"Simply awful"

Simply awful. Terrible system, with bugs from the start. TERRIBLE support - they wanted us to pay for phone calls to fix issues. Terrible guides and explanations online. Honestly, a waste of time and money. Now looking to have the whole system replaced. Has been in place for several years and simply no good. Our boiler person installed them in several clients' homes, and all complain - he is going to change pretty much all of them..

"Terrible reliability, 0 at-home support"

I have had my system for about 5 years now and I do not think it has ever been 100%. Problems experienced include (but are not limited to):
- Powered room stats reading wildly inaccurate temperatures and being impossible to correct - this for a number of years now.
- Powered room stats loosing connection and being impossible to reconnect - this for 3 years now.
- Rad. valves loosing connection and being impossible to reconnect, even after working through and closely following "help" videos, buying and installing additional smart plugs, etc. - this since day one. Resulting in them having to be replaced with Drayton TRVs and the system being manually operated.
- Zone valves not opening when called to by powered room stats or rad. valves, so several areas can only be operated by manually opening / closing the zone valves - this for over a year now.
- Oil heating of water in hot water cylinder no longer working at all, so I can only heat using electricity. Temperature able to fall to below 0 C if I don't switch on the electric immersion heater, risking freezing. Also, very expensive to have hot water now.
- Absolutely no specialists familiar with the system within several hours drive of where I live, and the factory say they have no specialists who will do home visits to trouble shoot, repair, even if I offer t pay all associated costs, not just labour and travel hours.
- Etc., etc., etc.
Going for this system was by far the single biggest and most expensive error I made in the £400K refurb of my lury home. Not for lack of trying, can I get resolved the seemingly inherent shortcomings and ever increasing number of additional failing systems over time - - for either love nor any amount of money.
I bitterly regret having this system installed and I consider extremely poor the manufacturer's after sales support service, especially their total failure to be able to supply a specialist to come out and resolve all the problems with this very expensive system, even if I were to pay for this fully.
Consequently, I am stuck with this very expensive, difficult to replace, largely failed and unsupported system, and I have to wake up to a cold house with no hot water, having to go in to my garage to operate everything manually in the morning and then several times a day. It also costs me a fortune in electricity to heat the water and in wasted heating oil costs.
I would most certainly not recommend this system to anyone.

"System is super simple to use"

System is super simple to use and set up. Support during the installation process was exceptional, with minor niggles explained and resolved in minutes. The Genius Hub Team have delivered a bespoke system designed around the needs of the business, that can grow as the business expands.

"Do NOT buy this system"

We've had this system for around 5 years and I'm desperate to get rid of it. Unfortunately, uninstalling it is as difficult as installing and struggling to find someone to do this.

So, having to put up with:

Having to do a manual reset of the system at least weekly. Currently sitting in a cold house because it has crashed again and still not resetting after 5 attempts.

Batteries wear down too soon on the valves.

Valves constantly glitch and default to on.

Some valves have just stopped working altogether. I have one radiator I can't switch off (unless the whole system is off) and another I can't switch on.

Customer service is non-existent unless you pay. They will keep referring you to online videos. Well, if they worked, you wouldn't need to call customer service! I begrudge paying even more money when the original system is so expensive.

We have wasted hundreds of pounds in unnecessary energy costs due to this system.

Seriously, do not buy it.

"Top quality tec support"

I've had my Genius Hub system (I still think of them as Heat Genius) for almost 10 years and over that time it's been mostly fantastic. Any issues I've had, I've been able to fix myself using their online support articles/knowledge base. Recently had a power cut and a couple of the repeaters went offline and I struggled to get them working so booked a support call. It was well worth it and I'm glad I did. Not only was my issue sorted, but I had a chance to talk to a very knowledgeable guy who explained how he fixed it. He gave my system (26 devices) a good once over and explained how to do some things I'd been curious about. I came away much more confident in how to tailor, operate and fix my setup. I also discussed an upgrade path that would minimise my cost (I have an original HUB-B which is starting to show its age). Well done Genius HUB. Great support from a small company. Thank you.

"The Genius Hub is clearly Top Tech."

This top end technology in heating control has given our household highly adjustable control over both heating and power, providing significant savings in energy costs. I sometimes even take control via the app when I am abroad during the winter.
I find the app to be as user friendly as it needs to be, particularly with the use of ‘The Doctor’ section I can make many corrections to minor hiccups.
However, and most importantly there are dedicated support team members who will stick with you through thick and thin to resolve any issues you may come across.
The cost of a support call may seem a little top end at £20 a throw, but that is not the case in my experience! I have found it to be nothing other than top end in terms of ‘value for money’. I therefore do not have the slightest hesitation in strongly recommending this product and customer support.

"Great Service"

I am so grateful to the support team at Genius Hub. Nobody likes to have to pay for support, but when you get great service and devoted time until the issue is resolved, it is worth every penny. I was paying the monthly subscription until Genius changed the way they offer support, but I never used it, so am now more than happy to pay the £20 as and when I need it. Reckon I am better off! A welcome change to talk to UK based support that really do know their product. Thank you.

"Purchasing my second system."

Purchased the system for my home after putting it into my holiday home 3 years ago. I'm getting 2+ years from the batteries in the radiators and I can easily monitor the system from where ever I am. Very happy with the product. Keep up the good work Genius Hub.

"Nothing but trouble"

I have installed the system in my home in 2022 and I have spent more than £2000 on Genius hub system components. Since then I have had issues with the following:
1. System showing batteries as full one day for the thermostat stop working the next day due to the empty battery
2. Devices intermittently disconnecting from the hub
3. Devices intermittently not registering the temperature
4. Thermostats giving wrong temperature readings (usually approx. 5-6 C difference)
5. Heating in some zones turns on intermittently when there is no reason for it to be turned on. A couple of weeks ago, a couple of zones in my home turned on at 4AM but the heating is scheduled to start from 6:30.
6. Support avoiding to give you truthful and complete information about the issue. It seems like they are aware of these big issues with the system but can't or won't do anything about it to genuinely rectify the major issues with the system rather than handing out workarounds and quick fixes which are short lived.
7. The system is full of bugs, it's unreliable, support helpless and they charge you money (currently £9.99) to troubleshoot and fix the system faults you can't address yourself.
8. Several times, I have complained and asked to escalate my complaints to someone senior in the company but this was always ignored and never happened.
9. Support was promising fixes which never happened.
10. Batteries getting drained in matter of days.

This is a terrible, overpriced, unreliable heating system which is sold for premium price. You will always have to tinker with it to make it work due to the many bugs in their system and more issues just keep showing up. You can read online reviews and posts on their forum and it's evident that this is a common occurrence. I wish I knew that before I bought this system from them. This way, I'm stuck with £2000+ heating system which is unreliable and they keep milking me with their support fees. The biggest issue is the stress and lost time because you never know whether you'll come home to a cold house or whether you'll wake up in the middle of the night sweating because the heating came on when it wasn't supposed to. The lost time is significant due to all the tinkering you need to do to troubleshoot and make it somewhat work.

If you want a heating system that is reliable which you can set and forget, this isn’t it.

"Where do I begin?"

Where do I begin? Bought this system in 2014, added to it over time, replaced a few faulty units. As with many other reviews the system is buggy and for a good chunk of the 10 years I've had it that is absolutely true. Yes, there have been times support did get me going again, sometimes easily other times not. Woke this morning to find all channels had turned themselves into off mode! Last night it was clearer the heating problem we've been having on and off is spooky misinformation between hub system and radiator valve. Lounge radiators not turning on or off randomly despite system saying it's communicating. Graph not reporting correct temperatures (thinks it's been off but has been running my manual set all night :( ). The system does use batteries much more than I would have hoped - not very eco! Every time there's a significant system change required e.g. holiday, summer, winter, clocks change you have to reprogramme all your times/temperatures. Many people including their staff have been asking for profiles right from the early years - no sign they'll ever introduce them. I'm utterly fed up with the system, have been the last 3 years. Despite the expensive installation I will be removing it when I've decided on a replacement system. Don't buy this system you will regret it :(