Cannot connect to network

[Irismassih]

My nest thermostat cannot connect to network.  I am getting W5 code

[David_K]

Hi @Irismassih 

First try these steps:

Troubleshoot a Nest thermostat w5 code - Google Nest Help

If the issue persists after trying those steps, contact the Google Nest support team directly.

1. Go to Contact Us - Google Nest Help
2. Select an appropriate product or category, type a brief description of the issue, then click Next.
3. Click Other, then click Next step.
4. In the Resources section, click Next step.
5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

As it mentions in the article, the best thing to do is have your thermostat’s serial number ready to give to the support agent before you 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. Be sure to mention to the agent you've already tried restarting the thermostat.

[EduardoN]

Hi @Irismassih,

Thank you very much for contacting the community! I understand that your Nest Thermostat is unable to connect to the network and that you are receiving the W5 error code. Don't worry—I am here to help!

I would like to confirm whether you followed the recommendations for this error code and if the issue was resolved. If not, please send me a photograph of the error code

Thank you, @David_K, for this article; it is very useful for these types of issues.

Keep me posted.

Best regards,
Eduardo