cancel
Showing results for 
Search instead for 
Did you mean: 

Re: Nest Learning 3rd Gen Wifi Issue

jjjunit
Community Member

So I moved into my place last November and there was already a Nest 3rd Gen Learning Thermostat in our new place. It has worked fine up until last week, no known low power issues. Now it keeps saying can't connect to WiFi and also says that battery is low. Does the battery drain while the thermostat keeps trying to reconnect? Unfortunately when I am away I can't tell it to stop trying to connect. The weather has been cooler so the air isn't running as constantly as it was which in combination with wifi trying to repeatedly connect I could see it saying this. I saw on the forums Google had replaced Nest units due to this W5 error, would I be elgible? As I mentioned this thermostat was here when I moved in last year. If anyone can offer me any helpful information that would be great. 

11 REPLIES 11

davidking
Gold Product Expert
Gold Product Expert

Hi jjjunit,

If your thermostat’s battery level is low, it will disconnect from Wi-Fi. This is to conserve power so it can continue controlling your system. If your thermostat repeatedly loses battery charge, it may require a C wire or the Nest Power Connector. For more information on how to check if that may be the case, see the "6. Check the Nest thermostat's battery levels" section of this help centre article.

Is your thermostat also displaying the W5 error? 

Yes and the power had not been an issue but if I am not mistaken if Wifi disconnects and the system trys to keep connecting it could cause some battery drain. The W5 error is happening and the Nest won't find any networks. I have done the troubleshooting I have restarted also reset my router as well though we haven't had any issues with connectivity to wifi with other devices. I have seen articles that this was an issue going back to 2019 on some devices. I am not sure where I fit in here, like I mentioned I just moved here last year and the Nest was here. No issues until this W5 error starting showing up and we haven't modified any wiring in our house so I really wouldn't think power would be issue now but the W5 seems to be the bigger issue. 

jjjunit
Community Member

just to clarify my Nest isn't seeming to have any power issue it appears maybe when I wasn't home with the AC running less it kept trying to connect to Wifi and drained the battery because system wasn't running to charge the battery. However the W5 issue is not going away and the troubleshooting for the W5 error is not doing anything to rectify this issue. 

GarrettDS
Community Specialist
Community Specialist

Hey there jjjunit, 

I'm so sorry for the late response, but I wanted to hop in here to see how we could get you taken care of. 

 

Thank you for letting us know about the w5 issue, I know it can be frustrating with these error messages but I want to help where we can. I'm going to send this information over to the team that can help you and you should receive an email from us. 

Thank you for your patience on this. 

Best regards, 
Garrett DS

ai
Community Specialist
Community Specialist

Hi there Koyo, 
Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 2-2002000032018.
Kindly,
Ai

jjjunit
Community Member

Okay I posted before got a response and then answered the google experts question but did not respond. I have been getting a W5 error and my nest will not connect to Wifi. I have done all the troubleshooting that was available to me. At the same time it seemed like it kept telling me the battery was low and looked like there could be a power issue too. Since then it warmed up out here so my AC has been on nonstop and the battery is charged. So it appears I am only left with a W5 issue that does not seem to be going away. The whole point to the nest is the WIFI connectivity and being able to control it from anywhere but this is not working. 

CarsonB
Community Member

Same here. It seems there was a software update yesterday and that seems to have caused the wifi issue. Others have to be having this same issue. 

Sabs
Community Member

Yes same here. I’ve gone through all of the troubleshooting and spent an hour chatting with nest support. They told me that there is nothing they can do. 

ai
Community Specialist
Community Specialist

Hello , and 

Koyo
Community Member

It seems that it is happening to many people. Mine as well. No troubleshoot works, and tech support doesn’t do anything.

MustangPete
Community Member

Good Evening, I am having a similar issue with my 3rd Gen. It is telling me that the battery is low and that there is no Wi-Fi connectivity. Please help!