Sense is counting too many floors

[Deepvalley]

My new sence dosnt counting the right floors there are too much what can i do. sg Kurt

Moderator Edit: Clarified subject

[krob65]

Went for a walk today - wind speeds were around 8 mph - on our flat neighborhood terrain.  It clocked 18 flights of stairs in 30 minutes.  I never had this issue with my Charge 2.  I'm starting to think it's the way the sensors are positioned on the Sense, especially when you have a smaller wrist. 

[Deepvalley]

it's getting more and more interesting but slowly I'm thinking about cancelling this community feed because otherwise it will annoy me even longer. Software, hardware, reset, draft, car in and out etc.... I got my Sense in september 2020 because I got a money back guarantee from my 2 times exchanged Ionic have of course then changed to the latest Fitbit model Sense because it again had two - three functions more and then in Nov. - Dec 2020 that it tracks too many floor. then in Jan. - feb. 2021 this whole Communitiy Feed that I share with you Fitbity's and am on your side. that they should finally fix it I think it has been a long time no guide more in this feed reported. I have received a warranty exchange so a new sense and it goes right on with the too much floors .-(
Look at the chart and I have about the same activities. have a nice day today
Kurt

[DocHammer]

My update:  My Sense was replaced under warranty (a VERY slow process, mainly due to FedEx taking near two weeks to get a package from Phoenix to California).  While waiting I wore an old Versa that did not log extra floors.  I've been wearing the replacement Sense for a few days.  So far the new one is slowly increasing the stair count.  My house is all one level and my area very flat.  So far I've logged 3, 8, and 21 floors.  I suppose it is possible that the 21 was counting exercises I was doing on an inclined glide board? 

[Rich_Laue]

@DocHammer. the inclined board will only give you stairs if while walking you body raises in the air 10 feet for 1 stair count. 

[Peejay84]

So it looks like my Sense has fixes itself today. Gonna do some additional manual counting to see if it's accurate. 

Haven't done anything special, except for the first time in a long while I did EDA and ECG yesterday before I went to sleep

[Darrylf]

was this a change with the Sense?  I have never had this issue with any of my other fitbit devices.  The Sense isnt even close to being accurate, zero stairs on Sat but got a badge for hitting 125 floors, pretty disappointed overall so far!  First time ever ive even given the thought of moving away from fitbit devices, ive had force, flex, charge hr, Versa and now sense!!!!!!!

[SunsetRunner]

I live in a bungalow and my sense says I've climbed 74 floors today, when I've actually climbed none, I don't have any

I'd call that pretty inaccurate and not what you expect from a premium device costing £350😐

[RenataF]

same here. Reconsideringg fit bit. Have been a user for years but the Sense is not good.

[Purplepepper]

I feel same. Sleep and floors both inaccurate! Doesn’t recognise majority of food I scan for calorie tracking (definitely not for UK market) it's not worth the money in my opinion. Once the inevitable battery drain starts happening (as did with my last Fitbit) I will be looking to another brand!

[Aubra]

I received my Sense in October.  It was working great and I was getting 100-150 floors a week which is what I got with my other fitbits.  Staring in December I was suddenly getting 500-1000 floors per week with no change in the amount of floors I was climbing.  Clearly something is wrong with the device and I can see others are having the same issue.  Fitbit's response seems to be to tell us how floors are counted even though other fitbits don't act like this.  They also have told me repeatable to reset the device even though this does nothing.  This has been the most expensive Fitbit I have purchased, I expected it to work better not much worse than previous devices.  I have been a loyal customer for years but it seems like it is now time to switch to an Apple watch. I'm very disappointed with customer service not replacing a device that clearly doesn't work how it is supposed to.  

[Rich_Laue]

Yup, do a search of the board. This started with the latest firmware. Hopefully it will be fixed in the next firmware release 

[LizzyFitbit]

Hi everyone.

Thanks for reporting this situation experienced with your Sense, as well for every step that you've tried so far. Let me share that our team is still looking into this matter and your feedback has been passed along so they can be informed of the impact to all our affected members. I'm sorry for the inconvenience this has caused you and your patience is appreciated. I'll keep you updated once I have more details from them.

[Dakinigirl]

Agreed! Buying this Fitbit has been a miserable experience. I've had them for 8 years and this is the first time I just want to throw away over $200.

[R.M]

And I was surprised, one shows normal and the other nonsense.

I specially buy 2 watches for myself and my now fiancées to see how accurate the devices work and now I have bought two Sense. One shows normal, it doesn't count unnecessarily high, and the next fourth floor walking around the house today showed that it had climbed to 13 floors. The last two Samsung Gear Fit 2 Pro and so far in two years have not shown such nonsense.

[Dakinigirl]

I got out of bed this morning and it showed I had already done 14 floors.

[Aubra]

Mine shows 35 and I have done 1.  

Fitbit has been made aware of this issue so I don't get why they are acting like it doesn't exist and telling me to factory reset my device over and over which does nothing.  If a firmware upgrade caused the problem then they should at least acknowledge it exists and tell us how they are trying to fix it.  

[BlazeFS]

@LizzyFitbit, this issue is getting very frustrating, although I'm earning some badges I wouldn't have earned otherwise. Is it better to hold tight and wait (is FitBit actively working on a solution)? or it is better to work with FitBit support on a case by case basis? (I'm really not looking forward to being without my FitBit for even a week).

I've restarted the Sense and the phone many times, reset the Sense to factory settings, reinstalled the phone app, all to no avail.

here is my stair count for the last year

 

[R.M]

Hello again.

The two Sense were simultaneously in the same places. That is I was with the fiancée. Her clock shows the wrong floors, that is, a total of 16 floors when she was at home and walking on the same floor. My watch shows 6 floors. The 3 floors were climbed realistically, and the rest could be counted when climbing a mountainous terrain. The bottom line is that fiancée Sense doesn’t show up at all at a time when there were even 3 real floors that my Sense showed.

So now who can answer how those heights are calculated and is it a defective Sense with a GPS receiver that shows false floors and dosn't show real floors?

[Kbadeski]

I’m in the same boat. Fitbit must be walking to California as it left here on feb 15 and doesn’t get there until March 7. I’m using my versa 2. Amazingly my floor count is normal. 

[MikaelHagen]

When contacting support they don't seem to know there is an issue. Clearly something changed , since first month floor count seemed ok and every day since it been wildly inaccurate. How much varies, today I got 164 floors without leaving my apartment.