Basic sleep details versus sleep stages

[RonaldM]

Hi all! After two years I have 'upgraded' my Fitbit Charge HR to a Charge 2 two weeks ago.
I have noticed it's difficult to get a regular measurement on my 'sleep stages'. I have tried my left wrist and right wrist for a week but still I get just two or three days of 'sleep stages' and the rest of the time I only see my basic sleep details. The app says my tracker "couldn't get a consistent heartrate reading. But if I look at my "Heart Rate" stats from the same period it looks very consistent.

Any suggestions to improve the measurements? (I have read: What should I know about sleep stages?)

Last weeks results

[Myshkinla]

I had the same issue last night. I wonder if it's a software issue.

[tuppeny]

not according to fitbit, they say you should wear it 2 fingers above your wrist bone, also you will have problems if your battery is low, i’ve got none of these problems, but that’s all fitbit team will say when you email them, or what is the error message your getting (I’M NOT GETTING AN ERROR MESSAGE), this just suddenly happened overnight, not wearing my fitbit in a different way and my battery is not low, so think that they just don’t have a clue themselves what’s causing it

[Kirbyco]

I afraid I don't trust the information from this function on the Fitbit. I
had to get up last night, no broken sleep was recorded, however the twelve
steps I did were!
Very odd

[tuppeny]

just don’t think they’ve got this right at all for so many people to be having the same problem, and with nearly everyone is seems to have just happened overnight in all cases, perhaps there was a bug in the new update they put out

[marcwithalta]

I have the same issue. I encourage people to upvote this to get more attention from fitbit.

[tuppeny]

After emailing Fitbit numerous times they admitted it was their fault, said their engineers were working on it, and eventually got it working now, keep emailing them till you get some sense 

[RonaldM]

After several emails with suggestions from Fitbit support and follow ups from my side, I guess support gave up with me, the llast answer was:
"It is important to know that HRV data is different than standard heart rate data. So, although you may be seeing steady heart rate data throughout the night, we cannot guarantee you will receive Sleep Stages. Please note that receiving sleep stages can be affected by a combination of your movement during sleep, HRV data, and personal physiology. Because of this, we do not believe that your Charge 2 is defective. We appreciate your understanding."

Strangely enough I received sleep stages for the first 4 to 5 weeks, so my 'personal physiology' has changed so much over time, I didn't get it anymore for the last 6 weeks....

[tuppeny]

Just keep ringing or emailing them, it’s got to be a fault on your Fitbit
or on their part, so they should do something about it

[RonaldM]

I am afraid Fitbit support gave up on me, after sending and receiving a lot of emails with suggestions, tests and possible solutions, I finally received: "please keep in mind all heart-rate monitoring technology, whether a chest strap or a wrist-based sensor, accuracy is affected by personal physiology, location of wear, and type of movement.".  So after a month receiving sleep stages almost daily, to not at all for the last 6 weeks is all caused by a sudden change of my "personal physiology, location of wear, and type of movement.". And not a hardware or software issue... 

[tuppeny]

So sorry to hear that, mine did eventually work and has been ok since, to
be honest don’t think they’ve got a clue what’s causing it and just won’t
admit to it, always some excuse or other why it’s not working but never a
fix

[Lala1003]

I have the exact same situation. It’s super disappointing. I’ve been a Fitbit user for years and the way they’ve handled this issue is enough to push me to another brand. Clearly we aren’t the issue here. I also gave up trying to work with CS because nothing they recommended worked and they have no real answer. Sad face. 

[tuppeny]

I know they’re not very helpful, I’m sure that they just read off a sheet in front of them and if that doesn’t work they’re clueless, not a very good advert for Fitbit is it

[tuppeny]

Know just what you mean, not many other choices out though, they can’t even look at the community or they’d see just how unhappy a lot of their customers are

[RonaldM]

I was really under the impression that they were trying to get it to work. First I had to try different settings and got tips on how to wear the band. Then support made several tickets to investigate the issue. At some point their engineering team was 'working on a solution'. And even talked about a ticket to fix my tracker. From that point I was told 'Fitbit cannot guarantee you will receive Sleep Stages "... 

[tuppeny]

That just seems to be their answer, told me they were aware of the issue and their engineers were working on it, whatever happened it worked for me, but nothing seems to have worked for a lot of people judging by what I’ve seen on here, and they just don’t seem to be bothered that it’s upsetting their customers 

[Rich_Laue]

I have to agree that Fitbits help desk, like every other help desk from every other company on the market, simply work off of a list of common FAQ's that get updated frequently. When tyese fail the problem gets esculated to a live technician for personal direct, not a worksheet answer.

As for custoner help satisfaction,  these boards, twitter, facebook, and the Feature suggestion board are sprikled with praise and thanks towards tye Fitbit help desk.

Sorry if they where unable to satisfy you.

[RonaldM]

Thank you for your comment @Rich_Laue, but not sure how this relates to my issue or helps me to solve it. Your remark "...are sprikled with praise and thanks towards tye Fitbit help desk." sounds more like an ad. 

You can rest assured I am very grateful for the help from the Fitbit help desk, but I still have a product what misses a very promoted feature... 

As stated on fitbit.com:

Sleep Stages NEW

Each night, the body cycles through different sleep stages: light sleep, deep sleep and REM. Using the power of PurePulse® heart rate and sensitive motion detectors, Fitbit trackers can measure your time spent in each sleep stage, as well as your time awake.

[tuppeny]

Don’t think you’ve read my comments properly, did eventually get mine working but wasn’t through any of the so called help from Fitbit, just seemed to right itself, as I said all I think they do is read off a sheet and if that doesn’t work they haven’t got a clue, all the ones I spoke to on Fitbit were as helpful as they could be but my problem solved itself, still don’t know why it went wrong or what put it right, just happy it’s working now

[RonaldM]

I have send two emails a week ago but no response. I guess they really gave up on me. 

For illustration purposes: the first week I was using my Charge 2:

The recent weeks I am using it, no sleep stages at all, technical, software, or is my 'personal physiology' changed so much over time, I don't get it anymore....

[tuppeny]

Have you tried uninstalling the app, also try re setting it a few times, try signing in and out a few times, this worked for my daughter