Charge 5 -- same symptoms, different devices

[rob42]

I’ve just purchased a brand new Charge 5 to use with my IPhone SE 2020 running IOS 16.1.1 today. As is sadly typical with FitBit vs IPhone for me, I have spent the entire evening trying to get the update to install. It froze many times, and I could watch the Bluetooth status screen, and literally see the FitBit toggle between connected and disconnected. I finally got the update installed by power cycling my IPhone *and* the FitBit at the same time, and then they agreed to speak to one another long enough to complete the update.

It did not take long for the problems to start again; maybe another 90 minutes later. Very slow syncs. Failed syncs. While I am in the clock face selection screen, I repeatedly get a pop-up window (that has to be manually dismissed) saying that the device has disconnected. I’m not even doing anything with the FitBit yet.

When I search the forum, I see the same kinds of problems with older iPhones and older FitBits. I have personally *had* these problems with older IPhones and older Fitbits with deathly slow or failing syncs, and Bluetooth connections toggling. Every time I wonder how these problems can still persist after years. What percentage of FitBit customers put up with this? “I’ll buy the new one; it will finally be fast.” No, same as the last several generations of FitBit and IPhone.

All of the fixes just seem to be of the “unplug it and plug it back in” variety. Reboot the phone. Reboot the Fitbit. Turn Bluetooth on and off. “Forget” all of my Bluetooth devices and re-install the FitBit. Why not just admit that I have purchased something that doesn’t work well? I just installed it for the first time – why would installing it again be a solution? I also see people saying things like. "Bought it. Returned it. Returned it again. Third one works with no problems whatsoever."

I'm open to suggestions before it goes back.

[Odyssey13]

Get with support. They can tell you what options are available.

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[ChrisHS]

My wife has just purchased a 5 for my upcoming birthday as a replacement for my 3 which has a blank screen and has to be ‘forgotten’ and reconnected to Bluetooth to sync every time.  I have an iPhone as well.  Why did I go for another Fitbit?  I like the app, no other tracker/smartwatch has the battery life and functionality that I like etc. If I have similar issues I’ll send mine back and forget about having a tracker/smartwatch and just use my Garmin 235 for recording my runs/rides as I do now anyway.  BTW the Garmin app is not bad but not a patch on the Fitbit one.

[rob42]

This morning, it would not sync.

Bluetooth off and on did not fix it.

Phone on and off got it to sync.

The sync is still (usually) slow -- a minute or more. 

"Sync is taking a while -- Sit tight"

I would blame the phone because a phone reboot "fixes" it, but my phone Bluetooth works flawlessly with many third-party devices, everything from earphones to electric car chargers, and I usually go weeks or months without turning off my phone. Only the FitBit cannot talk to it. This has to be some conflict with the way FitBit implements Bluetooth, and it's been a problem for a long time.

[rob42]

FYI, still won't sync and/or very long syncs. I parked the Charge 5 and took my Inspire 2 off the shelf. New software installed on the first try in a few minutes. Synced right away. Sync takes less than 10 seconds.

So I can restart my phone all day long, but it's the device. I have a lemon Charge 5. I will just return it. Not sure whether or not to try something else. I really liked the new strap design on the Charge 5 for sleeping. The Inspire 2 wakes me up for some reason -- hard edges?

I never got offered my trial premium subscription, which I was told I would have to wait for in the app.

[ChrisHS]

Yes my charge 3 won’t sync now but shows the battery status as I am charging now.  If my 5 doesn’t work when I get it in  a couple weeks, it might as well go straight back.  Fitbit seems to be going to hell in a handcart.  Shame really, I must have had one continuously for 9 odd years. BTW I tried switching my phone off and on but no joy.