Versa 2: "Oops, it looks like you are not connected to the internet"

[fromage9747]

I am making this post for anyone else that experinces this issue with their Versa 2.

My wife bought me a brand new Versa 2 as a birthday gift.  I received it yesterday and encountered WiFi connectivity issues straight out of the box.

When setting up the device, it required a Firmware update and needed WiFi to do this.  I added my WiFi access point which all came up with green ticks and send it was connected.  However, when trying to download the update, it failed, repeatedly.  Eventually, I selected the Bluetooth option which promptly downloaded the update and went on its way. 

At this point I wasn't too fussed, I just chalked it up to the Versa 2 having a rubbish WiFi antennae and it being too far from the AP.  

After playing with the watch and checking out its features I quickly found that in order to download new watch faces and access the "apps" section within the Fitbit app, it requires the watch to be connected to WiFi.

Here is where the frustration comes.  No matter what I tried, I continued to get "Oops, it looks like you are not connected to the internet" whenever I clicked on the Watch faces or apps icon within the Fitbit app.

Add, Wifi AP.  Get green tick on the Versa 2 to say its connected. Navigate out of the WiFi settings and click on Watch Faces and only receive "Oops, it looks like you are not connected to the internet".  Navigate back into WiFi settings and find that the device is no longer connected.

In order to remove my WiFi access points and distance out of the equation I setup my phone as a WiFi AP but alas, the same results was reached "Oops, it looks like you are not connected to the internet".

I then proceeded to search online for help, checking forums and youtube links.  Going through all the troubleshooting steps.  Removal of WiFi AP's from the Device and re-adding them.  Restarting the Versa 2.  Uninstalling and Reinstalling the Fitbit Mobile App.  Factory resetting the Versa 2(Which really should not have been needed as this issue came straight out of a brand new unopened Versa 2).  Every troubleshooting step I tried did not change the outcome.  I still received "Oops, it looks like you are not connected to the internet".

Next was to contact Fitbit support.  I ran through all the troubleshooting steps with them to get the same result "Oops, it looks like you are not connected to the internet".

I now have a case number raised with them regarding this issue: 37424631.

It would be great if there was just an option to make use of the Watch Faces and app icon in the Fitbit app over bluetooth. Just upsetting to fork out cash for a brand new Device and not have all the functionality working striaght out of the box.

I will keep this post updated on the outcome from Fitbit support to help anyone else with this issue. 

[fromage9747]

Well, it's been 4 days since I reported this with Fitbit support and heard nothing back from them.  I got in touch with their support team via chat and asked for an update providing my case number.

By the sounds of things, it's sitting in the queue and has not been touched.

I work for a software development company and I know the process, however, they cannot even provide me with a reasonable ETA of when it will be looked at.  I wasn't even asking for when it will be fixed.  JUST for when it will be LOOKED at.  Can't even get an ETA for that.

So pretty much, thrown money at a device that does not work as described on their website.  Broken/faulty straight out-of-the-box direct from the Fitbit store in the US.

Very very disappointing...  I have always been one to rave about the Fitbit products but this experience is starting to leave a sour taste in my mouth. 

[fromage9747]

There has been an update to the app and to the Versa firmware and the connection to Wifi is exactly the same.  Oh and not to mention, I still have received nothing from Fitbit support.

[fromage9747]

Well it's been over a month now since I raised the case with Fitbit support and I finally got in touch with a helpful support representative named Tatiana 

I have finally received an email from Fitbit support enabling me to follow up with my case. 

They have requested screenshots from within the app verifying the issue.

Hopefully, this is the next step and I can finally use my Fitbit Versa 2 with all its functionality. 

[fromage9747]

Well, got a Fitbit Sense and surprise surprise.  The very same issue and the very same disgusting support if not worse!

[fromage9747]

So it would appear that the Fitbit store and the Watch face downloads ONLY work on iPhone(iOS).  Doesn't work on Android... Wish I could've known!