11-05-2021 08:06 AM
Hi,
Last week I got a w5 error. My last unit had the same exact issue, nest replace that unit.
I contacted nest, and they told me that my unit would be replaced and that I would be contacted within 24-48 hours for the next steps.
5 days have pasted without any communication. My case ID is 6-2321000032111
Last time they were every prompt so don't know what's up with that. Last time I tried to contact nest, it took me a couple of days to get through the normal support channel. So I'm now trying the community might be faster.
11-05-2021 12:42 PM
Youre still in warranty period ? And had same issue twice ?
11-05-2021 01:14 PM
I'm currently out of warranty however the support engineer told me that they would replace the unit for free. I guess because this is a production fault of nest.
11-05-2021 01:17 PM
Wow youre lucky . What is the actual issue ? Whats a w5 code ? Ive been fobbed off with out of warranty yet ive not done anything different, live alone, no one else is fiddling about with it , and reading all the posts there is a fault with connectivity .
11-05-2021 01:19 PM
You mind me asking how youre getting a replacement when out of warranty ? Ive looked up the w5 code and its connectivity issues, same as i have but without the code . How do they choose who gets replacements out of warranty and who doesnt ?
11-05-2021 01:40 PM
When you get a w5 error and factory resetting doesn't help that indicates that the wifi chip is broken.
This issue was all over the media have a look :
https://www.engadget.com/google-replace-nest-w5-wifi-error-070131820.html
11-05-2021 01:58 PM
Ok wow ! I only had an error code the once initially then never again.