry's, for example, offer refunds on items returned within 30 days of purchase.
If you're not due a refund you can complain, though there are no guarantees
Hive's terms and conditions do allow it to withdraw plans and devices, so long as it gives customers as least 30 days' notice.
Of course, if you're not due a refund and you're unhappy about the change, you can email the firm at firstname.lastname@example.org to complain. You could ask for a full or partial refund depending on how long you've successfully used the devices for. Make sure you include any evidence, such as details of your devices and when you purchased them.
For further help you can also see Hive's information page.
If you continue to use the service, diarise to cancel your subscription
If you continue to use the service, your device will simply stop working at the given deadline. We have asked what will happen to app subscription plans and we will update this piece once we know more. However, it's worth diarising to cancel your subscription at the time.
To cancel, select "settings" in the bottom left corner of your app account, then "payment details". Under your active subscriptions, click "cancel".
If your device becomes faulty over this period and you purchased it directly from Hive, you can return it for a full refund at any point. If the device was bought from a third party, under consumer rights law, in most cases you have 30 days to get a full refund on faulty goods. After that, you'll have fewer rights, such as only being able to ask for a repair or replacement, or a full or partial refund if this doesn't work.
Hive customers vent their frustration
Hive customers have expressed their anger over Twitter and on the MSE Forum.
Have your say
This is an open discussion and the comments do not represent the views of MSE. We want everyone to enjoy using our site but spam, bullying and offensive comments will not be tolerated. Posts may be deleted and repeat offenders blocked at our discretion. Please contact email@example.com if you wish to report any comments.
Update: We are aware that some users may currently be having issues seeing the comments and we're working on it.