Getting the known issue of nest.com/w5 on my 3rd Gen Thermostat

[TopNach]

Where do we go to fix/repair the known issue of the nest.com/w5 error on the thermostat.  This error does not allow it to connect to the internet/Wi-Fi.  I only get local access and not remote access as I did before the error code.  Kind of defeats the purpose of a smart thermostat at this point.

[AMgoogle4]

Following…this is the most frustrating thing. We have three of these thermostats and two of them have been having this issue for longer than I care to admit

[TopNach]

Beyond annoying.  I have two of them and the one works great.  As for this one, it's become an analog thermostat now.  If I would've known this I probably would've went with another company.  I can't imagine they can't just push a software/firmware update to fix.  Unless, every so often they just want us to buy another one. On the fence at this point.  My HVAC rep told me to stay clear of these, but of course I didn't listen and hear I am now, grrr.

[Mikef21075]

Replaced the nest thermostat, and the new one out the box has the same issue

[TopNach]

Thanks for sharing. Man, I am definitely not getting the warm and fuzzy feeling with these and now wondering when my other one is going to the graveyard. Hmmm!

[Frustratedddd]

W5 is a well know issue, and they are aware.

I assume you have tried to Reset Network in the reset menu? Do this twice if not, and while in the reset, do a restart. Do all that one after the other. Failing that I normally find it's a wifi chip problem.

Easy way is to contact them by phone, and the quickest, but not at peak times.

[TopNach · Accepted solution]

Welp, just wanted to circle back with everyone and let you know that Google Customer Service reached out to me and are going to replace the face plate. I did all the troubleshooting prior as well but they needed to walk me through their teleprompter for confirmation. Just waiting for the new face plate now. Thanks for the input and help everyone!

[Jake]

Hey TopNach,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Jake]

Hey TopNach,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[TopNach]

Where do we go to fix/repair the known issue of the nest.com/w5 error on the thermostat.  This error does not allow it to connect to the internet/Wi-Fi.  I only get local access and not remote access as I did before the error code.  Kind of defeats the purpose of a smart thermostat at this point.

[Jake]

Hey TopNach,

Sorry for the late reply. I wanted to follow up and ensure you are good to go. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey TopNach,

I wanted to check in and see if you are still in need of any help? Please let me know, as I would be happy to assist.

Best regards,
Jake