W5 error message

[jenfrieda]

I have had the W5 error for 13 days and have tried several times the troubleshooting notes.  How in the world do you get a hold of anyone that can help with this because nothing is working!!

Someone please let me know.

[Lance_L]

Hello jenfrieda,

Thanks for posting in our Community. I’m sorry to hear that you’re having issues with your Nest thermostat. No worries; I’m here to help.

A few questions: what Nest thermostat model do you have? What troubleshooting steps have you tried so far?

Keep me posted.

Best,

Lance

[jenfrieda]

Hi Lance!

I have the 3rd generation Nest Learning Thermostat. I have tried all of the troubleshooting methods that Google suggests for the W5 error like restarting the thermostat. I have tried to have it find the wifi and I have even typed in the wifi info and nothing happens. We have had this a couple of years and have another one in our house and no issues with that one. Please help!

Jen

[Lance_L]

Hey jenfrieda,

I gotcha. Thanks for getting back to me with the follow-up information. Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Regards,

Lance

[jenfrieda]

I filled it out this am.

Jen

[PSENFT]

I have the same issue ...,soooo frustrating. 😡

[Jenelyn_O]

Hi folks,

@jenfrieda, we received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

@PSENFT, I understand the frustration. Could you tell us more about it? Also, have you received the exact same code? 

I appreciate the help, Lance.

Thanks,

Jenelyn

[jenfrieda]

Hi Jenelyn!

Do you  have any updates?

Thanks!

Jen

[PSENFT]

Update ….turns out the nest needs to be replaced. W5 error code was diagnosed fatal by Google help. Already sent me a new one. Great customer service.

[jenfrieda]

That is nice to know. I haven’t received any feedback. Still waiting!!

[jenfrieda]

Were you ever able to talk to anyone because I haven't had anyone respond except the lady that responded to you and me on the one thread?

Glad you were able to get it taken care of!  I still haven't heard from anyone! 

[jenfrieda]

Hi Lance-

I had filled out a form and was told that I would receive an email quickly for a resolution.  I haven't received anything and it's a little frustrating.  Are you able to please see if you can get me an update?

Thanks so much!

Jen

[PSENFT]

call this google help line 313-483-9127 they are excellent. if you are not cool with this number google the w5 error  code and sweep through the trouble shooting to contact support and you can request a call back. Good luck

[Markjosephp]

Hello everyone,

I wanted to ensure that everything was covered here.

@PSENFT, I appreciate you updating us on your efforts to find a fix by reaching out to our support team. If anything comes up, feel free to reply or create a new post.

@jenfrieda, we know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Best regards,

Mark

[Markjosephp]

Hi jenfrieda,

Let me know if you need anything from us, as I see that our senior support sent you an email update. We'll leave this thread open a little longer for follow-up questions and concerns.

Thanks,

Mark

[PSENFT]

Everything has worked out great! I received my new nest in 48 hrs. and have installed it and am back in business. Thanks to my Call to support team.

[Markjosephp]

Hello PSENFT,

Sounds great! I'm glad to hear it's up and running. If you ever need help with your Nest Thermostat, don't hesitate to give us a shout on a new post so we can jump in right away.

Best regards,

Mark