topic Re: WiFi error W5 in Nest Thermostats

W5 Error

Stpierredm — Mon, 28 Mar 2022 15:28:50 GMT

Hello. I’ve had a Nest 3rd gen Learning Thermostat for about 4 months now and it’s been awesome! Today it started showing error code W5 it isn’t seeing my router or my mobile hotspot and I’ve tried all the troubleshooting steps repeatedly, restarted my router, entered the name and password manually still no joy. I need help.

*Note: Title edited for clarity*

Re: WiFi error W5

Rascal103 — Wed, 29 Sep 2021 16:48:01 GMT

Hello we have the same problem and have got nowhere. We'd be interested to hear how you resolve your same issue?

Re: WiFi error W5

ai — Wed, 29 Sep 2021 18:39:58 GMT

Hi Stpierredm and Rascal103,

Thank you for your patience with us! We've created a case for both of you. Your issuehas been escalated to our upper support team. Be on the lookout for an email from us in your inbox soon!
Kindly,
Ai

Re: WiFi error W5

Andreajane96 — Thu, 30 Sep 2021 00:18:39 GMT

I have experienced the same bought new router and it still will not connect help please!

Re: WiFi error W5

Stpierredm — Thu, 30 Sep 2021 01:16:44 GMT

The support team is actively monitoring this forum and has already begun processing my issue. I believe you'll hear from them shortly.

Re: WiFi error W5

MGis — Thu, 30 Sep 2021 15:40:25 GMT

I have the same issue. And W5 error code. Follow troubleshooting. My app when away from home for a few days means a cold place to return too. Would appreciate help/support. Thanks. MG

Re: WiFi error W5

User_T — Thu, 30 Sep 2021 19:38:44 GMT

I also have this issue, none of the trouble shooting tips work, very frustrating.

Re: WiFi error W5

buckjw — Thu, 30 Sep 2021 21:34:32 GMT

They will probably just send you a replacement. I've had 3 Nests replaced and the same issue just keeps happening. Their only response is to send a new one. They won't offer a refund. Terrible support and customer service.

Re: WiFi error W5

CDJ — Thu, 30 Sep 2021 22:03:30 GMT

We have the same issue with a W5 message. Have tried all of the troubleshooting tips and nothing has worked. Anyone able to help please?

Re: WiFi error W5

buckjw — Thu, 30 Sep 2021 22:10:43 GMT

you can contact support here - https://support.google.com/googlenest/gethelp

But they'll probably just send you another one. My 4th is on its way.

Re: WiFi error W5

Bamacd67 — Sun, 03 Oct 2021 21:37:32 GMT

I have the same issue. Worked no problem for 1 year and now keep getting error and I have tried all suggested solutions. Just received replacement and same error.

Re: WiFi error W5

terry — Wed, 06 Oct 2021 13:30:29 GMT

Same problem. Tried a restart and full reset but now even the available network options do not show.

It did connect once for literally a few seconds then failed again

Checked for any software updates and rebooted the whole system on a couple of occasions with no effect.

Does not effect manual control but we can't control heating or hot water through the app any more.

Other Nest devices around the property are working fine.

Any ideas how to resolve this?

Re: WiFi error W5

Rascal103 — Wed, 06 Oct 2021 16:02:27 GMT

Hi we went round and round in circles and getting nowhere and getting very frustrated and i remembered somebody told me once that if you dont get anywhere through the recommended channels post your complaint on twitter and the company respond very quickly. So i did that and low and behold within a couple of minutes they'd responded and were really helpful, went through loads of things and tested the thermostat remotely and they confirmed we had a faulty wifi chip and that they would send us a replacement. In the meantime i had been on to the plumber/heating engineer who supplied it when he installed our new boiler and he got a replacement from the company he purchssed it from so didnt need google nest company in the end but at least we knew what the fault was. I have since complained that they should be looking into why these faults keep happening and not just fobbing people off with a replacement. They have acknowledged my complaint. Good luck!

Re: WiFi error W5

Rascal103 — Wed, 06 Oct 2021 17:16:37 GMT

Thank you, i did

Re: WiFi error W5

r4g — Fri, 08 Oct 2021 14:30:41 GMT

Hello, I am experiencing the same issue. I'm repeatedly getting error code w5 and I've tried all the troubleshooting steps but nothing works. Please help. Thank you in advance.

Re: WiFi error W5

Bamacd67 — Fri, 08 Oct 2021 20:51:24 GMT

I have had a replacement Nest sent to me, but same W5 error persisted once I followed all of the Community fix tips (was given a UPS return code but NEST still charged me claiming I never sent package back, which is another mess to deal with). I had a NEST PRO come and install a C-Wire so my battery would stay charged, and still same W5 error. NEST PRO says my system is compatible and fact my NEST worked for a year before this error started occurring, with zero changes to my home systems, means this is a NEST bug. Especially with how many times i see problem when I google this.

Re: WiFi error W5

ashli — Tue, 12 Oct 2021 02:04:17 GMT

Please help. I'm also getting the w5 error on my Nest Learning Thermostat. I've gone through all the troubleshooting steps and it just keeps "searching for a network". No luck. Typed in my SSID and password; no luck. Please help!!

Thank you!

Re: WiFi error W5

MA120 — Tue, 12 Oct 2021 08:18:38 GMT

Please assist, same problem with w5 error

Re: WiFi error W5

davidwave1982 — Wed, 13 Oct 2021 02:50:45 GMT

I have the same problem of wifi error w5 along with battery starts to drain fast and can't be charged even my AC is running. Nest eventually shut down and I have to recharge with USB-C. I just bought this nest E in September and it runs well for about 3 weeks. I tried every possible tips shown in this site, and none is working. I can't believe this is made by Google ?

Re: WiFi error W5

Claystate — Fri, 15 Oct 2021 01:24:49 GMT

Please dona case for me same issue the past week