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Unable to connect to network then complete fail

AdamBoas
Community Member

I have a nest thermostat that started with giving me the w5 network error message. At this point I couldn't control it  from anywhere remotely but at least the heater was still working. After a while it started powering off and coming back and now it won't even restart. I am without a heater and really need to fix it.

I can't believe how poor google customer service is. I have been trying for weeks to get a support call via chat or telephone but the chat queue is never working or just stuck and when I request a callback it always fails and tells me to request another one. 

How can I get support for this?

4 REPLIES 4

Markjosephp
Community Specialist
Community Specialist

Hello AdamBoas,

I'm sorry to hear that you're having issues with your Nest Thermostat. We'd be happy to take a look at this for you.

Could you please fill out this form with the needed information? A member of our internal team will be in touch over email to help.

Regards,
Mark

AdamBoas
Community Member

I have filled out your form but still no communication from google. My device is under warranty (according to the warranty checker) but I cannot get any support from google. Chat never works, requesting call backs never works. How do I get warranty support in Australia?!

Markjosephp
Community Specialist
Community Specialist

Hi AdamBoas,

 

We know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team — I'll get back to you as soon as I have something to share. 
 

Regards,

Mark

Hey AdamBoas,


Thank you for your patience with us. It looks like you've already been in touch with our higher tier of support via email. So I'll go ahead and lock the thread in 24 hours. If you have any other concerns or questions, please feel free to create a new thread.

 

Best regards,

Mark