As many members on this Forum may recall, I have been a strong supporter for the DexCom products and what I referred to as very strong and responsive Technical Services and Customer Care. My experience over recent days has brought me an entirely different picture of DexCom. The only positive I’ve drawn from my hours on the phone has been replacement of faulty sensors – four (4) sensors failed between June 29th and July 12, 2026; sensors were replaced without question.
My major issue was he DexCom G7 Mobile app stopped working on July 4th and during a 24 minute telephone “help Session” [occasionally interrupted by the Technician’s dog] I was told to change my password, which worked successfully. BUT, since that date, my account has been “Temporally Disabled, bla, bla”. The Tech told my to uninstall the app, turn off phone, wait 5 minutes and power on the phone, download the app and all would be fine - account still locked. NOTE, I continued to receive CGM readings on my t-Slim pump!!!
I waited a couple of day and then had another almost half hour session with a different Tech agent who followed the same script as the previous agent except she told me to try only once every 5 hours – account still shows locked whenever I try to log in with either phone number, Used ID, or email address even before I enter a password. Two days later, rather than calling Tech Support. Option #1, I tried option All Other #5. Read the same CYA script, was no more help than the previous two helpers and told me to stay away from the app for st least 5 days. When the fourth sensor failed on Monday I figured rather than call I would use the online service – tried logging on to dexcom.com – yep. I’m blocked. What I can log on to, with my new password, is DexCom Clarity with my 10+ year history up to noon on July 4, 2026 – YES it would be a federal law violation if I was refused access; and DexCom doesn’t want to try defending against another lawsuit – currently dealing with an attempted Class-Action matter and another by the Feds.
I don’t know who else has recently called DexCom; the phone is answered by a cherry male voice, not the usual robot, with “Hi, I’m Jake Leach, president of DexCom bla, bla …” saying that Dexcom is best and most helpful. NO LONGER MY BELIEF.
I hear you @Dennis and I know that pain of Dexcom support being a waste of time when their app has a problem. I’ve only known the useless dexcom support from the G6 days, count yourself lucky you got to experience support before it was outsourced to the lowest bidder.
Tip about signing in with the apps and clarity website. You can only use your dexcom username. Depending on when you signed up that “username” might be an email or a phone number or a name you made up. For me emails weren’t allowed when I signed up so my username is something unique that took me years to memorize. I’ve tried signing in with my email and phone number, doesn’t work.
Chris @spdif , I haven’t had any difficulty signing into Clarity since my account was locked - access protected by the original HIPA and strengthened by the updated HIPAA. My user name since G5 days has been my name portion, up to the @, of my 3 decade old HTML email address - very easy to remember.
This post worked miracles for me, within three hours of posting, my Dexcom account became unlocked - one of the four viewers must have been the Dexcom person who monitors this site. Now, I just need to figure how to merge the data collected by my two separate accounts; the only commonalities between the two accounts are my phone numbers.
I am really sorry to hear about the SNAFU with Dexcom. the sad truth is the “app support” is never the same as the hardware support and often time in my opinion, companies lose focus, contract out “app” development, tech, and support, and it becomes a disaster.
I don’t think you’ll ever get your data merged, I am hoping I am wrong …
You are correct @joe , my data collected under the two user names will never be merged and this shows clearly on Dexcom Clarity. One of the interesting points is that my access was silently restored and I would have never known if I hadn’t attempted, several times each day, logging on to “mydexcomaccount”; despite asking repeatedly that my innue ve elevated to supervisory level and that I get a written [email]response - the 4-day deadline I set for response was 28 hours before I posted on this Forum.
Interesting too, not one of the four Dexcom Representatives with whom I spent 2 phone-hours spoke the American language yet, in response to questions I posed, could read of an irrellivant prepared response.
I suppose that I should be thankful that my outage lasted only 11 days.
I went digging and found my Dexcom ticket 211215-008210 about a problem I had with their app from Dec 2021 that I asked to be escalated. I was hung up on instead. No email to the ticket ever got a response. Ticket should still be open 6 years later…
On the data thing, since your pump got all the readings and, I assume, sent them to Tandem, are Tandem’s reports less useful than Dexcom Clarity?
Chris, was your 2021 issue ever resolved? Being ‘King of the Hill’ Dexcom probably doesn’t believe that it need to answer to anyone; at least my present issue was remedied, I still like to know the why. And yes, the Tandem reports are very good, much better than the Dexcom reports, as each day’s graph has not only the CGM values bit also basal volume, carbs counted, bolus dose - automatic correction, manual correction and food, each of the three pump modes. What Tandem reports don’t show are patterns.
Although Dexcom didn’t contact me, Tidepool with whom I automatically share my data for study purposed contacted me to let me know that an issue had been spotted, Tidepool technical and I were in contact a few times with them trying to find a solution for me. After I reported that my account had been reactivated, The Tidepool Director of customer relations sent me a note that included “Hopefully Dexcom provides more clarity to you in time”.
Sort of? It was the G6 app, reinstalling the app solved my problem with the app, would have been interesting to try to recreate the problem to see if the app was broken at the time. The bigger problem was Dexcom support never worked the ticket. After about a week of no reply to a couple of follow up responses to the ticket from me as they missed their 48 hour response window time after time I called in and got a useless script read to me. Like you I was offended. After I was hung up on I tried emailing the COO asking for help, didn’t get a response to that either. The new CEO has made changes to fix some of the brand reputation damage the previous executive team caused but I still get the feeling the bad management runs deep at Dexcom.
Good to hear you have a connection to Tidepool, that might be handy. I use them for my pump data. External insulin isn’t summed in the right side pane but I have to figure out if Loop is sending the data correctly first which means learning a little Swift. The joy of open source software.
Good morning gentlemen. I’m about to venture a bit off topic (as I tend to do every so often) so moderators might want to start something new, but - I’ve heard of Tidepool but thought it was for people who use DIY loops such as CamAps. I may be wrong about that but you have me intrigued and I plan to checkdit. I continue to use Glooko to record make and exercise and it was great when I was on Omnipod as it pulled in my insulin now it only pulls my glucose. Are there other apps you recommend that do the same that I could compare?
Dori @wadawabbit, Tidepool.org, a JDRF / Breakthrough T1D sponsored and funded venture, is much more than a platform assisting loop innovators. It was formed by volunteers as a platform where people with diabetes upload and analyze information from devices of all sorts; pumps, CGM, BGM of any and all brands grouped together in concise, easy to read graph format. I began using this tool with my original MiniMed 523 while using a couple of different BGM brands and the graphs merged together wonderfully. Tandem Source graphs now ppear to look almost identical to the Tidepool.
That is one part. Not long ago, Tidepool launched its Twiist insulin pump in conjunction with Sequel/MedTech. Twist is a unique device/system and appears to me to be the Automated device of the future. That is jut a part of Tidepool.
Dorie @wadawabbit , betabionix I let pump data can connect to Tidepool.org and upload all data. Very simple, connect your pump with a cable to your computer [iOS or PC] and begin upload. To add to everything stored in your pump, you may, if you wish, also connect most BGM.
The prepared graphs allow deep analysis and can be printed.
Thanks @Dennis ! My ilet does not have a USB port - it charges magnetically. I think there was another style prior to mine that may have used one, but mine does not. I was reading up on Tidepool and was rather surprised to discover you have to download with a cable so that put the brakes on for me.