Incorrect Miles

[NewSurgeUser2]

I am a new Surge user. I have had the Fitbit classic and the Fitbit One and have never had trouble with the miles syncing incorrectly like this before. I have my stride calculated per the instructions on the community page and have it entered in the proper box. When wearing my One, if I hit approximately 8,000 steps I have about 3 to 4 miles showing. When I use my Surge, 8,000 steps calculates to 1 to 2 miles. This is so off that it's frustrating. I have tried resetting my Surge and that has helped for about 1 week then it went right back to the incorrect milage again. At one time the miles were so off that 10000 steps calculated .34 miles! What do I do to fix this? I am totally regretting switching to the Surge at this point.

[SteveH]

This sounds very strange. How are you using your Surge? Do you just let it track steps on its own or do you track using either the Surge's or your phone's GPS? Do you use any 3rd party apps to log walks or runs?

The reason for the questions is that when your Surge tracks in the same way it did with your One it calculates distance by multiplying your step count by your stride length (although it uses 2 stride lengths, one for walking one for running). In this mode it should at least be consistent apart from any activities that confuse it so that it's not sure which of the 2 stride lengths to use.

If you use a GPS or 3rd party app to track distance then there is not a simple relationship between your fitbit's step count and your recorded distance.

[NewSurgeUser2]

I don't have it connected to a 3rd party company at all. I wear my Surge 24 hrs a day (except for when showering). I don't know how to use my phone's GPS so I guess that I am letting it do it on it's own?? Not really sure. When I first got my Surge it was recording the milage right. I never measured my stride the entire time I have ever used a Fitbit device. I measured my stride because it began to miscalculate the miles when my stride input was 0. I placed my measurements in the proper place and it worked for a while. Now it's back to the same thing again. I let my Surge just automatically sync up to the app or to my laptop when I log on. I don't know what else to do. Please help 😕

[SteveH]

It's the lack of consistency that bothers me. If, as it sounds, it's just calculating your distance from the steps and stride then if the steps are ok, the distance should be ok.

I'm clutching at straws here but I'd suggest 2 things:

1) put both your stride lengths back to default by changing them to zero in your settings. 

2) restart your Surge. This does no harm and can sort out all sorts of issues. Here's the procedure:

http://help.fitbit.com/articles/en_US/Help_article/How-do-I-restart-my-tracker/

If this doesn't do the trick then I'm not sure what else to try. If it's still a problem and nobody else offers suggestions then it might be best to contact customer support via this link:

http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

[NewSurgeUser2]

Thanks! I'll give it a try. If it doesn't work I am going to return it and go back to my FB One.

[VivisFitbit]

Hello there @NewSurgeUser2! Thank you for sharing your experience with us. I'd like to know if you could resolve the inconvenience you had with your distance accuracy. Besides @SteveH's  recommendations you also need to make sure you're not manually logging your runs or walks. I ask this because when you manually log your activities, it overrides the information recorded by your tracker. 

Keep me posted!