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Nest is offline

Community Member

My nest won't connect to the wi-fi. This issue is beeing going on since I bought this product.

It gives me the message error w5 and I can't even speak to anyone from google. Is there a phone number I can call?



Platinum Product Expert
Platinum Product Expert

If you've already tried restarting the thermostat, you can contact Nest support by following these steps:

  1. Go to Contact Us - Google Nest Help
  2. Select an appropriate product or category, type a brief description of the issue, then click Next.
  3. Click Other, then click Next step.
  4. In the Resources section, click Next step.
  5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

When you speak to an agent, make sure to have your thermostat's serial number ready, mention you're seeing the W5 error, and that you've already tried restarting the thermostat.