Nest Thermostat won’t connect

[RG74]

My Nest stopped working after 4mos. I got the W5 error and have tried installing/reinstalling several times but cannot connect in two separate homes. I’ve tried support but they are not helpful. They want me to reinstall and answer all the same questions again. 
I started this 6 months ago! I still can’t get a replacement! This is worst warranty ever!

[zoeuvre]

Hi RG74, 

Yikes! I'm sorry to hear about the difficulties you've been experiencing with your Nest Thermostat and the challenges you've faced in getting support and a replacement. Have you already tried to restart your thermostat? If so, how did it go? 

Keep us posted.

Best,

Zoe

[RG74]

I’ve tried restarting, factory reset and every other step Google support suggested. 

[Lance_L]

Hey everyone,

@RG74, chiming in — since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

I appreciate your help, Zoe.

Regards,

Lance

[RG74]

I already have a case ID 0-5231000035190

[Lance_L]

Hi RG74,

Thanks for circling back with your case ID. Upon checking, this case hasn’t had any activity in the past few months. Don’t worry; go ahead and fill out the form above. We’ll have someone reach out to you via email from there.

Best,

Lance

[Lance_L]

Hey RG74,

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,

Lance