Troubleshoot a W5 Code on Nest Thermostat

[Lazarus]

Are you having trouble connecting your thermostat to Wi-Fi, or are you seeing a help code on your thermostat display that ends with nest.com/w5? We’ve seen a few community posts about the thermostat W5 code, so we’re here to provide some clarity and share the info you need to address it.

Here’s the TL;DR: Once you’ve confirmed this code continues to show on your thermostat’s display after restarting your thermostat (check out the steps below on how to do this), you’ll need to contact us to help you resolve this.

Read on to learn more about this help code and how to resolve it.

How can I confirm that I’m getting a W5 help code?
The only way to check for a W5 help code message is on the display of your thermostat. This code won’t appear in the app.

• If you’re not sure it’s a W5 error and you already dismissed the help code message on your thermostat, you can always check your thermostat’s Network menu to confirm.
• If the W5 code is not displayed, but your thermostat is offline or experiences intermittent connectivity issues, try the steps in the Troubleshoot Wi-Fi and connection issues article.
  
  

What can I do when I’m encountering this error?
This help code means your thermostat is unable to connect to Wi-Fi. Once you confirm this, you’ll need to try restarting your thermostat.

Don’t worry – your thermostat won’t lose any of your information or settings if you restart it. Once your thermostat boots up you can continue to use it as before.

If you continue to see the W5 help code after restarting, you’ll need to contact us.

Make sure you have the help code and your thermostat’s serial number ready to go before your call.  To find your thermostat’s serial number, pull the display off the base and flip it over. The serial number is above the QR code on the back of the display.

When you reach an agent, let them know you’ve performed all the necessary troubleshooting steps listed in the Help Center article.

Learn more
Read community discussions about this topic or stop by our Help Center

• Community Post: W5 Error
• Help Center Article: Troubleshoot Wi-Fi and connection issues
• Help Center Article: Troubleshoot a Nest Thermostat W5 code

The Google Nest team

[Romeo2102]

Hello, I am having a problem with my Nest Thermostat where its not detecting any WIFI signals, I've already went through the troubleshooting content which also did not work. Can someone point me to the Google help desk or something?

[Bigb29]

I’m having a problem where my thermostat is stuck on the continue set up in the Google home app and I can’t manually reset it because pushing and holding the button does nothing I don’t know what else to do

[Statzel04swife]

My nest worked fine for a while and 2 months after the warrenty expired it won't connect to wifi and none of the trouble shooting has helped. 

[ZermanM]

@Lazarus - What is the best way to processes a replacement? Unfortunately, this issue has affected me twice in the past two years. The first time I received a replacement. That fixed the problem. The second time the replacement, which was refurbished, failed with the same W5 error after one month.  Contacting customer support does not resolve the issue. It seems I am no longer eligible for a replacement as my limited warranty has expired. Removing wifi connectivity severely limits the device’s capabilities. This is a frustrating experience for a customer when the issue appears to be with the device.

[Jfguajardo]

 

My downstairs one worked for almost a year but now always says offline. I’ve gone through all the troubleshooting steps and my Wi-Fi is still working fine, so I’m not sure why this one unit keeps having issues connecting and showing that it’s off-line.

[David_K]

@Jfguajardo If you continue to see the W5 help code after restarting, you’ll need to contact the Google Nest support team.

1. Go to Contact Us - Google Nest Help
2. Select "Thermostats", type a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step" until you see the contact options.
4. Choose to get a call or call or chat with the team as available in your country.

[jtouchjpg]

I purchased a nest thermostat (not E or Learning, just the regular one) on Facebook marketplace. This particular stat had already been attempted to install. I kept getting a “disconnected from wifi” message and had no clue how to do anything about it since the previous owner who didn’t have a compatible AC system had obviously already gone through the initial set up steps… I ended up on this website https://support.google.com/googlenest/gethelp?sjid=12249730055221286979-NA and filled in all the required boxes including the device I was trying to set up and and custom fill in box to describe the problem I was having, then hit the button that requested a phone call for support. within seconds, I received a call. had to agree to some things with a robot, then within a minute I was talking to an actual person. I had to do this twice during my install and BOTH times were smooth and easy. they have this app that they can send you a link for and you can give it permission to see your screen which is SOOOOO helpful! my two agents could see the message I was getting in my google home app and when I went to my camera, they could see the message on the thermostat I was trying to setup. this was so very very helpful. both of the agents I talked to were very helpful, understanding, and patient with me. would highly recommend. it was midnight when I decided to install my stat! can’t think of any other business that would have 24/7 tech support that listens to you, can see your screen if need be, AND can help solve your problem. cannot rave ENOUGH about the help line (website you can request to be called from) and how helpful and convenient it is!!

[Macdaddy14]

I bought two generation 3 Nest E learning products. After one year one of them kept showing error code W5. Spoke to support and sent a new one after doing all the things to solve it didn’t work. I wasted 2 hours. New product Install d and same error code shows up. Then my main floor nest also began doing the same 5 days ago. I am so frustrated. That is 3 products defective. I have a Google mesh router and Comcast router and reset both of them and all other devices work fine. I am about to throw away these and buy another brand. Frustrated beyond comprehension

[MinzeB]

My Nest E learnins stopped working with W5, after 5 mounts working fine. It sees not any wifi network while scanning the environment. So, I did run the checks of the  google support site and finally the site's advice was to call the google service desk.

That is what I did. There was a friendly engineer asking me some questions, after which he concluded that the device had to be replaced.

After sending some requested  information to google support,  I  could order a replacement.

That was yesterday, so I am waiting for the replacement now.

I think it is very weird that so many NEST wifi transmitters give up after a few months.

It looks like a design flaw.