W5 Error

[Stpierredm]

Hello. I’ve had a Nest 3rd gen Learning Thermostat for about 4 months now and it’s been awesome! Today it started showing error code W5 it isn’t seeing my router or my mobile hotspot and I’ve tried all the troubleshooting steps repeatedly, restarted my router, entered the name and password manually still no joy. I need help.

*Note: Title edited for clarity*

[ArtVandeley · Accepted solution]

The only solution is to get a replacement. You need to contact Google Nest customer support, explain your thermostat has the error w5 and they send you a replacement pretty fast, that is all you can do. I called them last week and I already received mine that now works well.

[Ponypower65]

Having the same issue and have applied all the fixes with no success. Please set up a case for me as well. The battery also ran down and I had to charge it with the USB. That got it back to working but not on to the Wi-Fi. I have two other thermostats both of which are working fine.

[SVB]

I have this same issue. Getting error code/w5. I have reset twice and gone through all the troubleshooting on the Nest website. Can you help?

[Ponypower65]

I finally called the service #. It’s a known issue.  If the reset doesn’t fix the problem you have to replace it.  Mine is still under warranty so they put a hold on my credit card, send me the new one then release the hold when I return the defective one within the 3 weeks. I had to wait about 30 minutes to get a person then the whole process took another 40 minutes.  Good luck!

[SVB]

Thaks for the info. Not what i wanted to hear, but i appreciate your response. 

[MunnaB]

Thanks.  There is no ackowledgement of the holding deposit as the site went down after we put in the credit card number. We are not sure if they are sending a new one out or not.  They have blocked our calls?

[DragosC]

Hi there @Stpierredm.

Thanks for reaching out. Do you still need help with your W5 message? It's showing as solved.

Hi there @MunnaB

Thanks for reaching out. Could you provide me please with the case number. 

[LK1]

Unfortunately, I removed it and replaced it with a Honeywell after repeated tries at fixing it.  I couldn't be without heat in the middle of winter in Upstate NY.  You would expect a product that costs that much to last more than 2 years.  So disappointed as I truly did like it.

[DragosC]

I'm sorry to hear that @LK1. We'll take this as a feedback. 

[fleming49]

I have the same problem. What's the solution? Have spent 2 days trying to get this thing back online. It is NOT my router. Reset router, Nest multiple times and it still will not show any networks or connect when entered manually. Everything else on my network is working fine. 

[LarryC]

I also have Hello. a Nest 3rd gen Learning Thermostat for about 10 months now and it’s been awesome! Today it started showing error code W5 it isn’t seeing my router or my mobile hotspot and I’ve tried all the troubleshooting steps repeatedly, restarted my router, entered the name and password manually still no success.   I need help.

[Ponypower65]

You are still under warranty so call service & get your replacement.  It's a known issue that if the restart & troubleshooting steps don't work it's toast.  It takes about 45 minutes of your time to work your way through the replacement process but the new head they sent me found my WiFi in no time flat.

[AaronSL]

I have the same problem and went through all the recommended steps. What’s the solution?

[Rncwright]

I am having the same problem. I have tried all the troubleshooting steps and my Nest thermostat still will not identify my router. It was working fine for months and my upstairs NEST that is farther away from the wireless router works fine. 

[Ajj625]

I have the same problem,  why dont you just post the solution so we can all see it.

[ED_K]

I’m having similar wifi connection issues with thermostat e, but my device is out of warranty so Google won’t replace the defective device. Is there any hope for a replacement or is there a way to replace the wifi chip?  I’ve already reached out to customer support and they just tell me to buy a new thermostat.  I could not believe their suggestion…for me to buy a new thermostat because it’s only 3 years old?  The kicker part of all this is my 3 year old device is brand new since I didn’t need the thermostat until now…

[LK1]

That's why I threw mine away and bought a Honeywell programmable!  Love it!

[Tannergross]

Can I get a case too? lol same issues

[Andreajane96]

I have experienced the same bought new router and it still will not connect help please!

[Stpierredm]

The support team is actively monitoring this forum and has already begun processing my issue. I believe you'll hear from them shortly.

[Rascal103]

Thank you, i did

[JBraunschneider]

Try taking it off the wall and charge it for 15-20 minutes then put it back. It worked for me. 

[buckjw]

They will probably just send you a replacement.  I've had 3 Nests replaced and the same issue just keeps happening.  Their only response is to send a new one.  They won't offer a refund.  Terrible support and customer service.

[CDJ]

We have the same issue with a W5 message. Have tried all of the troubleshooting tips and nothing has worked. Anyone able to help please? 

[buckjw]

you can contact support here - https://support.google.com/googlenest/gethelp

But they'll probably just send you another one.  My 4th is on its way.

[Bamacd67]

I have the same issue. Worked no problem for 1 year and now keep getting error and I have tried all suggested solutions. Just received replacement and same error. 

[terry]

Same problem. Tried a restart and full reset but now even the available network options do not show.

It did connect once for literally a few seconds then failed again

Checked for any software updates and rebooted the whole system on a couple of occasions with no effect.

Does not effect manual control but we can't control heating or hot water through the app any more.

Other Nest devices around the property are working fine.

Any ideas how to resolve this?

[Rascal103]

Hi we went round and round in circles and getting nowhere and getting very frustrated and i remembered somebody told me once that if you dont get anywhere through the recommended channels post your complaint on twitter and the company respond very quickly. So i did that and low and behold within a couple of minutes they'd responded and were really helpful, went through loads of things and tested the thermostat remotely and they confirmed we had a faulty wifi chip and that they would send us a replacement. In the meantime i had been on to the plumber/heating engineer who supplied it when he installed our new boiler and he got a replacement from the company he purchssed it from so didnt need google nest company in the end but at least we knew what the fault was. I have since complained that they should be looking into why these faults keep happening and not just fobbing people off with a replacement. They have acknowledged my complaint. Good luck!

[r4g]

Hello, I am experiencing the same issue. I'm repeatedly getting error code w5 and I've tried all the troubleshooting steps but nothing works. Please help. Thank you in advance.

[Bamacd67]

I have had a replacement Nest sent to me, but same W5 error persisted once I followed all of the Community fix tips (was given a UPS return code but NEST still charged me claiming I never sent package back, which is another mess to deal with).  I had a NEST PRO come and install a C-Wire so my battery would stay charged, and still same W5 error.  NEST PRO says my system is compatible and fact my NEST worked for a year before this error started occurring, with zero changes to my home systems, means this is a NEST bug. Especially with how many times i see problem when I google this. 

[davidwave1982]

I have the same problem of wifi error w5 along with battery starts to drain fast and can't be charged even my AC is running. Nest eventually shut down and I have to recharge with USB-C. I just bought this nest E in September and it runs well for about 3 weeks. I tried every possible tips shown in this site, and none is working.  I can't believe this is made by Google ?

[buckjw]

My recommendation is to contact Nest support here - https://support.google.com/googlenest/gethelp

I've used the chat feature.  Explain your issue and that you've done all of the recommended steps and they'll send you a replacement.  I can't guarantee that you won't have the same issue down the line - I'm on my 4th Nest now - all the same issue.

[ashli]

That worked! Thank you!

[Rajuthota]

I am also having w6 error , have tried above support page many times but no response on any of the options. Any otherway to reach support team

[Ambrielle]

Good luck. I still havent heard from  anyone. 

[missy445]

I have the same problem with one of my Nest Thermostats.  Ran through all the troubleshooting multiple times and even made sure there was nothing interfering with the Wifi signal.    No other devices in our home are having connectivity issues 🙄

[b85uk]

Typically I'm another user having this issue. Done a factory reset etc. Can I have a support case raised please.

[buckjw]

You have to contact Nest support (see the link I posted above).  They aren't actively monitoring these forums.

[missy445]

I successfully contacted google at 1-855469-6378.  I wasn't on hold very long at all.  I knew my thermostat was well out of warranty but expressed that I was familiar with the widespread wifi issues these devices were having.  The agreed to a replacement and sent me a link to order a new one.   There are two options for receiving a new device.  I have done this before so I know it is legit:

1.)  Ship your faulty device back and wait for the replacement to arrive (I wasn't able to do that since it is cold here)

2.) Order the replacement via the link they send you.  After you install the replacement and they have received the faulty device, they will refund you the cost.

Hope this helps.

[AdeHJ]

Can I get a case please my thermostat won’t work and the kids are cold.. no Wi-Fi and now unit keeps turning off.. 😡

[Nhuff89]

You should contact Google, and not just this forum. That's what I have to do. I called them and then within 24 hours the ball was rolling.