In speaking with TomTom support, they assured me that the problem is a software problem on their end

Evidently the software problem is a known item on which they are working to fix

TomTom support helped me resolve the software problem

If you go online or on your phone to the "app" for it, it charts your heart rate on a graph throughout the day as well as during workouts

Occasionally it doesn't get the connection as quick as you would like when you are running - not sure why