W2 error code and won’t connect to internet

[David_K]

A W2 error code means your Wi-Fi router may have security settings enabled that prevent your Nest thermostat from connecting. What kind of Wi-Fi network are you using? Is it a shared one, or does it require a login at all?

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[Ray01uk1]

I bought it in lock down last year only set it up 2 weeks ago was working fine till yesterday then the W2 error we are using Vodafone broadband and thanks for replying 

[David_K]

So your thermostat was successfully setup but is now showing the W2 error? Have you recently changed your router, changed router settings or updated its software?

[Ray01uk1]

Nothing has change what do ever went to work one day come home and been trying for days to reconnect it with W2 code coming up all the time even reset the hive still the same thing 

[David_K]

Here's what I would suggest as next steps:

1. Go to https://widgets.nest.com/nest-thermostat-troubleshooter/
2. Click the first option, "Help message"
3. Click Let's get started
4. Click your model of thermostat and the model/version (as applicable)
5. Click W
6. Type the number 2 and click Continue
7. Follow the steps on screen

[Pchaplin311]

login in

[tony12624120]

This is a well known error which Google doesn't want to recognise (possibly WiFI hardware issue). They will advise you to buy a new thermostat and won't offer a replacement. The thermostat will connect the first time to the network but after a few hours or days it will loose the WiFi connection and won't reconnect automatically. Every manual attempt to reconnect will fail until you go to Settings => Restart. Only then the WiFi connection will be restored. After a few hours the same story begins (w2 error). When you have WiFi connection and you go to Settings => Equipment Info => Network you will see the ping and signal strength value. Google says the last one should be 70+ but even with the thermostat next to the router it won't exceed 66 to 68 in my case. And the thermostat is just 5 years old.

So my lesson is: go for other brand when buying the thermostat the next time.

[tony12624120]

Follow up: Finally I fixed the issue by assigning a static IP address to the thermostat in my router.

Well, first I replaced the router to have a WiFi signal strength of 72 in the thermostat and still without positive results. I have spent about 10 hours in 4 long Google support sessions trying all their advices and online troubleshooting procedure without any positive results. My opinion is that those are mostly incompetent people with average product knowledge and will never tell you more than you can find yourself on the internet.

Eventually I found a thread suggesting a static IP address, I tried that and it worked.

My Google Nest Learning Thermostat Gen2 was disconnecting from WiFI every few hours a few times a day and each time a restart was needed.  Now it's been about a  week and my thermostat didn't disconnect even once so I assume the issue has been fixed !

[Ray01uk1]

I got someone around who new about internet stuff he did what you said and it worked it’s now connected to internet (thank you ) the only problem now is it won’t connect to the heat link  😞 

[tony12624120]

Try resetting the Heat Link by long pressing the button, the LED color should change to green when there is a connection. Make sure the Heat-Link is connected properly to the heat source (wiring, voltage) and make sure the distance to thermostat is not bigger then 30m. Heat Link communicate always wirelessly with the Thermostat even if they are connected by the wire. Also verify the thermostat is connected to the Heat Link in Settings => Equipment => Heat Link and Settings => Technical Info => Heat Link. Finally make sure your Heat Link is OK. It is a known problem that Heat Link gets damaged. If you don't have any multimeter at the hand then the only option is to borrow (or buy) another Heat Link to test it. Sometimes different system parts (thermostat or heat link) are offered separately on the 2nd hand online auctions.

[Rossi6998]

Just got off the phone with technical support.  Had the "W2" error.  Thermostat had been connected to my internet for the past several months with no issues.  I have two NEST thermostats in my house and the second one is working fine.  Went through a series of tests over the phone without any success.  They are shipping me a replacement.

[tony12624120]

After replacing the WiFi router I have again issues. It is almost certain due to the new router which operates on both bands 2.4 GHz and 5GHz. So it could be related to the WiFi band switching or other WiFi router settings. Setting the router to operate only on the 2.4GHz didn't help so it is probably due to some other router settings...