Nest generation 3 thermostat cannot join network

[Iserdad]

My 3rd gen thermostat has been working well, but a few months ago the network stopped connecting. I have followed all of the troubleshooting steps, resetting and restarting. All of the other thermostats and smoke detectors work and connect ok. The WI-FI is strong and works well. I am at the point where it must be the Wi-Fi chip in the thermostat. It is in a new house just over two years old. Please help me get a new thermostat.

Iserdad

[Markjosephp]

Hi Iserdad,

I appreciate you seeking answers here in the Google Nest Community Forum. Thanks for taking all the possible steps to reconnect your Nest Thermostat to the Wi-Fi network. I'd be glad to check on your warranty options.

First off, could you tell us if your thermostat is finding an available Wi-Fi network but won't connect or cannot detect any networks? Also, it would be great if you could specify if it shows any message codes in its settings. This might help us determine if it encounters power issues or connection problems.

I'll look forward to your response.

Regards,
Mark

[Iserdad]

Hi Mark,

The thermostat cannot determine any networks and has a W5 error code. This is unfortunate because it also does not pick up my thermostat when I try the warranty replacement. I had a phone number, but it is out of service. 

Iserdad

[zoeuvre]

Hi folks,

@Iserdad, thanks for letting us know. Have you already reached out for our support? If so, do you have the case ID from your conversation with support? If you can provide that here, I'll look it up and see how I can continue to help.

I appreciate your help, Mark. 

Best,

Zoe 

[Iserdad]

I was not able to make a warranty claim since the thermostat is no longer in my Nest app.

How do I proceed?

iserdad

[zoeuvre]

Hi Iserdad, 

Gotcha. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done? 

Thanks,

Zoe 

[zoeuvre]

Hi there, 

We've received your form; thanks for filling it out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

Regards,

Zoe