Wi-Fi connection

[IRB1]

Have W5 error message. Despite following all troubleshooting instructions I still cannot connect.

[David_K]

If the issue persists after trying the troubleshooting steps, the best thing to do is 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.

[ThisIsBroke]

My dad is having this too with his nest 3rd gen. It was working fine until 2 days ago. It will not connect to Wi-Fi no matter what we do. We followed the Google wifi wizard, very worthless. I've reset the settings fully. Sometimes it sees the SSID but never connects other times it doesn't see the SSID and keeps searching. I'm a Network Engineer for 20 years and his network is fine.

[Guarcax]

Hi there!

Thanks for posting in the community. 
I’m sorry for the inconveniences that you’ve been experiencing with your Nest thermostat. I understand that it was perfectly working, but just 2 days ago it got disconnected from the WiFi network. You have already tried some steps trying to connect the Nest thermostat back to your WiFi network, but it does not show any SSID, or if it finds your network, it won’t connect. No worries, I’m glad to help you in this.

To further assist you, I will need some information. Here are some questions for you:

• Have you recently experienced a brownout or blackout?
• Does the thermostat show you any error code?
• How far away is the thermostat from the router?
• What steps did you follow to factory reset your Nest thermostat?
• What troubleshooting steps have you taken?

In the meantime, you can check the following articles for further information: Troubleshoot setup: thermostat doesn’t show your Wi-Fi network. 

I will be waiting for your response.

Regards,

Daniel.

[IRB1]

Thx for your support.

I still cannot connect to WiFi . Unit has been fine in this respect since installation approx 12 mths, now will not connect. Get W5 error code. Not experienced a black out or brown out(?). Thermostat approx two meters from router. Have tried restart and reset of WiFi / password etc a number of times. 

Suspect unit is not charging properly on stand , have used usb to charge now on two occasions. 

Getting frustrated.

Thx

[IRB1]

Thx for your support.

I still cannot connect to WiFi . Unit has been fine in this respect since installation approx 12 mths, now will not connect. Get W5 error code. Not experienced a black out or brown out(?). Thermostat approx two meters from router. Have tried restart and reset of WiFi / password etc a number of times. 

Suspect unit is not charging properly on stand , have used usb to charge now on two occasions. 

Getting frustrated.

Thx

[AxelD]

Hi @IRB1,

Thanks for the troubleshooting you tried! If the W5 error persisted after that, no worries; help is here. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. Remember to add your thread conversation link on the request.

Regards,

Axel. 

[AxelD]

Hi @IRB1,

We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Regards,
 

Axel. 
 

[IRB1]

Thx for your support.

I still cannot connect to WiFi . Unit has been fine in this respect since installation approx 12 mths, now will not connect. Get W5 error code. Not experienced a black out or brown out(?). Thermostat approx two meters from router. Have tried restart and reset of WiFi / password etc a number of times. 

Suspect unit is not charging properly on stand , have used usb to charge now on two occasions. 

Getting frustrated.

Thx

[IRB1]

The unit is just not functioning as it should. I believe it is faulty. Will not charge correctly, will not hold charge or function off mains connection. Settings are being lost. Believe I need need to make a warranty claim for exchange.

[maedacortez]

Hi IRB1,

Thanks for your reply. I understand that you have the W5 error on your Google Nest Learning Thermostat.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards, 

Manuel

[IRB1]

Thx for your support.

I still cannot connect to WiFi . Unit has been fine in this respect since installation approx 12 mths, now will not connect. Get W5 error code. Not experienced a black out or brown out(?). Thermostat approx two meters from router. Have tried restart and reset of WiFi / password etc a number of times. 

Suspect unit is not charging properly on stand , have used usb to charge now on two occasions. 

Getting frustrated.

Thx

[maedacortez]

Hi IRB1,

Thanks for the information and for the troubleshooting that you tried. Could you confirm if you already filled out this form that I sent you? This is important to escalate your case; please let me know.

Regards,

Manuel