Fitbit Ionic Bluetooth headphone problems?

[Tunah85]

I just purchased a set of HBQ-i7s Bluetooth earbuds (knock off air pods).  They work great with my phone's bluetooth, and the sound quality is fine, but when I sync them with my Fitbit IONIC I get horribly crackly music, and the earbuds are out of sync - even playing at different rates!

I know it isn't the earbuds themselves as they play fine on every other device I connect to.

Is this a common problem with Fitbit Ionic's Bluetooth?

[Dazzzzbo]

Let us know if you source some plz. 

[scarr44]

As you note, the receivers are often in the right ear and our wristbands are often on our left wrist.  That has certainly proved to be an issue, as described in this thread.  I want to be clear, however, that this is not a situation where the receivers in the headphones/earbuds are the issue.  My earbuds and my headphones both have great connectivity over vastly larger distances than with the Fitbit.  I can use these bluetooth devices for conference calls at work, or to listen to music from my computer, and walk upstairs through the house, and they maintain a good connection.  Based on this test, it strongly suggests that the receivers are not the problem.  I believe the problem is with the bluetooth hardware in the Ionic watch.  Furthermore, I'd guess in an effort to save a few bucks in production cost, they used hardware that they hoped would be sufficient only up to 5 feet or so.  In doing this, they didn't factor in that such a weak transmission may not make it around/through the user's body.  

[Climbcovey]

Same old response from fitbit......

Hello Christopher, 

We're glad to assist you regarding the fact that your music is cutting out at the time that you go for a run. 

Regarding your inquiry about the refund, this option is available for customers that purchased the watch directly from our store and when is within 45 days of the purchase. 

Now, in order to try to fix this situation, please try to forget all the Bluetooth devices that you have on the list for the headphones that you are using, then choose one of them and add it again, also please perform a factory reset. Factory reset your watch to erase apps and all personal data from the device, including credit or debit cards you added (on watches that support Fitbit Pay). To do this reset, please try the following:

1. On the Ionic, hold all three buttons for about twelve seconds.

2. When the static Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration.

3. This process may take several seconds, and eventually, the static logo appears and the device boots and displays go to 

4. If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the static logo reappears quickly and boots without factory reset.

5. Please keep in mind that you'll have to set up your Ionic one more time after the factory reset is done.

Also, please let us know if this situation happened when you are not doing the running activity?

We look forward to your reply, to continue helping you.

Moderator edit: format

[DavideFitbit]

Hi everyone, thank you for all the troubleshooting options you've tried and shared so far @scarr44, @Climbcovey, @Naomijoy83, @Wilting, @joecuth88, @Dazzzzbo, @dyzzle. I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon. Thank you again for all the details provided. 

@Climbcovey, thank you the information, and for confirming that you already contacted the Support team about this. 

I hope this helps. 

[dyzzle]

Thanks for the reply @DavideFitbit. I received an email last night from [person at FitBit] and the FitBit Team  stating I need to wear the FitBit watch on my right wrist, the same side as the headphones' receiver/antenna.  Was that the reply with further assistance?

Thanks in advance.

[Dazzzzbo]

I received the same email and whilst I appreciate the email I don’t want to wear. My watch on my right arm and didn’t expect to have too.  I also don’t want to factory reset my watch again as it takes a realy long time to get back up and running.   Why does it have to re download the updates again every times you would think once the firmware was updated it would stay on that firmware even after factory reset ?? 

[DavideFitbit]

Thank you for your responses @dyzzle and @Dazzzzbo, I do recommend that you continue the assistance process with the Customer Support team, and that you let them know of the steps that you already took to try to find a solution. 

Thank you for the feedback as well @Dazzzzbo, about the firmware process after the reset. 

[Jillccc]

I would just like to chime in that none of these suggestions have worked absolutely with me.  Have tried them all.  

And seriously, someone recommends a Factory Reset?  Someone recommended that for me for another issue that I was having and it took me HOURS, like a WHOLE DAY to get it back up and running.  Factory reset means that you're probably going to have to do an update, and you're probably going to have issues while doing the update.

I did a Factory update for another issue (The Ionic was double-counting my steps with Strava).  So I can speak from experience that the Factory Update did not resolve the wireless earbud/headphone issue.  I bought a second earbud and used it for the first and only time with the ionic--and nope, music kept cutting out.  I've tried changing wrists.  Nope.  I tried switching the earbuds (R into L and L  into R).  I tried clearing the first earbuds (Shadow) from any other device but Ionic, nope, music cuts out.

In sum.  None of the fixes worked.  Connectivity cuts in and out too much.  So I have to carry my phone.  I also have to carry my phone b/c I started using the Nike Running app which isn't supported.  I have been using ionic just because of its GPS, but since I've got to carry my phone in order to use Nike Running, I've got no real reason to use the Ionic anymore.

So feedback team, here's my experience.  None of these workarounds work.  And please take care about recommending Factory Reset.  I had the strangest experience with that--after I did the reset (and complained to the rep the next day over the phone how troublesome it was), that Rep told me no way should I have done the reset and he doubted that another rep would have told me that.  (???) And someone else on one of the treads I was on said he didn't think a Factory reset would have been advised.  But here's someone on the board recommending a Factory Reset.  ??   

[Tunah85]

I contacted Fitbit support, who were very helpful, and they sent me out another Ionic device.

Unfortunately the problems continued, weak connection to earbuds persisted with neither device holding a strong enough connection during running.

Fitbit has finally issued a refund (I was well past the original refund policy).  I will move on from this device, and look for something new...

[Jillccc]

Yes, I suspect the problem is an always-problem. I also have a replacement
device. Again, wireless earbuds cut in and out on the second device. The
problem that drove me to get a replacement has been resolved, but not the
issue with Bluetooth connection. I've given up on that.

If anyone considering a Ionic happens about this thread and music is
important to you.... consider another device.

I really, really would like to like the Ionic...

[YojanaFitbit]

Hi @Jillccc and @Tunah85 nice to see you here.

Thanks for sharing your feedback on the matter. We're regularly looking for ways to improve the best way to improve the overall experience we provide to our users. I'm sure that whenever something is ready to be announced we will be sure to let everyone know.

Thanks for your understanding.

[Laffmatth]

Also having this problem, have returned two pairs of headphones and it's been a lot of hassle .nothing works, switching wrists, factory reset, unpairing watch and devices. There's something fundamentally wrong with the hardware or software, probably the former since it hasn't been fixed despite complaints. 

Had nothing but problems and disappointments since buying the Ionic, inferior in almost all ways to my 3 year old Samsung Gear Fit 2. It's not fit for the simple purpose of exercising while listening to music so please tell me how you want me to contact you so I can return it for a full refund. 

[YojanaFitbit]

Thanks for reaching out the Forums @Laffmatth, welcome.

Thanks for sharing your feedback. I've requested a case for you, our team will contact you via email. They usually check every case individually based on the warranty information before giving a resolution. Please keep an eye on your email inbox.

Let me know if you have questions

[Climbcovey]

I have not posted any new issues. I was approved for a refund, returned my fitbit, and am awaiting my refund.  Let me know if the issue is ever repaired, I might come back...


Sent from my Verizon, Samsung Galaxy smartphone

[YojanaFitbit]

Thanks for sharing your feedback @Climbcovey. Sorry to hear that you've taken that decision but we understand you point. If you have questions regarding Fitbit or you need anything else please let me know.

Have a good one. 

[Dazzzzbo]

Is there any news of a planned fix for this instead of putting it on your other arm?  I have virtually given up with the music feature of the watch which was the reason I bought it .   As it stands it doesn't really do anything more than the surge I replaced apart from better sleep tracking. Funny how it can receive a signal from space for GPS but can't transmit a signal 4 foot to your ear .  

Where do I stand regarding warranty or replacement as I bought from argos ?  

[YojanaFitbit]

Hi @Dazzzzbo, thanks for getting back and for confirming the steps you've tried. 

Sorry about the issues you're having, I noticed that our team already has the case under their wings and they will be checking with you shortly. Let me know if you have questions. 

See you around.

[dyzzle]

No one has contacted me about a refund/replacement for this watch. The  music is still going in and out when the watch is worn on my left arm.  I have even gone out and purchased new Plantronics Back Beat headphones.  I would LOVE to get a refund for this watch. What ever happened to honoring warranties? 

The FitBit personnel who send emails are not very responsive when I write them back. Please let me know how to get some sort of action started for replacing or refunding on this unit.

Thanks,

[Jillccc]

The music just plain doesn't work. Call support directly

[Lord_Hebron]

Brand new here but let's see if this recap is correct: First reported problem was 2017.  It is now 2019 and people are STILL reporting the same issue with the same generic "solution" of switching what arm you wear the watch on.  It doesn't work anyway, contradicts what the watch manual tells you to do, and even if it did work would be a workaround, not a solution.  Needless to say, I am seeing the same issue.  Glad to see the company worked on fixing the obvious hardware issue.  I wish I would've done more research before dropping my cash on this watch.  The music capability was literally the selling point for me on this versus the competition.  Considering I have to run with my phone anyway, I should've gone with the cheaper, more honest product.