Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest Thermostat W5 Error and Customer Service Nightmare

Community Member

Nest Thermostat has been working fine for 9 months.
Then no network connectivity with the error W5.
I reset the unit multiple times to no avail.
I even took the unit back to factory settings.
It still would not connect or even see any wi-fi hotspots.
I called support and was issued an RA and after putting up a CC they shipped a new unit.
But, to my surprise when I opened the box there was only a backplane.
I swapped the backplane out and same problem.
So, I called support and they realized they had sent the wrong part.
Now they will not send me the right part until they get the wrong part they sent me back.
Well they received the return box over 2 days ago.
But the warehouse has yet to open the box and we are stuck till they do.
I asked the rep if my case could be escalated. But they refused.
I'll have to say this is the worst Customer Service I have ever had the displeasure to deal with.
I guess the moral to this story is if you are going to use a Nest Themometer you better have a backup on hand.


Community Specialist
Community Specialist

Hello WFODave,

I'm sorry you have to experience this, and we hope you can have a better time. I want to look into this more and try to put things right.

Can I have your support ID number reference from the email you received from our specialist?

I'll look forward to your response.


Hey there,

I don't want to be a nudge, but I'd like to check if you were able to contact our team. Feel free to reach out again with your support ID number if you still need help.


Hi WFODave,


I'm checking in to make sure that you've seen my response. Please let us know if you have any additional questions or concerns before we close this thread in 24 hours. 


Best regards,