04-08-2022 03:51 PM
Nest Thermostat has the reported "w5 error" and cannot connect to WiFi Have a case open since 3rd April sent mails everyday and still no response. I send all info and still no update this is still under warranty so how much more does one need to prove they own this before getting customer service,
[This system was ordered by me Paid for on my Credit Card registered to this email and on my Wifi all history on the device is on my nest a/c app.]
very unhappy customer. Has anyone else got a fix for this since Nest are not helping.
04-09-2022 03:53 AM
Hi there @Tracey3,
Thanks for reaching out. Could you tell me please when did the situation start occurring at first and when was the thermostat installed?
Also, did you restart the display from Settings > Reset > Restart?
04-09-2022 05:02 AM
Yes I've restarted we have this about 6 months I opened a case a week ago and I must say the person I was dealing with was not helpful kept asking for photos that I returned and nothing seemed to be enough for her. not sure what was misunderstanding as I explained This system was ordered by me Paid for on my Credit Card registered to this email and on my Wifi all history on the device is on my nest a/c app. sent 9 different photos and nothing seemed to make her happy. Should I have called Electric Ireland who installed this. I will say I'm sorry I didn't buy the Hive system. Also on a last note I'm also in contact using the email attached to the system.
04-09-2022 05:58 AM
Understood. I'm sorry to hear that, @Tracey3. Could you provide me please with a case number so I can take a look at it?
04-09-2022 06:42 AM
Case ID [9-7694000031988]
04-09-2022 06:43 AM
Thank-you for the fast response
04-09-2022 07:02 AM
Thank you. I've checked on the case and I've seen that there is an agent taking care of it already. Please reply to that email.
04-11-2022 01:42 AM
NO had to turn boiler off as I can't regulate the hot water it's on 24/7
04-11-2022 01:50 AM
Do you have a system boiler with thermostatic hot water control?
04-11-2022 02:52 AM
Water is heated from the Oil boiler and with no thermostat is on full time so had to turn the system off last night I send 2 pictures last night and still no reply
04-11-2022 03:39 AM
Thank you. The case is assigned to an agent and they'll take care of it as soon as they see my note.
04-15-2022 06:10 AM
Hi @Tracey3. I checked your case and saw that one of my colleagues contacted you and addressed the issue. Did you manage to check your email?
04-15-2022 08:18 AM
Thank-you I spoke to Ransom today and he has been very helpful
04-15-2022 08:21 AM
I am glad to hear that. Is there anything else I can assist you with at the moment?
04-18-2022 04:14 AM
Since I haven't heard from you in a while, I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!