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Heartrate so inaccurate that my watch is basically useless for training

I got my Forerunner 265 about a year ago and I have loved almost everything about it.  I love the touch interface, the AMOLED screen, sleep analysis, training readiness, etc.  But I have been trying to use it to track my training and the heartrate is so inaccurate that it is basically useless.  Today was a good example, I just wanted to go for a 40 minute run on my lunch break.  I took the watch off, cleaned the sensor, strapped it snuggly on my wrist in the suggested spot and headed out on a run.  My goal was to get some good Zone 2 progress.  Instead one minute into my run, I glance down and I'm in zone 5.  I check my heart rate manually and I'm actually in zone 1.  I let the watch calm down and try again.  Same thing.  I do this for two miles.  I eventually discard the run because it's so crazy.  But now I've run 2 miles that won't be recorded.  Not the end of the world.  But my lunch break is almost over so I try again.  Basically the same deal.  I keep stopping to let my watch try to get in sync with reality, but by the time I'm done my watch now thinks I was doing an interval workout.  Having gone through this frustrating process a few times, my mileage, my load focus, my max heart rate, my training load, basically everything are now all out of whack.  Can't get good heart rate data running, biking, rowing, or stair climbing Disappointed

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  • This is an ongoing frustrating issue - the naps on top of the issues with the Hr sensor. 

  • All, 

    If you have not yet contacted Product Support directly, please 'vote UP' on this reply if you will allow me to add you to our internal report. I want to make sure everyone is added to the impact of what we've been tracking. I need permission because we may potentially email you, and will need to look at a couple of your activities if you have not already shared examples. 

    Thank you!

  • Yeah contacted support. They were about as useful as a Garmin FR265 is at accurately tracking heart rate. 

    We are looking into your matter and need additional information to proceed with a resolution. 

    Please provide: 

    1. Another example of when you experienced a spike in your activities. 
    2. Could you please verify if these problems started after you updated to the most recent version of your software?
    3. Temperature at the time of the activities, was it recorded indoor or outdoors? 

    We have looked into some of your fit Utils however if you could provide specific dates of when you experienced these issues it would be great!

    Looking to hearing from you soon, thank you. 

    One further email saying the details had been provided to engineering. 

    So how much more data or examples do you need? How many more unhappy customers? Is your engineering team doing anything at all?

  • Problems don't get solved by osmosis, they get solved by as much detailed information and data as possible so they can be reproduced and solved. If you want to help, I suggest you get as technical as possible in the data you provide them. One thing I was able to determine is that I am on Sensor Hub firmware version 30.24 with my new 165, while others on the 265 and 965 seem to have the same software and WHR version, but an older sensor hub firmware version.

  • Yeah - here is the thing. I have a full time job (as an engineer) and when I buy a product I don't expect to have to troubleshoot it and solve flaws in it for the company. I have provided them with multiple screenshots, access to the files, details of the run etc. 

    What other product do you pay for then have to fix it for them?

  • Garmin has all the data. 

    Garmin had a working product. 

    Garmin's updates broke it. 

    Garmin has a team of engineers 

    Garmin has management. 

    Garmin has all that they need to figure this out.  

    Garmin doesn't need hand holding 

  • Well said. Here are few more relevant points:

    Garmin has been receiving users reports about these HR issues for last 7 months for most of its watches (Fenix 7 and Epix included).

    Garmin acknowledged the issues long time ago.

    Garmin kept ignoring beta users reports about the issues and published "stable" versions with known bugs.

    Garmin now (after 7 months) asks for the same thing it asked for, received and ignored before.

    Garmin still did not give any dedicated timeline when the issues will be fixed. 

  • Welcome to the state of Software Engineering, it's still a very young field, think the state of Automotive Engineering in the 80's where even Toyotas had issues rusting out fast...I get the frustration, honestly it held me back from buying a Garmin for the WHR reasons. I needed it to at least be better than my $100 dollar Fitbit for 24/7 tracking. So far, and I know this isn't helpful, it's been much better than I thought.

    I'm staying on the forums to hopefully help, because I'm not experiencing the same issues SO FAR, but I 100% believe others are, and I'm also an engineer. I don't run, but I've found the 165 accurate for walking, lifting, PT, and indoor cycling. Ramped up perfectly to my max HR on a "fitness test" on the indoor cycle the other day, and holds Zone 2/Zone 3 well with no issues. I have to try intervals next on the indoor cycle.

    The ONE difference I've been able to confirm on here with others is the Sensor Hub version difference, I have version 30.24, others seem to have 30.20. Out of curiosity, what Sensor Hub version is on your 265? It's also a bit strange that Connect IQ is a different app, and auto updates isn't the default...so the on watch Connect IQ and Face It app had updates. As I'm sure these are deeply integrated into the OS, I think making sure they are updated could be another way to ensure they aren't the cause.

  • I'm in exactly the same boat..been playing up the last 6 months or so. I should have tried to get my money back whilst in warranty but they kept saying it will be fixed with the update. Honestly just use it to tell the time and for GPS tracking of runs. Heart rate data is useless. Deffo never getting garmin again

  • Just wondering; if we connect a chest strap to the 265, would it record and display the HR also with false reading, same as from the optical HR of the watch?

    Or would it be correct?

    Here in APAC the available version is still 18.18... :(

    Thanks in advance.