Sharing Latest update on the Sleep Algorithm Disaster

[whollis]

Starting a new thread - got off the telephone with yet another Tech Supervisor looking for a status on how they'll fix the flawed algorithm.  He was unfortunately uninformed, rather condescending in his English as a second language and interrupted me several times.

His "DMV" response was - No, we are NOT rolling back to the previous algorithm as that's impossible to do.  If you are that unhappy with the improvements on a one time basis we'll reimburse you for your Charge 6 if you are that unhappy with the improvements.  Deeply insulted, I told him I'll happily watch us loyal users kick Google to the curb for incompetence + arrogance.  No empathy, no sympathy and clearly defensive of what's been done to destroy credibility and not even give an estimated time frame for "Improvement #2" that will help me how for years I was duped into fake numbers, and now even when i feel well rested and refreshed with an 82 - 84, I'll adjust to scores of Poor to Fair the majority of the time.  I told him the issue raised by so many is now even appearing in AI searches for "Sleep tracking issues with Google Fitbit".  His response - more crickets.

For those that bought other devices (non-Google only please) I think we'd all appreciate knowing what specific model you changed to and if you are happier with the device you selected! Thanks in advance for those that share.

@StefanieFitbit Perhaps you can explain in your Moderator role why you've been deafeningly silent with no responses to anyone and just stand with your Pom Pom misleading PR post about "improvements".

[Copland]

Why is the only information about this change coming from Fitbit Support and not from the Community Leaders?

[whollis]

The Moderators are inside paid PR people - her original post was insulting to me once I knew the facts which were dang near impossible to obtain.  People are leaving - maybe when sales of Premium memberships and they don't roll out a Charge 7 it's clear this is headed to the garbage bin of tech.

[Purrstachio]

I am pleased to tell you that I did get valid information (finally - after 4 cases) from Fitbit Support (Help, not Community). The agent (Johnny) told me that it was indeed a result of the latest algorithm change. He also said that my best bet was to bombard the Community forum as many other customers had done. I did that and saw (as he said) many many complaints. I'm glad to know it wasn't just me.

Now the good news. Has Fitbit possibly fixed it? I received update to version 4.5 yesterday with the very nice dark mode (thank you). This morning my Pixel Watch 3 showed me a normal sleep pattern (only a little over 1 hour "awake" time) with a score of 80. I haven't had results like that in months - I've been lucky if the awake time has been less than 3 hours and score has been in the low 60's.

If Fitbit has fixed the algorithm, thank you. I am hoping last night was not just a fluke.

[whollis]

I’ve had the V4.5 since 8/21 and I use the Charge 6.  No real consistent reliability of fake awake time.  The other morning it was a 54, POOR score I get maybe 2x a year, usually involving travel and a 4AM wake up time.  I also got an update today with my escalation supervisor with the news that “they” haven’t reached the point of enough complaints to see it as an issue.  I told her that was complete Google BS - the Board, AI & Reddit are flooded with complaints it’s now useless.  Think she’s trying to get approval to replace my Charge 6 as a “warranty” even though it’s beyond the cheap 1 year warranty - EU customers get 2 years!  Keep you all posted but again I encourage everyone to rant if you are having ongoing random issues with “awake” time being excessive and the resulting lower sleep score.  My monthly average has dropped 12 points since the June change. I expect the trend to lower, meaningless sleep,scores and fake awake time to trend downwards.

[edheim]

My biggest issue is that sleep score became intermittent about 2 months ago i.e. most days there isn't a score now. It was rock solid prior to that. I have a charge 5.
How do you get to a "escalation supervisor"? I've had a complaint with SpO2 giving no data for several months and have been told " We’re aware of it and are working to identify a resolution as quickly as possible." Several months later no resolution .... When I asked how I can escalate, I was told that customer care is as high as I can get.
Just to note that in Australia the offered warranty doesn't matter i.e. it is legislated that a product should meet customer expectations i.e. if it is reasonable that a product should have a life of say 3 years, then that is what should apply.

[whollis]

I'm in the US - when you  reach level 1 tech support, say I've had a chronic problem that's never been fixed and your "basic troubleshooting" required steps have already been followed = reset the app, logout of the app, repair the device, etc.  All idiotic when you learn the truth they secretly changed the sleep algorithm on their servers....and then ask to please speak with a supervisor for escalation and creating a case. That should get you started - most are very good but most still aren't aware of the issue. I had one the other day that was just plain nasty and rude and offered to buy my silence by refunding me money!

Good luck - be patient, polite but most importantly PERSISTENT you want this fixed due to the faulty new algorithm.

[Stormblaze1393]

My Google Fitbit membership sits canceled for now. I posted screenshots on another post. The sleep tracking isn't just wrong but getting 2 overlapping entries everyday. One has all the stages, the other is the basic stages. 

I admit I connect most of my stuff through Google. We both have Google Pixel 2 watches. Google Pixel 7 phones. With Google AI like Gemini and had a paid membership. We shouldn't have to sort out the garbage sessions it makes. Been trying other apps (even paid) but haven't seen anything else as polished as Fitbit that's also an all-in-one.

[RobertMW]

Is there a phone number where you can talk to a real person? I have posted about this a few times but get no official response.

[Purrstachio]

Nope - guess the one fairly "normal" night of sleep data was a fluke. Last night was almost as dumb as it had been - with 2 hrs. 44 minutes "awake." and a score of 71.

[rod17]

not fixed here 
I got a 36 yesterday. shooting for twentys next!!

[whollis]

So here are last night’s “improved results” - no score, fake awake time, including absurd hour to fall asleep.  How does one improve their sleep health and quality with such garbage?  I probably got 6.5 hours of restful sleep since I didn’t wake up groggy, restless or otherwise.  Obviously the anxiety over this issue is in fact affecting my health/stress level and heart rate.  HRV was in my normal range.

[RobertMW]

I have the same issue with the 1-2 hours to fall asleep. My wife stays up normally and goes to bed an hour or so after I am asleep. She says I am fast asleep and I never hear or notice her turning the light out. Yet my flawed Fitbit says I am "awake". It does this almost every night.

[Copland]

Hi All

Here’s a list of all the separate posts regarding the sleep algorithm change in June 2025.  I doubt the list is complete as it only covers the Fitbit Charge 6.  Possibly the moderators could put together a complete list, or combine all the sperate posts into one. 

Better yet, perhaps they could advise the Community as to whether or not Fitbit believe there is any current issue with the sleep tracking accuracy and, if there is an issue, when does Fitbit intend to address it with an update?

https://community.fitbit.com/t5/Charge-6/Inaccurate-sleep-on-Charge-6/m-p/5763799

https://community.fitbit.com/t5/Charge-6/Charge-6-sleep-data-inaccurate/m-p/5767680

https://community.fitbit.com/t5/Android-App/Your-sleep-tracking-just-got-more-accurate/m-p/5779917#M...

https://community.fitbit.com/t5/Android-App/Sleep-timeline-June-24-changed-the-next-day-and-sleep-st...

https://community.fitbit.com/t5/Charge-6/Fitbit-recently-changed-Sleep-Algorithm-massive-increase-in...

https://community.fitbit.com/t5/Charge-6/Sharing-Latest-update-on-the-Sleep-Algorithm-Disaster/m-p/5...

[RobertMW]

Awesome work! There are many, many more frustrated people out there that do not know of the issue or have not taken the time to find this forum. Thanks for your efforts - Rob

[Copland]

Only silence from our esteemed Community leaders, including  @StephanieFitbit  @CrisVillaFitbit  or @JuanFitbit

[Copland]

Time to toss my Fitbit in the trash and find a new device that works, thanks for all your amazing help guys @StephanieFitbit  @CrisVillaFitbit  or @JuanFitbit you really are legends!