Sensor problem

[ET6]

So my new sensor keeps losing signal - even when I’m holding the phone. Has anyone else had a similar problem? Should I take it off and start a new one? I’m always worried about waste and asking for another repeat prescription so soon.
Thanks

 

[helli]

It is difficult to know where the problem is with loss of signal. It could be the transmitter (the sensor) or it could be the receiver (the phone).
Have you tried the good ole “turn it off and on again” with your phone?
Have you also checked how many other devices are connected to your phone via Bluetooth? There will be a maximum number so, if you have recently paired with a new device, this may be causing issues.

If i had discounted problems with your phone, then I would start a new sensor.
You should not have issues asking for another repeat prescription if you report the problem to Abbott. They have a firm on their website to report issues.They will usually replace faulty sensors. I recommend keeping your dodgy one as occasionally they request it to be returned (they provide the envelope, etc. with your replacement sensors).

 

[ET6]

Thank you
I will try having a look at my phone as you say. I haven’t kept my sensor foil with the details- can I still send it back?

 

[Woodywoodpecker]

Thank you
I will try having a look at my phone as you say. I haven’t kept my sensor foil with the details- can I still send it back?

So my new sensor keeps losing signal - even when I’m holding the phone. Has anyone else had a similar problem? Should I take it off and start a new one? I’m always worried about waste and asking for another repeat prescription so soon.
Thanks

yes I switch blue tooth on and off, same with phone you can also uninstall and reinstall app, that sometimes works. I’ve had 2 fail last couple off weeks one lasted 13 days, other 3 hours. I just filled online for out, they have wanted my sensors back for the last 2

 

[helli]

I haven’t kept my sensor foil with the details- can I still send it back?

Yes, if Abbott wants the sensor, they will only want the sensor. They will send packaging
It is rare that they ask for them. But good to keep it , just in case.

 

[Robin]

Thank you
I will try having a look at my phone as you say. I haven’t kept my sensor foil with the details- can I still send it back?

You can get the details (serial number etc) from the side of the actual sensor, or from the reader or your phone, (says she, who’s just had to return one, Abbott tell you where you can find the details of the serial no, etc.)

 

[mashedupmatt]

Click the 3 parallel lines at the top left of the screen (android) and select "about" - on the screen that pops up you can see the serial number:


Had my last failed version replaced this week using the same method!

 

[Woodywoodpecker]

Click the 3 parallel lines at the top left of the screen (android) and select "about" - on the screen that pops up you can see the serial number:

View attachment 35706
Had my last failed version replaced this week using the same method!

Didn’t realise serial number was on app, I struggle to see it on side of sensor, usually end up going through wheelie bin for the empty box

 

[mashedupmatt]

Didn’t realise serial number was on app, I struggle to see it on side of sensor, usually end up going through wheelie bin for the empty box

I did that for a while until I realised that as soon as you scan it the number is there!!

 

[ET6]

Thank you- this is all really useful advice. I’ve tried turning phone and Bluetooth off and on again with no luck so will now replace sensor and report it - found the details on the app

 

[mashedupmatt]

Report it here

Sensor Support Form | United Kingdom | FreeStyle Libre | Abbott

Need help? Fill in our online sensor support form for Patients from United Kingdom for your FreeStyle Libre 2 or 3 sensor today.

www.freestyle.abbott

 

[ET6]

Report it here

Sensor Support Form | United Kingdom | FreeStyle Libre | Abbott

Need help? Fill in our online sensor support form for Patients from United Kingdom for your FreeStyle Libre 2 or 3 sensor today.

www.freestyle.abbott

Thank you ☺️

 

[ET6]

Thank you ☺️

On this link it’s asking about them sending me a new sensor but I don’t get them from Abbot as I get them through NhS - does this matter?

 

[Woodywoodpecker]

I did that for a while until I realised that as soon as you scan it the number is

On this link it’s asking about them sending me a new sensor but I don’t get them from Abbot as I get them through NhS - does this matter?

No when a sensor fails you have to report to abbot, they have to replace them as you only get so many a year on nhs

 

[agentmole]

No it does not matter they will replace the sensor regardless, I have obtained replacements the same way and mine were on nhs prescription.

 

[mashedupmatt]

No it's fine - NHS get them from Abbott so all legit - fill in your details and do the form and they will send a replacement in a couple of days by Parcelforce - just had a read through your bio and hope the awfully named "Honeymoon Period" is going ok (mine was not a lot of fun and am not convinced it is over (nearly 3yrs in!))

 

[goodybags]

On this link it’s asking about them sending me a new sensor but I don’t get them from Abbot as I get them through NhS - does this matter?

I usually just tick the box (on prescription)

 

[Riggers]

On this link it’s asking about them sending me a new sensor but I don’t get them from Abbot as I get them through NhS - does this matter?

Abbot will send you a new sensor if you report a failed one. I phone them, they talk you through where to find the serial number and the fault number. Always lovely, helpful people on the phone.

 

[ET6]

Have submitted my request- let’s see what happens. I didn’t realise you had to report them - good to know. I’ve had a dodgy one before- just bled everywhere when I put it on

 

[Robin]

I usually just tick the box (on prescription)

If you just order another through your NHS repeat, the NHS end up paying for it. Reporting it to Abbott means they pay for the failure, not the already cash strapped NHS.