Hive to remotely switch off certain cameras and smart devices by 2025 including three this year – here are your rights
Smart home tech provider Hive is to switch off a number of smart devices, security devices and leak sensors, leaving you unable to use them. Five products have already been discontinued, with three more set to be switched off by 2025. To check if your device is affected and find out your refund rights, see below.
Hive, which is owned by British Gas' parent company Centrica, says the decision to discontinue the items is because it wants to focus on energy-saving products instead.
The affected products have been taken off of the Hive website. However, other retailers are still selling them, so check if an item is one of those that will be pulled before purchase.
For more help on your consumer rights and how to complain if you're not happy with a service or goods, see our Consumer Rights guide.
Here are the Hive products and subscriptions that will be discontinued
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.
Hive has already switched off functionality for the following devices and cancelled any associated subscriptions...
- Boiler IQ wifi. This stopped working on 1 August 2022.
- Hub 360 sound detection. This stopped working on 31 December 2022.
- Hive camera. This stopped working on 1 August 2023.
- Nano 1 Hub. This stopped working on 1 August 2023.
- Leak sensor, plus Leak subscriptions. These stopped working on 1 September 2023.
...and will also be switching off functionality for these devices and cancelling any associated subscriptions:
- Hive HomeShield, plus HomeShield subscriptions. These will stop working on 1 August 2025.
- Hive View indoor camera, plus Video Playback subscriptions. These will stop working on 1 August 2025.
- Hive View outdoor camera, plus Video Playback subscriptions. These will stop working on 1 August 2025.
These devices can't be used with other providers, so once they stop working that's it. For further help you can also see Hive's information page.
If you want to cancel your subscription sooner, select "settings" in the bottom left corner of your app account, then "payment details". Under your active subscriptions, click "cancel".
Your consumer rights if you're unhappy about the products being discontinued
Hive's terms and conditions allow it to withdraw plans and devices, so long as it gives customers at least 30 days' notice — this is the case whether you bought your product directly from Hive or from a third-party retailer.
However, this doesn't override consumer rights law, which states that products should last for a reasonable length of time – otherwise, they may be considered faulty. What's "reasonable" in any given case will depend on the circumstances, including how long you've had the product, how much you paid for it and how long products of that type normally last.
While there's no guarantee you'll get any money back, if you don't think your Hive gadget has lasted a reasonable length of time, you can raise a complaint with the place you bought it from. Make sure you include any evidence, such as details of your devices and when you purchased them, in any complaint you make.
- If you purchased directly from Hive: You could ask for a full or partial refund, depending on how long you've successfully used the device or devices for, by emailing the firm at firstname.lastname@example.org.
Hive told us it WILL provide refunds on faulty devices up until the date of discontinuation, so long as the item was bought within the past year. It's unclear whether Hive would agree that a device is "faulty" on the basis that it didn't last a reasonable length of time, but it's worth putting your case to it and citing your consumer rights.
It's also worth pointing out that those who purchased the Nano 1 directly from Hive have been emailed a voucher code to get half price off the Nano 2, though this doesn't mean that this product won't also be discontinued in future. If you want to upgrade, and you also have British Gas HomeCare cover, you should contact Hive at email@example.com first as you may be able to get an even bigger discount.
- If you purchased from a third-party retailer: It's worth checking if you're still within the returns window. You have the right to return goods bought online within 14 days of receiving them, even if nothing is wrong with them. While you don't have the same rights for products bought in-store, many stores offer generous returns policies; John Lewis, for example, allows you to return products within 35 days for any reason.
After this returns window, you have fewer rights, but you could try asking for a full or partial refund depending on how long you've successfully used the device or devices for. Again, you may be able to argue that your gadget did not last a reasonable length of time – though there are no guarantees.
Hive customers vent their frustration
Some Hive customers have expressed their anger about the move on Twitter: