W5 error

[jhappleford]

Purchased July 2020.

Now getting error code w5.

Can't clear this problem.

Seems to be a lot of people are having the same issue.

Is this a faulty batch.

[MelbaDT]

Hey @jhappleford, 

Thanks for posting and I'm sorry to hear about your experience with your Nest Thermostat. I would not say that the batch is faulty as there are lots of devices from the same batch that are working as they should — I'll be glad to check on your thermostat though. 

To confirm, have you already tried some steps? If yes, can you provide a rundown of what you've already done? Also, it would be a great help if you could provide a photo of your thermostat display showing the code that you're getting. 

Best, 

Melba

[jhappleford]

•     I have tried restarting my router a couple of times. I have tried resetting network settings on thermostat several times and also resetting thermostat a couple of times. I have removed thermostat from the base and refitted it. I have also disconnected the USB from the I have tried restarting my router a couple of times. I have tried resetting network settings on thermostat several times and also resetting thermostat a couple of times. I have removed thermostat from the base and refitted it. I have also disconnected the USB from the power supply.   Regards supply.   Regards  

[jhappleford]

 

[jhappleford]

 

[MelbaDT]

Hey jhappleford, 

Thanks for these photos and for trying out those steps. Since you've exhausted all possible troubleshooting steps already but to no avail, I want to check on your warranty options. When and where was this thermostat bought as well as what country are  you in?

Best, 

Melba

[Logger]

I have the same problem. And there doesn't seem to be a solution((

[MelbaDT]

Hey Logger, 

Sorry to hear that you're having the same experience with your Nest thermostat. Could you provide the same information that I've asked @jhappleford above so I can check on it further. 

I'll look forward to your response. 

Best, 

Melba

[jhappleford]

              I purchased this item in July  2020  from Amazon in the UK.

[CristianC]

Hi there. I'd like to open a case for this issue. Can I send an email to the address linked to your community profile?

[jhappleford]

Yes.

[jhappleford]

Hello.

What's happening to my query?

[jhappleford]

I haven't heard anything for 2 weeks.

[DragosC]

Hi there @jhappleford

We're sorry it took this long to reply to your message. Our responses are a bit slower than usual due to high volumes.

Since we're having some problems finding your case, please contact our live support channel by accessing the following link: Google Nest Help: Contact Us .

It should be the fastest way to sort this issue out. We're sorry for the inconvenience. 

Have a great day and stay safe!