Timeguard Avis 

Adding my warning to the noise. Useful product and simple to programme with a massive caveat.

Their systems go down, meaning the app goes down, meaning all controlled devices (for us hot water and heating) require go from smart to dumb.

Systems and support lines are not monitored on bank holidays, weekends or the Christmas break. Meaning any issues might not be looked at for 1 week plus.

Unable to recommend these products until their support structure improves drastically.

Key words: electrician, heating engineer, recommend, Timeguard, app, wifi controlled, fused spur

No working heaters since late night on the 27th!! I'm currently recovering from surgery and I have arthritis. So, alongside living in a very cold property, it's affecting my health. My sister had to go and purchase me a plug-in electric heater but they are not great. They are also more expensive to run! These wifi heaters are convenient when they work but when that blue light starts flashing, there is nothing you can do.
HAPPY NEW YEAR TG - My plans have now been cancelled.

Basically, 'what everyone else says'...
Server down over Xmas24 and company doing hee-haw about it while they're all on holiday, and they're obviously not daft enough to use Timeguard switches in their own holiday homes, or someone would have noticed by now...

Servers down over whole of Christmas and still off. Means heaters not available when needed most. Whilst the WiFi spur units seem well built this lack of support is wholly unacceptable for a product of this price. An occasional blip can be understood but days of server down time is ridiculous and and shows complete disregard for your customers.

Service is off line over the entire Christmas/new year 24/25 as is the company and support line. I guess that means they won’t realise they switched the server off until Jan. So annoyed I chose their product to control the room temperature at remote locations. Now I have a 200 miles trip to organise to sort out the problem they have caused.

Shocking service. It has now been a few days I’ve had the blue flashing light and no hot water. In order to get any in now need to wake up in the middle of the night to switch on the heater. I cannot believe given how unreliable and often Timeguard system goes down they had nobody on customer services. Clearly, they could not care less. The unit was not cheap but the customer services certainly is. Voicemail box full and can’t leave a message. I cannot continue like this. I’m t has been several years of shocking down time issues.

We have the same poor experience as everyone else. Works much of the time, but when it breaks down it’s not supported. It’s not good enough.
Beware they seem to be migrating to Tuya, so the support will get even worse. Time to jump ship and move to something more stable.

Is it possible to give less than 1 star??
Yes, our hot water also isn’t working as the Timeguard server is down and, like everyone else here, Timeguard have decided to go on holiday until January 2nd without a basic contingency plan….just shockingly poor/ inept Customer “service……?????”

Useless. Can’t login as their server is down and had been for days. When it works it’s ok but app interface is a disaster. When it doesn’t…you stuffed.
I’m changing mine out for something a bit smarter.

Normally a blue flashing light in the middle of the night heralds the arrival of visitors from the planet Plod seeking their share of my profits, but on this occasion it was my Timeguard device desperately trying to re-connect to the mothership. To no avail - the network was busy. Apparently, the Time Guardians do not oversee the full 24/7 orbit of the Earth and are elsewhere in the Universe outside of Earth's office hours, weekends and public holidays. My crop needs regulated heat and light, but the Timeguard spur was not up to the task. Otherwise our plants die... something which can't be sniffed at. We had to disconnect it and revert to a manual switch. Fortunately, after a distress call to the planet Chosry, a much better device will shortly be dispatched and this sorry episode can be rectified

Server is down and can’t log into the app. All my devices are now set to OFF. It is unacceptable that there isn’t 24hour support for such an important line of products

Do not purchase from Timeguard. Atrocious product and customer service. Wi-Fi spur continually looses connection effectively leaving our home with no hot water over the Christmas period. Their servers are down. Online instructions wildly unhelpful. Website must have come out of the ark it’s so dated. Zero customer support to help reconnect. Phone line some sort of kafkaesque bottomless hole to nowhere and nobody. This company should not be allowed to remain in business. In fact I think it may have gone out of business. honestly cannot understand how they can leave customers stranded like this otherwise. Totally unethical. Someone at timeguard must surely realise the strength of dissatisfaction with them just from the reviews alone. It’s utterly bizarre!

Useless support

No one answers. Server / network busy for 3 days. Can’t login can’t create a new account. No one answer the phone, don’t answer emails and chat doesn’t work.

Servers constantly down and no-one monitoring. Absolute joke. Dont waste your money, go elsewhere!

TG app down again over a bank holiday and no customer service until 2nd January - this is so poor for a product like this. From other comments, we are not the only ones relying on the switch for hot water / heating.

Timeguard is owned by a German company, Theben AG

It might help if other UK users complain to them directly

Unfortunately 1 star is the minimum - AVOID THIS COMPANY AND PRODUCTS!
Absolutely awful server and zero support.

Server is down yet again. Nobody available until Jan. 2nd. We’re on the E7 electricity rate, now I have to wake up in the middle of the night to switch the heating on manually. A complete lack of customer service, nobody available in the weekends, no back up whatsoever. You would expect someone monitoring the server, especially knowing that is goes down so often! Shocking shocking shocking,

I have 2 of these switches. Cost me £233 to buy and get installed. They’ve now gone down, no access to the app and no hot water. No one answering the phones just as all the other reviews have said in the last few days. It seems timeguards entire customer base is suffering and there is no answers or help from timeguard. I will be replacing my switches with another more reliable brand that look after their customers and which actually work!

We had an IP66 wifi unit fitted to control an electric aga cooker. It has failed 4 times in under 2 years. Timeguard's server goes down, usually at a weekend when no one is answering their phones, which makes the app fail. Even on a working day their voicemail boxes are full and when invited to "dial 0" for assistance the reply is "invalid command"! Emails go unanswered. The instructions say that remote control can be overridden on the unit but this does not work either. Do not buy this product or anything else from Timeguard if you value customer service.

Update: Emergency call out electrician has installed an override. Hooray! At least we now have manual control... Meanwhile some research at Companies House reveals Timeguard was purchased by Deta Electricals in Jan 2023 for £2.6m (the purchase included £1.6m for Goodwill - most of which must now have evaporated!). In turn I found Deta electricals are owned by Newbury Investments (Chairman Nigel Palmer and FD Leo Yu should you wish to complain) and although Deta are also closed until 2 Jan I managed to reach a very sympathetic person at Newbury Investments. They prompted Neil Chapman, Sales Director at Timeguard, to interrupt his game of golf and say he was trying to get Supplymaster to reboot the server. That was at 4pm on 30th. As of 12.30 pm on 31st it is still "Network busy". I have had no responses to two further emails and a vm but you are welcome to contact Neil on his email (Trustpilot doesn't allow email addresses apparently but you could try first name with first letter of surname at timeguard.com - using the symbol for "at") or 07710925157 to see if you can do any better! Does Timeguard hold the record for the worst Trustpilot rating?

Further update: App now working, 24hrs after Neil Chapman emailed me to say he had requested a reboot.
Quote from Deta Electricals Dec '23 Report and Accounts at Companies House: “Our strategy is to provide the highest possible service to customers”. Interesting juxtaposition with 64% 1* reviews

Same as other reviewers, works fine for 6 months but then the Timeguard server goes down and all personnel are on holiday so it takes days before they realise it is down and reset it at their end. Better getting the Google/Alexa controlled version I feel.