Direct Energy Business and HIVE


Unfortunately, the Hive smart technology pack offer is not available in your area.

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Frequently Asked Questions


When will my Hive products arrive?

Please allow 4-6 weeks from your subscription start date to receive your Hive products.


What happens if I cancel my plan early?

If you cancel your plan before the end of your contract, there's a $200 device recovery fee.


Does Hive come with a warranty?

Yes, Hive comes with a one-year warranty.


How many wires do I need to install my Hive Active Thermostat™?

The minimum number of wires is three (3). These included R, C, and either a W1 or Y1.


How do I know if I have a C-Wire?

The C-wire is connected to the "C" terminal on your current thermostat.


Do I need a new Hive Active Thermostat for each current thermostat?

There is no need to replace each thermostat with a Hive Active Thermostat, however we recommend to do so as it gives you access to Hive multizone. This allows you to control up to 5 zones with the Hive.


Can I schedule professional installation?

We've made installing the Hive Active Thermostat simple. If you have any issues installing your Hive Active Thermostat then our friendly Hive support team are here to help. You can reach out to us via e-mail at or call us at (866) 470-9133.


Does the Hive Active Thermostat work with multi-stage heating systems?

Hive Active Thermostat is compatible with multi-stage heating and cooling systems. it will support up to 3 heating stages and 2 cooling stages.


Do I need a smartphone to use Hive products?

No, but without a smartphone you won't be able to use the Hive app and experience Hive products to their fullest. If you don't have smartphone or tablet, you can control your Hive products from your desktop in your Hive dashboard. We recommend using a smartphone or tablet and the Hive app to have the most convenience.


What do I need to have before I can start using Hive products?

To use any of the Hive products, you will need the following: An existing Internet connection; and a router with a spare ethernet port connection and an extra power supply close to your Internet router. If you want to use the Hive app, you will need an Apple iPhone or iPad using an up-to-date operating system or a device running an up-to-date Android operating system.


Can the Hive Hub use a wireless connection to connect to the internet?

No, your Hive Hub needs to be physically connected to your Internet router using a network cable (like the one provided with your Hub) to allow you to control your Hive products.


How do I get the app for Hive on my smartphone?

The Hive app is available for Android and iOS users. You can also get a Hive app to use on Kindle Fire.


Can I control my thermostat from my phone?

Yes, the latest version of the Hive app shows all your installed Hive products from one dashboard homescreen. View this from the Hive app to see all your Hive products at a glance and their current.


Are Hive products secure?

We have strict security measures in place to protect your personal information and access to your system. This includes following robust procedures and encrypting communication with our website and mobile apps using industry standard SSL encryption.

Access to your account is protected by a password that you set the first time that you log in. We recommend that you choose a secure password that is not easily guessed, that you do not write it down or share it with anyone and that you change it regularly. We never store your password.


*Please allow 4-6 weeks from your subscription start date to receive your Hive products. The Hive App can be download from the iTunes App Store, Google Play Store or Amazon App Store. If you cancel your plan early there's a $200 device recovery fee. The Hive hub must be hard-wired to your broadband router. Hive promotion is limited to one product code per customer and/or business. For full details visit Terms and Conditions apply.

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