Nest thermostat cannot connect to the Wi-Fi - again and still unsolved

[WRasco]

I am posting this again as I have not received any follow up email to my original post on which “reply” is turned off.

I did receive the following feedback on this forum but have yet to see an email. 
(I did get this response via email as well so I know email works)

Bellow is a copy for my original post,

My first Nest learning thermostat stopped working after 18 months. Google replace it free of charge but the replacement only lasted about 1 month and once again the Nest Thermostat will not connect to Wi-Fi.  While they worked, it worked great but these Wi-Fi failures are getting painful to deal with. 

I now need to re-start a conversation here to see if my case can be escalated once more.

Here's what I currently have and have done:

Gen 3 Nest, in the US

Software Version 6.2-27

Model Display - 3.4

Base Software version 1.5.38 / 3.1

Backplate -5.4

Equipment: W1/Y1/G/C/Rh

Battery 3.892v

Voc 35.51 v

Vin 35.51 v

lin 200 mA (c)

Once again the Network: not connected. Error messages, nest.com/W5

Also cannot be found when entering manually. All other devices I connect to our home network (Google Mesh AC1200) immediately locate wi-fi and connect  after entering the password and reconnect after reboot.

While the TStat should be getting a charge while on the wall, I have pulled it and charged the battery using a usb cable. No change in behavior.

Reset: I've performed this step in multiple ways -

1. Reset, remove from base for 5 minutes, return to base and reset.
2. Hit it WPS key on wifi and reset Nest.
3. Reset wifi and reset Nest.
4. add Google Mesh network and Reset Nest...

All attempts have same result - no networks found.

Error messages, nest.com/W5

Please advise on next steps - 2.0
WR

[zoeuvre]

Hi WRasco, 

Yikes! Sorry to hear that your thermostat still won't connect to your internet and is now showing the W5 code. Since you've been reached out to by our support team via email before, I followed up on your case with them, so they can send you another email to discuss more on this. Please check your email from time to time as they may reach out to you anytime soon. Once they receive your email reply, they can continue to discuss your options. 

Best,

Zoe 

[WRasco]

I have not seen a reply fro anyone but you.

WR

[Markjosephp]

Hello everyone,

I'm barging in to make sure everything is covered here.

Thanks for looking into this, Zoe.

@WRasco, we know that this has taken some time. Rest assured, we're not leaving you hanging. I checked the form you submitted to us way back on September 12, and our senior support sent you an email update on the 14th of the same month. He also made a follow-up on the same email on the 14th of this month, but we haven't received a response from you. If you wouldn't mind checking your spam or junk folder for the email from us and replying once you see it, I can notify the team to look out for it.

Regards,
Mark

[WRasco]

@Marjosephp, thanks for getting back to me on this. It had been very frustrating getting this addressed the second time round.

I have been watching for emails or notification on this and not received any.  I have checked my Junk and Spam folders and obviously your reply cam through fine.

Please let me know how we can address this Nest Thermostat issue.

I will be traveling the next week so my replies may be slow and because I travel I would like this working.

WRasco.

[Markjosephp]

Hi WRasco,

Oh no! I appreciate you checking our email. I understand that you will need your thermostat to monitor and control the temperature at home when you're away. For your benefit, if you wouldn't mind filling out this form again, I can relay this to our senior support for the process.

Let me know once you're done.

Regards,
Mark

[Markjosephp · Accepted solution]

Hello WRasco,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best regards,

Mark

[WRasco]

Sorry i am traveling, will try and get to this today.

[WRasco]

Mark, i have filled out and submitted the form once again.

 Let me know if is not received.

WR

[zoeuvre]

Hi there WRasco, 

Thanks for the update. We got the form you've submitted — thanks for filling that 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.
 

Kind regards,

Zoe 

[WRasco]

Can i get an update? I am still waiting to hear from a tech person via email. I have checked spam and junk mail…

[zoeuvre]

Hello all, 

@Suziebling, uh-oh! We're sorry for the trouble. Are you located in North America or Europe? What type of Nest Thermostat do you have? Please restart your thermostat display, then check again if the W5 code still appears on the thermostat's Settings > Network.

@WRasco, our team is still in the process of working on your case. We'll loop back in with you once we have an update.

Best,

Zoe 

[Suziebling]

Hi sorry for asking on your reply to another person but I’m having the same trouble my nest thermostat continues to show the w5 message I’ve tried entering my Wi-Fi details a number of times but it still won’t connect can you tell me if this is something that happens all the time ? Did I waste my money buying this thermostat? 🤦🏻

[WRasco]

That is a good question. The original one i purchased did the same thing and Google replaced it at around 6 months. The replacement has been installed for 4 months and is now throwing the same error. Google has yet to address this new problem. I have had a difficult time getting them to respond to the replacement problem.

[WRasco]

My issue was fixed. Again.

Google/ Nest provided provided a replacement thermostat that installed and paired correctly.

Thanks all.

[zoeuvre]

Hello there WRasco, 

Awesome! I'm glad that you were already granted a replacement. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

All the best,

Zoe