Alta keeps dying when fully charged

[Whatisthewifi]

Hello,

I've been having continuous issues with the Alta line of fitbits. I was gifted one just over a month ago, and within the 1st week it kept dying. 

It was fully charged and I tried resetting it. This would work as a very temporary fix, as it would die again within the next couple hours. 

Figured maybe it was just a faulty watch, so I went back to Sportcheck and exchanged it for a new Alta. Problem is, I am having the exact same issues with this new Alta as well. 

I really want to use this product, but at this point it just seems like a poorly made gadget built to die. I've read countless reports of the same problem with this device, and am hoping the Fitbit company can do something about this situation. 

I could easily go and exchange the watch again, but I dont know if its worth it if the product is just bad. 

Hope to hear from a representative. 

Thank you,

Brooke

[KMUser]

If the latest issues with the Alta are due to the software update, is there a way to do a factory reset to an earlier version of the software?

[Halenbopp]

@LizzyFitbit ,

An update.  Thank you for contacting the Support Team on my behalf.  The Support Team has contacted me and we have had several "back and forth" sessions to try to fix the problem.  Through the process, the FitBit team informed me that my FitBit was still under warranty, so I will receive a replacement.  I wanted to post this positive info to the community postings.

Thanks,

@Halenbopp

[LizzyFitbit]

Hi @KMUser and @Halenbopp. It's great to hear from you.

@KMUser, I see your point of view and thanks for sharing your feedback. Our team releases updates for our devices for improvements and any bug fixes, as you can see here. While we don't have the option to revert any update, rest assured that our team constantly works on our products to enhance their performance.

@Halenbopp, thanks for the update and for your feedback about your experience with our service. I'm glad that there has been a progress on your case, and if you need something else, let me know.

[AbhiD]

Hi @LizzyFitbit 

Yes, as I informed earlier, I have done all troubleshooting steps with your support team as well and I got one case number also for the same.

However, your support team had very easily washed off their hands by saying that my device is out of warranty and hence nothing can be done now to fix this issue. 

It is so unfortunate that I have to write down messages every day and even then there is no one in the company who has got a solution to this problem. Everyone is just trying to defer this. My initial thought that Fitbit is intentionally pushing such updates to make the device useless is slowly becoming into a belief now.

I have lost all my faith in Fitbit and won't ever suggest it to anyone.

Moreover, if you really want to help me in any way, please go ahead and do the needful. Some action from your end is highly desirable and anticipated.

Regards

Abhi

Moderator edit: removed personal information

[AbhiD]

Hi @Halenbopp 

I would say that you are fortunate enough that your device is under warranty. Since Fitbit is least bothered to care for Out of warranty devices and the associated customers.

Had it been out of warranty, you would have joined the frustrated group of Fitbit customers, which the company doesn't care about.

[StevenMillen]

Based on the numerous posts on this forum, it seems as though the latest update has bricked many, many Altas. Why isn’t there a solution for this, other than buying a new device or trying to get it replaced if it’s under warranty?

Why release an update that bricks so many devices? I’m surprised this hasn’t been escalated further up the chain.

[LizzyFitbit]

Hi @AbhiD, it's nice to see you around. @StevenMillen, welcome on board.

I'm sorry for the delay in my response, and thanks for sharing your experience with your Blaze.

@AbhiD, thanks again for the thorough feedback about the Fitbit environment, customer service and devices. This has not gone unnoticed, and our team will continue working on our devices to improve based on your comments. Because you've opened a case with our Support Team, I'd recommend you to contact them again to receive more information and details about their resolution.

@StevenMillen, thanks for your comments about the issues experienced with the Fitbit Alta. As mentioned above, our team releases updates for our devices for improvements and any bug fixes, to enhance their performance. Do you have the same issues with your Alta? Also, have you tried the suggestions posted here?

[Whatisthewifi]

Hi again @LizzyFitbit, 

It has nearly been a month since I posted this and have had no help from you in resolving this problem. 

More and more people are commenting on this thread about the same problems they are having with the device, and if you look at the entire "Alta" forum here there are countless complaints of the same problem. This device has very  clearly been bricked and it's frankly insulting that Fitbit thinks it's customers are stupid enough to believe otherwise. 

For some reason, I have not had a formal support ticket put in from you, and I would like this situation to be escalated as soon as possible.

Thank you. 

[Hhellin0365]

I, like the other numerous others who have posted, am having the same problem with NO results from all the suggested fixes!

It is very strange that there are so many of us, who have an out of warranty Altas, all of a sudden are having the same issues! I think it all started about a month ago when my incoming calls started to appear as 'Unknown Caller' and has now progressed to an non-working device. Maybe a ploy from Fitbit to get us to upgrade to new devices? Just seems suspicious to me. 

Looking forward to Fitbit's response with an actual solution to the problem. 

[LizzyFitbit]

Hi @Whatisthewifi, it's nice to see you around. @Hhellin0365, welcome on board.

@Whatisthewifi, I appreciate the time you took to share your thoughts and I apologized if you feel that this concern has gone unnoticed. Be sure that Fitbit will do everything that is on our hands to help you further. I've gone ahead and contacted our Support Team so they can open a case for you. You'll receive an email from them shortly with further details.

@Hhellin0365, thanks for letting me know about your Alta behavior, as well for trying our suggested steps. While there hasn't been any updated released to damage your device, I see where are you coming from and I've requested a case for you. Keep an eye on your inbox, you'll get information about your case.

I'll be around if you need anything else.

[Hhellin0365]

Thanks, they did contact me and offered a 25% discount on a new Fitbit. I decided to purchase a different brand. Thanks for your help on the forum. 

[LizzyFitbit]

Hi @Hhellin0365, I'm glad to hear from you again.

Thanks for getting back and letting me know about your experience with our team. You're welcome, I truly appreciate your efforts and feedback. Our team works on our devices based on the Community posts, and I'm sure your comments will not go unnoticed. You're always welcome back to the Fitbit family if you change of mind.

[Knowl1hn]

I’m having the same problem with my Alta. I checked the help forums, and can’t do a restart, as there’s no button on my charger. The battery will die every couple of hours, even though it was fully charged and as soon as it’s plugged in, says that it’s charged. 

[LJR46]

Have had a fibit for 5 years. Bought a new Alta last year; unfortunately one of the new wrist bands was defective, and I lost it last week. Ordered a new Alta; arrived Sat., set up and it worked for one hour; put it back on the charger and it worked for another hour; uninstalled it then reinstalled it and it worked for 3 hours; had to continually recharge it even though it was fully charged. Seems very much like problem other users are having. Called to get a replacement which arrived one hour ago; installed it. Wow! it works. For 20 minutes.:( Charged it again. Got a notice of update. Computer couldn't find it. Finally phone found it. Charged it again. Still not lasting. So, what is happening? This was a good product originally. Are you blanking Alta's out in order to support your new products? Looked at the Inspire, but the battery/clock are rounded on the bottom and uncomfortable to wear. Looks like I'm going to have to return this Alta and do without. 

[LizzyFitbit]

Hi @Knowl1hn and @LJR46. Welcome to the Community Forums! I'm sorry for the delay in my response.

@Knowl1hn, thanks for letting me know about your Alta. The button is on the end of the charging cable plugged into your computer, just as the one from this picture. Note that we recommend to use any original accessory from either our website or an authorized retailers, as they've been manufactured and tested on our devices.

@LJR46, thanks for sharing your experience with your previous and current Fitbit Alta, and I'm sorry about the issues that you've experienced with them. I see where are you coming from and thanks for your loyalty over the years. Even though your device is new, may I know if you've tried restarting it? Also, is your Alta usually charged by plugging the charging cable in a computer?

[larjame]

Hello,
I have charged my Alta Fitbit and on the app it shows it is 100% charged but on the actual band it shows the battery with ! inside of battery. I have tried some of the trouble shooting suggestions but can not get the screen to show anything but that.

Any suggestions to get this to work again?

[Jetwall]

I’m having the same issue.  The latest example is I charged it completely last night. It was 100% when I left for the gym and at 1200 steps it died.  I got home put it on the charger and it turned on and showed over 50% charged. It didn’t track the 70 minutes of activity.  I’ve charged it again to 100% and it shut off again.  My Alta is 2 years old. 

[Pjpell]

I just started experiencing shut down issues with my Alta (again) too.  After repeated issues with prior Alta devices, I gave up on Fitbit.  The Alta has had battery issues since day one, although to read the moderators posts, this is "an uncommon issue".  Definitely not so.  If you search, you will find my posts about this same problem from a couple years ago.  I gave up on Fitbit after the last round.  Had no interest in going through it again.  But a well-meaning family member bought me one for Christmas (& it was the limited gold edition), so I begrudgedly decided to try once more.  And once again, Fitbit disappoints.  Sure, I will get some kind of warranty coverage when I call to complain, but all this is doing is prolonging the inevitable.  Soon it will be out of warranty and I will get the same 25% off offer many of you have rec'd.  Only when it happens again.  Garmin here I come!  I don't understand why Fitbit won't just admit there has been a battery problem for a long time.  I guess the admission is the fact that they discontinued the Alta.  

[LizzyFitbit]

Hi @larjame and @Jetwall. Welcome to the Community Forums. @Pjpell, I'm glad to see you around.

@larjame and @Jetwall, thanks for sharing detailed information about your Alta, as well for your efforts in getting it to work again. Just to confirm, are you charging your device by plugging your charging cable into a USB port on your computer or a UL-certified USB wall charger? If so, I'd recommend to restart your devices.

@Pjpell, I'm sorry for the experience that you've had with your Alta, and thanks for taking the time to share your feedback. I see where are you coming from as the purpose of your Fitbit is to motivate you toward your goals, our team will continue working to improve our devices. I was going to send your information to our Support Team, but I was informed that you already got in touch with them for further assistance about this situation.

[Jetwall]

I’m charging the unit by plugging it into a wall outlet.

Moderator edit: removed personal information