Nest 3rd generation thermostat battery won't charge and won't connect to wifi

[Jo108]

We bought the thermostat on 24 January 2025. We hadn't noticed it was offline because it is summer time in the UK but it kept saying that the date and time were wrong. A few days ago it stopped working. It won't charge and will not connect to wifi. The error message is W5. We spent most of Thursday troubleshooting it and still cannot get it to work, despite following all the online advice. We cannot get in touch with anyone in google help centre. We are very frustrated as we believe the thermostat is faulty. Can someone please advise how we should proceed. Thank you.

[moralesvicente]

Hello Jo108, 

Thanks for reaching out to the Google Nest Community Forum. I'm sorry to hear you're experiencing trouble with your Nest Learning Thermostat 3rd Gen, specifically with the battery not charging and the device failing to connect to your Wi-Fi network. Also, you have noticed an error code W5. I completely understand how frustrating this situation can be. No worries; I'm more than happy to help.

I appreciate that you've already tried some troubleshooting steps. To expedite assistance, please attach a picture of the W5 error code displayed on your thermostat.

I’ll be waiting for your response. 

Best regards, 

Daniel