05-26-2022 10:05 AM
My nest learning thermostat reports "w5 error" and cannot connect to WiFi.
It does not detect the WiFi, but all my other devices are connecting to WiFi well.
Have tried all suggestions to restart and reset ( including reset network only or reset all settings) both the router and the Thermostat.... Still doesn't connect to WiFi.
Please help.
05-26-2022 11:33 PM
Hey stinglee,
Sorry to hear about what's going on with your thermostat but thanks for trying those steps already. I want to take a closer look at it.
When and where was this bought? What country are you in? Also, could you provide a photo of your Nest Learning Thermostat's display showing the code you're getting?
Best,
Melba
05-27-2022 10:23 AM
05-27-2022 07:11 PM
Hey there,
Got this — thanks for the photo and for these added details. Please fill out this form so I could check on it further: https://bit.ly/31vCfcQ
Let me know once done.
Best,
Melba
05-27-2022 07:46 PM
Hi Melba,
I have sent the form.
Thanks,
Sting
05-29-2022 11:58 AM
I am having the exact same issues and hAve restart both router and nest app
06-01-2022 11:50 PM - edited 06-06-2022 09:59 PM
Hey folks,
stinglee, sorry for the delay but I've got your form and I had it escalated over to our higher level of support. Please keep your lines open as someone will reach out to you for updates.
Nja31, sorry to hear that you're experiencing the same code. Could you let me know when and where was your device bought and what country are you in?
Best,
Melba
06-06-2022 09:59 PM
Hey Nja31,
Checking back in — how's your thermostat now? Still need our help with it?
Best,
Melba
06-07-2022 11:21 PM
Hi,
We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.
Best,
Melba
06-07-2022 11:58 PM
Hi Melba,
I did not get any update from google higher level yet.
Can you please help to follow it up?
Thanks,
Stinglee
06-08-2022 05:43 PM
Hey Stinglee,
Our team sent you an email. Please reply back with the information they need as soon as you're able to.
Best,
Melba
06-09-2022 07:33 AM
Thanks Melba, I got the email and talked to the customer service.
06-09-2022 07:00 PM
Hey there,
Awesome — glad to hear that. I also found out that a replacement has been already processed for you. Feel free to reply back to the case id should you have more questions about it.
Cheers,
Melba
06-13-2022 07:51 PM
Hey folks,
Since it's a while since this thread was last updated, we'll be locking it if we won't hear back from you again within a day. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.
Best,
Melba