HR not working after SW update

[Flowergirl333]

I’ve had two issues pop up in the last week with my charge2. The major one is that the HR stopped working whenever I updated the SW. Also, there’s 5 or so blank lines through the time that showed up after the battery went completely dead before I was able to plug it in and then when I got it off of the charger they were there. 

[Flowergirl333]

Spoiler

P.s. I’ve cleaned it, restarted it and turned the HR off and on several times and that hasn’t helped. 

[SunsetRunner]

Hello and welcome to the Fitbit Community @Flowergirl333 

I understand that you’re experiencing lines going through your display on your Charge 2 as well as your heart rate monitoring has stopped working. I see you have tried restarting which is great. I would suggest restarting your Charge 2 several times and see if that works. Here are the instructions to perform a proper restart: https://help.fitbit.com/articles/en_US/Help_article/1186

If your still experiencing issues after several restarts I would suggest calling Fitbit Customer Service. Here are ways you can contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs&co=GB

😃 Please let me know how it goes. Keep me updated 

[Flowergirl333]

Thank you! I tried to restart it several times and I still have the same issues happening. The 800 number for Fitbit listed on the website is not a working number and they’re not chatting, I’ve been waiting a while. Are y’all experiencing serious issues after the latest firmware update?
Thank you,
Teresa

Sent from my iPhone

[SunsetRunner]

Hello again @Flowergirl333 

I’m  so sorry that number is not working. Try this one instead: 877-623-4997

[Flowergirl333]

Thank you for the working phone number. I’m very disappointed in Fitbit. The company’s firmware caused the issue and my question is, was this purposely? Why are they not attempting to fix the issue? All they did was offer me a coupon for a new one! Very suspicious! I will not be purchasing another Fitbit after this. 😢

[SunsetRunner]

Hello again @Flowergirl333 

I apologize that your Fitbit was determined to be unfixable. With that said I can assure you that Fitbit did nothing to intentionally make your Fitbit unusable. I’m sure that a coupon was offered because your current Fitbit Tracker was beyond its warranty Terms and it was just a kind gesture as it is not required to offer any discount at all. I’m sorry that your considering not purchasing another Fitbit. I’m sure your Fitbit friends will miss you but I respect your decision. If you change your mind and ever need help you can always come here and I will certainly do my very best to assist you. 

[Flowergirl333]

Ok, thank you for all of your help and patience.