FItBit Ionic Step Count and Heart Rate Keeps Increasing

[Shivan]

Hey there. I am from South Africa and had my Ionic for 2 years now and it was great. About a month ago the fitbit heart rate monitor stopped working and it was freezing a lot. I followed the forum advice and rebooted and cleared my device and reset to factory defaults. It worked to some extent because the freezing stopped and the display is working 100% however the step count just keeps increasing even when im doing nothing (increases by approx 5 to 9 steps a second non-stop) and the heart rate monitor is super high (like between 160 to 220bpm). I am not sure if it is a hardware or software issue but is there any way to resolve this ? or has anyone experienced anything similar ?

[SilviaFitbit]

@Shivan Welcome to the Community. Thanks for taking the time to share what you're experiencing with your Ionic. 

I appreciate the research and troubleshooting tried prior to posting. In this case, I've shared your post with our Support team and they will continue assisting you through email, due to recent events affecting our operations, we may need more than 7 business days to respond. 

I'll be around if you have any additional questions. 

[rlinnga]

Having the same issue with the high heart rate reading, 160-195 range for several miles when running. I'm breathing just fine, not a fast pace so no reason for it. Looking at when it started, it was around January/February timeframes that I believe was around when I installed the last firmware update. Maybe Fitbit can confirm there was a known issue? There was a new firmware just released yesterday, could it address what's happening?

[Shivan]

My one is a bit weirder. I last used it for a swim as i usually do and it
worked fine. I did update the latest firmware. maybe i will try to reset it
again. When i take it off my wrist, the heart rate switches to resting at
70 bpm, soon as i put it on again and it detects my heart rate to be 170+
and my step count starts to increase. For the past 2 days i averaged a step
count of 250 000 steps.

My issue started at the beginning of March

[Shivan]

Thank you for the reply Silvia. Hopefully support team would be able to help

[SilviaFitbit]

@rlinnga Thanks for getting back. Sorry for the delayed in my reply. 

We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

@Shivan Your welcome, hope our team can continue assisting you. 

I'll be around if you have any additional questions. 

[rlinnga]

Hi Silvia,

Unfortunately, this is rendering my Fitbit useless for any sort of training. This has gone on for over 4 months and nothing has been released to address this issue. We need to have a discussion on other options of remedy, can you please contact me at my provided email address or provide me a way to reach out to you to discuss further?

Thank you!

Robert

[rlinnga]

Unfortunately, after multiple phone calls and emails, no one has attempted to resolve this issue, they don't call back and simply ask to be patient the rest of your life with no ETA for resolution. This is not a solution, this is a broken product and Fitbit needs to start taking on proper response and remediation for it's Fitbit Ionic customers. They should be embarrassed and ashamed the way they are handing this defect with the Ionic.