W5 error - cannot connect to Wi-Fi

[Jaguar1]

My Nest Thermostat has the reported "w5 error" and cannot connect to WiFi. It does not even detect WiFi. I have tried all suggestions (restarting and resetting both the router and Nest Thermostat) and it still won’t connect to WiFi. 

My Wi-Fi works perfectly well and is very close to the nest device. Can you kindly help with this please. 

[1Taylor]

I am experiencing the same problem with my 3rd gen learning thermostat. I manually input WiFi name and password, it eventually connected only to disconnect again. It is still offline. It’s only 4 months old. I’m ready to trash it and go with another brand. 

[David_K · Accepted solution]

If the issue persists after restarting the thermostat, 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.