I can"t re-connect myNest thermostat 3er generation Learning model A0013

[Bernardo1]

I have a Nest thermostat (model A0013) that has disconnected from my Wi-Fi network, and I am unable to reconnect it. I have followed all the steps outlined in "Troubleshoot your Nest thermostat is offline," but I continue to receive a W5 error. I have even restarted my router (which has not been changed recently) several times, as well as the thermostat itself. Furthermore, I do not have any new devices connected to my network.
I believe this is an issue with the thermostat that cannot be resolved.
B.D. Perez

[David_K · Accepted solution]

Hi @Bernardo1 

If you continue to see the W5 help code after restarting your thermostat, the best thing to do is contact support. 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, be sure to let them know you've already tried restarting your thermostat.

1. Go to Contact Us - Google Nest Help.
2. Select a category / product family, and type in a brief description of the issue, then click "Next".
3. Click "Other".
1. If you're signed into your Google account, select the affected device from the dropdown. If you don't see the affected device listed or you're not contacting about a specific device, select "My device is not listed".
2. If you're not signed into your Google account, you won't see the device selection dropdown.
4. Enter the serial number of your device (if applicable), then click "Next step".
1. If you're signed into your Google account and have open cases, you'll see these listed. If you're contacting about a different issue, click "Next step".
2. If you're not signed into your Google account, you won't see this step.
5. Review the available help resources, and if none resolve the issue, click "Next step".
6. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.