Bluetooth connection issues between Ionic and DTEK60

[Bujica]

Hello,

I've had the Ionic for a few months now, it worked fine in the beginning (maybe first 2 months), until the (in)famous firmware update that messed up the alarms. Since then, even though I have updated to the latest firmware, the Bluetooth connection does not work without un-pairing and then re-pairing device first. So every time I am trying to synch it to my phone, I have to un-pair the device first. After it's synched, the bluetooth connection is lost again, so I am not getting any notifications on the watch (it used to work fine for the first couple of months I had it). I've done a factory reset and tried a lot of other things, nothing seems to work. Does anyone have any ideas? Thank you!

[Bujica]

Hi Joyce,

First of all, I am really sorry you have to go through the troubles you mentioned. It hasn't been an easy sail for me either, but so far I am in a good place. I have complained in the past and none of my posts got deleted, not sure why yours would. A complaint is most times a valid point from the most important person, the customer, right? Trying to understand what the actual physical location of Customer Service has to do with the quality of service they provide, I am just guessing here, but I think it might have to do with the time you get a replacement device (sorry if my assumption is wrong). I am located in Canada and both me and my hubby had to be sent new devices (mine had bluetooth issues, hubby's screen went berserk), they were both sent to us locally and we got them in 2 days - which tells me they have at least a warehouse somewhere close (don't remember the exact shipping address). So where their Customer Service is physically located has no bearing on where the devices get shipped from. I guess they are also trying to minimize their costs, like any other company, so they are setting up their logistics like this. Not to defend them, as I realize my experience has been a very positive one, but by nature I always try to see from both angles, try to understand everyone's perspective.

Hope all your troubles will be fixed asap, all the best!

[joyceedep]

As I have been stating the problem is the passcode. I had to figure this out for myself.

The issue is however that you cannot delete the passcode without doing a factory reset. Factory reset causes you to lose everything not synced. You can’t sync because of the passcode so all data is lost. For me it was December thru half of March.

I have a replacement watch which I did. It add the passcode. As a result I cannot use any premium features. But my watch and basic features work perfectly now.

But why doesn’t fitbit announce to its users to remove the passcode until they resolve the issue instead of causing such turmoil and disgust amongst its users? Why do users have to waste hours trying to sync their devices when ultimately they will not be successful if they have the passcode? Be honest about the problem for g-d’s sake.

Moderator Edit: Word Choice

[SunsetRunner]

@joyceedep I'm not sure why you're having problems when your Ionic is locked but I'm able to sync mine when locked. Can also see my heart rate too. Locking only prevents you from going to the apps or settings.

[SNW]

I am going through the same problem but my phone is iPhone 6s. I think the problem is the lonic watch Bluetooth connection issues and detecting steps and sync issues with app. I reset my watch paired up etc it worked but still I get connection issues 

[SNW]

My lonic Bluetooth does not work constantly . I bought this watch about 3 months ago and it worked great for a while but then I started having Bluetooth connection issues etc. Resetting watch does work but is temporary solution 

[Biglotz]

I’m having similar issues and am about to give up. Have tried EVERYTHING you suggested over a dozen times now (a few hrs I can’t get back).  My frustration level is dangerously high. Please advise 

[SantiR]

@Biglotz Welcome to the Fitbit Community! Thanks for reporting the situation you are experiencing with Ionic connecting with DTEK60. Thanks for trying the steps shown here in order to sort this out.

Are you experiencing trouble pairing Ionic with it or syncing it?

By checking the list of supported devices I noticed that the BlackBerry DTEK60 is not listed there. Usually, when a device is not listed; it is possible that some issues like this may happen. However, it may still work by trying the steps here (I think you already did).

Are you able to try with a different mobile device or a computer?

Hope this helps. Let me know how it goes! 

[Bujica]

@Biglotz, since my last post (in March), my watch has worked like a charm, sync has been seamless, notifications and alarms spot-on. If you are having issues, please contact Customer Support, they're better at diagnosing what's wrong and doing tests with you than you could get in a forum. If you have a DTEK60 and they tell you it's not on the supported list, yes, technically they are correct (so I am expecting potential troubles with new updates) but so far it has worked great and I had no issues whatsoever.

[SunsetRunner]

I have the same problem with a galaxy s9 all of a sudden. My ionic always stayed connected now 5 minutes at most.