topic Re: W5 error - Nothing works in Nest Thermostats

W5 error - Nothing works

jchrono — Mon, 08 Jan 2024 12:45:06 GMT

Bought and installed October 2023 and was working fine until 2 days ago. Tried all the troubleshooting steps (including factory reset of modem and thermostat) and I still get w5 error.

Re: W5 error - Nothing works

MrsDubs — Mon, 08 Jan 2024 14:08:45 GMT

I'm in the same boat, ours came with newbuild house and was fine until a month ago but cannot get it to connect at all now, hoping someone can help

Re: W5 error - Nothing works

MrsDubs — Mon, 08 Jan 2024 14:35:45 GMT

Some advice for you as I've just had my situation resolved, go through the troubleshooting again and get to the part when you can request a call back, they will call you pretty much instantly, they will resolve this. This is what I've just done

Re: W5 error - Nothing works

zoeuvre — Mon, 08 Jan 2024 20:20:13 GMT

Hi folks,

@jchrono, yikes! 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?

@MrsDubs, I'm glad that this has already been sorted out for you. If you come across other information you'd like to pass along or have more questions, feel free to create a new post.

Best,

Zoe

Re: W5 error - Nothing works

Jenelyn_O — Wed, 10 Jan 2024 20:30:29 GMT

Hi jchrono,

Chiming in — I just want to check if you managed to fill out the form. Please let us know once done.

I appreciate your help, Zoe.

Regards,

Jenelyn

Re: W5 error - Nothing works

jchrono — Wed, 10 Jan 2024 20:47:20 GMT

Hi Jenelyn,

Thank you for following up. I did contact support by phone 2 days ago (as suggested by Zoe). I got and installed my replacement today and it works fine.

A little disappointing that the main feature of this device can fail so early.

Re: W5 error - Nothing works

Jenelyn_O — Wed, 10 Jan 2024 21:42:01 GMT

Hey jchrono,

Thanks for letting us know — we'll take it as feedback. I'm glad to hear that you were already able to install your replacement device. Please feel free to create a new thread if you have any questions or concerns, as we'll be willing to assist you.

Cheers,

Jenelyn

Re: W5 error - Nothing works

claudiolr — Tue, 23 Jan 2024 10:51:02 GMT

Only one month. This is how long my thermostat worked before I ran into the w5 error. I have had excellent tech support and am waiting to receive the replacement device but I wonder how it is possible that such a high priced thermostat could incur this impactful error.
Above all, it is an error for which there is no solution other than replacement.

It's so frustrating

Re: W5 error - Nothing works

Leeisme — Tue, 23 Jan 2024 23:37:14 GMT

Just wanted to chime in on my experience @jchrono - I just had my Nest Learning Thermostat get the W5 error code, again. I just finished my third RMA to receiver my 4th thermostat, 2 in 6 months or less.

Google - this is frustrating to say the least. I don't care that you're willing to replace these when they begin breaking on people, I am more concerned by the fact I've had this happen 3 times with 3 different thermostats and the hardware issue is not being resolved. I don't understand how you can justify selling lemons but you're losing all of my trust in Google hardware. The rep I just spoke to was at least able to get it working as a dumb thermostat while I patiently wait (at a 250$ surcharge) for my replacement, but all of his assurances that he made notes to verify the quality are falling on deaf ears - I'm going to be far more frustrated if I need to get this replaced again in a few months. Please, get your act together. I like your offerings, but there are a ton of products on the market that do not have your quality issues.