09-28-2021 07:28 PM - last edited on 03-28-2022 08:28 AM by KiiFromGoogle
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*
Answered! Go to the Recommended Answer.
12-28-2021 04:46 PM
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.
03-07-2022 07:42 AM
I followed the instructions to reset the device, but that didn't work. Mine also has recharging issues after 2 months of working perfectly. I called support at 855-469-6378 and shared my trouble shooting steps and current status. They are in process of sending a refurb.
09-29-2021 09:48 AM
Hello we have the same problem and have got nowhere. We'd be interested to hear how you resolve your same issue?
09-30-2021 12:38 PM
I also have this issue, none of the trouble shooting tips work, very frustrating.
09-29-2021 11:39 AM
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!
09-30-2021 08:40 AM
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
10-11-2021 07:04 PM
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!!
10-12-2021 01:18 AM
Please assist, same problem with w5 error
10-14-2021 06:24 PM
Please dona case for me same issue the past week
10-15-2021 09:12 PM
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
10-15-2021 10:38 PM
Can I also get a case please. This is my second attempt reaching out
10-27-2021 08:04 PM
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.
10-28-2021 03:17 PM
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?
10-29-2021 12:04 PM
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!
10-31-2021 10:54 AM
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!
11-05-2021 01:58 PM
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.
11-05-2021 06:34 PM
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!
11-06-2021 07:18 AM
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.
11-07-2021 09:50 AM
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!
11-09-2021 04:30 AM
I have the same issue and am looking forward to a solution.
11-09-2021 07:53 AM
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.
11-10-2021 10:38 AM
I have the same issue and have tried all of the troubleshooting tips but it still doesn’t work, very annoying.
11-10-2021 11:50 AM
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.
11-10-2021 11:55 AM
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.
09-05-2022 01:08 AM
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.
12-21-2021 03:18 PM
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!!!
11-21-2021 08:16 PM
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.
11-23-2021 11:57 AM
I'm now having the same issue...and have tried all recommended fixes...please help
12-07-2021 11:41 AM
I have the same issue, can you please help us
12-07-2021 12:28 PM
I am having the same issue. Can anyone assist me. I've been waiting for a few weeks now.
12-07-2021 01:10 PM
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.
12-09-2021 03:13 PM
My nest thermostat is showing the w5 code and will not see any Wi-Fi in my home. I need to get a replacement
12-11-2021 09:12 AM
Same problem. Restarted, entered network manually and nothing helped.
12-12-2021 07:53 AM
I have this same issue. My thermostat won’t reconnect and is showing this error code.
12-16-2021 07:52 PM
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.
12-18-2021 10:32 AM
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... 🙂
12-19-2021 12:09 PM
I have the same w5 network issue. I have tried all available options to fix it myself to no avail.
12-20-2021 06:53 AM
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!
12-20-2021 10:51 PM
Same problem for me. None of the other troubleshooting tips help.
12-27-2021 06:15 PM
Could I have the solution I have the same problem
12-28-2021 02:38 PM
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.