topic Re: w5 error in Nest Thermostats

w5 error

Tracey3 — Fri, 08 Apr 2022 22:51:22 GMT

Nest Thermostat has the reported "w5 error" and cannot connect to WiFi Have a case open since 3rd April sent mails everyday and still no response. I send all info and still no update this is still under warranty so how much more does one need to prove they own this before getting customer service,

[This system was ordered by me Paid for on my Credit Card registered to this email and on my Wifi all history on the device is on my nest a/c app.]

very unhappy customer. Has anyone else got a fix for this since Nest are not helping.

Re: w5 error

DragosC — Sat, 09 Apr 2022 10:53:06 GMT

Hi there @Tracey3,

Thanks for reaching out. Could you tell me please when did the situation start occurring at first and when was the thermostat installed?
Also, did you restart the display from Settings > Reset > Restart?

Re: w5 error

Tracey3 — Sat, 09 Apr 2022 12:02:21 GMT

Yes I've restarted we have this about 6 months I opened a case a week ago and I must say the person I was dealing with was not helpful kept asking for photos that I returned and nothing seemed to be enough for her. not sure what was misunderstanding as I explained This system was ordered by me Paid for on my Credit Card registered to this email and on my Wifi all history on the device is on my nest a/c app. sent 9 different photos and nothing seemed to make her happy. Should I have called Electric Ireland who installed this. I will say I'm sorry I didn't buy the Hive system. Also on a last note I'm also in contact using the email attached to the system.

Re: w5 error

DragosC — Sat, 09 Apr 2022 12:58:29 GMT

Understood. I'm sorry to hear that, @Tracey3. Could you provide me please with a case number so I can take a look at it?

Re: w5 error

Tracey3 — Sat, 09 Apr 2022 13:42:12 GMT

Case ID [9-7694000031988]

Re: w5 error

Tracey3 — Sat, 09 Apr 2022 13:43:28 GMT

Thank-you for the fast response

Re: w5 error

DragosC — Sat, 09 Apr 2022 14:02:00 GMT

Thank you. I've checked on the case and I've seen that there is an agent taking care of it already. Please reply to that email.

Re: w5 error

Tracey3 — Mon, 11 Apr 2022 08:42:19 GMT

NO had to turn boiler off as I can't regulate the hot water it's on 24/7

Re: w5 error

DragosC — Mon, 11 Apr 2022 08:50:32 GMT

Do you have a system boiler with thermostatic hot water control?

Re: w5 error

Tracey3 — Mon, 11 Apr 2022 09:52:55 GMT

Water is heated from the Oil boiler and with no thermostat is on full time so had to turn the system off last night I send 2 pictures last night and still no reply

Re: w5 error

DragosC — Mon, 11 Apr 2022 10:39:08 GMT

Thank you. The case is assigned to an agent and they'll take care of it as soon as they see my note.

Re: w5 error

george_t — Fri, 15 Apr 2022 13:10:18 GMT

Hi @Tracey3. I checked your case and saw that one of my colleagues contacted you and addressed the issue. Did you manage to check your email?

Re: w5 error

Tracey3 — Fri, 15 Apr 2022 15:18:38 GMT

Thank-you I spoke to Ransom today and he has been very helpful

Re: w5 error

george_t — Fri, 15 Apr 2022 15:21:59 GMT

I am glad to hear that. Is there anything else I can assist you with at the moment?

Re: w5 error

DragosC — Mon, 18 Apr 2022 11:14:05 GMT

Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!