Connectivity issue

[ClaireD86]

I have bought the fitbit sense a week ago. It doesn't connect to my phone for calls or notifications.

It really struggled to find the Bluetooth, and keep losing it.

The screen doesn't react to swipe. And when I put my finger on the sides it often doesn't react,and so then restart, 3 times in a row. For a product of this price I'm highly disappointed.

[Rich_Laue]

Holding the button on to long will do a restart @ClaireD86 

Have you setup notifications and Sense Controls? 

I'm not sure what is meant by struggle to find Bluetooth. What is not happening? 

Also when asking for help with the phone, it is good to include the phone model. 

[ClaireD86]

Hi,

First thanks for coming back to me.

I have read the manual and saw the long touch will relaunch the watch,
nevertheless I do the 2 sec press as suggested in the manual and not the
long one. I have done the short press a few times in a row, as nothing
happens apart from the vibration, and I don't know if this triggers the
relaunch as well.

The relaunch also happens when the watch do not find the Bluetooth.

I said it struggles to find the Bluetooth indeed. I mean that it will
search for Bluetooth, says it takes longer than expected on my phone and
stops. I try again and ultimately it finds it (with an unsolicited relaunch
sometimes).

Also, it would be good, when discussing with customers, not to give them
advice on how to be a customer. We, customers, come to you,
customer services guardians, for help, and have no clue how those gadgets
do not work, when they cost the same price as a short holiday. And there
are more correct ways to ask the model of the phone I use, which might not
be the item with the issue. At the moment, my issue is with a watch on
which I cannot see the time, even if I have activated the sensor control (I
have counted it works 2 times out of 10). My phone is a Honor 9, and is
currently operating on Android 9, EMUI9.1.0.

Thanks for looking into this issue.

Regards

Claire

[Rich_Laue]

It sounds like you are referring to a no sync issue,

Let's take a look at the sync tips. 

[ClaireD86]

Thank you for your response,

I have looked at this day 1 and 2 of having the watch as it is also
explained in the manual. I have installed the app a few times, and tried to
turn the Bluetooth on and off, un pair, pair, etc.

No change.

My phone is also up to date, and so are all my apps.

Thanks
Claire

[Rich_Laue]

I'm still not sure if what is not happening. 

While you can unpair from the phones Bluetooth, you will not be able to pair back to the phones Bluetooth. 

Is the tracker setup to your Fitbit account? 

Does the tracker sync? 

[ClaireD86]

The watch is logged to my fitbit account.

It synchronises, sometimes. Sometimes it restarts while I ask it to
synchronise.

Sometimes it will not do anything at all.

It seems unreliable, which is why I'm confused and very unhappy with my
purchase.

[Rich_Laue]

When it comes to syncing, currently this doc is best and if in android check this doc. 

It may take another phone app update for things to improve.