Need replacement of Nest thermostat not connecting to Wi-Fi

[Teammu91]

I have exhausted all steps listed on Google support, we even switched internet carriers and obtained more bandwidth and still will not connect. NOTE: I have 4 nest thermostats 3 of which have no issues so it is NOT a problem with any of my external equipment. The device is still under warranty and I would like a replacement, however, every time I try to initiate this process through support it brings me back to Google Community. I would love a contact number or even a chat function that can assist with getting my replacement underway. 

[Frustratedddd]

UK or USA etc.?

[maedacortez]

Hi Teammu91,

Thanks for reaching out. I understand that your Google Nest Thermostat 3rd generation is not connecting to the Wi-Fi. I know this can be frustrating, but don't worry, I'm here to help! Before we try some troubleshooting steps, I need to ask a few questions.

• Does the thermostat display show any error codes or messages?
• Do you only have one Wi-Fi network, or are there others?
• How far away is the thermostat from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?   
• What's the software version of your thermostat?

I'll be awaiting your response.

Regards, 

Manuel

[phantomboy]

Hi,

i’m also experiencing the same issue. I have tried or the step for troubleshooting but my thermostat continues to not even detect any wifi network. My error code is W5

[phantomboy]

Hi,

i’m also having the same issue with my thermostat. I have tried all steps for troubleshooting but keep getting error W5.

my thermostat does not even detect any wifi network 

[tajennifer]

Hi phantomboy,

Thanks for posting. I'm sorry to know about the situation that you are experiencing with that Nest Learning thermostat that is showing you the W5 error code and the thermostat not detecting any WiFi network. I understand the frustration that this situation may cause. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards,

Jenny

[tajennifer]

Hello again phantomboy,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best regards,

Jenny