08-20-2023 03:20 PM
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.
08-20-2023 05:20 PM
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
08-20-2023 06:43 PM
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
08-20-2023 06:50 PM
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
08-21-2023 07:23 AM
I filled it out this am.
Jen
08-21-2023 09:54 AM
I have the same issue ...,soooo frustrating. 😡
08-21-2023 10:37 AM
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
08-22-2023 01:53 PM
Hi Jenelyn!
Do you have any updates?
Thanks!
Jen
08-23-2023 09:20 AM
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.
08-23-2023 09:28 AM
That is nice to know. I haven’t received any feedback. Still waiting!!
08-23-2023 09:43 AM
08-23-2023 06:55 AM
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
08-23-2023 11:50 AM
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
08-23-2023 08:18 PM
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
08-30-2023 10:11 PM
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
09-01-2023 06:38 AM
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.
09-02-2023 01:43 AM
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