Nest thermostat W5 error

[Logger]

My 3rd generation Nest learning thermostat has worked for over a year with no problems. But a few days ago it started showing W5 error code, it can't see my router and I repeatedly tried all the troubleshooting steps, restarted my router, entered username and password manually, factory reset the thermostat, but without success. Please help. Thank you.

[David_K]

This is a known issue. To provide the best support with this, I've shared this with the Google Nest community team, who can check on possible options and next steps.

[MelbaDT]

Hey folks, 

Thanks for answering @David_K. 

@Logger, sorry to hear about what's going on with your Nest thermostat. I appreciate that you've already went through these troubleshooting steps, too. Could you provide a photo of your thermostat's display showing the w5 code? Also, where and when was this bought as well as what country are you in?

Best, 

Melba

[MelbaDT]

Hey there, 

I'm checking back in ― let me know if you still need help with your Nest thermostat. 

Cheers, 

Melba

[Logger]

Hey Melba

Thank you for your answer.

Yes, the problem still exists. And I need help.
I took a photo of the display with W5 error. https://drive.google.com/drive/u/0/?usp=sheets_web&fd=true 

The thermostat was bought last winter on the Internet.
I am in Norway now.

I hope you can help solve the problem)

Regards

[Logger]

Up

[Logger]

Hi @MelbaDT 

Can you help me?

[MelbaDT]

Hey Logger, 

Sorry about the delay. I honestly overlooked it as I was working on other threads. I'll have our team in Europe look into this for you. 

Best, 

Melba

[Logger]

Hey @MelbaDT 

Thanks, this is really good news.

I'm impatiently waiting.

Good luck

[Logger]

The problem with the thermostat has not been solved.
I'm disappointed in Google support😠