Active minutes and sleep issues

[wipurplechick]

The last two days, my Fitbit active minutes are soaring! 561 minutes today and 587 yesterday. While I'd like to think of myself as a stellar athlete, I'm not and usually have to work to reach my 3 day per week goal. Not sure what is going on.

Also, sleep reporting is very inconsistent. I am not getting full night updates most nights. Am told my heart rate was either inconsistent or my sleep position was wrong or something else. FYI, this is not my first Fitbit, and up until I 'upgraded' to the Versa, my Charge HR did an awesome job of recording both of these things.

I upgraded to get the waterproof/swimming features, but frankly, am very disappointed in its performance so far.

Please help.

Thanks.

Moderator edit: subject for clarity

[AlejandraFitbit]

Welcome to the Community @wipurplechick.

I am sorry to hear about the issues you are experiencing with your watch and will be glad to help you out with them:

• Active minutes: Could you please be more specific about this? What are you doing at the moment of receiving this amount of minutes? Are you manually logging any type of activity that might be providing this information?
• Sleep: I recommend taking a look at the help article What should I know about sleep stages? where you will be able to see some steps to follow regarding this issue.

Let me know the outcome. 

[wipurplechick]

Hi - I am not logging ANY activity.  I happened to notice the activity minutes when I checked my dashboard -- and now, it is grabbing every minute and putting it into activity.  

This morning - just woke up and synced my fitbit to see what the sleep report was -- and noted my heart rate being counted at 158 bpm.  I am sitting right now -- and it is showing 128 bpm.  I manually took my heart rate -- it is 62 bpm.  So, something is radically wrong.

[wipurplechick]

I replied, but it doesn't seem to be entered as a 'reply', so I am reposting this.

Hi - I am not logging ANY activity.  I happened to notice the activity minutes when I checked my dashboard -- and now, it is grabbing every minute and putting it into activity.  

This morning - just woke up and synced my fitbit to see what the sleep report was -- and noted my heart rate being counted at 158 bpm.  I am sitting right now -- and it is showing 128 bpm.  I manually took my heart rate -- it is 62 bpm.  So, something is radically wrong.

UPDATE: this has been going on the entire weekend.  I think I will need to contact customer service tomorrow.  Very disappointed.

[Baltoscott]

@wipurplechick - You’ve may have already done this, but since you didn’t mention it, try restarting the Versa.

To restart, press and hold the back and bottom buttons for a few seconds until you see the Fitbit logo on the screen (about 10 sec).

Hope that helps. Let us know how it goes.

[wipurplechick]

I had already tried that.  It did not work.

I contacted fitbit online support (live chat) and spent over an hour online with them.  Worthless!  That's an hour of my life I'll never get back - the only redeeming factor was the lesson learned.  

Long story short, live chat follows 'scripts' and scenarios, and if your problem doesn't fit neatly there, it doesn't matter about getting good customer service -- it all ends there with a 'ticket' entered and no way to really know when/if the fix happens, because they will not notify you. The answer I got from live chat was   "Any time soon your tracker may have that could positively give answers to this type of scenarios." 

I asked for a supervisor because at this point, unless the majority of Versa users are experiencing the same thing, I would like a replacement unit. The supervisor came online and said, sorry, her 'script' for this 'scenario' doesn't end with a replacement unit.. WHAT????
What has happened to satisfying the customer? 

Needless to say, I am extremely frustrated.  I have a smart watch fitness device that tells time but does not give me the information I want...less than half useful.  What is the point?

I posted on the fitbit facebook page about my frustration.  I thought I would have a personal message, but I have not gotten any.

I am very, very disappointed in fitbit.

I won't be buying another one.

[Maple_Wanderer]

Any movement on this? Mine has been doing the same thing for the last couple of months..