So I got my G4 last November and now rely on it almost too much. Recently I have been getting more and more instances of ??? and loss of signal. It appears as though the transmitter is on its' last legs. I figured I was pretty lucky getting almost a year out of it. So on October 4th I called Dexcom and they got the process started or at least that is what I thought. A week went by and then another week so on 10/16 I called Dexcom to see what was going on. Turns out they hadn't even initiated contact with the insurance company until 10/10 and as far as they were concerned they had done everything within their prescribed time line. They suggested I contact my insurance company which I did. The insurance company while somewhat helpful said contact Dexcom again to mark the situation as "urgent". So again I call Dexcom and I doubt very much they did anything at all. Luckily my transmitter is still very much alive and well because when I got back from my week long vacation in Central America there was a letter from my insurance company denying my request for a new CGMS system. I of course called the number listed on the letter and spoke with yet another insurance drone. I explained that I hadn't asked for a new CGMS system, just the component of the system that was out of warranty and had died (ok, so I lied). The drone said that my doctor had ordered a new system. Obviously by then I was fed up and left the mess in my doctors' lap. With any luck I will eventually receive my new transmitter hopefully before this one actually dies.
I wonder how much is Dex and how much is your insurance. I had an ER throw out my transmitter. When I go home, I called Dex and because I was past the 6 month warrantee the replacement was covered. Dex contacted my insurance, and shipped my replacement overnight the next day. I have very good insurance, so I think that it is very easy for Dex to get an approval from them. When I first got my system 7 four years ago, I was approved in 2 hours. My CDE told me it was the fastest she had ever seen.
Sorry to hear about your difficulty. After seven months of use, my son's CGM started giving readings that were really off -- not consistently. Just enough to throw us off though! I dialogued with folks on this site and sought a new transmitter based on their recommendations. I learned that the transmitters often need to be replaced 6 - 12 months after use. Ours lasted a good seven months.
I pursued a replacement transmitter through my DME, which already sends my son's Omnipods and CGM applicators (not sure what to call them). They directed me to my son's Endo for a 'script. The CDE asked me a list of questions needed for qualification from our insurance company and the order was placed. It took a couple of weeks total. The monitor is once again working well. Perhaps pursuing this through your Endo office or medical supplier will get your order processed. The endo office is familiar with our insurance and knew how to get us a new transmitter.
Good luck!
Thanks. It was mostly my doctors' office that messed this one up. I spent half the day on the phone with my insurance company, Dexcom and my doctors' office. It turns out that Dexcom processed the paperwork and submitted it correctly to the insurance company on October 10th. The insurance company contacted my doctors' office for clinical information only to be told by the medical tech that I didn't need a new transmitter, my CGMS was fine. So the insurance company sent me the denial letter.
I scanned a copy of it and emailed it to a rep at Dexcom and my doctors' office. My new transmitter is being shipped overnight and will be here tomorrow. Not quite 4 weeks after I initially started the process.
To be fair it was not my endo who actually wrote the script for the CGMS it was my primary care doc. I am fairly sure the med tech doesn't have a clue what a Dexcom is or what parts of it need to be routinely replaced. So I will give her a pass this time.
Clare- glad to hear it worked out well.
I had also noticed strange readings and more ??? on my G4, when the transmitter was about 8 months, and put in the order for a new one. I order through a 3rd party, and they obtained the new Rx from my Dr. I got the new transmitter, but haven't started using it yet. Suddenly my initial transmitter was working fine. Or maybe it was the batch of sensors I had.
So I'm now going on 11 months on the first transmitter.
Clare - I'm glad you're finally able to cut through all the communication errors. I called Dex a few months back to request a new transmitter. They handled everything, including getting an Rx from my endo, and I received the package very quickly.
Prior to the replacement, my receiver was advising me to replace the transmitter. I, too, was getting more frequent ??? episodes. I was hoping the new transmitter was going to cure the ??? data dropouts but I still have them from time to time. Not a lot but enough to be a nuisance. I'm thinking that some batches of sensors may not be 100%.
I just ordered the system replacement since my receiver is now one year old. I called Dex and again, they took care of all the paperwork. I did have to print out an assignment of benefits form, sign it, take iPhone pictures of it and attach them to an email and return. Fedex delivered the package to my PO box a few hours ago. Apparently they sent a receiver kit together with another transmitter kit. I'll see. I didn't think that I needed another transmitter as my current one is only three months old. Sometimes I just keep my mouth shut and leave well enough alone!
I'm hoping I have another leather case for the receiver as it's been useful for me and my current one is showing its age.
I'm glad your request for a transmitter finally resolved in your favor. Unfortunately, our health care system (US) has way too many cooks in the kithcen! It's a wonder we can get any transactions implemented.
Thanks Terry, as it turns out my transmitter seems to be perfectly fine at the moment. I have the replacement, still in the box ready for when I actually do need it. My receiver is also pretty new since Dexcom has replaced it twice since the original one in November of last year - the first time because the usb door fell off and second when the entire micro usb port just receded into the case making it impossible to download or charge. That seems to be a part of the system that was not particularly well made. If they don't send you a new case, let me know, I don't use the one that came with the systems anyway and it is collecting dust in my D closet.
Thanks for the case offer, Clare. For now, I'm good. I've read about several failures of the USB door. One thing I've noticed about the USB port is that it does not easily mate with the cord. I do this frequently since I download my data to a computer every day. With my aging eyes and less than ideal lighting, it requires patient fiddling almost every time to get it to align.
I may be one of the minority that likes the G4 case. It's design was decidedly male, I concede.
Even with these design deficits, the G4 greatly enhances my health and life.