Sense 2 not getting ECG app

[Endadmcc]

Hi, I bought a Fitbit sense 2 because of the ECG functions. I am having a lot of problems getting ECG set up as when I downloaded the Fitbit app the irregular heart option isn' available to click on, I have the latest version of the app installed. Also when I go into gallery to download the ECG app to the watch it is not there as an option to select. I have reset the watch, phone and the app multiple times but it is still the same problem. I thought to myself is this an internet problem and then went to my daughter's house and downloaded the app over 5g (don't have mobile phone signal at home) and all the options I had been looking for were available and I was able to put the ECG app on my watch. Happy man returns home only to find all the options had reverted back to what they had been.i checked my IP address to make sure it wasn't from a country that these options aren't available in but everything was ok as it says N.Ireland UK. Really can't understand what is happening and whether to send the watch back or if it is possible to fix the problem. Any help would be great, thanks 

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Just an update on the problem, when i went into town and had a 5g signal the ecg option came back. This makes me think it is a problem with my internet supplier. Cant think of any other reason.

Moderator edit: clarified subject

[ManuFitbit]

Hi @Endadmcc. Welcome to the forums.

Thank you for sharing the details regarding this difficulty with your Sense 2. Also, thank you for trying to fix it on your own. 

Some users have mentioned turning off and on the wifi have solved the difficulty. However, please try the following steps:

1. Make sure the location is correct on your profile settings.
2. Remove your watch from the Bluetooth settings.
3. Reboot your phone and restart your watch.
4. Open the Fitbit app and pull down on the screen to force a manual sync.
5. Try opening the ECG one more time to take a reading.

[Endadmcc]

Thanks for the reply, i have narrowed the problem down to the problem with my internet supplier which uses random ip addresses, i put a vpn on my phone and now everything works fine, this may be of help to anyone having the same problem. 

[Gareboldi]

Great work, I came to the same conclusion as I see the same issue of no ECG or SPO2 apps/clocks when connected to home network (WIFI) using BeFibre in the UK, if i fail over my home network to 5g modem/router then eventially the ECG app and SPO2 app will return and install. Equally if i disconnect the phone from wifi when router is using the BeFibre Connection, then the apps re-appear and install perfectly.

This is a major frustration as CGNAT seems to break the fitbit operation and we have two sense 2's that are rendered useless. Can fitbit address this in the software of the APP? if i use a VPN on the phone when at home, then i cant see local address without a lot of faff.... 

Surely the software can identify location in a better/alternate way?