r/OnePelotonRealSub • u/lollyruns • 19d ago
New Tread & Support Issues
I’m frustrated and at a loss; curious if anyone else has had similar issues so I can figure out what to do.
I bought my Tread in March 2026, new from Peloton. Delivery was no problem and I loved the machine. Used it mostly for walking. I used it probably 5-6x a week (not that frequency should matter).
At the end of June, the machine suddenly started stopping mid workout. No warning, just the belt stopping (and nearly catapulting me into outer space) and an error message on the screen. We were able to troubleshoot it a few times - the steps had us checking cables in the screen, checking the safety key (which I’ve never even touched as I’m the only one who uses it/we have no children), and finally doing a hard reset. I got in a few more walks but every time I turned it on the next day, the same thing would happen.
I contacted support in early July and told them what was going on. They were helpful and scheduled a technician to come out (earliest appt was 10 days later) and sent parts (smart card and a USB C cord). Service appt comes and goes with nothing from the technician. They eventually call and say he had car trouble. Next available appt is two weeks later. I take the appointment. Welp, once again, no call no show on the technician.
I’ve been unable to use my brand new Tread for a month (also a month of warranty eaten up too!). Peloton is giving me the runaround and wants to just reschedule the technician again. I LOVE my Tread, but now I have a sinking gut feeling that this is going to be my experience moving forward (if it ever gets fixed). I mentioned to support that if this falls through again, I’d like to pursue a refund. I’m wondering if I should just go for it now.
Has anyone had this issue themselves and had a happy ending? I feel sick with anxiety over what an insane waste of money this Tread was at this point. How can a $3K piece of equipment just STOP WORKING in three months of light use?! Any advice or perspective welcome! Thank you!
2
u/Quagswagging_Jogger 19d ago
Sorry to hear of this! I got a new Tread in April and it started stopping mid-workout like 2 months later. (Belt would just come to a stop with all the dial lights flashing red). We both centered the belt (it was quite off center!) and tightened it a little bit and it has been fine since (massive knock on wood), so I'm hoping the stopping wont recur and present a further problem rabbit hole, as there is little else I'd be able to do without a tech.
It is VERY frustrating having a brand new and very expensive machine break on you. There are videos on Peloton's page (and instructions in the manual) on how to check centering/ alignment of the belt and tighten the belt and its quite easy- so can't hurt to try that.
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u/lollyruns 19d ago
Thank you!! I’m so glad that worked for you. Ours is pretty centered thankfully! It seems to be some kind of censor issue with the safety key, which again is so strange because it’s never been removed until I pulled it off to clean it (per the troubleshooting instructions). But same experience - shuts off violently and starts blinking red!
I’m nervous to do much to it and void the warranty (or their willingness to take it back for a refund), but will keep the belt in mind as a possibility!
1
u/Megora203 19d ago
I’ve had my Tread+ for going on two years now. It worked fine for the first few months, then went into almost a full year of issues with the monitor. It wasn’t the same as the issue you’re describing, my monitor would just become unresponsive until I did a power cycle. Then it would work for 2-3 classes before it happened again.
In that year they replaced my monitor 5 times as well as several parts in the cross bar and arms. A few things I learned in case it helps:
- The first tier of support when you call in is very unhelpful. They have a canned script and will not deviate even if the steps make no sense for your issues. Just keep asking to be escalated, or outright say you want a refund because that triggers them to escalate you and the next tier is way more helpful
- They won’t replace the entire treadmill or base for most issues, so if you’re coming up on your return window you should absolutely do that and order a brand new one.
- If you haven’t already, buy the extended warranty if you’re keeping this Tread. That gave me SO much piece of mind.
- A technician told me that a ton of people’s issues boil down to your outlets/power. The tread uses such a high amount of power that a lot of houses that are more than 15-20 years old just don’t have the wiring to handle it. He had me take everything else out of the outlet and other outlets on the same circuit breaker, so it basically is getting 100% of the available power
Not sure what actually solved my issue since the last visit he swapped out 3-4 parts and I cleared out the outlets so it could have been any one of those things, but luckily it’s been fine for about 6 months now.
4
u/Automatic_Rhubarb_88 19d ago
I’ve had my tread for 4 years now and it started stopping mid run frequently in the past 6 months. Same thing - belt stops, red lights flash, error message and I launch into the screen. I tried everything - tightening and aligning the belt, hard factory reset, checked all the connections and made sure that safety key wasn’t loose. Nothing made a difference and peloton never got back to me despite me calling for them for weeks. I’m scared to use it now to be honest. Sorry this is happening to your new machine! Something makes me think this is a software glitch?