W5 error. Nothing working

[G-Me]

I’m more than frustrated at this point. I am getting the W5  error code on my nest E thermostat and nothing seems to work. I have tried resetting my thermostat, I’ve tried manually entering in the Wi-Fi network I’ve tried, I’ve tried changing the battery, And any other possible thing you can imagine. Still nothing. Looking at prior comments it looks as though people were sent replacement devices and I’m wondering what the process is for me to get that to happen? Anyone else having the same issue? 

[David_K · Accepted solution]

It sounds like you've already tried these steps?

Troubleshoot a Nest thermostat w5 code - Google Nest Help

If the issue persists after trying those steps, this is a known issue and I'd recommend that you 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.

[David_K · Accepted solution]

It sounds like you've already tried these steps?

Troubleshoot a Nest thermostat w5 code - Google Nest Help

If the issue persists after trying those steps, this is a known issue and I'd recommend that you 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.

[G-Me]

yep.   spoke with support.   they are reviewing my issue, and said they'd get back to me in 24 hours to see if they can make an exception for me for replacement, as I'm out of the warranty window.

[Rebecca1989]

Hi, I’m having the same problem and tried absolutely everything! I’m struggling to get an email address or a contact number or get anywhere with this. Do you have a contact method or info on how to get any support? Thank you 

[mrbeau · Accepted solution]

Hi Rebecca

The only way to get support is to go on line with google support and use the chat box to communicate with them. Yesterday I was able to get the support I needed which was to replace the existing thermostat because of W5 error. They will help you with the proper product support. Good luck. 

[mrbeau]

Just an update, I chat with Google Nest support on Sunday nov 5, they send me all the paper needed for a replacement. I received the new thermostat on Tuesday Nov 7, intalled the new thermostat and bingo everything is up and running for good. I suspect that W5 error is coming from Thermostat coming from an issue of fabrication (wrong batch) I send them back the same day my old thermostat. 

[Chelsea1]

I am fed up with device, this is the second thermostat I have a problem with!!!

only received this one back in June/July

so frustrating 😩

[mrbeau]

Same issue for me, I bought My Nest Thermostat in Marc 2023 and lately lost connection and I cannot reconnect to my network .Error W5