Thermostat Wi-Fi connection problem

[KKerwin3]

Months ago I started having the /w5 connection error and I cannot access it from my phone anymore. I’ve tried resetting and restarting the thermostat to no avail. The software on it is the 6.1.1-21 updated Aug. 31 so maybe the software update being so old is also a problem?

It also says the Model:  Display-3.6

i have no other Wi-Fi connection issues in the house with our tvs or with our multiple nest cameras. 

Any help would be appreciated. 

[MelbaDT]

Hey KKerwin3, 

Sorry to hear about your thermostat but thanks for reaching out. I also appreciate that you've taken the time to try those steps already.

Which specific Nest thermostat is this? If you're unsure, please check this out: https://bit.ly/3noGw7F Also, where was it bought and what country are you in?

Best, 

Melba

[KKerwin3]

This is a Nest 3rd gen learning thermostat purchased in the U.S. where I live. 

[MelbaDT]

Hey there, 

Got it — thanks for these added details. 

Could you fill out this form will all the needed information: https://bit.ly/31vCfcQ

Let us know once you are done. 

Best, 

Melba

[KKerwin3]

I already filled all of that information out. It’s how I ended up here at this forum. 
Thanks

[MelbaDT]

Hey there, 

Sorry for the delay. Also, I'm afraid I am not able to find the form you've submitted. Could you try filling it out again with all the required information? 

Best, 

Melba

[Jeran]

Hiya KKerwin3,

Did you have a chance to fill out the form that Melba provided? Or, did you have any questions or concerns we can address?

Best regards,
Jeran

[KKerwin3]

Ok. I resubmitted that I’m having issues connect Nest thermostat to Wi-Fi. Thanks for any help. 

[Jeran]

Hey there KKerwin3,

Awesome, thank you for doing that! A Chromecast agent should be reaching out to you via email soon, so feel free to continue the conversation over there. Unless you have any more questions for us on the forums, I'll go ahead and lock this thread in 24 hours.

Best regards,

Jeran