Ionic not showing heart rate reading

[Simonevs]

The heart monitor has recently been showing no reading. Doesn't matter what the activity. And in addition doesn't show an accurate reading. For example i was hitting the bag for a couple of rounds and it was displaying a reading of 78 bpm....! Really? This is so frustrating especially when your heart rate effects calculations for accurate consumed, average heart rate etc. I would like to know how this could be rectified 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Simonevs A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate the detailed information shared. I understand your frustration with this. 

I would like you to double check these tips on how to improve your heart rate reading: 

• Wear your Fitbit device on top of your wrist, and make sure the back of the device is in contact with your skin.
• When you’re not exercising, wear your device a finger’s width above your wrist bone.
• During exercise, wear your device a bit tighter and higher for an improved fit. The band should be snug but not constricting (a tight band restricts blood flow, potentially affecting the heart-rate signal). Many exercises such as bike riding or weight lifting cause you to bend your wrist frequently, which could interfere with the heart-rate signal if the watch is lower on your wrist. 

Also, please check the factors that can affect your heart-rate reading on your Ionic. 

Let me know the outcome. I'll be around if you have any additional questions. 

[Simonevs]

I have tried all the suggestions you've made along with a full factory reset and the problem still exists. 

Thanks

[SilviaFitbit]

@Simonevs Thank you for getting back.

I've shared your post with our Support team and they mentioned you already have a case with them, please continue the communication through email, they'll continue assisting you. 

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