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Tracking floors with the Surge

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‎01-02-2016 03:06

‎01-02-2016 03:06

I have had my fitbit surge since Christmas day, tracking steps is fine but Im having an issue with the stair/floor count. I would've been up and down the maybe 8 to 10 times in one day and it's still only counted one floor. I did a bit of research on a few forums and discovered how to reset my fitbit to get it to start counting again and it seems to of worked.
My issue is this is happening every other day as I know when I've been up and down the stairs and it's not counting (I'm pretty sure i'm moving quick enough) but I'm having to keep on top of resetting my surge so it can start counting floors correctly. I thought I'd ask on here first before contacting customer services, I have had a Fitbit flex prior to this for two years with no issues, so I'm getting a little frustrated knowing that the surge is more then double the price! 😊
Please is there any help anyone can offer? Or am I doing something wrong, or has anyone had similar issues and sorted the problem? Thank you for any help in advance!
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‎01-02-2016 04:26

‎01-02-2016 04:26

Not sure if this helps at all, but Ive realised that on the stair climber machine if I hold the rails it does not count any floors (obviously if the watch is not moving it cannot get any readings). Are you holding the rails while climbing the stairs? If not, I'd advise you to get in touch with the customer support. As far as I've heard, they are pretty helpful.

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‎01-02-2016 07:55

‎01-02-2016 07:55

Hiya, thanks for replying. Good idea but nope unfortunately I don't hold the railings. It's just frustrating as I'm constantly having to keep an eye on wether the floors are working and defeats the object of having it!
I think I may have to contact the customer services who have in the past been brilliant with me when I had the flex! 😊
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