W5 error on google nest

[TracyLV]

My nest cannot and will not find my Wi-Fi and I keep getting W5 error - tried all troubleshooting tops and nothing working.

any ideas?

[Stephengg]

Me too. Resetting didn't work 

[Stephengg]

Rang Google who says that the device is faulty and they will replace it 

[MelbaDT]

Hey folks, 

Thanks for sharing what you've done, Stephengg. I'm glad to hear that a replacement is on the way. 

TracyLV, sorry to hear about your thermostat. What specific Nest thermostat is this? Also, what country are you in?

Best, 

Melba

[TracyLV]

Thanks for the quick response everyone 

I’m in the UK and it’s a Google Nest - we e had it about 6months

[MelbaDT]

Hey there, 

Got it and you're welcome. I'll have to route this thread to our UK support team. Someone will continue the thread from where we've left off. 

Best, 

Melba

[TracyLV]

thank you so much 

[AlexD]

Hi @TracyLV , AlexD here from the UK team. I am sorry to hear you are facing difficulties with your device and I would be happy to try and assist. 

It is great to hear you already tried to troubleshoot the behavior. Just to confirm, did you also try and restart the thermostat by going to Settings> Reset> Restart?

[TracyLV]

Hi Alex - yes I did, I’ve basically tried everything as far as I know! 

[AlexD]

That is good to hear. I would like to look further into this and create a case for you. Would it be ok if I sent an email to the address you have associated with your account here? 

[TracyLV]

yes absolutely 

Thank you 

[AlexD]

I sent out the email. Once you fill out the form in it make sure to let me know here that it is done so I can look for it.

[george_t]

Hi @TracyLV. Just checking in, how's it going with the replacement? Is there anything else we can assist you with at the moment?

[TracyLV]

Just received today and managed to set it up an link so all good!

Thanks for checking 

[george_t]

I'm glad to hear that everything is back on track. Is there anything else we can assist you with at the moment?

[TracyLV]

No thank you - it’s all good 👍

[george_t]

Should anything else come up, we're just a message away. Have a great day ahead and stay safe!