Can’t view wireless connections in Gen3 Nest thermostat

[rgaila]

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Original Poster: Tony Lissick 

I have two gen 3 Nest thermostats, installed right next to each other, which are both one year old.  I am connected to wifi with one thermostat but can’t establish a connection with the other.  I’m getting a nest.com/w5 error.  I don’t see any wifi connections to use in the thermostat setup.  It was working up until a few days ago.  I tried resetting the unit and it didn’t fix the issue.  I asked a question previously, was contacted by a support person but the fix he said would resolve the issue didn’t change anything.  He didn’t say what the fix was and closed the ticket before I had a chance to say whether my issue was addressed.  What else can I try?

Details

[rgaila]

Hi Tony, 

My sincere apologies for the delay in response, and sorry to hear about your W5 error/customer service experience. I can totally get the frustration behind both of these situations! I'm happy to help out here and get you sorted.

Do you happen to have a case number when you last communicated with support? I want to look up the case and re-open it. 

I look forward to your reply. I hope we can resolve this together! 

-From Ai, Community Specialist.

[addmoregas]

I am having the exact same issue. Have been trying to resolve it via the nest app and my wifi provider. Gen3, w5 error, multiple resets with no success. I am told this is a chip error and the only option is to replace the device. Help!