Pace/Lap display in Exercise

[Jdmcb66]

I have a Charge 6 and Iphone and within the past few days my laps/pace on my exercise details page has gone crazy.  I walked tonight, 2.23 Miles at average 19' pace.  The detail at the bottom says Lap 1 - 11'41"/mi = 3.63 miles.  I know my laps are set at 1.0 mi. I have gone back and earlier exercises that had lap1, lap 2, etc... now have similar one lap with ludicrous distances and no individual laps.  This makes me nuts, as a runner I want to know what my lap times are for training and improvement.

Anyone that can help would make me very happy.

[JuanFitbit]

@Brickyard8590 , Thank you for your reply! I get where your frustration comes from. 
I've forwarded all your feedback to our team so they can continue with their work on a solution. 
I haven't received any time frame yet, on how long they will take. 

I haven't updated the thread as I haven't received any news about this. 
I don't want to only post, that we are aware of this every day. I'll update the thread when I get news, so that you all don't get upset that I only post the same thing every day. 

But if you all agree I can post an update that we are working on this,  every day. That depends on you all. 

[Bobmtrack]

You haven't received any news on this in two months?  I don't know who your "team" is at Google but this should be the utmost and absolute top priority for everyone at Google who is associated with Fitbit.  You are losing customers and Fitbit's reputation is suffering irreparable harm every single day that goes by that this is not fixed.  And this is not the first F***-Up Google has made with the App in trying to update it.  There were never any of these problems or issues before Google acquired Fitbit.  I know something about App programming and if this was any sort of priority with top notch programmers working on it then any "team" would have fixed this already.  And with regard to customer service, the answer should never be "I haven't received any news about this" for almost two months straight now.  I would be fired from my company if I told my boss for two months straight that I had no update from the "team" on a critical project.  What exactly is it that you do at Google? 

[Lynn975]

My calories and laps all happened at the same time. I believe it is all the
same problem!

[Wanch]

@Maryonmars ...  Yep.  I did!

[MjeSongs]

I’m ending my subscription and switching when it expires next month. They don’t answer the question about re-instating the proper data so I assume they won’t. Its a shame - I liked my versa 4 very much but I don’t want to pay for an inferior service going forward

[Luluci]

I bike every weekend and my mile lap data is not coming through correctly at all.  For instance, when I biked 7.63 miles, the lap data says that I biked12.39 miles with really fast laps when I never bike that fast. When I biked 20 miles, the lap data says that I have biked 32 miles with each split lap as biking much faster than I actually biked.  So, no - the bike data is not coming through properly

[Paul1964]

google seem to have trouble understanding the difference between miles and kilometers.

In case any google developers look at this, 1 mile =1.609 kilometres. The same applies to mph & kmh (they're speeds by the way)

[DLK1868]

Tracking pace per split is a fundamental use of a fitness tracker.  Like others, the quirks have gotten worse last couple of years.  
2 months is way too long to fix a fundamental feature that used to work just fine.  Lack of updates on status is unacceptable.   I’d be embarrassed to write ‘still working on it’ everyday, but since this appears to be a widespread issue, perhaps that is best. 
if it is not fixed within the next 2 weeks will there be some sort of compensation or restitution to your highly frustrated customers? 

[Wyldecat]

Hi Juan, appreciate the follow-up. I work in systems and I understand that there are soooo many factors at play for how and when development work gets completed - even when it is an urgent matter. I am sure the team is doing what they can to resolve the problems. 
Being at the brunt of client dissatisfaction is not easy, so, thank you for trying to find a solution to keep people informed. A daily message saying the same thing doesn’t seem reasonable or effective. Perhaps another solution is to share more information on why the issue has occurred, where this issue is on the priority list of the developers, whether the fix needs a major or minor release to resolve and when the next releases are scheduled, whether the fix will be comprehensive and retroactive, and whether there may be any compensation provided to users (refund premium fees / free subscriptions). 
It would also be helpful to know what the community should do to escalate the priority of this issue. Is it replying on this thread, ‘up-voting’ the posts and all the replies, creating new posts for same problem, or is there an email inbox or other communication method that users should be directing their frustration?

thank you, 

Cat

[EDB112233]

I just want to echo this message from Cat and many others on this thread. 100% agree on all fronts. 

Additionally, others have posted that during this frustrating time they have just transitioned as opposed to wait (Apple Watch etc). I will openly admit that this thread does not encourage me to go with any Google options/platforms. Instead I am also very close to pivoting to an alternative (non Fitbit or Google product) given how disappointed I have been with recent changes and (almost more importantly) the lack of response to concerns and feedback. I am days away from switching permanently after over a decade of Fitbit use. 

[SunsetRunner]

Agreed. Anytime you post anything negative or mention a competitor product they delete your comments. I’ve been a loyal Fitbit owner for many years but now find I need to switch brands due to the constant taking away of things that made Fitbit a great fitness tracker.

Sent from my iPhone

[Bobmtrack]

I agree this is intentional by Google.  I'm not sure why but nothing else makes sense at this point.  

[DLK1868]

I too have been on the customer facing side of a technical issue…and
understand that publicly detailing an issue or place on a priority list is
not always feasible due to competitive situation, uncertainty that the path
is the right one etc. it is quite the challenge!
Hopefully the corporate process is now providing the customer facing team
with better statements than “I have not had an update in x period of time”
, and providing those statements at least 2x per week on a widespread
issue.
Has the root cause been identified? If so, a broad statement does not
divulge proprietary information, yet gives confidence that it is being
addressed ( of course only if it truly is identified) Point is, Google
has a Communications Team that should be managing the communication and
building contingency plans to retain customers.
The users being impacted by this glitch are wanting more than step counting
and sleep monitoring. And will find alternatives. I too have been a 10+
year user who moved up in models as my fitness goals evolved, and this
fundamental glitch is close to being the final straw of other nuances over
the last couple of years. Extra frustrated as I just upgraded to the
Charge 6. And signed onto Premium ( granted, in part because I was tired
of the notifications asking me to!)

[willswords]

Because of this I've stopped recording with my FitBit. Instead I just use the Strava app on my phone to record my runs/walks. I still wear my Charge 5 to keep track of my steps/heartrate/active minutes. The FitBit app and GPS have just become too unreliable.

[ClayW8]

Hey folks, I found a fix. The update turned off tracking. Go to your exercise, whether it is a walk or run. Click on it. Then swipe up. The mileage or laps was automatically turned off in last update. Turn it on an update the lap length you want.

just went for a 5 mile run and it had all my mile splits! First time in a few months!

[HBT06]

I tried this and the splits are still all messed up. One mile splits say .81 miles and they add up to way more miles than I ran. I was excited to find this fix a week or so ago. Then quickly disappointed once again. 

[Bpet2]

I did the same.  It appears to work, then I noticed that each split shows that it is for 1.61 Miles (when my laps are actually set to 1 miles). I don’t know if this sheds any light on the issue, but if I multiply the time ran for each split by 1.61 and add them all together. it seems to be very close to my actual total run time.  Maybe Fitbit simply needs to do that multiplication and change it from showing 1.61 Miles to 1 mile.  Since 1.61 miles equals 1 kilometer, could be some simple fix if they were working on it.

[Bobmtrack]

I have never used Strava but am a big runner.  Can you sync it with your Fitbit watch or do you have to hit a 'Start button' on your iphone with the Strava app.  I.e. if I want to accurately record my pace and distance do I have to use Strava on my iphone separate from or without the Fitbit watch?  

[aligwallace]

You can sync it to your watch! I just started doing this and it all automatically syncs once you set it up.

[SunsetRunner]

Yes, Nothing has improved after all the updates. The GPS on my Sense is way different then the Fitbit app on my phone. My sense is reading about half the distance from my phone. The pace laps on the phone are still not recording correctly. No improvements yet. My family and other fitbit users in my local community are having the same issues. Very frustrating.