topic Re: w5 error in Nest Thermostats

w5 error

brianhughes108 — Sun, 03 Oct 2021 17:47:42 GMT

Registered a Thermostat connection yesterday and i am still waiting on any form of contact. I tried the call facility but after 45 minutes of waiting, gave up . I have a case reference to quote. Can someone please even acknowledge that this is being looked into. 2 days of having to manually manage the heat link system. Regards

Re: w5 error

Ashepherdson — Sun, 03 Oct 2021 20:46:17 GMT

Escalated to the team for you!

thermostat issue and generally trying to contact someone..

brianhughes108 — Mon, 04 Oct 2021 16:01:39 GMT

Can someone please contact me. I called on saturday and waited on the line for 45mins. no response. I contacted yesterday via the community and was advised my issue was being escalated. No response. I have tried again today and after 30minutes of waiting on the phone, I am now hanging up. This is shocking !!! Day 3 of no heat link connection which is now causing issues with the main system. Please respond urgently.

complaint

brianhughes108 — Wed, 06 Oct 2021 16:30:56 GMT

Please note that I am still waiting on a response to my complaint ref 2002000032034. Quick summary of situation ( again ). My original log number is 2-103000031888.

1. On Saturday, i was unable to use the thermostat to control the boiler. I had lost the wifi connection to my phone circa 6months prior to this. I spent 5 hours on saturday trying the various fixes and troubleshooting tips without success.

2. Tried phoning on two separate occasions but after waiting for 45mins each time i gave up.

3. I eventually got a customer service contact yesterday. Spent 2hr 20mins trying various fixes but to no avail. I repeated many times that the fault is with the thermostat. It started with the W5 code and has now just frozen. The person refused to listen and continued to hit me with fixes that I had tried before and knew would not work.

I also highlighted my concerns with having to continually shut down my wifi and reset the heat link and possible further problems this could cause. Again, my concerns were ignored.

At the point I was asked to consider a wiring solution involving an L1 and L2, I had to stop the call. I was 2hrs and 20min down the line with no one prepared to listen.

4. I raised a formal complaint this morning and still waiting on a call back. I have just tried phoning and just being put on hold.

Good to see your CEO Sundar Pichai promoting the new energy saving features. Pity you can't get the basics correct.

Re: w5 error

ai — Thu, 07 Oct 2021 20:53:42 GMT

Hello @brianhughes108,

Thanks @Ashepherdson for sending this over to us. I made a new case on your behalf; Google Support should be reaching out to you shortly requesting details. We appreciate your patience with us!

Best,

Re: w5 error

Mustafa — Fri, 08 Oct 2021 02:19:36 GMT

@brianhughes108 hey brian, I’d like to know if you actually ended up receiving support and whether your issue was solved? I’m facing the same issue, I genuinely feel like the team responsible for support has no organization because they keep saying they will get back to me but no one does.

Re: w5 error

GarrettDS — Fri, 08 Oct 2021 18:07:52 GMT

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS