W5 error

[R_818]

Keep getting W5 error problem, have tried all the troubleshooting suggestions but nothing works. Nest not seeing any wifi network connections. Please help

[MelbaDT]

Hey R_818, 

Sorry to hear about your thermostat and thanks for reaching out to the Google Nest Community. I want to check on it further.

A few questions — what type of Nest thermostat is this? Could  you provide a rundown of the steps that you've tried just to cover all our bases? Also, what country are you in?

I'll look forward to your response. 

Best, 

Melba

[MelbaDT]

Hey there, 

Checking back in — how's your thermostat now? Still need our help?

Best, 

Melba

[MelbaDT]

Hi, 

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Best, 

Melba

[R_818]

I have the nest learning thermostat, I have tried searching for wifi connection and it never finds a connection. I have tried manually entering my router and still could not find connection. Also tried resetting the thermostat and still no connection.

[MelbaDT]

Hey R_818, 

Thanks for getting back at me and for these added details. 

When and where was it bought as well as what country are you in — I want to check on your warranty options. 

Best, 

Melba

[R_818]

I'm in the United States and I think I bought it from best buy last year in November 

[MelbaDT]

Hey there, 

Gotcha — could you fill out this form: https://bit.ly/31vCfcQ and let me know once done?

Best, 

Melba

[R_818]

The form is not allowing me to submit it

[MelbaDT]

Hey there, 

Sorry for the delay and also for the inconvenience. 

Are you getting a specific message when submitting the form? If yes, what is it? Also, could you try it out on a different device like a computer if possible?

Best, 

Melba

[R_818]

Keep getting this message (Refresh this page and try again. Sorry, there was a problem with the form.)

[MelbaDT]

Hey there, 

Oh no, sorry about that. We've indeed received several reports about the form not working as it should and our team is looking into it. Please hang in there — I'll circle back to you as soon as it's back up. 

Best, 

Melba

[MelbaDT]

Hey R_818, 

Sorry for the long delay here and thanks for your patience. 

Could you try filling out the form again? Should you still get the same error, try another browser as we've had some success with other users recently. 

Keep me posted. 

Best, 

Melba

[R_818]

Still not working tried phone and computer 

[MelbaDT]

Hey there, 

Oh no, sorry about that. What browser did you use? If you have another browser on your computer, is it possible to try the link of the form there? 

Best, 

Melba

[MelbaDT]

Hey there, 

It's me again — have you had the chance to fill out the form already? 

Best, 

Melba

[R_818]

Yes form filled out 

[MelbaDT]

Hi there, 

Thanks! I've got your form and I've let our higher tier of support know about it. Please check your inbox from time to time as someone will be reaching out to you. 

Best, 

Melba

[MelbaDT]

Hey R_818, 

Sorry for the long delay but our higher level of support has sent you an email about your thermostat. Please reply back as soon as you're able to so they could proceed with having your thermostat replaced. Also, I'll go ahead and close this thread after a day.

If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba