I installed Genius Hub 10 years ago. It has given me complete control over my individual room temperatures and hot water. Any minor problems in the early days were fixed quickly by a telephone call... See more
Company replied
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See what reviewers are saying
I've had a Genius Hub system in our house since 2014. It is very effective, and for a long time was pretty much the only smart heating system to be able offer sensors in every room. The software is... See more
Company replied
Had genius controls for our full house infrared heating system,coming up for 2 years....many niggling faults keep showing up on the app....not being an IT compliant 78 year old it can be over complica... See more
I have the system 4 years and I wouldn't recommend it. I've had numerous faults which the installers helped with until they just had to stop helping. I find the 'doctor' facility is difficult to und... See more
Company replied
Company details
- Electronics Company
- Electronics store
- Central Heating Service
- Heating equipment supplier
- Home Automation Company
- Radiator shop
About Genius Hub
Written by the company
Intelligent control of your heating. Control each room independently, control your heating remotely from our App, have the system learn the optimal heating schedule for you! Suitable for central, underfloor, electric heating. Suitable for homes, offices, hotels and much more.
HOW IT WORKS
RADIATORS
UNDERFLOOR
ELECTRIC HEATING
COMMERCIAL
Contact info
Hylton Street 41, B18 6HJ, Birmingham, United Kingdom
- 0121 667 8000
- enquiry@geniushub.co.uk
- www.geniushub.co.uk
3.4
Average
74 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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See how their reviews and ratings are sourced, scored, and moderated.
Recommended - definitely a high end system!
I’ve used two genius setups, totalling over 40 devices. Though there can be a bit of a learning curve, my experience vs Tado and Hive is that genius is much better. More configurable, more reliable and great controls / tracking. If you stick with it a bit, very recommended and huge energy savings.
4 October 2024
Unprompted review
Reply from Genius Hub
Hi Oliver, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
Best regards,
Genius Hub.
Painful
It’s Monday night I’m told the servers get reset every Monday at noon. I’m now sitting here at half 10 at night trying to get the system reconnected. This I a weekly occurrence in my house and it’s so annoying. Customer service is impossible to contact and if you do get them you have to pay €5 to talk to a technician who was definitely the same person I was already talking to. Do not get.
14 October 2024
Unprompted review
Reply from Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We have a Monday reboot of the hub between 10am-12pm to refresh the server. After the Genius Hub has been rebooted, it is expected to have some warnings/errors on the app, as this is just the wireless network trying to re-establish communication. It should take no longer than an hour for all devices to recover. If there are issue beyond a couple of hours, it might be worth checking if there is adequate communication to the hub and the plugs around the property.
We also have a free online forum for users which is monitored and is continuously contributed to by our support staff, however at this time of the year it is harder to manage when they are working on the front-line support, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Difficult to get in touch for support
Difficult to get in touch for support. No replies on the forums from the company.
3 October 2024
Reply from Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our support staff, however at this time of the year it is harder to manage when they are working on the front-line support, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
My 1:1 Session
My 1:1 Session to resolve a number of issues was dealt with efficiently, professionally and successfully during the session though 2 issues remained to be completed by me using the guidance provided. With one of these issues resolution was achieved but with the other it was not. I can only get the remaining minor issue addressed by paying for a further 1:1 session but as the cost of this is significant I am waiting until the imminent 1:1 cost drops somewhat. All in all a predominantly positive experience and outcome however I would have thought some latitude would be available in the form of a lesser payment for the 1:1 session needed but at the imminent reduced price - regrettably this was not agreed. A bit disappointing but hopefully resolution soon when I am advised of the new 1:1system being in place. Reverend Marsburg
1 October 2024
Reply from Genius Hub
Hi Reverend, thank you for your kind words!
We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review.
I also believe since this review was left, we have updated our support package prices.
Best regards,
Genius Hub.
Terrible room sensors
I have two rooms with the Genius Room Sensor and I seem to be constantly changing batteries. These are not normal AA batteries, this system uses a CR123A battery which is not that easy to get hold of. You can't even override the system and turn the heating on manually without these sensors working so once the batteries do run out it's dead until you put more in.
Whatever you save with the "smart" heating system you spend in batteries. Much better infrared panel heating solutions available that don't have this poorly implemented sensor system.
4 October 2024
Unprompted review
Reply from Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system and the Room Sensors. Your feedback here it is very valuable to us in helping us improve our customer service and products.
Best regards,
Genius Hub
Do not install
So unreliable. Disconnects continuously and when you try to reset will not work. Happens weekly. Left being unable to use system! Customer support are very unhelpful, and impossible to get a problem properly fixed.
2 September 2024
Unprompted review
Reply from Genius Hub
Thank you for your feedback it is greatly appreciated.
I am sorry to hear that you have had problems with your Genius Hub system. When the issue is with the Genius Hub installation or a problem with how it is initially set up, we offer support for free and generally problems with how a system is installed are picked up directly with our office in Birmingham in the first three months, during this time we offer unlimited phone and email support.
We also have a free online forum for users which is monitored and is continuously contributed to by our own support staff, as well as a FAQ section on our website with lots of helpful articles and videos on it for the most common support issues. The paid-for email and phone support is mainly for customers who want us to take a much closer and personalised look at their system, to help them get the most from the additional settings on the app, much later on in the time of owning a Genius Hub system.
The Genius Hub is very customisable and we know that this makes it very efficient and appropriate to many complex heating environments, where other smart thermostats cannot provide adequate control. However, this does lead to more settings you can adjust through the app and if our private forum (forum.geniushub.co.uk) does not help please contact us directly and we can see what we can do to help.
Again thank you for your feedback here it is very valuable to us in helping us improve our customer service.
Best regards,
Genius Hub
Received new additional equipment next…
Received new additional equipment next day, much improved service and delivery, keep up the good work!
1 August 2024
Reply from Genius Hub
Hi Martin,
Thank you for your feedback! It is much appreciated and I will pass this on to the Warehouse Team.
~April
Genius Hub Team
Paying for Support
The product itself is great. However, the support for this product is only very good if you are computer literate. I totally, totally begrudge paying £5.00 to buy a support ticket to talk to someone when this service should be provided free of charge.
4 June 2024
Renewed Faith in Genius Hub
UPDATE: Following on from my 2 previous negative reviews I received a call from Alasdair who very patiently & professionally listened to my feedback. It showed the company does genuinely care about the customer experience. I must admit that I have never come across anyone as patient and courteous as Alasdair who genuinely seemed to want to help & resolve my issue. Thank you Alasdair. My issue remains in relation to having to raise a ticket & entering into a chain of written correspondence when I (rarely) have an issue with not being able to turn on or off my radiator values as the system loses connection with the hub. I just want to be able to speak to someone. I do understand there is a 1-1 telephone service but it’s priced at £70 for a 1 hour call. But when I just need someone to log into my system and reconnect a radiator valve that has lost connection with the hub, and which I can’t switch off, I don’t need a 1 hour call at £70. There were no promises that the issue could be resolved but there was a genuine willingness to listen to genuine feedback. I must make it clear that when this system is working, it is brilliant. I wouldn’t want to revert to my old system as the genius hub does save a fortune by being able to individually control the heating in every room in your house. It is an excellent system. I have only ever had 3 ‘major’ issues in 4 years. I just hope that they can offer some after support that is reasonably priced whereby I can ring and get some assistance on the very rare occasions that I need it. Thank you Alasdair and April for listening to me today and for taking the time to understand my frustrations.
30 May 2024
Unprompted review
Reply from Genius Hub
Dear Jennifer, It is us who should be thanking you for bringing to our attention so clearly the gap in our current support model. Between the quick and simple email support tickets and the 'deep dive' into the working of a customer's system with the 1 hour one2one, we see there is a type of support of a simple phone call that would be greatly appreciated by some of our customers. I hope that we will be able to bring to our customers an intermediate type of support in the near future. Please keep an eye on our customer newsletters where we would announce this. All the best, Alasdair
Technology
The heaters are great. However, the technology let's them down. Everytime there is an update I get a sinking feeling because they do not run smoothly.
I've have had 3 winters with these heaters and I'm pretty competent at navigating the faults procedure to work out what is wrong. When I am unable to get a result April at Jigsaw always manages to sort out the problem. The trouble with this is April cannot work 24/7 and weekends and I have been left without heating over night. This needs to be addressed.
22 December 2023
Reply from Genius Hub
Dear Sir/Madam, thank you for taking the time to post a review of the Genius Hub. I am pleased that you are happy with the system as a whole. We are looking to address the access to our customer support this summer to help address these issues you and other customers are having accessing our support. Where you feel that using our online support tickets does not work for you. I thank you for your feedback on how you think our support at Genius Hub is good, once you can speak with April in this case, and please know that we are looking at ways to make it more easily accessible to all in the coming winter. Alasdair
Great heating system solution
I have been using Heat Genius for 2 years now, and I'm really happy with it. The app is very simple to use, and my heating system can be controlled from anywhere just from my mobile phone allowing our family to use energy more efficiently, and reducing the cost of our bills.
27 April 2024
Reply from Genius Hub
Hi Ana,
Thank you for your kind words!
We appreciate the time you have taken to give your review and how your experience with Genius Hub has been.
Kind Regards,
Genius Hub.
Reply from Genius Hub
Hi Peter,
Thank you for your feedback about our services - it is much appreciated!
Kind Regards
Genius Hub Team
Delivers a reliable and flexible system…
For me the Genius Hub heating system delivers what I am expecting from the system and I appreciate how reliable and flexible the system is.
12 April 2024
Reply from Genius Hub
Hi Johannes,
Thank you for your feedback about our system and how your expectations are met - it is much appreciated!
Kind Regards
Genius Hub Team
My Experience with Genius
During updates, there are often issues with the Genius Hub resulting in a loss of connection and therefore loss of any heating. This inevitably happens during the winter.
There is no way of contacting a person during weekends and holidays which leaves me without heating for days. There should be emergency contact if the Hub suddenly does not work.
4 January 2024
Reply from Genius Hub
Hi Kay,
Thank you for taking the time to leave a review. I cannot find any correspondence from you that we did not reply to.
Our support team mentioned you left them quite positive feedback when you last spoke so we are disappointed that this hasn’t been reflected publicly. We will reach out to you separately to understand why you felt 1-star was appropriate in this situation.
King Regards,
Genius Hub Team
Help is available but fear system may become complicated as i get older and I may not be able to follow advice
When I purchased this system in 2016 there was support available in Ireland. I had numerous queries in the first years and was able to get support over the phone. Disappointed when this ceased and considered having it removed. However in 2023 an angel, Akshay, helped me greatly. The Hub had to be sent to Bermingham and was returned within a week and thankfully has worked well since. When this week there was a problem with the app, Akshay, came to the rescue - his response is always so prompt and he is so patience and explains how to rectify the problem simply. Fingers crossed he will never retire but he could come to Dublin and be available to Irish customers!!
Hopefully my system will continue to work satisfactorily as it is a good system.
8 March 2024
Unprompted review
Reply from Genius Hub
Hi Columba, thank you for your kind words! We're always looking for ways to improve, so we appreciate the time you have taken to give your honest feedback and review. Best regards, Genius Hub.
Do not buy this system
Do not buy this system, you need to pay for customer support!! They do not get back to you unless you pay them.
6 March 2024
Unprompted review
Reply from Genius Hub
Dear Alan,
We are sorry to hear that you experienced issues with Genius Hub. We respond to all emails that are sent to us at enquiry@geniushub.co.uk. As your user details are not available we can't look into your case but you are more than welcome to contact our customer support if you have a specific issue.
Best Regards,
Genius Hub
Fantastic product
Fantastic product, I can control all the rooms in my very home, even the swimming pool and it saves me a small fortune in wasted heat.
Great support and service, highly recommend.
29 February 2024
Unprompted review
A slow death of a once great product
Have had this since 2016. New products they release are not backward compatible. They have now updated the software and it has completely bricked my system. This happened in June of last year as well, and they eventually fixed it. Who knows if they will this time. Support chat just ignore posts these days. What had been a very good system has become junk over the past 12 months. Go with a bigger brand because I can't see this company being around much longer the way they are going.
27 January 2024
Unprompted review
Too complicated and unreliable.
I've struggled with this system for several years but now it's time to ditch it and find a better one. I have to a fix a problem almost every day and often find rooms cold or too hot because the hub has lost contact with the control devices. For ever rebooting, reconnecting, configuring or doing some other fix. Spending a fortune on batteries as well. The support system is crap and a waste of time. Now looking for a replacement after wasting money upgrading it 12 months ago. If I don't replace it soon I'll be saying goodbye to the wife!
16 January 2024
Unprompted review
Seriously the worst you can ever get
Seriously the worst you can ever get. you need to configure it every day.
We have spent sooo much money and they don't even have support options
1 January 2024
Unprompted review
Reply from Genius Hub
Hi Ioannis, We’re sorry to hear you have had a bad experience with our system. We took a look and could not find any contact from you that we haven’t already responded to.
If you have any issues, you’re welcome to give us a call, or email enquiry@geniushub.co.uk.
Best regards,
Genius Hub
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