Avg bpm and HR zones not showing up in Exercise

[AK220]

My device is recording my heart rate as usual but it is no longer showing my average bpm and time in each heart rate zone associated with logged exercise.  I am syncing with my iPhone SE.  

[SunsetRunner]

I also Tweeted to Fitbit support, detailing everything, including mentioning this thread. They asked me to send my case number and email address and stated they would take it from here. I DM’d them with my info and I included this message:

Thank you for looking into this issue. The average HR/GPS is a factor in analyzing and improving my runs. And, at my age, it’s become a safety issue. Many people are experiencing this same problem. I’m training for a race. Unfortunately, if it’s not fixed soon, I will be forced to leave Fitbit and purchase an Apple Watch.

If you have have a Twitter account, try reporting this issue there, too. It’s a public platform so they might address it sooner.  

[RBotes]

thank you, I will Tweet and FB and whatever... this is a real problem!

[dqgo]

Same issues for me too

[SunsetRunner]

I am behind frustrated! They gave me further instructions:

“Since our previous recommendation did not work, we'd like to suggest the following:

Force quit the Fitbit app

If force quitting the app won't work, uninstall and reinstall the Fitbit app.”

i did exactly as instructed. Not only did it not work, but now, every time I try to set my cue for running, the app crashes! 

Are you kidding me!!!

[Jellyjud]

This is so frustrating.  Latest response from fitbit- dont use your phone to track exercise just use fitbit and you will get heart rate data. Seriously.  Have they removed heart rate as a feature on tracked exercise. Why  would they do that? What a useless response. I will  have to buy a different brand if this issue cannot be resolved

[dqgo]

I just updated the Fitbit app this morning, but I’m still not getting hr data in my gps runs.

[RBotes]

from FITBIT and my response. It seems they don.t know how to fix the problem.... my response ##

From: https://contact.fitbit.com <https://contact.fitbit.com>
Sent: Tuesday, 06 August 2019 11:25 PM
To: reets.botes@gmail.com
Subject: Re: Alta HR - Syncing - Android - #31661100 [ ref:_00D40N2lj._5000b1Vz4Zg:ref ]

Hi Retha, 

We'll be glad to help you resolve syncing issue of your Fitbit Alta HR. 

To further assist you with your accuracy concerns, it would be great if you could tell us more about the following:

- What kind of activity/exercise were you doing when you noticed the discrepancies?

##RUNNING as I always do on the timer via app
- How are you wearing your tracker? How close and high on the arm are you wearing your device?

##As per instructions tight left arm 2 fingers from wrist. As I ALWAYS do
- Where were you when you noticed the hr inaccuracy? Please also provide the date and time when it happened. It worked on 29/07/2019.

##I ran my usual route and time as ALWAYS. It has not worked since 30-07-2019. I have had 4 runs since. All not working. HR stats suddenly does not show. See attached screenshots – you will see on 30-07-2019 HR graphs and stats is not there! I have changed NOTHING on the app or anything. This is MOST frustrating. The info is on the Dashboard, but no AVG BPM is indicated per exercise session.
-Do you see any green light at the back of the Fitbit

##YES it works perfectly. HR is monitored, but stats not showing in my run, only daily HR graph. I need ANG BPM for the session for medical aid!

-Are you wearing Alta HR or Alta band?

##Alta HR original as purchased.

Furthermore, heart rate can be affected by several factors including air temperature, stress level, physical body position, and medication use.You may click this link for more information about tracking your heart rate: https://help.fitbit.com/articles/en_US/Help_article/1565

##none of the mentioned has changed between 26-07-2019 and 30-07-2019

We are looking forward to your response for further assistance.  I hope you can solve this issue asap.

##It seems like a software problem at FITBIT or app.

Sincerely,

Lorena B. and the Fitbit Team

[SunsetRunner]

This is NOT a fix! If I bought a TV and let’s say Sony did something on their end to nullify an important feature, I would expect Sony to issue a refund so I could purchase another one from a reputable brand. Fitbit broke the contract by promoting a feature as a selling point, only to remove it later. Trust is everything. If this is their fix, they’ve lost mine.

[SunsetRunner]

What BS! Either they totally misunderstood the issue or their response is meant to pacify you - buy time because they don’t know what they’re doing. Either way, this sucks!

[GmanStan]

This is ridiculous. I'm having the exact same issue as all of you guys. The last time that it worked for me was the 25th July.

Very frustrating.

[kcolello]

I am also having the same issue 😞

[LiliyaFitbit]

Hi everybody, thank you for participating in the forums. I am sorry for the delayed reply. 

Thanks to all for the efforts to resolve the issue with the heart rate data, sharing the additional details and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I would like to confirm that we’re aware of this issue and we're working to identify a resolution as quickly as possible. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution. I understand that this can be very frustrating and appreciate your patience while we work to improve your experience.

I am sorry for any trouble. I'll be around if you need further assistance.

[hicksiehx]

Hi LilyaFitBit,

I think what people find frustrating is Customer Support not listening to our feedback and persisting in trotting out the same suggestions which we have all tried and which continue to fail. In my own case I  have had two replies from Customer Support that clearly show that they haven't read my emails properly and in both of them they  haven't bothered to answer the simple questions I asked. This is not good customer service. I can understand that some problems are difficult to solve but not bothering to read emails properly is another thing.

Sorry to 'unload' on you but perhaps you can make a suggestion as to how to get someone in the FitBit organisation to actually listen.

[SunsetRunner]

Right! They seem to be following standard response protocol. After my fourth complaint through email, they said they are moving my case to a higher department. My sister received similar responses after a glitch in sleep analysis. When they still didn’t provide a fix, she left Fitbit and bought an Apple Watch.

I get the feeling we’re being played. It sounds to me like bad coding in the App.

[LiliyaFitbit]

Thank you for your replies @hicksiehx @SunsetRunner. 

I appreciate your participation in the Forums and sharing your experience with Customer Support. I am sorry for any inconvenience, thank you very much for sharing your feedback since this helps us to keep improving. Please know that we provide feedback to our team based on the Community posts in order to improve your Fitbit experience. 

If you have any questions, feel free to let me know.

[hicksiehx]

I got this from Customer Support this morning August 9th 2019 (Australian Eastern Standard Time):

Hi Steve,

Thank you for the response.

We'd like to apologize for the previous response. We are indeed humans here at Fitbit who are answering your email queries.

We also appreciate all the information you've provided and we do take them as feedback from a valuable customer such as yourself.

With that said, we'd like to let you know that manually logging an exercise doesn't record heart rate data.

We hope this helps and let us know if you have further concerns.

Sincerely,

Daryl D. and the Fitbit Team

So now they are saying that FitBit doesn't record HR in manual logging mode. Well we all know it used to. My FitBit is still in warranty. I will be asking for a refund. It's next to useless without that feature. It took 4 emails to Customer Support to get this information. My Blood is about to boil.

[SunsetRunner]

Thank you for the response. You said if I have any questions to feel free to ask. I am taking time away from my family to respond to your reply in hopes that you were being honest about welcoming my questions and not just playing me.
When can I/we expect a properly functioning product again? Exactly what is causing these bugs? Is it bad coding/app? Does anyone know where the problem originates? After the last update, my HR/GPS issue was compounded by more bugs. I can no longer set a .5 cue. The app crashes. My husband has a One and immediately after the update, he too now has a cue bug. I was sent instructions for him to follow but they didn’t work. I informed support/email about the results but I haven’t heard anything back from anyone. What is being done to resolve these issues? The following is not a threat, just a fact: I’ve been researching Apple Watches and found one I like. I want to know an expected timeframe for resolution so I can judge whether or not to finish my Apple order. I will wait until the end of the week but then, I’m done. If you don’t attempt to answer my questions, I’ll be done sooner. I’m tired of support addressing me without providing ANY answers and absolute NO fixes.

[SunsetRunner]

Steve, I googled Fitbit/Customer Service complaints. There are so many, I couldn’t possibly read them all. The Better Business Bureau has scores of complaints, especially about warrantees.

Check it out and good luck! 

[kuan0]

Now i regret updating the app. Can this be fix ASAP!!!!

[SunsetRunner]

Glad I found this forum! Same thing has been happening to me since July 29th. So disappointing. I loved my Fitbit but now looking for something else!