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W5 error - tried all recommended resets. Still won't connect to Internet.

Tedtoote23
Community Member

W5 error showing after Thermostat disconnected from Internet earlier this week. Keeps asking to update date and time then loses it. Says Nest app "none"

Tried all recommended resets. Refuses to connect to Internet. 

 

1 Recommended Answer

David_K
Platinum Product Expert
Platinum Product Expert

It sounds like you've already tried these steps?

Troubleshoot a Nest thermostat w5 code - Google Nest Help

 

If the issue persists after trying those steps, contact the Google Nest support team directly.

  1. Go to Contact Us - Google Nest Help
  2. Select an appropriate product or category, type a brief description of the issue, then click Next.
  3. Click Other, then click Next step.
  4. In the Resources section, click Next step.
  5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

As it mentions in the article, the best thing to do is have your thermostat’s serial number ready to give to the support agent before you call. To find your thermostat’s serial number, pull the display off the base and flip it over. The serial number is above the QR code on the back of the display. Be sure to mention to the agent you've already tried restarting the thermostat.

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5 REPLIES 5

David_K
Platinum Product Expert
Platinum Product Expert

It sounds like you've already tried these steps?

Troubleshoot a Nest thermostat w5 code - Google Nest Help

 

If the issue persists after trying those steps, contact the Google Nest support team directly.

  1. Go to Contact Us - Google Nest Help
  2. Select an appropriate product or category, type a brief description of the issue, then click Next.
  3. Click Other, then click Next step.
  4. In the Resources section, click Next step.
  5. Choose to get a phone call, call or chat with the team, depending on availability in your country.

As it mentions in the article, the best thing to do is have your thermostat’s serial number ready to give to the support agent before you call. To find your thermostat’s serial number, pull the display off the base and flip it over. The serial number is above the QR code on the back of the display. Be sure to mention to the agent you've already tried restarting the thermostat.

LuisR
Community Member

 the wifi connection error nest.com/w5 persists after following all the steps to reset the thermostat 

David_K
Platinum Product Expert
Platinum Product Expert

Then please go ahead and contact the support team directly as above who are best placed to help.

IWM3
Community Member

Thermostat wouldn’t connect to WIFI with w5 code. Talked to Google support and they ended up sending a replacement 

GitFlowin
Community Member

Got my SECOND replacement last month and the W5 error code popped up tonight AGAIN. I am not going to bother requesting a replacement, I just purchased the ecobee.

I am beyond frustrated, I will never purchase Google hardware ever again.