Nest learning Thermostat W5 error. Tried all the suggested troubleshootings

[stinglee]

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.

[MelbaDT]

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

[stinglee]

Hi Melba,

I couldn’t find the exactly dates that I purchased, but it might be around 2020 from Costco, and I am living in California USA.

Here is the picture form the thermalstate screen.

 

[MelbaDT]

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

[stinglee]

Hi Melba,

I have sent the form.

Thanks,

Sting

[Nja31]

I am having the exact same issues and hAve restart both router and nest app

[MelbaDT]

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

[MelbaDT]

Hey Nja31, 

Checking back in — how's your thermostat now? Still need our help with it?

Best, 

Melba

[MelbaDT]

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

[stinglee]

Hi Melba,

I did not get any update from google higher level yet.

Can you please  help to follow it up?

Thanks,

Stinglee

[MelbaDT]

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

[stinglee]

Thanks Melba, I got the email and talked to the customer service.

[MelbaDT]

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

[MelbaDT]

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