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Dexcom one+ connection issues

W

wardy1703

New Member
Relationship to Diabetes
Type 2
Hey guys…

I’ve tried to connect three different sensors today and each one has failed.

I’ve uninstalled and reinstalled the app, I’ve checked Bluetooth several times and I’ve turned my phone on and off multiple times.

Anybody else had this issue?

I’ve done the suggested trouble shooting suggestions but now I’m at a dead end…luckily my doctors prescribed some more sensors but I don’t really want to be wasting any more.

Any ideas on what to try next greatly appreciated ☺️
 
When you say, failed, what has happened exactly after application?

Is Dexcom started in the same way as Libre by scanning with your phone using NFC and then after that it runs on blue tooth? If so, could it be that the NFC on your phone is broken? Which phone do you have? Do you make payments with your phone as that uses NFC, so would be a way of checking that the NFC is working.

You must report these failures to Dexcom in order to (hopefully) get replacements. The NHS should not be paying for faulty technology.
 
rebrascora said:
When you say, failed, what has happened exactly after application?

Is Dexcom started in the same way as Libre by scanning with your phone using NFC and then after that it runs on blue tooth? If so, could it be that the NFC on your phone is broken? Which phone do you have? Do you make payments with your phone as that uses NFC, so would be a way of checking that the NFC is working.

You must report these failures to Dexcom in order to (hopefully) get replacements. The NHS should not be paying for faulty technology.
Click to expand...
They just won’t connect via Bluetooth and they keep saying pairing unsuccessful.

Everything was working fine but I’ve not had one on for two days because I’ve been away and forgot to pack a replacement.

I have a iPhone…I’ll contact Dexcom customer services tomorrow.
 
Have you had any IOS updates on your phone in that time since the last sensor?
 
Replaced my sensor yesterday. Waited about 5/6 hrs then switched it on. Flatline at 2 mmol. Calibrated (don’t usually this early) then it showed normal reading, though oddly, it corrected on to the old sensor line, not the newly started one. Then ran for an hour and lost connection. Came back 2 hours later, lasted 20 mins then lost connection again. Replaced which is now ok, however, the calibration bit isn’t working. Will send report on the first one, and uninstall app and reinstall again to get ability to calibrate back. Hope they replace as I’m self funding.
 
On Wednesday morning I started new one plus sensor and it went down to 2 and flatlined for hours/no readings and ignored the calibrations until late evening it worked properly. I use the reader.
Some sensors work fine and others don’t, it’s so frustrating and I’m thinking about going back to G6.
The one plus stick too well to me and takes a while to prise them off with adhesive remover and leave more red marks than any other dexcom sensor did. I tried libre but painful, reacted to adhesive and stuck like limpets too. I only use on stomach as painful on arms. I have hyper sensitive skin unfortunately.
I assume the adhesive on the one plus is the same as G7
 
Jade said:
On Wednesday morning I started new one plus sensor and it went down to 2 and flatlined for hours/no readings and ignored the calibrations until late evening it worked properly. I use the reader.
Some sensors work fine and others don’t, it’s so frustrating and I’m thinking about going back to G6.
The one plus stick too well to me and takes a while to prise them off with adhesive remover and leave more red marks than any other dexcom sensor did. I tried libre but painful, reacted to adhesive and stuck like limpets too. I only use on stomach as painful on arms. I have hyper sensitive skin unfortunately.
I assume the adhesive on the one plus is the same as G7
Click to expand...
As far as the adhesive goes, when I activate the new one and remove the Bluetooth connection of the old one, I spray it with Avon Skin So Soft moisturiser, then at bedtime I can remove it a lot easier than if I hadn’t used it. And it smells good too!
This is the first One+ I’ve had a problem with and I’ve had them from the launch. Was on G7 to begin with. All other niggles have been with the app, but an uninstall and reinstall again usually sorts it.
 
I haven’t tried using the app yet as previous phone wasn’t compatible.
Avon so soft used to be promoted as a good insect repellent but my skin reacted to it
 
wardy1703 said:
Hey guys…

I’ve tried to connect three different sensors today and each one has failed.

I’ve uninstalled and reinstalled the app, I’ve checked Bluetooth several times and I’ve turned my phone on and off multiple times.

Anybody else had this issue?

I’ve done the suggested trouble shooting suggestions but now I’m at a dead end…luckily my doctors prescribed some more sensors but I don’t really want to be wasting any more.

Any ideas on what to try next greatly appreciated ☺️
Click to expand...
@rebrascora
I’m sorry I have no solution but just wondered if you had managed to resolve this issue? I am having exactly the same problem. I have also switched off my iPhone and restarted it. I telephoned Dexcom the first time it happened and after going thru all the troubleshooting processes they've replaced the sensor but the same thing has happened again.
My app isn't exactly saying that the sensors have "failed" the app just saying " sensors have been unable to pair.
Annoying as I pay for all my sensors.
 
Jan1956 said:
@rebrascora
I’m sorry I have no solution but just wondered if you had managed to resolve this issue? I am having exactly the same problem. I have also switched off my iPhone and restarted it. I telephoned Dexcom the first time it happened and after going thru all the troubleshooting processes they've replaced the sensor but the same thing has happened again.
My app isn't exactly saying that the sensors have "failed" the app just saying " sensors have been unable to pair.
Annoying as I pay for all my sensors.
Click to expand...
@Jan1956 I think perhaps you meant to tag @wardy1703 rather than myself. I use Libre with a reader rather than a phone and it works incredibly reliably for me, so I have no issue to resolve.
Sorry to hear you are still having issues with your phone failing to pair with the Dexcom One+ sensors. Definitely contact Dexcom customer support.
 
Jan1956 said:
@rebrascora
I’m sorry I have no solution but just wondered if you had managed to resolve this issue? I am having exactly the same problem. I have also switched off my iPhone and restarted it. I telephoned Dexcom the first time it happened and after going thru all the troubleshooting processes they've replaced the sensor but the same thing has happened again.
My app isn't exactly saying that the sensors have "failed" the app just saying " sensors have been unable to pair.
Annoying as I pay for all my sensors.
Click to expand...
Hiya!

I had three that wouldn’t connect and I have no idea why?! My replacements work fine, connect with no issues whatsoever so ever and my Dexcom and app have been working fine so I’m wondering if some of the actual devices are missing whatever helps it connect?

I would definitely ring Dexcom and tell them, they have replaced all three for me…you do need the serial number from each device though so would recommend saving them when you have issues.

I hope you get sorted!
 
Read on the One+ FB page that they tap the sensor with a magnet. There is a bit inside the sensor that should be activated on application and sometimes doesn’t happen. Apparently a magnet in the vicinity of the sensor moves this bit and then it pairs. Don’t know if this actually works though!
 
Dexcom One+ will pair and then immediately fail if the fibre doesn't properly insert under the skin for any reason.
My ones that have failed like this, when they are removed there is no fibre there, or it is flattened against the underside.
Dexcom replace them with no fuss.
 
We’ve had a couple of G7s fail to pair. One worked once we’d gone through the thing of deleting the app etc but it’s annoying. Dexcom have replaced one that didn’t pair and it was late at night and my kid didn’t want to faff around trying to sort it so just took it off. The helpline bod said they don’t know why some of them don’t pair.
 
Thebearcametoo said:
We’ve had a couple of G7s fail to pair. One worked once we’d gone through the thing of deleting the app etc but it’s annoying. Dexcom have replaced one that didn’t pair and it was late at night and my kid didn’t want to faff around trying to sort it so just took it off. The helpline bod said they don’t know why some of them don’t pair.
Click to expand...
I had my 1st G7 fail to pair, in 18 months of great reliability, a few days ago. I reverted to fp and waited a few hrs making 3 seperate unsuccessful attempts to pair. Neither my android phone nor my reader would play.

I gave in, replaced the sensor and phohed Dexcom, who agreed to replace the sensor; that arrived the next day. One thing I didn't consider doing was to briefly switch my phone and reader off then back on; a suggestion made by the tech support team when I phoned. In hindsight I ought to have tried that, since that used to be a regular solution to IT problems.

I won't willingly reinstall the app. In this case since the Reader also wouldn't pair I felt the sensor was clearly at fault. But the faff of reinstalling the app is very frustrating. Having to go through the numerous, tedious, steps is bad enough; then having to agree all the subsequent bits of advice that are automatically (and intrusively) displayed - because I must be a new customer and don't know the basic things about Dexcom CGMs. It's one aspect of Dexcom that I find infuriating, along with not being allowed to take screenshots.
 
@Proud to be erratic i hear you on the annoyance of setting up the app again. I can take screenshots on the follow app on iPhone. I presume my kid can do it on his main app too but I confess I haven’t tried.
 
Thebearcametoo said:
@Proud to be erratic i hear you on the annoyance of setting up the app again. I can take screenshots on the follow app on iPhone. I presume my kid can do it on his main app too but I confess I haven’t tried.
Click to expand...
Well, thanks for clarifying that this seems to be a Dexcom/android bit of nonsense. A member of Dexcom central staff (UK based) confirmed it was a Dexcom security policy and their resident "DSN", based in Camberley, felt this would never be improved/changed since security protocols were important to Dexcom. I asked if thoughtless/mindless protocols could possibly be reviewed; her silence told me enough, followed by her implausible defence of the indefensible.

Somehow, I need to try to be more "mellow" about blatant nonsense. Alas these things always come to the forefront when all one wants is a quick answer to how is one's BG!
 
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