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If your CGM sensor falls off before your session is supposed to end, do you call their customer service for a replacement sensor?
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I chose yes, always but should have chosen other.
Mine does not fall off but has occasionally stopped working.
And DEXCOM – despite their many flaws, have always been extraordinary in supporting me when I have had sensor issues.
Other. Censors cement themselves like a tarantula spider and have never fallen off (in 16 years!). Dozens of other things go wrong with transmitter, pump signals, sensor itself. c’est la vie ¯\_( ͡❛ ͜ʖ ͡❛)_/¯
Absolutely! At $37.50 a piece, I will always get a replacement!
If they fail, I call. I have already accidentally caught one and ripped it off – in this case, I did not call because it was my fault, not the sensor adhesive’s fault.
I call—even if I rip it off accidentally. They replace them. Mine cost over $60 a pop.
I chose always but actually mine has never fallen off. I misread the question. If ANYTHING goes wrong with dexcom sensor, I always call it in.
So far, I have not had one fall completely off. I use their overlays with strips of Opsite Flexifit on either side. If it gets raggedy, I trim and replace the Opsite Flexifit.
When a sensor has occasionally quit early, Dexcom has always replaced it.
Mine don’t fall off, but often quit being accurate on about day 8. I’m thankful for my BGM at those times and often stop a session when that happens. Dexcom is always good to replace a sensor when not working correctly.
I didn’t realize they would replace one that fell off. So my answer was no, but from now if that happens it will be yes.
Medtronic now has an online form so they will replace up to 3 sensors every 90 days without needing to call. I’ve only had sensors come off in the summer when I have been swimming and sweating a lot. OR I get it caught on a door frame. Since I started using SkinTac a few years back I haven’t had any issues.
I wore a Dexcom CGM on my thigh during my C-section (several years ago) and the surgical team ripped it off by mistake and I had them retrieve the transmitter from the garbage. I did not call to have the sensor replaced because generally Dexcom sensors could be extended more than 7 days and I usually had enough to last me through 90 days insurance coverage.
I use the Dexcom online support form instead of calling: much simpler!
I said “sometimes”, but really it should be “almost always.” I have had cases where I had one day, or less on my sensor, and just didn’t bother calling Dexcom. I don’t have the time to waste answering all of their questions. Dexcom just goes on-and-on with questions, and I have a life to live. I can’t spend that kind of time on the phone. So, if my sensor is near it’s expiration, it is not worth the time to call them.
Dexcom is very easy about replacement. I think there’s a limit over a certain time period. But I’ve never run into it. They’ll also replace if you’ve got a bad insertion where the filament is causing discomfort. And they’ll also replace when the sensor gets yanked off from removing clothing etc. so it’s not just about adhesive giving way before the 10 day period.
My sensor tends to fail on day eight or nine (out of 10) so I typically do not call unless it will mean that I will be short on sensors.
I order a replacement online
OTHER: I’ve used the Dexcom G6 for more than two years and not one has “fallen off” prior to ten days. Yes, I lead an active outdoor life year round in Florida and sweat profusely when biking and working the farm, and I don’t need a “sticky” prep on my skin.
The “secret” [CLEARLY STATED IN DEXCOM LITERATURE] is to properly prepare the skin site by washing with water [no alcohol mentioned] and ABRADING the skin sufficiently – to remove a couple of dead and failing dermis layers.
I don’t call because the wait times are too long. I enter a product issue online at Dexcom Tech support and they replace the sensor.
I use the stickers over top of the CGM so they don’t fall out anymore. However, on more then one occasion, the transmitter has expired a day or two after I put a new sensor in. I need to call for replacements more often
I have not had a CGM sensor fall off, but if the device fails before the session should end I will usually call for a replacement.
This actually happened to me this week – The sensor had only been on for about 24 hours when I banged it on the wall accidentally and it peeled off. Guess I’ll try giving the company a call!!
Because of the “rationing” of DME by Medicare, I’ve always called Tandem/Dexcom when a sensor hasn’t lasted the full 10 days. Although, my Dex has Never “fallen off”, but has needed to be replaced early due to lost readings exceeding 3 hours total.
Dexcom has been great about replacing them, providing I meet the replacement criteria. I go to the T:connect reports to tally the total sensor “down” time for any sensor before I call for a replacement. It can be found in the “logbook” feature of the reports. On those few occasions when the adhesive appears to be failing before the ten days, I simply add either an overpatch or other tape to secure it for the duration. Luckily, I haven’t experienced many adhesion issues, even though I live in hot, humid Florida. (Favorable body chemistry, I think!)
I’ve never had my CGM fall off before it expired.
I did have two that never got started successfully. One of those never released from the injector (everything, sensor and the injector stayed stuck in me) and the other one wouldn’t connect with the transmitter. In both cases Dexcom sent me replacements quickly.
I answered Other as I only seek a replacement if it fails due to blood at the site or failure to calibrate. I double tape so don’t as a rule have it fall off.
I chose ‘other’ as I have never had this issue, using Medtronic. All the issues listed seem to have been with Dexcom, makes me wary of switching to what it seems is a more accurate sensor.
Even with Skin Tac, thee are walls in the way. Once it stopped working. My insurance company is allergic to cooperation, but the manufacturer wants to know what happened.
I said other, because my first choice is to use the Contact form in the Dexcom App (when it works). My usual problem is not sensors falling off. But going flacky the last 48 hours of a ten day session.
I’ve not had one fall off. If I did, I would certainly call for a replacement.
It rarely happens, but if it does, or if I need to remove it for a scan or something, Dexcom is always right there, ready to send a replacement. It’s a real relief.
My G6 never falls off, but sometimes it would not read correctly a day or 2 before the 10 days. Then I call for a replacement.
Since 2009 I doubt I’ve called Dexcom more than 5 times
I have found the dexcom support to be very responsive . There are no issues getting a trplacement sensor.
I’ve never had one fall off on its own, but Dexcom has been great about replacing them if I lose one for any reason, including removing it myself before an MRI. I usually use the online form to request a replacement rather than call.
Interesting and useful information. I go for MRIs occasionally due to various health issues and, of course, had to remove the sensor. I never thought to call DEXCOM because I figured it wasn’t their fault. Nice to now know that they will send a replacement, thanks.
It depends on how soon the sensor would need to be replaced. It hasn’t happened often for me.
never had a Libre2 sensor fall off. have had one “die” but have gotten replacements when they are so far off from meter strips or getting some funky message on my reader
Have not had a CGM fall off.
I answered no. It’s usually my fault. I do, however, request a replacement each and every time I have a sensor that wont start or calibrate out of the gate.
Because of insurance, I can run short if I lose days on my sensor so it is very important to make sure I am covered for the lost days. It is also good to have some extra days as I live in rural Alaska part of the year. It has been a long time since I have had to replace a sensor tho. Very long time.
Being on Medicare in PA supplies are closely rationed. If I wasn’t sent a replacement I would need to do without until supplier was allowed to send next order.
I call sometimes. My G6 sensors often die on day 8 or 9. So I call at every 3-4 sensors to recover my lost days. I pay cash and I am on the Dexcom subscription program. I just have to make it to the next scheduled delivery.
I can sweat off sensors. The Abbott ones I learned a wrap of 3M Corban would keep them in place. I haven’t found a practical solution to keeping Dexcom sensors on when the adhesive lets go.
There are many comments about insurance and medicare limiting access to supplies. In my experience Dexcom’ s push to bill for sensors “per day” is the root of this problem. It has allowed them to ratchet up the price to 5x what Abbott is charging at retail so I can’t afford to buy a replacement.
Abbott has their own problems with software bugs they refuse to fix that will blacklist a sensor.
So of course I contact the manufacturer to replace every sensor. In the US every prescribing doctor should have to tell patients contact the company to get replacements.
I answered ‘other’ because I’ve never had the sensor just ‘fall off’ — it stays on until I pull it off. They have sent replacements (Dexcom G5 and now G6) when the sensor has failed for other reasons (bleeding for example) and the tech person on the phone has told me to pull it off and replace it.
I have been using a CGM for about one year and have not experienced a sensor falling off. I would probably call customer service if the loss was not close to the replacement date.
In rarely happens, so no.
I have, but it’s a real rigamarole to phone and talk to someone who is not English-as-a-first-language-speaking, and makes the experience unpleasant. They act as if I’ve done something wrong.
Yes! Otherwise you run out…. and develop CGM separation anxiety.
Mine haven’t fallen off. One time it did become loose so I just reinforced with medical tape. If one fell off, especially if I did nothing to cause that to happen, I would probably call since I do call for other types of failures.
Yes, I always request a replacement. There is no way to get an order of CGMs earlier than the 90-day refill, so I get a replacement.
I said sometimes. Because if I knocked if off I feel responsible for the failure. However Medicare has zero wiggle room for needing your supplies earlier than they allow, so it does not hurt to ask Dexcom. They have never turned me down or made me feel bad for calling. They always apologize and begin asking their required protocol questions and move through the replacement process. I once purchased emergency sensors from Amazon when I needed extra from travel because they provide so much peace of mind. Height of Covid delays… Expensive.
I have never had a sensor fall off and I do call if after a few days I get sensor errors/inaccurate readings. Dexcom is excellent in replacing sensors even with MRI’s appointments. Thank you Dexcom!
If the CGM Sensor fails within one day, No. However, two or three days, yes, I go online for replacement.
I said, “Yes, always,” because it has and I did once or twice. This rarely happens though.
In over 3 years of using Dexcom CGM I have not yet had a sensor fall off. I am grateful!
Mine has never fallen off