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.

[Rascal103]

Hello we have the same problem and have got nowhere. We'd be interested to hear how you resolve your same issue?

[User_T]

I also have this issue, none of the trouble shooting tips work, very frustrating.

[ai]

Hi Stpierredm and Rascal103,

Thank you for your patience with us! We've created a case for both of you. Your issuehas been escalated to our upper support team. Be on the lookout for an email from us in your inbox soon! 
Kindly,
Ai

[MGis]

I have the same issue. And W5 error code.  Follow troubleshooting.  My app  when away from home for a few days means a cold place to return too. Would appreciate help/support. Thanks. MG

[ashli]

Please help. I'm also getting the w5 error on my Nest Learning Thermostat. I've gone through all the troubleshooting steps and it just keeps "searching for a network". No luck. Typed in my SSID and password; no luck. Please help!!

Thank you!

[MA120]

Please assist, same problem with w5 error

[Claystate]

Please dona case for me same issue the past week

[Zf0321]

Hello I am having the same issue with my nest thermostat was wondering if you could help me with a solution to the W5 error. I have done all the troubleshooting steps and none have worked

[MA120]

Can I also get a case please. This is my second attempt reaching out

[cwpotts]

I am having the exact same issue with my nest. Everything else connects to my wifi just fine. I get the wifi W5 error on my nest. 

[ktf1]

I have the same issue - have tried all the steps 3 times now - no luck.  I have another Nest learning thermostat in this house which works great - but it is gen 2 and the newer gen 3 doesn't work.  I also have Nest thermostats in 3 other locations - will they stop working also?

[Nhuff89]

Hi there, I just posted on the forum, but wanted to post here as well for visibility. I'm having the exact same problem, I have followed all troubleshooting steps to no avail. Nest learning thermostat.

Thank you for your help, this is very frustrating!

[JBraunschneider]

I have the same issue!! Was working fine then it can’t find my WiFi no matter how many times I reset it! If my husband was home it would be in the trash or across the street by now but I’m just a teeny bit more forgiving. Help!

[tnnrguy]

Hello, Nest Support,

I have the same issue W5 error, I have reset to factory, tried other APs / Hot spots with no results , I would love to know what the fix is.

[JBraunschneider]

I took my nest off the base and charged it for about 15-20 minutes. When I put it back on the base it found my WiFi and everything works great!

[ktf1]

Hi - I tried this (along with everything else they suggested 3 times) to no avail.  I finally received  a replacement and it is working fine now.

[Tanjahohler]

Hi Ai, I have been experiencing the same issues! My Nest does not detect or connect with the WiFi despite having followed all the recommended troubleshooting suggestions. I have literally spent days trying to fix it to no avail. The battery also keeps depleting, I have to charge it with a usb cable. I keep getting thew5 message. Please help! 

Many thanks! 
Tanja

[LK1]

I have the same issue and am looking forward to a solution.

[ktf1]

I tried everything 3 times with no luck and finally called customer service - they sent a replacement Nest which now recognizes my wifi and everything works.

[96JCA]

Hello,

I have the same issue and have tried all of the troubleshooting tips but it still doesn’t work, very annoying.

[LK1]

Well, good luck.  I spent 45 minutes on chat with customer service and they sent me a link to get a replacement but the site is down.  Go figure!!  I guess the new update fried everyone's and they are overwhelmed with issues and giving replacements!  Ridiculous.  They have all the information, they should have just shipped one out.

[ktf1]

I did the same on chat, and finally found a phone number and called and talked to a live person at 1-855-469-6378.  They shipped a replacement FEDEX.  I installed the replacement and returned the defective one.  So far so good.

[MunnaB]

We tried to get a replacement thermostat for my mother.  The link sent us to google.com to give a credit card number for a holding deposit of £200.  The site went down just after the credit card number was provided so no confirmation that the new thermostat will be delivered or not.  They have blocked our calls and we can't get through to Google Nest. The payment is pending according to credit card company.

[ArtVandeley]

I have the exact same issue and I couldn't solve it following the steps provided by Nest. I'm very annoyed as I can't find a solution. I bought it about 6 months ago!!! All the other Nest thermostats, cameras and doorbells work fine but just this thermostat doesn't. I have many Nest/Google products and this very frustrating. I need a replacement please!!!

[jb7]

Hi, I have the same issue with my thermostat, could I request a case be raised as I am unable to get in touch via the chat/call channels.

Many thanks,

James

[1ss427]

I'm now having the same issue...and have tried all recommended fixes...please help

[Mswann]

I have the same issue, can you please help us

[Ambrielle]

I am having the same issue. Can anyone assist me. I've been waiting for a few weeks now. 

[ktf1]

I wish this response was globally posted.  I requested/received a replacement back in September.  The replacement seems to work fine now.  I would go through the process to get a replacement sent - it has been a couple of months for me and I no longer have the steps - I sent them as a response thinking it was globally posted, so I didn't keep them - sorry.

[johnstitely57]

My nest thermostat is showing the w5 code and will not see any Wi-Fi in my home. I need to get a replacement 

[wlrm17]

Same problem. Restarted, entered network manually and nothing helped.

[Matthewssosik]

I have this same issue. My thermostat won’t reconnect and is showing this error code. 

[pharmdoc]

I am having the same problem. I have also tried all of the above steps including adding a wifi enhancer near the thermostat. Any help would be appreciated.

[CTK_VII]

Unfortunately, I'm having the same "W5" issue and can no longer connect to my wifi despite repeated troubleshooting. I believe I may have the same faulty chip. Can a ticket please be started for me as well? Thanks in advance... 🙂

[Bigbow7]

I have the same w5 network issue. I have tried all available options to fix it myself to no avail.

[RGon]

Hi,

i have the same issue with the W5 error. I tried all the trouble shooting and it still searches for network endlessly without finding it. I tired typing the network name and password and no luck. I have restarted and reset it as well and no luck. Please help!

[Jimmyg]

Same problem for me. None of the other troubleshooting tips help. 

[Gberch333]

Could I have the solution I have the same problem 

[ktf1]

Please post the solution which is to get a replacement.  The message above doesn't help since I was never contacted by support.  Once I was able to get through to customer service on my own (a real person), they helped and got me a replacement which works great so far.  Thanks!!!!!  Please post the actual solution and the steps to resolve.