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Sudden battery issues

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‎07-25-2022 10:07

‎07-25-2022 10:07

I have not received any firmware updates in some time, currently running 149.11. I have not changed any settings or apps in months.

 

My battery in the last few days is dying within hours. I have only had the charge 5 for a few months but was getting consistent 5-7 days on a full charge. Now it loses charge rapidly even with stationary and idle. Nothing has changed on my end, I don’t use GPS or any apps. I track workouts and wear it for other passive health metrics such as sleep and heart rate.

 

I am very disappointed in the customer support. I have been told to wait for a firmware update, with no indication on how long I have to wait. In the mean time I have a device that is not fit for purpose and my years of logs through various Fitbit devices now has lots of gaps and inaccuracies due to this faulty unit.

 

Very disappointed with the “support” for a premium device that costs a premium price, especially as a premium subscriber!

 

Any other company would recognise there is an issue and send a replacement, instead I’m told to wait between now and forever for a magical firmware update that may or may not fix the issue. Judging by other posts I am not very confident a firmware update is going to help.

 

I have been a customer for several years, owned several devices and all have eventually failed but never this fast. It’s highly upsetting to be treated with such disregard. I guess I’m the fool for buying more Fitbit trackers despite my previous ones dying.

 

 

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‎07-25-2022 12:46 - edited ‎07-25-2022 12:56

‎07-25-2022 12:46 - edited ‎07-25-2022 12:56

I came here to see if anyone has the same problem, and what you describe seems to be what I am experiencing.  Since last week I have had the battery go to zero with <24 hrs from charging it on multiple occasions.  I made no settings changes and didn’t install any update recently.  Like you I am on 149.11.

 

Given that this happens without any settings or firmware changes, it seems unlikely that it would be fixed by a future firmware update.  More likely it’s a battery hardware issue.  I am going to reach out to customer service.  The device is still under warranty.

 

edit: looks like there are many more with this issue:

 

https://community.fitbit.com/t5/Charge-5/Charge-5-losing-charge/m-p/5192513#M19597

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‎07-25-2022 13:19

In response to TravelGeek

‎07-25-2022 13:19

Support told me to wait for a future firmware update which I find concerning. As you say it seems much more likely to be a hardware issue with the battery based on the circumstances. We have changed nothing on our end why would the firmware suddenly be the issue when it’s been fine for a long time.

I can’t understand why they wouldn’t just replace the unit as it’s only a few months old.
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