Cellular network

[Aiolos]

We have been experiencing awful cellular network and GNSS coverage with the ACE LTE so far. About 70 to 80% of the times the location reported is either wrong or can't be computed, and messages aren't delivered to the child because of no network. Is this a known issue? 

[LZeeW]

@Aiolos   I'm not sure if there is enough experience with the device to have known issues.  Can you give some more details that might help Fitbit?  Where are you located?  How reliable is the cellular service for cell phones in general?

[Aiolos]

We're actually located in South Florida, and not in the middle of the Everglades but next to Miami. I have two lines, one uses Verizon and one uses Google Fi and never experienced any connection issue. I'd say I didn't expect for the watch to have this connection/location issue. On top of that, we also own a Garmin Bounce and that one appears to be by far more reliable both in GPS location accuracy, reliability and LTE connection. I know the watch is new but for now this is the feedback we collected. I'm wondering if others are experiencing the same or maybe it's just a defective unit.

[LZeeW]

@Aiolos   I notified Fitbit of your issue.

[LZeeW]

@Aiolos   Please restart your Ace LTE.  Press and hold the top button until the menu appears.  Select Restart.  Please make sure you have an adequate charge.  I just did a restart and it used almost 10% battery charge.

[Kevinbng86]

I'm located in the western suburbs of Chicago and am also experiencing the same issues with cellular service. That just one of the issues though. My son's watch is getting really terrible battery life, less than 12 hours some day, even when in school mode and most times when my son calls me or I call him neither of us can hear each other. Google Support is sending me a replacement and I'm hoping it resolved some of the issues.

[MrVacca]

Hey @Kevinbng86 - I hope the new device helps with the cell service and battery life. Just a heads up on battery life, I do have to charge my daughter's Ace daily. It usually has about 20% left after 12 hours of use. I think this is the norm, but it shouldn't be dead within that 12 hour period.  Best of luck with the new Ace!

[Aiolos]

I would like to give some updated feedback, the restart definitely helped in our case. There are still some gaps in cellular connectivity here and there during the day, i.e. location not updated or messages sent but taking their time to be delivered, but reliability improved by quite a lot.