I started on the Pod exactly 1 month ago and had a PDM error a week after starting and one again last night. I feel like I really didn’t get a straight answer from customer service about the cause and frequency of PDM errors or if what I was experiencing was within the acceptable norms.
I’ve been reading a lot about pod failures and thank God haven’t had those problems but I’m wondering if I’m in for these somewhat regular PDM errors and wasted insulin that goes along with them.
Not often at all. When we have had them, the batteries were low, yet the reminder had not alerted yet.
I’ve been on Omnnipod since late summer and haven’t had a PDM failure; however, pod failure is a different story.
I did have a problem with batteries going dead within a week. These were batteries from Costco and cheap. I got the Energizers and they are lasting about 3+ weeks. Thats about all I can tell you about the PDM.
Use Energizer batteries and ALWAYS turn on your PDM BEFORE inserting test strip!! I was getting constant errors which resulted in resetting the time, date, etc. When this occurs the PDM automatically resets to military time which changed the times of my preset boluses. I spoke with an Insulet rep and we were on the phone for over a half hour. He talked me through fixing it and told me about the test strip. He said if it malfunctions again they’ll send me a new PDM overnight but so far so good.
If you talk to a rep who doesn’t satisfy your questions, ask to talk to another rep or a supervisor. Good Luck.
Thanks, Janet
I’ve heard of the Energizer battery thing before but it seemed like those related to problems with the PDM turning off and on, a problem I’m not having. Are you saying that you were getting PDM errors where it tells you to remove the pod (and you have to stick the paper clip in the back to reset it and you then have to reset the date and time)? That’s what I’m getting. I suppose I could just try the Energizer batteries to see. the 1st error happened with the batteries that came with the pod, the second one after I changed and was using Walgreens alkaline. What could it hurt to try the Energizer? When it comes to making sure I do everything right to avoid problems I’ve read about, I’m about ready to try anything to keep everything working right!
I was thinking of calling a rep. I met him at an OmniPod event back in Sept. I was the only one who showed up so I think he would remember me!
Hi David…I’ve been on OminPod for about 9 months and I don’t believe I’ve had any errors other than alerts for low battery or status alerts when it can’t read my Pod. What type of errors are you receiving?
I have never turned on the PDM before inserting a test strip and it has yet to cause a problem after almost 4 years. Interesting how we have different experiences.
Hi Schmutz
Just says “PDM error” and to remove the pod. There’s a long string of numbers underneath and it’s been the same ones each time. Customer Service said they know what some of the error numbers mean (what caused the error) but this string, they don’t know what caused the error.
Then if they don’t know what caused the error and it continues they’ll have to send you a new PDM.
LOL re: you were the only one who showed up… sad and funny at the same time. David, do you call Insulet every time you get an error message??? My rep told me after 4-5 times they’ll send a new PDM and replace the pods. My PDM errors never told me to stick the paper clip in the back but I did that once a couple of years ago with the assistance of a rep on the phone. My error messages automatically disables the pod and tells me to remove it. When I say “OK” the date and time comes up for me to change, then it takes about 4 hours to reset and give me the set boluses. I have a feeling you just have a faulty PDM but you must call Insulet every time it happens. I think you just need to call them and tell them you need a new one.
Believe me, I call every time I get the error message. My error message sounds the same as yours, everything is disabled. I asked if it means there’s something wrong with the PDM if it keeps doing it. Customer Service told me that it’s OK as long as it resets when you stick the paper clip in. they said it was a “glitch” when this happens. I said it’s getting to be an expensive glitch. Last failure was right after I changed pods. The error doesn’t tell me to stick the paper clip in, customer service does. I’m not sure what rep to call. I went to a local OmniPod event in the Burlington VT area where I am but I go to Dartmouth hospital in NH and that’s a different rep. I think I’ll call the rep who was at the event and see what he says.
If you have a problem – call ASAP and ensure they overnight you a new device (reporting to them data is valuable to them in fixing their issues, the least they can repay you is overnighting a fix). Even with pods - many people are under-reporting issues with the system and they have no way to understand the failures of the system unless we report it because they don’t make these devices like internet connected phones to report errors to the manufacturer directly (silently).
My most recent PDM was re-setting itself frequently. New PDM sitting on my doorstep the next day. Dead pod on priming? Give them the error code and lot numbers. New pod the next day. I lost an entire box of pods due to priming failures, reported each one individually and received a Fedex the next day after each dead pod. I trade error codes for replacement pods.
The first time they asked for the code, the second time they didn’t. I asked about them sending the replacement pods with my next reorder and being concerned about running out and they wanted me to contact the reorder dept about that. I’m starting to feel like i’m talking to politicians when I call. When I ask questions, they say something back to me but it doesn’t really seem to be an answer.
I’m sorry to hear that because I had an entirely different experience but I guess it’s the representative who answers the phone. I’ve never had a problem getting help and if I were you I’d ask to speak to a supervisor if you’re not happy with the rep.
Yes, they’ve been very good about that with me too.
I call Insulet @ 1-800-591-3455 which is the number on the back of your PDM. They’ve always been extremely helpful and knowledgable. I don’t know what rep you’re talking to but call the number I gave you and don’t hang up until you get satisfaction. We pay a fortune for this whether it’s through insurance or out of pocket and they do not want to lose customers. I can’t imagine them not replacing your pdm and pods if you keep reporting the errors!!!
I was told if I get one more error they’ll immediately replace my PDM. They are sending me all the pods that failed due to PDM failures in my next shipment. I guess it’s just like any other mechanical device… some are perfect, others are lemons.
I decided to call customer Service again to see if I could get a real answer and I talked to a “fantastic” rep who checked with her supervisor and they both agreed that these error “do” happen but they shouldn’t be happening every few weeks and they would overnight me a new PDM if I wanted. I took them up on the offer. She also explained that they normally send out the replacement pods with the reorder but that you could request the replacement to be sent overnight or priority which no one ever told me before. She also did confirm what I’ve heard hear about the most compatible batteries seeming to be the Energizer Max. I told her how fantastic she was and that I have found service there to be uneven-some reps are great like her and others seem to be somewhat unresponsive. I feel much better about things today.
Now I’d be set if I could just find some good sites for rotation and get my sugars back to where they were pre pump!
Thanks for your input
Oh wonderful!!! So glad you finally had a good experience with a rep. and you’re getting a new PDM and from here on out if you have any problems just find a good rep again. Did you get the name of the person you spoke to? If so, you should ask for her all the time. 
She asked if I had any more questions and I said I did but couldn’t remember it at the moment. She said I could always call back and I replied yes, but I won’t probably get you again. She then gave me her name and hours when she was there! She even emailed me later to make sure she told me about returning the PDM within 30 days (she did tell me that during our conversation). I emailed her back to confirm the number of replacement pods due to me (that was the question I forgot). When she replied with the wrong number I emailed her back and when she replied she said she checked my history with her supervisor and that the number I said was correct. All the reps should be as good as she is. I told her she should be training reps there.