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W5 error problem, have tried all the troubleshooting suggestions but nothing works. Please help

nas_analog
Community Member
My Nest Thermostat has the reported "w5 error" and cannot connect to WiFi. It does not even detect the WiFi. Have tried all suggestions (restart and reset both the router and Nest Thermostat) and still won’t connect to WiFi. None of my other nest thermostats have issues connecting. Please help.
 
124 REPLIES 124

ai
Community Specialist
Community Specialist

Hi there nas_analog
Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 0-6326000032077.
Kindly,
Ai

Babshire3
Community Member

My 3rd gen (purchased it on Aug 17th) started this today… did restart, as suggested in the troubleshooting guide… that didn’t work. 

MA120
Community Member

Mine also started displaying the W5 error and I've gone through all the motions more than once. Please assist

Vaccaro
Community Member

I have have had the same problem tried all option completely reset multiple times. 

Vaccaro
Community Member

Thank you for the badges signing up but what I really need is a working thermostat. It is beyond frustration that a product that sole job was to work with WiFi can not even see a network. And I’m not even sure this is the appropriate place to speak about this

Glgould
Community Member

Thanks

jgolf47
Community Member

THanks, will look for the email

Indio009
Community Member

ai, are you indicating there is no fix or workaround for this problem? I have had my w5 error for a while also, However, looking a the log there are a vast number of good people ahead of me. Can you have someone give us a hint of what to do to correct this significant fault of the Nest thermostat? 

The unruly device was to make my life easier, not add to the stresses that we encounter every day. 

I hope that case number: 0-6326000032077 comes to me too. 

TerryG
Community Member

How do I get to an actual help page with a way to contact google nest?.  I have done all the troubleshooting and my system will not reconnect with my wifi.  This all seems to go in circles.  The system worked before but no longer will connect to WIFI please send me an email address or phone number I can reach out to.

Tony11
Community Member

Mine is doing the same thing.  How do I get a case number? 

Tony11
Community Member

update!!!!  I contacted nest (google) and we went step by step on how to fix the problem.  Nothing seemed to fix it, so they sent me a new thermostat under warranty.  thx

BigShow
Community Member

Hi Tony, Can you please share with us the phone number or email you used to contact Google? Thank you.

Nest support - 1 (855) 469-6378

EXCELLENT!

I will try this number and see,,

thank you

Tony11
Community Member

How do I get a case number?  Mine nest is stuck in a w5 error 

robsafa
Community Member

My Nest Thermostat has the reported "w5 error" and cannot connect to WiFi as well.

It does not even detect the WiFi.

I Have also tried all suggestions (restart and reset both the router and Nest Thermostat) and still won’t connect to WiFi.

Please help.

Sharpy174
Community Member

Hello, my nest has same w5 error. Does not work. How do I get in contact with someone?

 

Jake
Community Specialist
Community Specialist

Hey Babshire3,

 

I just wanted to follow up and let you know that we have escalated this to a higher Team. You should have an email from this Team, and please let us know if you have any questions. 

 

Case ID: 0-3290000031753

 

 

Best regards,

Jake

Babshire3
Community Member

It’s been waiting almost a month and no response from tech support. 

Vaccaro
Community Member

A simple link to the proper google customer service department would really go a long way. Spent hours trying to get to the right department, person, bot just to try to get this replaced or fixed.

jgolf47
Community Member

any guidance on how to resolve the issue

Indio009
Community Member

Jake, in your log, I see no answer for the problem, what is going on and why are there no communication periodically to let us know someone is doing something. 

Okay, what is the next step... look out it looks like sh_t; be careful not to step in it. Too late I'm in like the rest waiting for a fix or workaround.

Can we get a replacement thermostat?

Add me to this Case ID: 0-3290000031753

copeal17
Community Member

Who do we call to get a replacement?  Looks like this problem isn't going away.

 

MelHod
Community Member

I am having the same issue, please contact me for a fix #

jechomer
Community Member

My Nest Learning thermostat gives a W/R error that cannot be resolved by following the recommended procedure.

 

Rozanskim2
Community Member

I am having the same issue as stated from the above users. Please help!

Marwood
Community Member

I have three Nests in the house two work one has a constant W5 issue. We have Gigabit internet so it is definitely the thermostat. Tried restarting, resetting multiple times. Nothing works so clearly from this forum it’s a known issue. Please help me to resolve this issue.

WillC
Community Member

I'm having the same problem where it does not even detect the WiFi. I have tried both suggestions (restart and reset both the router and Nest Thermostat) and still won’t connect to WiFi.

EBS
Community Member

Have the same issue (W5 Wi-Fi connection error) on one of our Nest Thermostats (we have two) and have tried all troubleshooting steps but nothing has worked.  Have tried manually adding our Wi-Fi network, restarting unit and even factory reset, but it will still not see any Wi-Fi networks at all.  Our other Nest Thermostat is still working great.  Please help.

Rozanskim2
Community Member

Contact nest support by phone and report this problem. I did this and was told it’s a wifi chip malfunction. Clearly this is a known issue because they easily troubleshooted it for me and offered a replacement. I had to contact them a second time to ask them to ship my replacement which is a different story in itself. Good luck to all but a replacement seems to be the unfortunate solution. 

Nest support that’s a joke right. Spent close to $200 for a thermostat that I get to work by hand. They have all our info they should send replacements instead of forcing customers to jump though hoops and beg for a proper working unit. Had an issue with a $600 ev car charger. Bad Wi-Fi board. Had a replacement in a week. 

What's the phone number?  I can't find that on the sites.  It keeps looping me back to the same troubleshooting guide.

KingDaemon99
Community Member

I also have been experiencing the same issues and I don’t know how to get help. 

Getting help is a farce. They have no desire to support there equipment. Have a problem with a Amazon device replacement in the mail before your off the phone here with Google the only option is to vent in a never read forum. And with supply chain issues you can whistle till your blue for a replacement on defective gear

Unip
Community Member

Same issue here, been struggling past 2 months. Have tried all reset, restart options and combination. It seems the device can’t even try to detect networks. Saying “your thermostat has a problem and is unable to connect to Wi-Fi, nest.com/w5” 

pls help? 
thanks 

Vaccaro
Community Member

Basically we bought a brick on the wall over 10 google home products in my home ready to toss and commit to Alexa. 

Dsantana5
Community Member

I also get the nest.com/w5 error. i have tried all the steps to resolve and nothing works. Any ideas?

 

The honest answer to fix it is get a hammer gist hard until it fall off the wall. Then carefully pick it up bring outside and place under the tire of your car. The drive over it a couple of times. 

pbd
Community Member

Jumping in on this too.  One of two of my Nest thermostats is having the same issue.  No longer sees ANY wireless network.  Resetting does nothing!  Software version is 6-2.22 from October 2021.  Please provide some sort of fix for this.  This thermostat isn't very old and has never had an issue until now.