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Charge 5 battery issue and customer support response

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‎05-22-2022 06:34

‎05-22-2022 06:34

My Charge 5 has a battery issue and customer support says to wait for firm update. How long will be the wait to address the battery issue? I pre-order this in early September and was received by the end of Sept 2021.   I have been having a battery issue for the last week. The battery was draining so quickly. However this time, it will not charge at all. It stayed at 1% even if it stays charged overnight. Decided to  contact customer support and she just said to wait for the firm update.   I asked when will be the update made, customer support says, just check for firm upgrade from time to time... 

this will be helpful, right?       

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3 REPLIES 3

‎05-22-2022 09:07

‎05-22-2022 09:07

There is a very long thread about this - you may want to look it over: https://community.fitbit.com/t5/Charge-5/Charge-5-battery-draining-too-fast/m-p/5148996#M15205

 

There are some interesting, possible solutions in that thread - one of which involves (if you can!) charge your Fitbit to 100% and then on the device go into Settings and perform a reset.  Many people have reported that helps - although some have said it has to be done every time you charge.

 

You probably will have to start with a reset using the charging cord - there is a little button on the USB plug side. Press this three times with a short pause in between and the device should vibrate, followed by the Fitbit logo, another vibration, and should reset in 10-15 seconds.

 

However, many of us tried all of these suggestions are in the same boat - waiting for a firmware update...so  be prepared for that.

 

Support will give you some things to try to extend your battery life - turn off GPS, SpO2, etc.  I don't know that anyone has had much luck with that - maybe they are just going straight to "wait for a firmware update?"

 

Unfortunately nobody from Fitbit has offered any insight into when a firmware update might be coming. It seems like there are a bunch of people here willing to beta-test it, if they are interested!

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‎05-26-2022 05:09

In response to Bunchadogs

‎05-26-2022 05:09

Read the community thread about charge 5 battery issue before i contacted customer support.  Did all the suggestions in the thread but not one worked.  Calling the customer support is the last resort. Now, it is wait and check for firm upgrade...  

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‎05-26-2022 05:22

In response to Reyna_Ma

‎05-26-2022 05:22

Welcome to the family!!!

 

I've trying the 100% / reset trick from that thread off-and-on with different settings - there do seem to be changes, I've seen battery drain as low as 4% per hour, which would give me nearly a WHOLE DAY! 

 

I've also seen consistent changes - I've had 5 hours of nearly constant 12% per hour and I've had 5 hours of nearly constant 8% per hour....when not paired or synced with my phone / app I've even seen 3 days of life with still nearly 30% battery left!

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