topic Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network in Nest Thermostats

Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

AlanCine — Fri, 10 Nov 2023 16:31:10 GMT

Hi, my Nest 3rd Gen thermostat has gone offline with a W5 error. It had no issues since I installed it five months ago.
It lost connection for two days, and I can’t get it to connect at all despite following all of the troubleshooting instructions. I have finally done a factory reset, but it can’t find any WiFi network despite all other connected devices. There is no issue with WiFi or broadband.

Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

zoeuvre — Fri, 10 Nov 2023 16:48:30 GMT

Hi AlanCine,

Oh no! I'm sorry to hear that your thermostat gone offline and showed W5 code. Don't give up on us yet. We'd like to further check on this. Are you located in North America or Europe? Could you fill out this form and let me know once you're done?

Best,

Zoe

Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

AlanCine — Fri, 10 Nov 2023 16:52:59 GMT

Hi Zoe,

I hope things will work out.

I'm located in North America, and the link to the form you've sent is not working!

Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

zoeuvre — Fri, 10 Nov 2023 17:23:56 GMT

Hi there,

Thanks for letting me know—my mistake. I regenerated this form, so you may now fill it out again.

Regards,

Zoe

Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

AlanCine — Fri, 10 Nov 2023 17:27:17 GMT

Thank you,

I've just filled out the form.

Re: Nest Learning 3rd Gen thermostat suddenly offline and failed to connect to Wi-Fi network

zoeuvre — Fri, 10 Nov 2023 17:34:24 GMT

Hello AlanCine,

Thanks for the update. We got the form you've submitted—thanks for filling that 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.

Cheers,

Zoe