Troubleshoot a Nest thermostat W5 code

A W5 help code means that your thermostat can’t connect to Wi-Fi. This error could indicate a hardware malfunction, and the thermostat may need to be replaced.

Follow the steps below to confirm the issue.

Step 1: Check for a W5 message

You can only check for a W5 message on your thermostat. The code doesn’t appear in the app.

When the error first occurs, your thermostat should display a message that says it’s unable to connect to Wi-Fi. The message ends with "nest.com/w5."

If you dismissed the W5 message, you can check your thermostat’s Network menu to confirm that a W5 code has occurred.

1. Press on the thermostat ring to open the Quick View menu.
2. Select Settings .
3. Turn the ring until Network appears. You may get one of these messages:
   • “Error - nest.com/w5.” This is the W5 code.
   • The name of your Wi-Fi network. This is not a W5 code.
   • “Not connected.” This is not a W5 code.

If there’s a W5 code, restart your thermostat.

If there’s no W5 code, but your thermostat is offline or experiences intermittent connectivity issues, try the steps in Troubleshoot Wi-Fi and connection issues for Nest products.

Step 2: Restart your thermostat

Your thermostat doesn’t lose any of your customized information or settings if you restart it. Once your thermostat boots up you can continue to use it as before.

1. Press on the thermostat ring to open the Quick View menu.
2. Go to Settings Reset Restart.
3. After your thermostat restarts, you can try to reconnect it to Wi-Fi. On your thermostat, go to Settings Network and select the name of your Wi-Fi network.

Step 3: Replace your thermostat

If restarting your thermostat didn't fix the W5 error, this could mean there's a hardware malfunction. The thermostat will need to be replaced.

To check your replacement options, contact Google Nest customer support.

• Have the help code and 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.
• When you reach an agent, let them know you’ve performed all the troubleshooting steps in this article.

If the W5 code disappeared but you’re still having trouble connecting to Wi-Fi, you can try the steps in the Troubleshoot Wi-Fi and connection issues for Nest products. If you need help with troubleshooting, contact Google Nest customer support.