eSim Not activated/connecting

[burtless]

I can not get my daughters Fitbit Ace to work with LTE. Every time I go to settings->connectivity, the options (network status, etc) don't go anywhere. It works when connected with wifi but when I turn it off or we go outside from the house the device doesn't receive/send calls/texts.

I reset the device but didnt' delete e-sim data.

Any suggestions would be helpful.

[emileeehanson]

Mine is doing the same thing!!

[RiekoC]

Hello @burtless , @emileeehanson 

This help page has the recommended troubleshooting to try when you're having issues with the Ace LTE connection  (<-- click link). 

If the troubleshooting doesn't work, please submit the issue using the Feedback option in the Ace LTE app:

• Tap your picture/avatar in the upper right of the Ace app
• Tap on Feedback in the menu that opens
• Complete the prompts and submit

Please let us know if you submitted a Feedback report so that we can let the team know to look for your report. 

[brandonpence]

In true Google fashion, users report a common issue and instead of saying "hey, something might be going on here" have "experts" send you a canned response to try troubleshooting steps that never work. Note expert just means this person has just responded to a bunch of comments because they have nothing better to do. I'm also having this exact issue and I'm about to take this *garbage* back to the store and cancel the LTE plan. 

Hey Google, why don't you look into it?

[burtless]

I tried all of those steps, even reformatting the device twice. Still not working, attempting to get a refund on our Ace Plan and returning the device. Also tried using chat feature twice and each time they gave me the same link.

[brandonpence]

What a stupid product. It literally can't do the one thing it says it supposed to do.

[RiekoC]

Hello @burtless 

There's a separate Support link for Ace LTE (<-- click link). Don't use the link for Fitbit support. 

[FitbitElli]

Hi Everyone,

Thank you for the feedback on what you are observing with LTE connectivity. Some folks here have performed troubleshooting with factory resetting. The recommendation would be to select erase eSIM when prompted during the factory reset.

To check if the device is connecting to an LTE network, you must first ensure that the watch is either completely out of wifi range or you have actively disabled wifi. Only after doing this would you see the correct SIM status at Settings > Connectivity > Mobile > SIM Status > Network state. More info here.

We also need the Ace LTE to be on the latest software, this can be checked with the steps here.

Our Ace LTE team is investigating these reports, so thank you for submitting feedback. If you have any other details to share that would be most helpful (including when this first started, if LTE was working fine previously etc.).

[brandonpence]

@FitbitElli. No. None of these worked for me including reset with erase SIM. I have updated to the latest version of the app. I have completely turned off wifi. I have left our wifi completely. Nothing works to get LTE working.

As I mentioned earlier, you have sent me canned troubleshooting links of which DO NOT WORK.

Why don't you actually look into this issue and stop wasting my time?

[FitbitElli · Accepted solution]

Thanks for the patience here everyone and we apologize for this experience! We've identified and fixed the issue.

Could you please factory reset and erase eSIM? This will give you a working eSIM. If you have an open case with Support, you will be given a pro-rated refund on the time without a working LTE connection.  If you do not have a case with Support, you can either send feedback via the Fitbit Ace app and we will issue the refund, or you can contact support at g.co/fitbit ace/contact. 

[emileeehanson]

Well I haven't gotten an email regarding this. And I reset esim and everything AGAIN and it did not fix the issue. 

[FitbitElli]

Hi @emileeehanson, if you'd like to send feedback via the Fitbit Ace app, we can take a look and verify if your LTE connection should be working.