Fitbit Ace 2 inaccurate sleep total

[gavin2610]

Hi, my son has a Fitbit ace but the sleep totals never seem to add up correctly, I have tried contacting Fitbit (approx 10 emails) but they seem as helpful as a chocolate tea pot! Yes I have tried all the troubleshooting.. resetting the device, phone and Bluetooth etc but does not change anything.

someone please help! 

even if I subtract the awake time it is still incorrect 

eg: 

last night..

Bedtime 20.53

awake time 05:51

3 mins awake.        

Total shown 8hrs 34mins??? 

should be 8hrs 55mins 

everyday is the same, some are far worse 

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @gavin2610.

I am sorry to hear your son's sleep is not being tracked correctly. Thanks for trying to resolve this and working with out Support team. I appreciate the additional details, I totally understand how you are feeling and I am here to help. We calculate time asleep by subtracting the time spent awake and restless from the overall tracked sleep time. In order for me to better investigate, could you please provide a screenshot of your son's sleep details for one day including time asleep, sleep quality and sleep schedule? You can follow these steps to attach a screenshot to your next reply. 

For more information about tracking sleep, see How do I track my sleep with my Fitbit device?

Looking forward to your response.

[gavin2610]

 

 

[LiliyaFitbit]

Hi @gavin2610, thank you for your reply.

Thank you for providing the screenshots of your son's sleep, I appreciate your time and efforts. I could see that the sleep time is not being calculated correctly. I am sorry that you are going through this situation and apologize for this inconvenience. I could see that our Support team got in touch with you regarding this issue and advised on the situation already. I am sure they tried to help in the best possible manner since they have all the details of the case and special tools to investigate this. 

Let me know if you have any questions.

[gavin2610]

The response I had from fitbit was ..

“we are aware of it but cannot provide a fix in the immediate future”

that’s a great help, how can it be that difficult to work out the sleep totals? I think this is very common but most people just don’t do the maths to actually check it.

very poor! 

[powerturtle]

I just had a poor night's sleep and the Fitbit Restless total was 1 hour 1 min (61 mins). I had a severe insomnia last night and just looked at the blocks of restlessness for time periods and they started with a 31 min, then a period of awake, then 37 min, + more. That was already 68 mins restless in the first 1.5 hours. I have a screen shot of it, but i don't know how to attach that. There are a whole night of short restless periods after this as well. I think i got to 79 mins before 7am. Actually, the awake figure of 17 mins for the night was correct. Does Fitbit top out at 1 hour 1 min? Your thread was the closest thing i could find. Sorry if i have sent this to the wrong person. I know Fitbit is not a diagnostic tool. Sometimes it's more like a toy. Anyway, i don't have too many complaints or problems. I have had the watch for a few years and this is my first comment.

[powerturtle]