Nest 3rd Gen Wi-Fi Connection Issue (W5 Error; After Reset, Not Finding ANY Wi-Fi Networks)

[ting924]

I have a Nest 3rd Gen Learning Thermostat and has recently experienced the issues many have complained about here where the thermostat is either getting a W5 error and/or not finding ANY Wi-Fi networks nearby.  I have actually had this issue with another Nest in the past and it was replaced.

This time, after going through the usual troubleshooting about my WiFi network (nevermind the other 5 Nests are still working), the chat agent just told me I am out of luck as it's out of warranty.

It seems to me this is a widespread issue that Google seemed to have acknowledged a couple of years ago per Verge.  I have had this problem with 2 out of 6 Nests (small sample, but still ridiculous).  I am quite disappointed with the quality of the product and service to be honest.

Did anyone manage to fix the issue or get Google to do something about it?

[Christine36]

Having the same issue 😕 😪  for 1.5 years now. 

[KH5]

Having the same issue. My call with customer services was dropped after waiting on hold to "look up necessary troubleshooting steps". I have not received a call back.  I have tried 3 times now to get another agent on the phone and my call is "transferred to an agent" but then the call goes silent.  No hold music, not automated message.  Just dead air until I give up and hang up again.

[MelbaDT]

Hey folks, 

Sorry for the long overdue response but thanks for reaching out to the Google Nest Community. 

ting924 and Christine36, when and where did you buy your thermostats and what country are you in? Have you also tried manually rebooting them if the code would disappear? 

KH5, sorry to hear about your experience. Could you share the case id of your conversation with our support team so I can have it reviewed?

Best, 

Melba

[ting924]

I bought mine in 2020 in the US.  I have tried restarting and resetting the thermostat to no avail. 

I don't believe I got a case ID for the cta session.  Though should be able to find it on my account? 

[MelbaDT]

Hey ting924, 

Got it — I should be able to find it with your information. Please fill out this form: https://goo.gle/3BICUaB

Let us know once you're done. 

Best, 

Melba

[ting924]

I have completed the form.  

[MelbaDT]

Hey there, 

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 

Best, 

Melba

[Princesss]

Hey there,

Chiming in to see if you have received assistance from our higher level of support regarding this. Let us know by responding to this thread.

Best,

Princess

[ting924]

No I have not. 

[Princesss]

Hi ting924,

Thanks for your response. I'll make sure to check it with them and keep the thread open until you are assisted.

Best,
Princess

[ting924]

They have replied with an option for a replacement.  I will follow up with them there.  Thank you for helping in obtaining results. 

[EdwardT]

Hi ting924,

Thanks for the update. I'm glad to hear that you were able to get an option for replacement. Keep us posted once you've set it up.

Thanks,

Edward

[EdwardT]

Hi ting924,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 
 

Thanks,

Edward

[EdwardT]

Hey ting924,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[ting924]

Thanks.  I did receive the replacement but did not install it yet.  I will install shortly and return the defective unit.  Appreciate the help thus far. 

[EdwardT]

Hi ting924,

Thanks for the update. I'm glad to hear that you were able to get a replacement. Let us know once you've installed it.

Thanks,

Edward

[Jhonleanmel]

Hi everyone,

@EdwardT, thanks for the helpful responses.

@ting924, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[ting924]

The replacement worked.  Thanks.  Will return the defective unit soon. 

[Jhonleanmel]

Hi ting924, 

Awesome — glad to hear that and thanks for getting back to us. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

[Jake]

Hey ting924,

I wanted to check in with you, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake