Aria can't find my new WiFi network

[Kay001]

Hi, I changed internet providers recently and noticed my Aria isn't syncing anymore. I looked up how to reconnect the scale to my network but I'm having no luck. I did the whole procedure a couple times. I choose the name, give my initals and I put the scale into 'setup active' mode so that the 'Aria' network appears in the list on my phone. I connect my phone to it and go back to the webpage in my phone's browser to click the 'I'm connected' button. Then it takes me to a screen where it says 'Connecting' and I just stay there. There is a pink button underneath that says 'Try Again' which I clikced many times but every time I try again I get stuck at the the same step.

I read around on the forums and found out you can resest your scale by sticking a needle in the back. Did that, got back into the setup, still same problem.

My phone is literally on the scale trying to connect so distance is not the problem.

My previous internet provider actually uses same the network and modems as my current provider does (they just paint their logo on it) so it seems unlikely that it is a compatibility problem. The modem I have new is basically the same one.

What can I do to fix this? Please help.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@Kay001 It's great to see you in our Fitbit Community! I'm sorry to hear that your Aria is not connecting to your network. Thank you for troubleshooting this issue before contacting the forums by the way. Please let me know what is the make and model of your router. Also, does your WiFi password contain special characters? In the meantime, make sure that your router has the settings that the Aria needs. The settings needed are listed in this help article.

Looking forward to your response! 

[Kay001 · Accepted solution]

None of that worked. It is still standing here not working at all. Then I was stupid enough to buy a Charge 3 and now that isn't working either. Always disconnects from my phone. Sometimes, when I go through tons of possible solutions, I get it to connect for a few hours and then it unpairs again. That's another 160 euros for trash that won't work. At this point' Im making it my personal mission to warn as many people as I can about what trash Fitbit products are. 

[JuanJoFitbit]

@Kay001 Thank you for getting back! I'm sorry about the experience you've had with your Fitbit products. I would like help you and try to turn that bad experience into a good one. Please let me know the details that I mentioned in my previous post and I'll be happy to to assist you accordingly.

Regarding your Charge 3, please create a new post in the Charge 3 board so you can receive a faster response for the issues that you are experiencing with it.

See you later! 

[intruderglen]

i am having same problem with my aria.  can get it to go to setup, after a dozen tries my iPhone recognized the aria network, but the process completely stopped after this.  my phone is right next to the aria, but the aria still won't connect to the new network.  

this is not a good process.  and, the help function seems to be very unhelpful.

[iwuzrunene]

So... the password can't include special characters?  like "$"