Ionic stopped tracking floors

[SunsetRunner]

My Ionic has not been tracking floors for a week. I have reset it and run up and down 3 sets of stairs 12 times most days, the issue seems to be the altimeter. 

Anyone had this or know how to fix it.

Also as well as restarting, wearing the watch correctly and climbing lots of steps all other data is recording.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Hi @SunsetRunner, it's nice to see you again in our Community Forums.

Thanks for the details shared in your post and for already trying to resolve the issue. I recommend checking if your watch is updated to the latest version as updates come with new features and bug fixes: How do I update my Fitbit device?

For more information on how your device calculates floors, see How does my Fitbit device count floors climbed?

Hope this helps!

[SunsetRunner]

I did not update as the advice on this forum is not to as there are numerous issues with the update. The issue still stands that my Ionic is not counting

floors.

[LiliyaFitbit]

Thank you for your reply, @SunsetRunner.

I understand your concern. Since the issue persists, I recommend getting in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[SunsetRunner]

I did do this and as usual it was a complete waste of time - it has never been anything else. They only advised to get the upgrade and it would fix everything. This is contrary to the forum where most people are advising not to upgrade. On telling them this they discounted this information.

They further refused to escalate the case and give me a case number. What they did do when I asked for a case number was finish the chat.

Any other advise - other than get a Garmin?

[LiliyaFitbit]

Thank you for your reply, @SunsetRunner.

Thank you for sharing your experience and feedback, we're constantly working on improving our devices and user experiences, and your comments are always welcome. I am sure our Support team tried their best to help you resolve the issue with your watch as each case is reviewed individually. I appreciate your understanding and encourage you to contact them back if you continue experiencing difficulties with your watch.  

Look forward to getting you back on track.

[SunsetRunner]

Your support team did not do anything they just stopped the chat. Nothing had moved forward to resolve the issue either with your support team or here. You will be aware as there is a lot of feedback on the forums that the support team only copy and paste info from your website.

Can you advise why I contact them back - what is going to change from the last 40 minutes I spent with them?

[Odyssey13]

Hi @SunsetRunner  these are the community forums and not customer support, although many issues can be sorted out with some of the advice. Fitbit employees who post here are called Moderators and have Fitbit as the last part of their forum name. The advice they give is the latest and direct from the company. As for posts being removed, we all agreed to abide by the Terms of Service when we joined. Moderators have the right to merge, edit, move or delete posts. I've had posts removed before.