W5 Error Message - Tried everything to no avail

[jesussardinas]

Hello Community!

I've had my Nest working for about 2 months or so with no issues.  Suddenly I received the dreaded W5 error message.  I have tried every troubleshooting step recommended by this community to no avail.  This includes restarting the thermostat, restarting my router, going back to factory settings on my thermostat, etc.  Some have said this is a known error and Google is replacing thermostats with this issue because it's a hardware problem.  I cannot find a link anywhere to contact Google for a possible replacement.  Does anyone know the link or can anyone provide some guidance on how to get this problem resolved?

Thanks in advance!!

[David_K · Accepted solution]

It sounds like you already have done this but first try these steps:

Troubleshoot a Nest thermostat w5 code - Google Nest Help

If the issue persists after trying those steps, contact the Google Nest support team directly.

1. Go to Contact Us - Google Nest Help
2. Select an appropriate product or category, type a brief description of the issue, then click Next.
3. Click Other, then click Next step.
4. In the Resources section, click Next step.
5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

As it mentions in the article, the best thing to do is have your thermostat’s serial number ready to give to the support agent before you call. To find your thermostat’s serial number, pull the display off the base and flip it over. The serial number is above the QR code on the back of the display. Be sure to mention to the agent you've already tried restarting the thermostat.