Connectivity issues

[Sparks3764]

I'm a brand new member of the Fitbit community and as such, now own a new Versa.

I'm quite pleased with its features and performance so far.

However, there seems to be a consistent issue that I'm encountering now and that is the devices connectivity.  Several, ongoing problems with Wifi and Bluetooth connections.

I got it set-up initially in fits and starts really.

Is this problem common with others?  Has anyone got any tips to ease the situation?

I do still have the option to return the product and though I'm reluctant to, it's not something that I'm currently ruling out.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome on board @Sparks3764, it's nice to see a new member around! I am sorry for the delayed response. 

Congratulations on your new Fitbit Versa! I appreciate your participation in the Forums and sharing the difficulty you're experiencing with Wifi and Bluetooth connections. Thank you for letting me know that you were able to set up your watch. I understand your concern and would like to confirm that we're constantly working on improving our devices and user experiences. I recommend checking the following help articles for the tips to sync your device and connect to Wi-Fi: Why won't my Fitbit device sync? and Why won't my Fitbit watch connect to Wi-Fi?

If you have any questions, feel free to let me know.

[Sparks3764]

Thanks for your reply.  

The related articles are not very helpful to be honest.  Where relevant, my device & network are ticking all those boxes.

With all advice or articles I've read from Fitbit, I especially didn't like the assumption that in the first instance it's my phone or network that is at fault and to look into that before doing anything else !!

Problems continued over the weekend just gone, to the point where I've decided to return the Versa and get a refund.  I won't be buying another product.

[Dewk]

I agree, the forums/articles are not very helpful.

I don't get notifications and when I run it doesn't connect to GPS resulting in inaccurate times / inaccurate splits etc. It is super frustrating and the "best" advice I was given was to restart my phone.... so every time I run (3 times a week) I now restart my phone AND the versa. And 90% of the time it still doesn't connect....

I am at my wits end, I don't see how they have such difficulty with things that other brands seem to do easily. Ready to sell and go back to Apple, it seems they know what they are doing.... 

[LiliyaFitbit]

Thank you for your reply @Sparks3764. It's nice to see you around @Dewk. I am sorry for the delayed response. 

@Sparks3764 I understand how frustrating this is for you and I'm sorry to hear that you decided to return the device. We appreciate your feedback since this helps us to keep improving.

@Dewk thank you for joining the conversation and sharing your feedback and experience. I am sorry to hear about the issues you're experiencing with your Fitbit Versa, I am here to help you. Have you checked out this article with the information about the different factors that can affect connected GPS? Regarding the issue with notifications, usually a missing requirement is the cause and I recommend confirming the steps to set up notifications in this help article: How do I get notifications from my phone on my Fitbit device? Move on to the troubleshooting steps if the issue persists. 

I'll be around if you need further assistance. 

[Dewk]

@LiliyaFitbit Yes I have done all of the things you have mentioned below. Nothing. This morning I did a treadmill run (i normally use the normal run function because the stats are 'better' even though the GPS never connects - treadmill wants to measure calories vs time I have no interest in this stat, even after I tried to change the goals before starting the run this morning), and it literally says I ran for 3 seconds - no accurate time or splits - and this isn't even a connectivity issue - this is just a normal exercise function. What is the problem with the connectivity - as this question never gets answered by any fitbit moderaters. People just get told to do the below the whole time even when they come back and say it does not work. You need to advertise the fact that this watch has connectivity issues because you are falsely selling something that does not do what it is supposed to do! And one can not simply take back a fitness watch as you get told they won't accept it for hygiene purposes. Does this non-connectivity issue fall under my warranty - if so, I am taking it back today. Please advise the process for South Africa returns or who I can contact.  

[LiliyaFitbit]

Thank you for your reply @Dewk. I am sorry for the delayed response. 

I appreciate the additional details of the issue and your feedback. We're constantly working on improving our devices and user experiences. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance and address your concerns. You should be getting a reply soon. You can take a look at this page for more information about the warranty policy.

If you have any questions, feel free to let me know.

[Dewk]

@LiliyaFitbit When will they contact me? I have also been testing out my versa with an iPhone the last few days to see if things are better.... well still no connection or notifications (and yes i have followed all the information again).....so this is an issue on the watch. Please get back to me as soon as possible as to how I can return the watch under warranty as the store will not accept it.

[Rucni]

I have had my versa since christmas and for the last few months it hasnt wanted to sync or receive notifications. Thought it was my old htc desire 555 so sunday i got a new lg stylo 4. My versa still will not sync. Called c/s and the rep was rude and could only say my phone wasnt supported. Told him had issues with my last phone and got the same your phone isnt supported. If i am on my home WiFi versa will sync but away from the house it doesnt work. I have clean installed the app factory reset my versa done everything but run it over with my forklift at work. When will fitbit be fixing tgese issues since i know i am not the only one having these issues. Latest update is a failure and will cost you customers. 

[LiliyaFitbit]

It's nice to see you around @Dewk @Rucni. I am sorry for the delayed response. 

@Dewk I understand your concerns. I could see that our Support team got in touch with you. I know they will be glad to help you out and provide you a solution, please keep working with them. 

@Rucni I appreciate your participation in the Forums and sharing your experience. Thank you for your troubleshooting efforts and for taking the time to get in touch with our Support Team. I am sorry to hear about your experience. Our team is always working on improving our devices and user experiences, and your comments are always welcome. While your phones are not supported for the Fitbit app at this moment, it doesn't mean that it won't work with the app entirely, but rather that some of its functions might work intermittently. Usually a missing requirement is the cause and I recommend confirming the steps to troubleshoot the syncing issue here and to set up notifications in this help article: How do I get notifications from my phone on my Fitbit device? 

I'll be around if you need further assistance. 

[Rucni]

I have done everything i can and followed all the walk throughs i can find online. I find it interesting and kind of shady that i have to have a certain phone to work with my fitbit. I am using android 8.1.0 on my phone. My phone is fully updated my fitbit app is fully updated. I dont understand why you support some phones fully and not others. 

[LiliyaFitbit]

Hi @Rucni, thank you for your reply. I am sorry for the delayed response. 

I totally understand how you are feeling and appreciate your time and feedback. While your phones have all the specifications to be compatible and may work with the Fitbit app, it's possible to come across some issues along the way. Our engineering team works really hard to keep up with every phone and mobile device releases, so our customers can enjoy their devices to the fullest. I recommend keeping an eye on this page: Which phones and tablets can I use with my Fitbit watch or tracker?

Feel free to reach out if you have any other questions.