tek-monkey
wanna see my snake?
For what it's worth, Tado are currently doing their self-install starter kit (v3 with Homekit support) for £159 if you don't need the extension kit (i.e. if you already have a wired thermostat). If BG are giving you the runaround you could cancel and go elsewhere? I can also give you an extra tenner off via a referral link if you like.
If you do already have a wired thermostat anyone who's confident in replacing one can do it, and a sparky or gas engineer could do it with their eyes closed.*
* Do not recommend installing it blind, there are no braille markings.
The current stat works but is wildly innacurate, I tried putting a new one in and it blew a fuse in the boiler. I'm normally good with electrics too!
BG really couldn't give a damn, said I agreed to the T&Cs and those state they can rearrange as much as they like. The guy actually sounded pleased when he pointed out I couldn't get it installed myself as they had most of the kit (the BG engineer brings it). AO.com have been really good though, they have sorted a courier to pick up the old hive unit and are sending out the self install version with all the kit I need. They have also agreed to pay the first £50 towards installation, really couldn't fault them and will certainly use them again.