If your Nest thermostat can’t (or can’t) connect to Wi-Fi, Google will send you a replacement for free.
For months, Nest users reported seeing a “w5 error” when trying to connect their devices to a Wi-Fi network, a requirement for being able to control the thermostat remotely. And since the real benefit of a smart thermostat is the ability to adjust (and adjust) the heat or air conditioning in your office, car, or bed, this mistake makes your device virtually useless.
According to a statement sent to the Android policeGoogle will replace your faulty Nest at no charge if troubleshooting does not resolve the error. To request a replacement, you will need to contact Google customer service.
(Google spokesperson said users will be asked to contact a support representative through the troubleshooting process, but you can contact Nest customer service directly on your website or through Facebook Messenger.)
How to fix a w5 error
Before you can request a free replacement from Nest, you must use Google Troubleshooting Guide. The w5 error appears in the Nest itself, not in your application, so you must go directly to the device.
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To check if your device has been affected, press the thermostat ring to bring up the Quick View menu and select Settings> Network. If you see the message “Error – nest.com/w5” continue with the next troubleshooting steps.
First, try restarting your device. You will find this option in Settings> Reset> Reset. Then repeat the above process to check if the error still exists.
If so, you may need to update the software. Go Settings> Software. If an update is available, select To update. Once your thermostat is updated, double check the error.
If it persists, contact Google Customer Support to request your free replacement.
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