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W5 error message

jenfrieda
Community Member

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.

16 REPLIES 16

Lance_L
Community Specialist
Community Specialist

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

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
Community Specialist
Community Specialist

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

I filled it out this am.

 

Jen

PSENFT
Community Member

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

Jenelyn_O
Community Specialist
Community Specialist

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

Hi Jenelyn!

Do you  have any updates?

Thanks!

Jen

PSENFT
Community Member

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
Community Member

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

jenfrieda
Community Member
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! 

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
Community Member

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
Community Specialist
Community Specialist

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

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

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
Community Specialist
Community Specialist

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