Warning to Freestyle Libre users - regarding Apple iOS updates.

[Mike D]

Still not working! …3 months now.
I emailed Abbot Freestyle asking to whom I can make an official complaint.
Surprise, surprise they phoned me back the very next day, but didn’t give me any new info that might be useful. They even put doubts in my mind that my phone was working correctly - so again I got another Apple iPhone diagnostics check done - and all was working perfectly.
So I reported this back to Abbot 2 weeks ago and haven’t heard anything back.
Really pi**ed-off with their pitiful system now!!

 

[counsellorneil]

Still not working! …3 months now.
I emailed Abbot Freestyle asking to whom I can make an official complaint.
Surprise, surprise they phoned me back the very next day, but didn’t give me any new info that might be useful. They even put doubts in my mind that my phone was working correctly - so again I got another Apple iPhone diagnostics check done - and all was working perfectly.
So I reported this back to Abbot 2 weeks ago and haven’t heard anything back.
Really pi**ed-off with their pitiful system now!!

No help, but really sorry you’re still experiencing this. Must be totally frustrating for you.

 

[NickE]

I’ve switched to Dexcom One+ partly because of frustration that Abbott has still not refreshed their app. But also so I could get readings on my (new) Apple Watch SE. My diabetic clinic helped with the change and explained what I needed to do as far as loading apps etc are concerned. My GP has changed my on-going prescriptions to Dexcom One+, which seems to have no problem with the latest IOS. After a merry-go-round search of NHS responsibilities it seems that a GP can support a change to One+, but not if it is for the G7. That needs to be decided by the hospital. On what criteria? Nothing seems to be written down.

But being tethered to my phone to get watch readings and alarms is still a problem. I’m not sure if my hospital will support a further change to the G7 (see above)). This has a direct to watch app which can be downloaded to the watch which I think would be better. No need to have your watch within 30 feet. But it is more expensive.

I’m battling some quite wild swings from high to low and vice versa, so I hope they will be sympathetic. It seems my time in range is around 68% (a figure the Dexcom app gives me) which seems pretty good, but this is I think too low a percentage and the high and very high readings are 30%. Small changes to my intake of carbs and occasional bolus adjustment doses seem to have a variable effect.

I have an appointment to see my Consultant in April (the earliest I could get) to discuss all this. Meanwhile I may buy one G7 monitor myself to see if having a watch connection direct from the sensor will help my control.

Of course everyone has different experiences with their Type One diabetes, the technology and the bureaucracy surrounding it. Of course things are much better than when I started out 52 years ago!

Good luck Mike tussling with Abbott!

Nick

 

[rebrascora]

Still not working! …3 months now.
I emailed Abbot Freestyle asking to whom I can make an official complaint.
Surprise, surprise they phoned me back the very next day, but didn’t give me any new info that might be useful. They even put doubts in my mind that my phone was working correctly - so again I got another Apple iPhone diagnostics check done - and all was working perfectly.
So I reported this back to Abbot 2 weeks ago and haven’t heard anything back.
Really pi**ed-off with their pitiful system now!!

Just a thought but are you trying to use the phone having started a sensor with the reader? If so, it will only allow you to scan with the phone and not give you full CGM on the phone, when the phone is the second device.

 

[Mike D]

Just a thought but are you trying to use the phone having started a sensor with the reader? If so, it will only allow you to scan with the phone and not give you full CGM on the phone, when the phone is the second device.

No, I always try to start a new sensor with the iPhone - once it fails to connect ( I try multiple times! ) I then use the reader which then connects instantly.

 

[Mike D]

I’ve switched to Dexcom One+ partly because of frustration that Abbott has still not refreshed their app. But also so I could get readings on my (new) Apple Watch SE. My diabetic clinic helped with the change and explained what I needed to do as far as loading apps etc are concerned. My GP has changed my on-going prescriptions to Dexcom One+, which seems to have no problem with the latest IOS. After a merry-go-round search of NHS responsibilities it seems that a GP can support a change to One+, but not if it is for the G7. That needs to be decided by the hospital. On what criteria? Nothing seems to be written down.

But being tethered to my phone to get watch readings and alarms is still a problem. I’m not sure if my hospital will support a further change to the G7 (see above)). This has a direct to watch app which can be downloaded to the watch which I think would be better. No need to have your watch within 30 feet. But it is more expensive.

I’m battling some quite wild swings from high to low and vice versa, so I hope they will be sympathetic. It seems my time in range is around 68% (a figure the Dexcom app gives me) which seems pretty good, but this is I think too low a percentage and the high and very high readings are 30%. Small changes to my intake of carbs and occasional bolus adjustment doses seem to have a variable effect.

I have an appointment to see my Consultant in April (the earliest I could get) to discuss all this. Meanwhile I may buy one G7 monitor myself to see if having a watch connection direct from the sensor will help my control.

Of course everyone has different experiences with their Type One diabetes, the technology and the bureaucracy surrounding it. Of course things are much better than when I started out 52 years ago!

Good luck Mike tussling with Abbott!

Nick

It’s just awful customer care, they advise that you do not update your iOS.
But do they really expect me to ignore the associated security updates include within an iOS update for over 3 months!

 

[JohnS]

I have always updated my iOS as recommended by Apple and have never had a problem with connecting to my Libre 2. However, when I installed my last sensor I found that I was not getting automatic readings, having to hold the phone up to the sensor to get a result. I turned the phone off completely and restarted it and, bingo, normal service was resumed! Automatic readings now received.

 

[kirsc]

I have always updated my iOS as recommended by Apple and have never had a problem with connecting to my Libre 2. However, when I installed my last sensor I found that I was not getting automatic readings, having to hold the phone up to the sensor to get a result. I turned the phone off completely and restarted it and, bingo, normal service was resumed! Automatic readings now received.

Can I ask what iOS you are on? This is the problem I seem to be having now. It also means I’m not getting my alarms which is a huge problem too. I did have my phone set to only download updates, but think I must have accidentally clicked on it when I was silencing a nighttime alarm! I did try the switch off and switch back on but it doesn’t seem to have made a difference.

 

[Mike D]

Can I ask what iOS you are on? This is the problem I seem to be having now. It also means I’m not getting my alarms which is a huge problem too. I did have my phone set to only download updates, but think I must have accidentally clicked on it when I was silencing a nighttime alarm! I did try the switch off and switch back on but it doesn’t seem to have made a difference.

iOS 18.3.2 - Libre advised me to NOT update after I already had auto updated to 18.3 just before Xmas and their guidelines still show are not compatible with 18.3 which is abysmal. I’m not prepared to keep my phone ‘at risk’ by not updating to the latest iOS for security updates, just because they’re so far behind!

 

[JohnS]

Can I ask what iOS you are on? This is the problem I seem to be having now. It also means I’m not getting my alarms which is a huge problem too. I did have my phone set to only download updates, but think I must have accidentally clicked on it when I was silencing a nighttime alarm! I did try the switch off and switch back on but it doesn’t seem to have made a difference.

Sorry to hear that you are still having problems. I am currently on iOS18.3.2 and using the Libre 2+ sensors with an iPhone 16. What iPhone are you using? I wonder if this has something to do with the particular model phone? Just a thought.

 

[Mike D]

iOS 18.3.2 - Libre advised me to NOT update after I already had auto updated to 18.3 just before Xmas and their guidelines still show are not compatible with 18.3 which is abysmal. I’m not prepared to keep my phone ‘at risk’ by not updating to the latest iOS for security updates, just because they’re so far behind!

To be fair, they did supply me with a Reader which is OK, but nowhere near as good as the Phone App.

 

[kirsc]

iOS 18.3.2 - Libre advised me to NOT update after I already had auto updated to 18.3 just before Xmas and their guidelines still show are not compatible with 18.3 which is abysmal. I’m not prepared to keep my phone ‘at risk’ by not updating to the latest iOS for security updates, just because they’re so far behind!

That’s my update - iOS 18.3.2. I hadn’t installed it as I was holding off, but I must have accidentally done it one night. So fed up of this - and then I get the usual c*ap from abbot when you query it with them. Why can’t they just admit they have a problem!

 

[Mike D]

To be fair, they did supply me with a Reader which is OK, but nowhere near as good as the Phone App.

SE 2022 ( the last one ) which is still compatible with their system.

That’s my update - iOS 18.3.2. I hadn’t installed it as I was holding off, but I must have accidentally done it one night. So fed up of this - and then I get the usual c*ap from abbot when you query it with them. Why can’t they just admit they have a problem!

Mine is SE 2022 ( the last one ) which is still compatible with their system. Their latest very slow compatibility guide is below:

 

[Mike D]

I considered if it didn’t work with 18.3 for me, then future updates couldn’t make it any worse!!

 

[Mike D]

That’s my update - iOS 18.3.2. I hadn’t installed it as I was holding off, but I must have accidentally done it one night. So fed up of this - and then I get the usual c*ap from abbot when you query it with them. Why can’t they just admit they

When I asked via email for a contact address to make a FORMAL COMPLAINT they actually phoned me promptly the next day and did vaguely admit to a software issue over the phone, but never admitted to it in any emails I’ve had from them. They even put additional doubt in my mind regarding the NFC reader in the iPhone. So I got it checked via apple diagnostics for a 2nd time and all hardware was confirmed to be functioning correctly. VERY FRUSTRATED WITH THEIR SYSTEM!

 

[Merluza]

I don’t understand why these micro changes to the os should cause problems, they aren’t really structural. I’m using 18.3 and I had doubts about it but I updated by accident and it works fine. Im also using an SE2022. I’ve decided to stick there for the time being and maybe well into the future as the next major update will probably be a big one with IA stuff in it and the 2022 might even be edged out.

I’m also unhappy about not being able to confidently update the security but I’m not a big phone user anyway and the CGM is the main reason I have it.

 

[Mike D]

I don’t understand why these micro changes to the os should cause problems, they aren’t really structural. I’m using 18.3 and I had doubts about it but I updated by accident and it works fine. Im also using an SE2022. I’ve decided to stick there for the time being and maybe well into the future as the next major update will probably be a big one with IA stuff in it and the 2022 might even be edged out.

I’m also unhappy about not being able to confidently update the security but I’m not a big phone user anyway and the CGM is the main reason I have it.

That’s interesting, I wonder why mine doesn’t work then. I don’t run any ‘dodgy’ software/apps which could cause a problem on my phone.

 

[counsellorneil]

SE 2022 ( the last one ) which is still compatible with their system.

Mine is SE 2022 ( the last one ) which is still compatible with their system. Their latest very slow compatibility guide is below:

That list is a little bizarre really. It says that the new iPhone 16s are compatible. However if you buy or rent one, it’s going to have the latest iOS already installed, which according to the last column is not supported . Doesn’t make sense. I very much doubt anyone will be able to find a new iPhone without the latest iOS.

Abbott are either clueless or are using this document as some kind of get out clause for not supporting users. I don’t understand how they can be so far behind. Apple releases beta versions of their iOS months before release. I wonder what Abbott do over that time. It seems very little. Very frustrating for users.

 

[Mike D]

That list is a little bizarre really. It says that the new iPhone 16s are compatible. However if you buy or rent one, it’s going to have the latest iOS already installed, which according to the last column is not supported . Doesn’t make sense. I very much doubt anyone will be able to find a new iPhone without the latest iOS.

Abbott are either clueless or are using this document as some kind of get out clause for not supporting users. I don’t understand how they can be so far behind. Apple releases beta versions of their iOS months before release. I wonder what Abbott do over that time. It seems very little. Very frustrating for users.

I agree completely, this is partially why I started this message before Xmas to warn others their potential new phones may not be compatible.

 

[Kol]

Could you get the trial Dex one+ out of curiosity? like @NickE has, think I would try that also.

Looking logically if Apple phone test was good, iOS 18.3 and above is working for most? I’m on 18.3.1 then can it not just leave a phone or app /setting? Assistive tech settings off - unless needed obviously, no hidden apps, all notifications allowed, app conflict?

I think you’ve already tried everything in your frustration anyway, so sorry to repeat anything.

I would be feeling your pain if in your situation, is it feasible to do a complete reset, start as new, once phone backed up?

Hope somehow you get it sorted.