Thermostat error code W5

[Sophian]

• Hi I have been having troubles connecting my thermostat(Nest gen 3) to my wifi. The error code that is popping up is the W5 code. I have tried everything that was suggested by the app but to no avail. It really is frustrating when you can't even call to talk to a person. Anyone had the same issue? How did you fix it? Thank you in advance.

[Jenelyn_O]

Hi Sophian,

Thanks for reaching out. I appreciate you for being a step ahead of us. I'm sorry if the issue persists. We'd like to see an option. Please fill out this form and let me know once you're done.

Best,

Jenelyn

[Sophian]

Hi Jenelyn,

I have filled and submitted the form.

Thank you very much! I hope there is a solution for this.

[Jenelyn_O]

Hi there,

No worries, I'm happy to help. I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Thanks,

Jenelyn

[Sophian]

Hi Jenelyn,

I have been keeping and eye out but have not received any messages or email as of yet. The cold season is here and I am relying on the thermostat to work before it gets too cold.

Thank you

Sophia

[Sophian]

Hi Jenelyn,

I am still waiting for a response on this matter. I have not received anything after filling out the form. Could you please look into this?

Thanks

Sophia

[Jenelyn_O]

Hi everyone,

I'm sorry that it's taking too long. We know how precious your time is. Our support team will get in touch with you, as soon as they can. Please bear with us, as the wait might be longer than usual. 

Kind regards,

Jenelyn

[Sophian]

Hi Jenelyn,

Any update on when an agent would be in touch? We had a snowfall already and a faulty thermostat is dangerous. 

Thank you

Sophia

[Markjosephp]

Hello everyone,

Thanks for looking into this, Jenelyn.

@Sophian, we know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve urgently made a follow-up with our team; I'll get back to you as soon as I hear a word from them. In the meantime, you can still use your thermostat manually, even without the Wi-Fi connection, while waiting for the next process.

Best regards,
Mark

[Pellow]

i must say this is pretty embarrassing as Google is meant to be reliable. I am concerned as this has been going back and forth for way too long now surely you have a timeframe ?

[Sophian]

Hello Mark,

I have been using my thermostat manually, but it doesn't keep the current temperature at the set temperature. Hence, I said what I said. My temperature is set at 22 for the whole day, and when I check on it, it is at 18 or 19. It only activates when I touch it and then starts heating up.

It has also been a week since your response, and I have not heard anything since. This has now gone past being professional. It should never take this long to solve an issue regarding a faulty thermostat.

[Markjosephp]

Hi there,

We hear you, Sophian. I understand that this is taking longer than expected to get resolved. I want to thank you for your patience while we work this matter out. I'll make sure to be in constant communication with the team to make sure your cases are being handled.

In the meantime, disable the auto-schedule and clear all temperature schedules that have been created so they'll only follow your desired temperature. I'll keep an eye on your forms and let you know the progress.

Regards,

Mark

[Markjosephp]

Hello again,

We're sorry if it took awhile, and we appreciate your patience with us. Let me know if you need anything from me, as I see that our team sent you an email update. So please continue the conversation there to complete the process. Also, for any future questions or concerns, don't hesitate to give us a shout and start a new thread—we're here to help!

Regards,
Mark

[Sophian]

Hello Mark,

I have replied to the email that a rep contacted me from and I have still NOT heard anything back. What on earth is happening with your customer service team? This is beyond ridiculous! I reached out to your team in OCTOBER!!! IT IS ALMOST DECEMBER! PLEASE GET IN TOUCH! THIS IS RIDICULOUS!

[Markjosephp]

Hello agian,

Sorry if you feel that way—we're trying to be as responsive as we can. I let the team know you replied back to the email with the needed details so we could proceed with the next process. I'll leave this thread open to make sure you get assistance.

Thanks,
Mark

[Markjosephp]

Hi Sophian,

Let me know if you need anything from me. I am seeing how the conversation went successfully. It looks like we have come to a solution, so feel free to start a new thread for any future inquiries.

Warm regards,
Mark

[Pellow]

I have the same issue and no one to talk to. I have tried everything they tell you to do. It is soul destroying. I was told not to buy a nest and get a different one and did t listen. Only used it one winter and now this has happened 

[Jenelyn_O]

Hi Pellow,

I received your form from the thread you created. Please continue the conversation there for better assistance. 

Regards,

Jenelyn

[Pellow]

Good evening 

can I ask when someone will call to assist with this in going issue 

[Pellow]

Again I ask when will someone be in touch about my issue regarding the thermostat issue. Seems an issue to a few people from what I can see. Is this a fault with the device ? 

[Markjosephp]

Hello Pellow,

I understand that you may be frustrated with the lack of communication, and I sincerely apologize for any inconvenience this may have caused.

I will exert every effort to ensure that your request is processed in a timely and effective manner, as we are dedicated to giving you the finest service possible. Don't forget to check your spam/junk folder from time to time for any updates.

Best regards,
Mark