• Please Remember: Members are only permitted to share their own experiences. Members are not qualified to give medical advice. Additionally, everyone manages their health differently. Please be respectful of other people's opinions about their own diabetes management.
  • We seem to be having technical difficulties with new user accounts. If you are trying to register please check your Spam or Junk folder for your confirmation email. If you still haven't received a confirmation email, please reach out to our support inbox: support.forum@diabetes.org.uk

Complaining to Insulet / Omnipod

PhoebeC

PhoebeC

Well-Known Member
Relationship to Diabetes
Type 1
Hi folks,

Does anyone know how I can raise a complaint with Omnipod not via phone?
I know I shouldn't but I do struggle with them verbally. Or is there a way to speak to someone in the UK, not a crackly line?
I have looked on their website and have found all sorts of reporting channels data protection, whistleblowing but not a service complaint channel. I keep having issues with wearing the pod on my stomach and the libre connecting, they said this was a useable method during the training day and in the manual.
Screenshot 2024-12-30 114827.png
And the last call with them I really do not feel happy about at all. Actually I believe it is incorrect advice, as they keep telling me different things and said that no other Bluetooth can be in use around the devices and wherever the pod is worn the libre must be within 2 inches of on the same body part. That's not all of it.

I will contact my DSN about this again as I was told on this call that the libre 2+ can be worn anywhere and that if not then all pods must be on the same arm as the libre. This is a stop down from the Dash for me as it is not as advertised at all.

Urgh!
 
Hello Phoebe. Not really much help but I emailed omnipodinfogb@insulet.com a few times and managed to get hold of someone a bit further up the chain. Took a couple of days though. They can be hard work on the phone can’t they. I think every other sentence I say is “sorry mate, can you say that again”. Good luck.
 
Tom1982 said:
Hello Phoebe. Not really much help but I emailed omnipodinfogb@insulet.com a few times and managed to get hold of someone a bit further up the chain. Took a couple of days though. They can be hard work on the phone can’t they. I think every other sentence I say is “sorry mate, can you say that again”. Good luck.
Click to expand...
Thanks Tom I will email. I spoke with my DSN he will try on their end too.
 
Not currently Libre user but that suggestion about not having other Bluetooth devices connected seems a bit far fetched @PhoebeC

Current Omnipod 5 pod is on my stomach Dex sensor is around side & no issues with them communicating, tbh I've always used alternative sites for both Libre & Dexcom other than arms as per recommended by manufacturers, accuracy wise find alternative sites no different to using arms.

Not really had to contact customer support much lately so no advice to offer unfortunately.
 
nonethewiser said:
Not currently Libre user but that suggestion about not having other Bluetooth devices connected seems a bit far fetched @PhoebeC
Click to expand...
I know the Bluetooth point is so far fetched, that is not at all how Bluetooth works and it is completely ridiculous advice in nearly 2025. Some people, not us have everything connected in their homes via wifi or bluetooth, there's Alexa and Google (and others) from TV's, speakers, headphones and all the kitchen gadgets possible. I work for a firm which provides research and consultancy support on technology. And that's not my expertise but I do know a little about how this tech works, I cannot imagine what my colleagues would think about this.

I understand the sensors being worn elsewhere and I am not against it. My issue is I am wearing the pod in the recommended location and the sensor again as recommend by them and freestyle and it won't work, and they won't send a replacement, this is the 2nd pod with this issue since 10th, so if this carries on I will be down on the supply.

And one of the plus points of the pod is the changeable locations.

I am not sold on the HCL at all. And I am trying to remind open minded to it. I think the 5 faults, and these issues have impacted the learning of the system and I am not seeing much improvement in time in range, hypos or effort on my part and I knew it would take time but this is not that. I've had good days and I can see the benefit of HCL then, but i have had a few days less than 40% in range and I never had that often with the Dash. So far it isn't as good as me, and I have had to do an awful lot of finger testing, so that's a step back.
 
I've given up using my abdomen, just arms adjacent to libre sensor. Seems pretty reliable, take some practise and planning though. if I really need an alternative my back or buttocks.

HCL is working pretty well for me but took a few months to get it running smoothly.
 
Richard F said:
I've given up using my abdomen, just arms adjacent to libre sensor. Seems pretty reliable, take some practise and planning though. if I really need an alternative my back or buttocks.

HCL is working pretty well for me but took a few months to get it running smoothly.
Click to expand...
Yeah I have found my back is okay, my buttocks take longer to heal. I used this sight for rugby matches as they got impacted less than other sites so for a while that was a very well used part of my body. I can't use my arms only as I am small and I need site rotation for my skin as much as anything.
How many months?
 
I was frustrated for the 1st few weeks, about 2 months in I started to 'get it' maybe I'm a slow learner. Because I was transitioning from Libre 2 (manual) to Libre 2+ HCL I wasn't offered any training or support, instead relying on the instruction booklet and forum advice.

My 90 day time in range average is now 88%, the odd day I manage 100%.
Less corrections up or down, 1 hypo but this was Christmas foolishness, best of all pretty stable overnight. (I turn the alarms off to avoid disturbances) generally chugs along between 5 and 7 and deals with dawn phenomenon.

Activity feature works well when out walking too.

The consultant seems pretty happy with this.
 
I too hate having to phone Insulet. I can barely understand any of them. I don't want to be rude to them, but it does complicate things. I usually ask them to speak slowly and clearly and say I am a little deaf. I am, but wear hearing aids.

I'm finding it very frustrating being unable to do proper rotation. After almost 23 years having it dinned into me that we must rotate our sites it seems quite wrong to be limited to a few square inches of flesh. I think I might start rotating the sensors to give myself more real estate!

Not only that I find I am most often in the 7s whereas when I was relying on myself I was most often in the 5s and 6s where I prefer to be.
 
Try this UK number: 020 3887 1709 @PhoebeC.

I got really fed up with talking to anyone at Insulet, but had a call back from this number and spoke to someone sensible who solved the problem. Only use this number now.
 
Sorry to hear you are having such a tricky time @PhoebeC

And a less-than-straightforward compliaints prodecure, along with repeated failures really can’t be helping :(

Do you have the opportunity to switch to something else if things don’t improve?
 
You must log in or register to reply here.
Back
Top