Wiser  Avis 420

I had to replace my Hubr after water damage. I needed advice on how to reconnect the TRVs and smart plugs and was very happy with the support I got Wiser Customer Support. This is how customer support should work, friendly and knowledgeable. Thank you Chloe

Excellent product and easy to fit. Had a few small issues but all resolved thanks to the support team via email. Would recommend it for heating system at home.

Excellent products & superb customer service. We bought a Drayton Central heating kit as it was the only one at the time that could have more than one Central Heating sytem control as well as a seperate Hot Water channel. We also has smart plugs which are great. One of teh smartn plugs recently stopped functioning and I e-mailed Drayton. They responded within 24 hours with instructions of how to reset the plug & now it works perfectly. Excellent!

Excellent assistance. Could not have been more helpful.
So good to actually speak to someone

Had an issue where Alexa wasn't talking to my replacement thermostat. Apparently my account needed deleting and setting up again
Really pleased it's now resolved, but would have preferred to be able to speak to someone rather than via email. It would have been resolved a lot quicker.

Rang Sophie when my wiser hub would not connect to the thermostat after a long power cut. She persisted with us and found a solution! result, happy customer
Excellent customer service, felt at ease and could complete her instructions

Marie understood my problem and instructions where easy to implement.

We have been using Wiser to control our heating and hot water system for around two years. Generally, it works well. A little post-installation effort is needed to ensure that default times and temperatures are appropriate, but then it's very good. The system's Hub was connected to our Sky broadband router by the installer and this has not caused any problems.

Last weekend we received a new router from Sky which was intended to solve some TV connection quality issues. The Sky router installation was easy, and it had the desired effect. The undesired effect was that the Wiser Hub was no longer connected to WiFi or the Internet.

The process of changing the Hub's connection to a new network is not simple. I have a degree in computer science and have spent an entire career in IT so it didn't worry me too much, but I know many people of my generation would have been freaked out by it. The process requires getting the Hub to create and connect to a new temporary network, and then in the end transfer the connection from that to the 'proper' network. If the documentation had not had some ambiguities and missing steps it would have been less stressful. As it was, had I not been able to contact Wiser tech support, I'm sure I would not yet have been able to get the system up and running again.

Which brings me to the reason for my 4* rating. The tech support was excellent. To get to an eventual solution it took three long calls to a call centre but all of the engineers involved handled the discontinuities well. I didn't have wait at all, listening to music, and all of the engineers were very good (knowledgeable, patient and helpful). I hope that Drayton/Wiser are never tempted to cut back on tech support, because that aspect of their business is what gives me the confidence to recommend Wiser to others.

Great service with easy instructions on how to set up my phone connection and a follow up email to make sure I had managed to do it.

My first battery change was made easy once I'd sought advice from Drayton Support. Clear advice, provided in good time. Batteries changed successfully!

Ever since I had this installed at home 4 years ago I’ve had nothing but trouble. Totally unreliable, the heating just does what it wants - freezing cold or bling hot rooms. No assistance other than via email, with the delays that this brings, and no technician available. Avoid at all costs!

Great customer support and a great piece of kit, would be lost without it

Sophie was courteous and fixed our scheduling issue very quickly.

Great service.

I bought a Wiser room thermostat, 6 radiator controls and a control Hub last year from Wiser's shop online. It is quite disappointed as the battery life of Wiser radiator control is no more than 2 months. I received lot warnings from the Wiser Hub on the low battery of the radiator.

Another issue is the room thermostat does not show the correct temperature measurement. One of my two room thermostats shows 16C when the room is 20C. So you may waste lot energy if you want to reach the 20C due to the wrong measurement.

Struggling to connect my Hub R to a new Wifi Extender plug. Chloe from Tech Support talked me through the required process and emailed me the instructions.
Very prompt and efficient particularly when dealing with a "tech illiterate" like me.

Helpful patient helpline solved an oversight on my part & got me up & running.
My second system only whinge would be prices have gone up a bit more than is justified.

This is the second time I have needed telephone help to solve a Wiser heating problem and once again the service was excellent. It was easy to get through and talk to a real person (not a chatbot!) who solved my problem quickly . My Wiser expert, was able to look at my system online and patiently took me through several steps to fix the problem. I highly recommend Wiser.

I phoned Wiser about a technical issue with the thermostat & Mike answered quickly & was very helpful. He followed up with an explanatory email & all was resolved. Thanks. So pleased to ring up & the call is answered by someone in the UK.

I have a 9 Smart TRVs connected to my Smart Hub. I was experiencing an issue whereby some of the TRVs were loosing connection to the Smart Hub. I contacted Drayton via email, and all responses with advice and recommendations were provided via email (my preferred method). All my emails were handled by the same Technician - excellent, Thanks Ashley.

Telephone help line for Wiser control system. My telephone disconnected from my hub so I could not control my central heating or hot water all week-end.
The phone line does not work in the evenings or week-ends so a cold house (!) but was answered promptly on Monday morning and I was talked through how to get it going again by a patient, helpful man called Mike.