Wiser  Avis 419

Our Wiser system worked well with the old router. However, with a new router, it refuses to connect, despite following all the advice. We spoke to a Wiser expert, who said we should turn off the hub for a minute, but this was impossible, as it was connected to the Fischer boiler. So this is a badly designed system which is not consumer friendly at all.

A truly awful system. Unfortunately I’ve invested, a considerable amount of money. But I think enough is enough and will change to something that works. System has a mind of its own, heating randomly on in the summer, thermostats that loose contact constantly. Usage info doesn’t work, completely useless customer service that tell you there is no issues. Brilliant for getting through AA batteries though, every cloud…..

Wrote email Friday night 2030hrs, received comprehensive reply Monday 0800hrs excellent service

I had issues with another company's central heating control (product and support) so read some reviews and found the Wiser/Drayton solution could be a good option.

The install was very easy, including setup.

Since then I've contacted support twice with issues (due to me changing WiFi suppliers, not their fault). Support has been very rapid and they kept communicating until I had the issue resolved.

Very happy with them as a company.

Terrible piece of kit. Change Internet provider and now won't connect to new Internet, the hub or thermostat. Tried reaching out to them with no one coming back to me.

Have used these product in two houses and the system itself does everything you want/expect of it. What really sets the system apart though is the customer service. The technical team (uk based) are online until 9:00pm including weekends which makes the rare issues you do suffer a genuine breeze to resolve.

We had a problem with reconnecting our existing Wiser home hub to a new internet/wifi service after changing provider. The support team at Wiser worked with us for many weeks, including sending out a new hub, to try and diagnose and fix the issue. It was their suggestion to check any new wireless devices we'd added that lead us to the culprit - a new wireless CCTV system was broadcasting on the same radio band as the Home Hub!!

Very impressed and grateful to their support team (big shout out to Ellie and Josh)

5 star support

Had issues reconnecting my hub and thermostat after router change.
Contacting support on a Friday evening expecting a response the following Monday. However support contacted me on the Friday evening and resolved all my issues.
Excellent!

The TRVs continually fail. Their quality control is rubbish
Do not buy unless you wish to spend your weekends trying to get the system to work
I have been struggling to do so for years.
Every few months everything works for a while then it fails again.
TBF Customer care do try but the product is crap.
Useless.
Do not buy

Scam took money from my account three lots of payments. i Emailed wiser to quiery this however got a reply stating terms and conditions no help. I have now reported this to my bank

Upgraded my gen1 hub to gen2 and as always the product is fantastic, the subtle changes and features on the gen2 is amazing, a rock solid system as was the gen1 but even better.
The support during upgrade was fantastic, the support team (not that I needed to contact support often at all) is knowledgeable, quick resolution and just a breath of fresh air.
Shout out to Ellie, Josh, Charles and Mike!

This review covers the upgrade experience from the Wiser HubR to HubR 2nd generation.
It’s important to screenshot all settings and schedule pages in the home app, currently no facility to migrate these to the 2nd Gen Hub.
Wiring the back-plate is slightly different, I have the 3 channel version. Make sure both the Live terminals on the supply side are connected, 3 outlets are the same.
Once powered-on follow instructions to connect installers WiFi for initial connection and hence home WiFi, this is now easier with the QR code.
From the screenshots taken from the initial Hub, you can now enter these in the new Hub, probably need a cup of rosy-lee while doing this🙂.
If you had insights+ installed on the initial Hub getting this to work on the 2nd Gen Hub requires a call to Wiser customer services, you will need the following Information:
MAC addresses of the old and new HubR, this is found on the back of the Hub, also the MAC address of the IHD. Screenshots via email are a good idea. You will also need to do a complete reset of the IHD.
I have to say Wiser Customer Services were excellent, it took a few days but now fully up and running.

Reading this I would ask why upgrade? I’ve had Wiser installed for 4 years and although very good it was more about what it couldn’t do. Yes… definitely saved money and the all year comfort levels throughout the hole house, just brilliant!

So what’s new about Wiser HubR 2nd generation? Many new devices are available and with the new automations facility, this allows for frost protection, custom alerts etc….. also “Matter” compliant for smart home integration.
It’s early days but over the next year will explore what this product has to offer, initial thoughts are the upgrade is more about automation than saving money, (although OpenTherm might have more system boiler compatibility) currently £150 monthly covers all utility costs; Gas, Electric, Water and EV local transport (still £200 in the Black over the last year) In a 4 bedroom detached house.😊
Happy upgrading🤭

The Wiser tech team are a credit to the company!..always quick with email responses with clear precise steps to follow.
I’m quite tech savvy but even I know when you change your router there should be an easier way to swap over to a new system! And maybe needs looking into to make it so!
All in all when it’s working it’s brilliant and I won’t have a bad word said against it.

The kit is well made and works great when set up. You do need to understand how each radiator valve, signal extender (power socket), thermostat and hub can be added back to the system if one drops off the network (not common but happens) or there is a power cut which can (once with me) cause the hub to be disconnected from my WiFi. So can be a little messy, but thankfully the Support Team are fantastic. Overall, very handy to be able to run a single radiator in my house (home office, or family bathroom towel radiator) without heating the whole house. Would recommend, but need to be able to follow some technical steps especially if the hub drops off your WiFi.

Had the system installed for 4 months now. I used the help line to troubleshoot a few start up issues and found support excellent. Wiser transforms an old timer control to a modern controllable system. I would recommend.

The app is not working properly, when signed for the app two accounts were created, the app is not what they said, the app is not tracking the books you listened. Two months ago I requested to cancel my subscription and they are not answering.

Inherited a system when we bought a new house. After changing the router name, I have now spent hours trying to connect, have contacted support who have tried to help but no success. They have to refer to next level support who only email. Very very disappointed.

Excellent professional service. Highly recommended.

Changing router means reattaching to the hub. Instructions are not clear and hub has no off switch so rebooting, almost essential, is a chore. However the technical support, Ashley and Charlie were superb and provided a patient walk through the configuration of the mobile and the app to connect successfully. Wiser need to update their instructions to save calls to the Technical line.

They will charge you multiple times and there is no support from customer service. They basically ignore you.