Nest thermostat will not connect to Wi-Fi

[windy123]

We have a 3rd Generation Learning Thermostat. It was professionally installed several years ago and was working fine. For the past 6 months or so, it has been showing a W5 error message "Cannot connect to Wi-Fi". Our wi-fi provider, router and password are unchanged. Resetting the router has not worked. The thermostat cannot fin our network. Entering all the information manually has not worked. Now the thermostat has started not connecting at all (i.e. not showing any information, not responding, and turning off heating in the house). We have to remove the thermostat and replace it back on the wall several times before it will connect again and put the heating back on. We obviously can't keep it like this ... we need the furnace on! 

[Markjosephp]

Hello windy123,

I'm sorry to hear that you're having issues with your thermostat that won't connect to your Wi-Fi network, and I appreciate all the steps you've taken. Let's sort this out.

Please give these steps a whirl and let us know how it goes:

1. Tap and hold your thermostat screen for 10 seconds until it shuts down to refresh.
2. Once rebooted. Go to network settings and see if the W5 is still showing.

Thanks,

Mark

[windy123]

Did as suggested. The W5 error still shows up. Tried entering wifi info again and still no go. Any more suggestions?

[Markjosephp]

Hi there,

Uh oh! I'm sorry to hear the issue still persists, @windy123. We'd be happy to take a look into this for you.

Please fill out this form with the needed information and let me know once you're done.

Thanks,

Mark

[windy123]

Form completed & submitted just now.

[Markjosephp]

Hi windy123,

I appreciate your effort in submitting the form. Unfortunately, we still haven't received it. Could you please send us another form using the same email address as your community profile?

I'll look forward to your response.

Thanks,

Mark

[windy123]

Okay, just resubmitted.

[Markjosephp]

Hello there,

Thank you for your patience with us, @windy123. Your issue has been escalated to our upper support team. Be on the lookout for an email from us in your inbox soon. Also, please continue the conversation there, as this thread will be locked within 24 hours.

Thanks,

Mark