Hive app not connecting?

[Mistieee]

Can anyone help please? The app on my phone says that the hub is offline but I am still able to control the boiler using the second thermostat box, which is some distance away. Wouldn’t that imply that the hub isn’t offline?

I have tried troubleshooting in the app but that just takes you through getting the hub back online, and then says that it hasn’t worked.

We are having the same problem with the app using another phone, plus I have tried reinstalling the app on my phone. Our WiFi isn’t the best but we’ve never had problems before in the 6 months since we had it installed. So annoying, as it seemed great until now!

I could still control mine via the thermostat when our hub blew up. Give hive a call, they are very helpful. We needed a new hub but they gave us a discount.

For this you'd be better off on the Hive forum:
community.hivehome.com/s/

The app may report the system as offline if there is a blip in your internet connection, but in the house they system will still work because it is connected via the wifi, not the internet. Try resetting your router.

we had this issue a few weeks back and I'm pretty sure we fixed it by turning the electricity off and on again. its what our electrician recommended we do.

Thanks for the replies. I will try turning the electricity off/on again, the forum and then Hive!

I suspect that the issue is due to our WiFi, as it’s being even more temperamental than usual at the moment - we struggle with it due to the house layout/construction and use Devolo extenders but aren’t impressed with them, so need to find something better. However if it is that, what was confusing me is why the thermostat works but phone apps don’t, even when you stand next to the thermostat with the phone connected to the same WiFi.

I had this issue.

Turns out I was in standalone mode...

Standalone mode is where your thermostat and receiver are communicating directly and not going via the hub which is why it is offline in the app.

To get back into normal mode:

1. take a battery out of thermostat
2. turn off receiver at the isolation switch for a few moments
3. turn receiver back on and hold the heating button on the reciver until it flashes pink
4. hold the heating button again until it double flashes yellow
5. put batteries back in thermostat
6. hold the middle and left buttons of the 3 buttons on the bottom of the thermostat till it counts down to 0.
7. select your language and then it will start searching
8. on your hub press the black button for 1 second then the middle light should flash orange. Then look back on your thermostat and it should start pairing and then once paired it should be back online in the app.

I spent ages trying to get mine working so hopefully this helps someone

Created an account to say thanks for this post. 2 days of messing about and solved by following this. Thanks.

@Adam06 thank you! Our system is now working!

I also created an account to say thank you to @Adam06 for the instructions.
I must add that the sequence to solve the issue in my case was different, it only worked when I started with step 8 and the followed steps 1-7... hope this helps someone else. Thanks again .. Leo

Made an account just to say thanks @Adam06, worked 1st try following your instructions.

I wonder why none of this explained in the app, manual or quick guide? 😤

I spent 2 hours trying to fix this using the Hive instructions. Your fix worked first time - thank you, thank you, thank you!

In case this is helpful to anyone, if you have done all of this, but your Hive thermostat is endlessly 'reconnecting', then redo the steps shown above, press the back and menu buttons (left and middle) for a few seconds until the screen says 'factory reset' and does a countdown. The. It should pair up.

Thanks all for the responses. Mine went into stand alone mode again last week. Seems to have been triggered by me going on holiday and turning the boiler off (along with the receiver) but leaving the thermostat on while I was away.

Anyway, followed my steps and fixed it again... But one step I struggled with was step 8 when you press the black button on the hub, make sure you just press this for 1 second, then let go... I was holding it down, so didn't get the orange flash.

Tried this about 100x and still broken- hours I’ve now been at it!

This did it for me thankyou so much!

@Adam06

Omg thankyou! I'm back up and running now. Never came across "standalone mode" in any of my searching

Adam06

Thank you so much for taking the time to share this solution which also worked for me after I had wanted hours messing around following Hives utterly useless, vague, misleading guides.

I suspect so we will pay them to do the install. I had a new boiler fitted by IHeat and decided to upgrade thermostat to Hive. iHeat wanted £200 for installation of a Hive thermostat and receiver (parts cost £78). No way I'm paying a plumber £122 to reconnect 3 wires at the boiler and thermostat.
Again, utmost thanks to Adam06

I came across "Standalone" somewhere in Hives documents, but it was deliberately vague about it's significance or what to do about it. Adam06's solution took 5mins to work!

Additional information:- give the solution time to update in the app and verify there as it appeared nothing had changed at first.

You are my hero.

Whenever the temperature drops below 0, my hive breaks which is the worst time ever.

Hive themselves can only tell me I need to buy more products regardless that my system works perfectly at all other times.

My DP is a gas engineer FFS and puts these things in all the time.

NEVER EVER has anyone mentioned the small black button on the hub box.

It worked instantly instead of going around and around in endless loops.

Adam - thank you

Adam
Big thanks from me, quickly sorted after previously wasting best part of a day following Hive reset instructions, with no mention of hub black button.

Legend

Thanks @Adam06 You have solved hours of frustration! I have even shared the instructions with the boiler engineer who couldn’t fix it last week….