Buckle up for a crazy story.
I use the G6 with the T:Slim X2. I get my CGM alerts through the Dexcom software on my Pixel 5a phone.
A few nights ago, I was awoken by a short “beep” coming from the phone on my nightstand. I turned it over-- my blood sugar was 45 mg/dl. I did not have any of my typical low blood sugar symptoms. Verified with a fingerstick-- 50 mg/dl.
I’ve never experienced hypoglycemia unawareness before, so this was extremely disconcerting.
As I treated my hypoglycemia, I looked at my CGM history. It was 1:30am. My BG dropped below 80 at midnight and slowly dropped over the next 90 minutes. At that point I was alerted, I had been below 55 mg/dl for 30 minutes.
As most of you likely know, what should have happened is that the phone should have triggered a loud, repetitive siren alarm indicating an urgent low, which does a very good job of waking me up. (I’m a sound sleeper, and the alert on the pump is sometimes not loud enough to wake me). The Dexcom software claims that it doesn’t allow urgent low alarms to be silenced. I verified in my app sound settings that the urgent low sound was still set to the siren alarm. It was.
The next day, I called tech support. I got someone at a call center overseas who fully managed to misunderstand my problem. She was all ready to send me a new sensor (I have no idea why). I told her if this is happening to others, this could be a recall issue. She told me “you need to speak with software support” and gave me a different toll free number. She said to reach software support, I had to press option 4.
When the recording came on, it was the exact same Dexcom message I had heard before. There were no push button prompts (though I tried pushing 4 anyway)- only voice prompts.
I ended up reaching another overseas tech support rep. I explained the situation again, and he ran me through a few irrelevant troubleshooting steps before he told me to wait. It seemed like me might have placed me on hold at first, but there was no hold music. I checked in periodically, and at first he replied. Then he stopped replying to me. I waited for 30 minutes, listening to this guy’s breathing, hoping he was digging up some relevant info. Finally I began speaking out loud that if this is a monitored line that this was an urgent situation that I needed to resolve immediately, and suddenly the call disconnected.
I cannot believe that it is so difficult to report what could be a critical glitch in the Dexcom software. It might have left me dead in bed. If this is happening to others, it might leave someone else dead in bed.
Incidentally, this is not the first time I’ve been unable to report a critical flaw to Dexcom. The G4 receiver speakers had a manufacturing problem that caused them to stop working. (After a few months of use, they would audibly crackle for a week out and eventually stop working completely). I had at least three or four of them replaced over the course of 2 years. Each time a new unit failed, I’d go through the same song & dance with tech support. Each time I’d explain to the tech that this has happened multiple times before. And each time the tech would tell me they’d never heard of this problem.
Suddenly there was a huge FDA recall for the failed speakers-- then magically everyone at tech support knew about it.
I even had a rep call me back to apologize because she initially refused to replace a failed G4 receiver because it was out of warranty. Apparently when a failed unit is included in an FDA recall, they relax their warranty standards. I wonder why?
Has anyone else experienced the urgent low alert failing on their mobile phones? I want to be clear that this is the first time I have experienced this problem, and I’ve been using Dexcom devices every day for about ten to fifteen years now. I’m not inexperienced with them.
And does anyone have access to a flesh and blood US-based Dexcom rep who could actually be helpful in resolving this issue?