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W5 error - Nothing works

jchrono
Community Member

Bought and installed October 2023 and was working fine until 2 days ago.  Tried all the troubleshooting steps (including factory reset of modem and thermostat) and I still get w5 error.

1 Recommended Answer

MrsDubs
Community Member

Some advice for you as I've just had my situation resolved, go through the troubleshooting again and get to the part when you can request a call back, they will call you pretty much instantly, they will resolve this. This is what I've just done 

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8 REPLIES 8

MrsDubs
Community Member

I'm in the same boat, ours came with newbuild house and was fine until a month ago but cannot get it to connect at all now, hoping someone can help 

MrsDubs
Community Member

Some advice for you as I've just had my situation resolved, go through the troubleshooting again and get to the part when you can request a call back, they will call you pretty much instantly, they will resolve this. This is what I've just done 

zoeuvre
Community Specialist
Community Specialist

Hi folks,

 

@jchrono, yikes! Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

 

@MrsDubs, I'm glad that this has already been sorted out for you. If you come across other information you'd like to pass along or have more questions, feel free to create a new post. 

 

Best,

Zoe

Jenelyn_O
Community Specialist
Community Specialist

Hi jchrono,

 

Chiming in — I just want to check if you managed to fill out the form. Please let us know once done.

 

I appreciate your help, Zoe.

 

Regards,

Jenelyn

Hi Jenelyn,

Thank you for following up.  I did contact support by phone 2 days ago (as suggested by Zoe).  I got and installed my replacement today and it works fine.

A little disappointing that the main feature of this device can fail so early.

Jenelyn_O
Community Specialist
Community Specialist

Hey jchrono,

 

Thanks for letting us know — we'll take it as feedback. I'm glad to hear that you were already able to install your replacement device. Please feel free to create a new thread if you have any questions or concerns, as we'll be willing to assist you.

 

Cheers,

Jenelyn

claudiolr
Community Member

Only one month. This is how long my thermostat worked before I ran into the w5 error. I have had excellent tech support and am waiting to receive the replacement device but I wonder how it is possible that such a high priced thermostat could incur this impactful error.
Above all, it is an error for which there is no solution other than replacement.

It's so frustrating

Leeisme
Community Member

Just wanted to chime in on my experience @jchrono - I just had my Nest Learning Thermostat get the W5 error code, again. I just finished my third RMA to receiver my 4th thermostat, 2 in 6 months or less.

 

Google - this is frustrating to say the least. I don't care that you're willing to replace these when they begin breaking on people, I am more concerned by the fact I've had this happen 3 times with 3 different thermostats and the hardware issue is not being resolved. I don't understand how you can justify selling lemons but you're losing all of my trust in Google hardware.  The rep I just spoke to was at least able to get it working as a dumb thermostat while I patiently wait (at a 250$ surcharge) for my replacement, but all of his assurances that he made notes to verify the quality are falling on deaf ears - I'm going to be far more frustrated if I need to get this replaced again in a few months.  Please, get your act together. I like your offerings, but there are a ton of products on the market that do not have your quality issues.