Ionic step count accuracy issue

[dgetreuer]

Hi,

I am on my second Ionic, after using several different fitbit products for the past ~10 years.

My main question is:  How does the Ionic count steps?  My Ionic is undercounting steps.  My first Ionic was replaced under warranty for this same issue.  Before I go that route again, can you explain how the step counting is supposed to work?

Background and problem:

I use my Ionic (and prior Fitbits) solely to monitor my step count with goal of 10k steps / day.

My Ionic is not counting all of my steps - consistently undercounting 15-25%.   

If I do the 100 step test, that is usually pretty close to accurate (90-100), but if when I go on my regular walks, it is never counting all of the steps.  How do I know for sure?  I walk with two other people who also have watches (Apple, Garmin) and we have compared our step counts at the start and the end.  Both of the others are showing about the same number of steps at the end of the walk -- I am showing always 2000-3000 steps under what they have.  I am also the shortest person by several inches, so actually I would have more steps to go the same distance.  I have measured my stride and adjusted that (several times) and it doesn't make a difference.  The ONLY time I am in the correct step range is when I am using walking sticks.  I don't care about the distance - just want to have accurate step count.  I wear it on my non-dominant hand and not tight as instructed.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @dgetreuer, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post, I understand how frustrating this matter can be for you. To better assist you with this situation and further investigate, can you please let me know when was the first time you experienced this situation and how many times since then? Is this occurring only with the step-count or with other stats like floors, heart rate, sleep as well? In the meantime I receive your answers, please restart your Ionic and then check the information that's specified on our help article: How accurate are Fitbit devices? and let me know if the issue persists. 

Looking forward to your reply. Let me know if you have any additional questions.

[dgetreuer]

Hi Ricardo,

Thank you for your response.  To answer your questions:

1) This started immediately when I received my new ionic  (btw, the old ionic under registered steps too and I worked with an on-line support person to figure out the problem.  When we did a factory reboot, the ionic died so they sent me a new one.  The new one didn't seem to be accurate either, but I wanted to give it more time and try and figure out if it was me or the watch.)  I love this watch but step counting was my primary reason for purchase and it is frustrating.

2) Everything else in the watch seems to be accurate (GPS, heart monitor, floors.  I don't monitor sleep and I don't run/jog).

3) Inside the house, it seems to be accurate with step counting.  

4) When I go outside to do a walk (~30 - 90 minutes each day), this is when it doesn't count everything.  It seems almost like long walks outside are what is affected.   The step count is anywhere from 15-40% inaccurate - inconsistent to be sure.  The 100 step challenge is sometimes ok outside; othertimes it is ~15% off.

5) Hiking with poles does give accurate counts

6) I've measured and remeasured my stride (plus reboot) w/o any improvement.  I've also tried it with and without the GPS tracking on - mileage is accurate; steps are not.  Again, this is outside on street pavement typically.

7)  One last hail-mary that I've been tracking for a week.  I put my stride at 20  (it should be 23.5 - I'm short).  I restarted the Ionic again after changing this.  There is a slight improvement now w/ outside walks but it isn't consistent.

So that's probably more info than you asked, but it is all of my troubleshooting.  I asked how it is supposed to count steps because thought maybe my understanding of the process was flawed.  

Thank you for your response,

Donna