Wiser  Avis 419

DO NOT BUY THIS PRODUCT, KEEPS FALING TO CONNECT AND THEN YOU HAVE NO CONTROL IE NO HOT WATER OR HEATING AND NO OVERIDE!
COMPLETE WASTE OF MONEY
I WENT BACK TO OLD PROGRAMMER TIMER AS IT WORKS!!!!

Technical problems with the hub. Quick reply and efficient talk through of the reset and reboot process. Problem seems resolved.

Prompt, empathetic and professional support.
After 4 years of a mixed relationship with Wiser (15 rads and 4 plugs) the advent of Hub2 looked to provide some improvement and widening of scope and so with a tempting discount I was persuaded to give it a try rather than jump ship and swallow the significant costs involved.
After a false start where I had assumed the units were simply interchangeable only to realise after deleting all devices and disabling my account that the back plane needs changing I finally got a free day where I was able to shut down the power, wire in the new backplane to the wiring centre and get the Hub2 up and running.
Then after adding all my devices back in I had 2 issues. First no matter how many times I tried the final and 15th rad would not present a schedule whilst secondly now half the other rads were complaining about low signal. This second issue was why a few years earlier I had had to invest the £200 in the smart plugs to act as extenders so to be back where I started and now have additional issues was pushing me once again to consider cutting and running to another solution.
At this point I thought I would try the support option and thank goodness I did.
With some calming words and a methodical set of suggestions Michael helped me to restore the baseline status.

There are still things I wish were different with the system, the main one being its inability to work properly with rechargeable batteries (something the opposition has resolved) resulting in my standing order for Duracell AA (definitely a hidden cost to running Wiser) however I also now want to try my first Micro Module (Hot Water Immersion) confident in the knowledge that Michael or someone in the support team is there to catch me if any unforeseen issues arise.
5star service always helps a not quite 5star product.
Thanks Michael and the Support Team.

After days of trying to resolve wifi connection problems with my Wiser Hub R I contacted Wiser technical department where I was put in touch with Mike. He was excellent in every way and got me back up and running in half an hour. Thank you Mike for your professionalism and patience it's very much appreciated.

Best wishes
S

Mike Was extremely helpful and patient helping me in getting my TRV back on line as it takes me time in doing things as I'm partially disabled on my left side which prevents me kneeling so have to do things in the standing position and with only one hand things take a bit longer. Great customer service Mike and thank you

The service I received was excellent. The response to my query/issue was very quick and the instructions were clear and easy for me to follow ( I am not very tech savvy!! ) Would highly recommend. Thanks again! :)

Mike was very polite and helpful. He made everything very easy to follow and I was up and running again in five minutes.
Great job, thanks mike

Have had issues with Hub v2 disconnecting from WiFi. Called Wiser support and got through in less than one minute. Mike was very helpful, looked at logs from my hub and could see that the hub was occasionally reporting a weak WiFi signal. This seems to be when a couple of doors get shut, so I now have enough info to do something about this. I did comment that once the doors are open and signal strength, I would prefer that the hub auto reconnects rather than having to cycle the power. Overall though, quick, polite and helpful support.

I have had a thermostat and wiser hub for a year, and been very happy with them. About three weeks ago I upgraded my broadband to fibre and this knocked out my broadband to my Tapo plugs and my wiser hub & thermostat. It seems the speed is too much for the thermostat to reconnect. Amongst other pleas I contacted Drayton for any advice they could offer as well as contacting my original installer. The team came back with various suggestions and adding them together with previously obtained knowledge I was able to reconnect my hub and my thermostat. What a relief!!
Thanks to the team for the extra little ideas which added to my tool box of tricks!

Great service, we had an issue with our hub, tech support were knowledge and helpful. Once a faulty part was identified it was raised to the warranty team as the part was out of warranty. A replacement part was issued and we were back up and running within 4 days of the fault being diagnosed. Amazing thank
You

Mike was very helpful and knowledgeable. He went above and beyond to solve my problem.

I bought a Wiser system over 5 years ago and it has radiator valves on all our radiators, plus 6 plugs.
I now have generation 2 hub, with a Trio IHD and Insights+.
Although it seems a fairly complex system, it is is very flexible and always works reliably. I would not want to be without the system.
Over the years whenever I have had to contact Wiser technical support, I have always given given all the support and advice I needed.
I can honestly say that this has been the best customer support that I have received from any organisation. I cannot fault them or praise them more highly.

I had a problem with reconnecting Wiser Thermostat and adviser listened carefully to me explaining that I had tried all the usual remedies including research on-line. He very quickly and clearly talked me through deleting and reinstalling device and eventually resetting successfully. Very professional, friendly and clear support and advice.

I had a wiser kit installed and it wasn't working properly so I emailed tech support late in the day and received a response within 10 hrs. I had resolved the problem already as it was possible to do on the app. I found the information from tech support helpful also.

Had a connection drop out as a result of a new boiler being fitted and a new broadband provider. Tried a full reset with no luck at connecting to the router wifi. Contacted Mike at Drayton Controls and, despite a terrible phone connection, gave me lots of advice and support. Up and running fully now.

I had a connectivity issue after changing phones. I received a reply within half an hour and the problem was solved. Very impressive customer service.

Had a problem with my Gen 1 hub. It disconnected from the app and no matter what I tried I couldn’t get it to connect. I didn’t find the help on the app or the website any good. It just wouldn’t stay connected.
Out of frustration I emailed the support team. Bingo!
The response was almost immediate. I was in conversation with Ashley, who suggested an option and asked me to get back with an update. The first suggestion didn’t work, I emailed Ashley who responded within minutes with another option. This worked instantly. It’s a shame the app didn’t offer these suggestions, but the support team was excellent !

Needed support to re connect my Heating control. Having discussed the issues with Mike from Wiser Drayton re connection was swift. His knowledge and patience was the key factor in rapid respoce and problem sorting.

Both of the customer service people, Ashley and Ellie, were first class in their response and helpful advice. They identified the multiple problems stopping the system working quickly and described the fixes clearly and ensured they worked. The system is working as it should.

I bought the Drayton Wiser Thermostat Kit 3 with 3 Smart TRVs a few months ago to replace my Google Nest system. My house is a standard 2022 UK new build, two heating zones, nothing unusual.

My research suggested this system would slot straight in as a replacement for other smart home setups. My electrician — the same person who installed the Nest without issue — got it fitted and we booted it up.

Setup was relatively straightforward. But when we turned all thermostats and TRVs to 30°C to test the system, some radiators worked and others didn't. One entire zone wouldn't heat up at all. We tried everything: swapping channels, resetting the boiler, resetting the Wiser hub, unscrewing and re-checking every connection.

So I called Drayton Wiser support while the electrician was still there. I was transferred to the wiring team. The wiring specialist asked what valves my boiler uses — and then told the electrician he couldn't provide support unless they were Drayton Wiser valves. This is not mentioned anywhere on their website, their packaging, or in any of the marketing material I read before purchasing.

I asked if my boiler should also be Drayton Wiser. Maybe I should've bought a house built by Drayton Wiser so I could use their thermostat.

He said he couldn't help. I was bounced back to the original department, who reiterated that they can't help unless the heating valves are Drayton Wiser. She told me that if the electrician was confident the wiring was correct, it must be a faulty system, and I should return it to where I bought it from.

With extreme pleasure.

Thank God I bought it on Amazon. Even though the return window had long passed, they accepted the return without a fight — which says everything about the difference between a company that stands behind its products and one that doesn't.

I don't write reviews unless I believe the experience was so poor that staying quiet would be doing people a disservice. Consider yourself warned. Avoid.