Nest Thermostat - Network not connected. Error messages, nest.com/W5

[WRasco]

After ~ 18 months my Nest will not connect to Wi-Fi.  While it worked, it worked great but the Wi-Fi failed some time ago and I have been using it like an old fashioned thermostat while I searched for a solution.

But now i am throwing in the towel, and would like to start a conversation here to see if my case can be escalated. Here's what I have:

Gen 3 Nest, in the US

Software Version 6.2-27

Base Software version 2.3.51/3.1

Backplate -5.26

Equipment: W1/Y1/G/C/Rh

Battery 3.912v

Voc 29.21 v

Vin 34.217v

lin 200 mA (c)

Network: not connected. Error messages, nest.com/W5

Also cannot be found when entering manually. All other devices I connect to our home network (Google Mesh AC1200) immediately locate wi-fi and connect  after entering the password and reconnect after reboot.

While the TStat should be getting a charge while on the wall, I have pulled it and charged the battery using a usb cable. No change in behavior.

Reset: I've performed this step in multiple ways -

1. Reset, remove from base for 5 minutes, return to base and reset.
2. Hit it WPS key on wifi and reset Nest.
3. Reset wifi and reset Nest.
4. add Google Mesh network and Reset Nest...

All attempts have same result - no networks found. 

Please advise on next steps. 
WR

[David_K]

Sounds like you've already tried some great troubleshooting steps. To get support with the next steps, I'd suggesting contacting support directly.

1. Go to Contact Us - Google Nest Help
2. Select "Thermostats", type a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step" until you see the contact options.
4. Choose to get a call or call or chat with the team as available in your country.

[WRasco]

Thanks

[WRasco]

Follow up and close this out google did replace the learning thermostat with a new one that works perfectly

[David_K]

Glad to hear that!

[zoeuvre]

Hi folks,

@WRasco, I'm happy to hear that everything has been sorted out. Since we can now consider this one complete, I will be locking this in 24 hours if we don't hear back from you again. Feel free to start a new thread, and we'll be happy to help.
 

I appreciate your help, @David_K, 

Cheers,

Zoe

[WRasco]

Perfect customer service experience. Thanks David & Zoe.

I only wish I had reached out you sooner...

[zoeuvre]

Hi WRasco, 

We're glad to help! If If you come across other information you'd like to pass along or have more questions, don't hesitate to give us a shout. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

All the best,

Zoe