topic Re: W5 wifi connexction error in Nest Thermostats

W5 wifi connexction error

Aimadxb — Sun, 03 Sep 2023 15:29:59 GMT

Hey all

A 3rd gen Nest thermostat owner. Got the W5 wifi connexction error. Cant reset/Reconnect. What are my options here?

The contact us thing doesn't work at all despite the tries..

Re: W5 wifi connexction error

David_K — Sun, 03 Sep 2023 15:41:27 GMT

I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

Re: W5 wifi connexction error

zoeuvre — Sun, 03 Sep 2023 16:31:36 GMT

Hi folks,

@Aimadxb, thanks for reaching out to us, and I'm sorry to hear about the situation. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

I appreciate your help, @David_K.

Best,

Zoe

Re: W5 wifi connexction error

Jenelyn_O — Tue, 05 Sep 2023 16:54:04 GMT

Hi Aimadxb,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

I appreciate the help, @David_K and Zoe.

Thanks,

Jenelyn

Re: W5 wifi connexction error

bgggye — Wed, 06 Sep 2023 00:21:19 GMT

w5 error. Cannot connect to WiFi. I have reset and done all troubleshooting.

Re: W5 wifi connexction error

EdmondB — Wed, 06 Sep 2023 00:41:17 GMT

Hello bgggye,

I'm sorry to hear about your experience on your Nest thermostat. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

Re: W5 wifi connexction error

zoeuvre — Sat, 09 Sep 2023 17:18:08 GMT

Hi there,

We've received your form; thanks for filling it out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

I appreciate your help, Edmond.

Thanks,

Zoe

Re: W5 wifi connexction error

chassall — Tue, 12 Sep 2023 01:42:37 GMT

DO NOT BUY A NEST TYPE E THERMOSTAT. The Nest app is useless with this thermostat which refuses to connect to WIFI. The thermostat and app worked perfectly for two months until it came up with the terminal ‘W5 cannot connect to WIFI’ error. Wrote to Google ‘Support’ who ignored my pleas and after two weeks waiting for response they removed my complaint from their system, again with no correspondence and no action. Is that how Nest treat all their customers’ complaints?! Abysmal response from Google.

The Case ID for my removed complaint is 5- 3714000034951

Re: W5 wifi connexction error

Markjosephp — Wed, 13 Sep 2023 03:54:07 GMT

Hello chassall,

I'm sorry you had to go through this, and we hope you can have a better time. I'd like to look into this more and try to put things right for you.

To better assist you with this, if you wouldn't mind filling out this form, we'll get you the right level of help.

Let me know once you're done.

Regards,
Mark

Re: W5 wifi connexction error

chassall — Wed, 13 Sep 2023 04:41:11 GMT

Mark, the form you attached has been previously filled out and sent to Nest in my first communication with Nest, approximately two weeks ago.

Refer to my Case ID for my complaint, 5- 3714000034951, which provided the answers in exactly the same format you have sent me.

Re: W5 wifi connexction error

Markjosephp — Wed, 13 Sep 2023 06:47:43 GMT

Hi there,

I appreciate your effort. However, we have not received it from the Community Contact Us Form that we're providing. You might have filled them out for different channels. Could you please fill out another form from the link I gave above so I can notify our team of the next process?

I'll look forward to your response.

Regards,

Mark

Re: W5 wifi connexction error

chassall — Wed, 13 Sep 2023 07:35:34 GMT

The original communication with Nest was via their Google Nest Help Centre and not via the Community page. Don’t you guys talk to each other? I find it incredible that you as an expert community provider cannot talk to the Nest Help Centre and retrieve this information that I have previously supplied to Nest. You two are one and the same aren’t you?

Attached is your completed form which provides the same information I supplied two weeks ago to Nest Help Centre, which apparently you are unable to retrieve from your partners in the Help Centre.

Re: W5 wifi connexction error

Aimadxb — Wed, 13 Sep 2023 19:31:27 GMT

Hi There

When can I expect a reply to the issue I've raised? I bought 6 thermostats to save energy and, within a year, I've lost 1 already. Thank you for your understanding. Aimad.

Re: W5 wifi connexction error

Jenelyn_O — Wed, 13 Sep 2023 20:38:45 GMT

Hi everyone,

@chassall, I'm sorry for the trouble. I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

@Aimadxb, I checked your case and our support team sent you a message. Please check your inbox or spam folder.

I appreciate the input, Mark.

Best,

Jenelyn

Re: W5 wifi connexction error

Aimadxb — Thu, 14 Sep 2023 14:51:10 GMT

Hi Jenelyn

Can you please resend me the message? I can locate it. Thanks

Re: W5 wifi connexction error

Jenelyn_O — Thu, 14 Sep 2023 17:41:50 GMT

Hi there Aimadxb,

Please check your inbox or spam folder way back September 06. Also, ensure that you log into the same email you use for Community. If in any case that you can't still locate it, please let us know.

Best regards,

Jenelyn

Re: W5 wifi connexction error

Aimadxb — Fri, 15 Sep 2023 07:40:00 GMT

Hello Jenelyn

Thank you for your message but I couldn't find a reply dating back to the 6th of September. Pls send it to me once again.

Kind regards.

Re: W5 wifi connexction error

Markjosephp — Sat, 16 Sep 2023 04:40:29 GMT

Hello there,

I appreciate your help here, Jenelyn.

Thank you for your patience with us, @Aimadx. I relayed this to our senior support team to notify you via email. Please don't forget to check your spam or junk folder for the update.

Regards,
Mark

Re: W5 wifi connexction error

Aimadxb — Tue, 19 Sep 2023 17:20:50 GMT

Hi Mark

Any update pls? Thank you.

Re: W5 wifi connexction error

Natahajeb — Wed, 20 Sep 2023 23:15:41 GMT

Mark,

I have sent my devices with a W5 error message and they were delivered to your RMA department over 10 days ago. After 10 days no replacement or repaired devices have been shipped back to me. The case number for the last call is 1-8069000035105. How long does it take to get a replacement?