W5 Error - can’t find WiFi Network

[Dazzer68]

Hi my Nest 3rd Gen thermostat has gone offline with a W5 error. It lost connection during the night and I can’t get it to connect at all, despite following all of the troubleshooting instructions. I have finally done a factory reset but it can’t find any WiFi network despite all other devices being connected. There is no issue with WiFi or broadband.

[PA32Pilot]

This happened to me. Brand new thermostat (2 months old) on a brand new setup in a brand new house. Woke up this morning and it won't connect to WiFi. Have tried all the steps leading up to a full factory reset. Before I do that, I am curious if I need to write down the configuration so I can enter that back into the system when it resets. When you reset yours to factory default, did you have to do any setup to make sure your HVAC system worked correctly? It IS winter afterall.

[Dazzer68]

Hi

The factory reset failed to resolve the issue and therefore I had to contact customer support who have arranged a replacement device. If you do reset you will need to make a note of your personal settings, as they are all wiped.

[Markjosephp]

Hello folks.

I'm sorry for the trouble this may have caused everyone, and I appreciate all the steps taken. We'd be happy to take a look into this.

Could you please fill out this form and let me know once you're done? A member of our support team will be in touch over email to help.

Thanks,

Mark

[aatienza]

Hey there,

It's us again. Were you able to fill out the form?

I appreciate the help, Mark.

Thanks,

Archie

[PA32Pilot]

Thanks @aatienza, I just now completed the form. I needed to through the process of doing a FULL factory reset before I went any further, just tried that with no success.

[aatienza]

Hey PA32Pilot,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

Thanks,

Archie

[PA32Pilot]

Thank you @aatienza - appreciate your escalation.

[Markjosephp]

Hello there,

Thanks for assisting, Archie.

We're glad to help, @PA32Pilot. Could you please check your email? Our team sent you an update on the next step. Also, continue the conversation there, as we'll be closing this thread in 24 hours.

Regards,

Mark

[PA32Pilot]

Not seeing anything in my email on this @Markjosephp . Last message I have in my mailbox is Feb 27th. Text of that message is: 

Hey PA32Pilot,   We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.   Thanks, Archie

Can you ask whoever sent that message to double-check the address? 

Spencer Hamons

[PA32Pilot]

Hey there @Markjosephp...disregard the chat below. That message went to my Gmail Spam folder for some reason. Found it and will respond.

[Jenelyn_O]

Hi there,

Chiming in — thanks for updating us. I'm glad to hear that you have the email already. Please continue the conversation there as I'll be locking this thread now. 

I appreciate your help, Mark, and Archie.

Best,

Jenelyn

[PA32Pilot]

Dazzer68 - thanks for the details. Exact same problem. I did the full factory reset but it appears my WiFi on my device is broken. I have two other Nest Learning Thermostats that are working fine. I even went as far as to connect my Fiber to Ethernet converter to my router with a really long Cat7 cable so that the router is within a few feet of the thermostat, and still get nothing.