topic Re: Nest 3rd gen W5 error not connecting to WiFi in Nest Thermostats

Nest 3rd gen W5 error not connecting to WiFi

WiGo — Wed, 18 Oct 2023 18:52:20 GMT

Hello,

I have issue with connecting to WiFi, where thermostat showing W5 error, shuting down...gone over troubleshooting, charging it...nothing works.

I bought it on Amazon.de in Fabruary 2023. Everything worked fine, using Open Therm protocol on my Combi Viessmann with HeatLink connected, Wifi connected...just perfect temperature in my house, until few weeks ago, end of September, I notice that device is showing W5 error and shuting down as soon as I try to make some setup.

Got in contact with support and after 10 days of going back and forth i received an email from google support, C/P it here;

Thanks for reaching out to the Google Nest Customer Care Team.

Onto the situation in this case. You are in a location that is not supported for the Nest thermostat. For Nest 3rd gen, we have availability in: Belgium, France, Ireland, Italy, Netherlands, Spain, United Kingdom.

For your reference your case number is 3-7274000034994. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,

HEY GOOGLE, I don't need support, I need replacement device or service under warrenty, please.

In European union this is protected by law, otherwise you are scamming consumers.

Plase sort this out, my case ID is written above.

Re: Nest 3rd gen W5 error not connecting to WiFi

TudorL — Thu, 19 Oct 2023 08:01:14 GMT

Hi there and thanks for reaching our Community. I'm really sorry to hear about your issue, but I'll do my best to help you out. I must apologize that your experience didn't go so smoothly so far, but let's work on your issue ASAP. I'll need to check in with my Seniors in order to reach a resolution. Since you already have a case registered in our system, would it be okay if we continue the conversation via email using the case number provided?

Re: Nest 3rd gen W5 error not connecting to WiFi

WiGo — Thu, 19 Oct 2023 17:14:41 GMT

Yes, let’s do that.

Re: Nest 3rd gen W5 error not connecting to WiFi

AlexD — Fri, 20 Oct 2023 16:23:13 GMT

I see you are in touch with my colleague's over email. If there's anything else I can try and assist with, make sure to let me know.

Re: Nest 3rd gen W5 error not connecting to WiFi

Vladut — Mon, 23 Oct 2023 09:25:27 GMT

Hi there, just checking in with you. Do you still need help?

Re: Nest 3rd gen W5 error not connecting to WiFi

WiGo — Mon, 23 Oct 2023 09:36:57 GMT

Hello, I’m in process with customer support via email. I will leave feedback once it’s solved

Re: Nest 3rd gen W5 error not connecting to WiFi

Vladut — Mon, 23 Oct 2023 09:39:14 GMT

That's great. Let me know if you need anything else!

Re: Nest 3rd gen W5 error not connecting to WiFi

WiGo — Mon, 20 Nov 2023 16:04:38 GMT

Finaly, I have received package back from Service Department and was I suprised!

I have sent Nest display without heatlink like instructed by support.

Service dept. returned another heatlink but not replacement display so now I have 2 Heatlinks and no display to control my heating 😞

Re: Nest 3rd gen W5 error not connecting to WiFi

AlexD — Tue, 21 Nov 2023 10:56:26 GMT

Thank you for sharing this. I am sorry to hear this and I'll look into your case right away. In the meantime, please use the manual mode from the installed Heat Link by pressing the button on it to turn your system on and off.

Re: Nest 3rd gen W5 error not connecting to WiFi

WiGo — Tue, 21 Nov 2023 16:42:09 GMT

Thanks. I’m pressing the button😲 Twice in the morning and twice in the afternoon 😉

Re: Nest 3rd gen W5 error not connecting to WiFi

TudorL — Wed, 22 Nov 2023 12:33:53 GMT

I'm really sorry about the inconvenience. My colleague has managed to send you an email in the meantime, did you manage to check it?

Re: Nest 3rd gen W5 error not connecting to WiFi

Vladut — Sat, 25 Nov 2023 10:46:10 GMT

Hi there, just checking in with you. Do you still need help?