Contact Dexcom G6 Support

I don’t know if it’s the sensor and system itself or if the app is just trash, but it seems to always lose signal! Both my daughter and I use dexcom and between the two of us, every hour one of our systems are going off that signal is lost. It does this especially at night which is why we got it... To know about low blood sugar at night. Problem is, it loses signal and doesn’t find signal for hours! Last night my blood sugar went horribly low, but did my dexcom go off? No, it was busy saying signal lost and looking at the chart between midnight and 7am there’s no data at all... This is a problem both my daughter and I have. It has this problem all the time! Also every day there’s gaps of no data from it not working and this is for both of us. The app says on occasion that the latest ios isn’t fully supported.. I don’t know if that’s the cause, but my iOS hasn’t changed since getting the sensor which was over a month ago, plenty of time to update the app if that’s truly the problem! It’s so bad my daughter doesn’t even want to wear it because she still has to check her blood sugar by finger because it says signal lost... 🙄😑😒 I just went a looked, out of 31 days, 19 have gaps of no data. 19 out of 31! That’s more than half! And that’s just on mine, my daughter’s is the same or worse! Right now while writing this, my daughter’s says signal lost... and hasn’t had any data for an hour and a half...

I’ve only been using this app for a few days now, and it seems to lose connection with my transmitter. I keep my phone on or close to me almost always and I have lost connection with the transmitter. It’s happened the past two nights while I was sleeping for 4 1/2 hours (phone was next to the bed charging), and in the middle of the day (it’s been going on 20 minutes now) and there’s no rhyme or reason as to why this is happening. Also I don’t get notifications on my phone when this happens (even with my notifications on with the sound on). (I’m using a G6 unit with the IPhone XR iOS 13.2.3 if that makes a difference as to my set up with both my phone and Apple Watch up to date on the software). If these keeps up, I’ll probably edit my review to something lower, and delete the app. We’ll see how this is going in a week. I’m hoping they fix the issues with the app being used with this most recent update of iOS. Edit: (15 days later). Good luck with this app. Still junk. I’ve tried contacting customer support and they don’t know their heads from their elbows. And when I have spoken to someone the first person made it clear updating the app to work with the newer iOS is not a priority but the G7 is then blew me off, and the second person couldn’t figure anything out if it wasn’t on their script to follow to help a person out. Save yourself some time. Don’t use a Dexcom product, and sure as hell don’t waste your time with this app.

Update: July 30, 2020. Alerts STILL not working. Highs blare top volume night and day, though occasionally they sound at the volume the phone is set to. LOWS DONT ALERT. EVEN URGENT LOWS!!! NO SOUND! Even though the volume is up and the phone is not silenced, the lows don’t sound and the highs blare loudly, causing everyone in the room to stare at me and jump as it goes off. FIX THIS. Deleting the app and trying-installing, logging out and logging back on DOES NOT HELP. I’ve had URGENT LOWS with NO ALERTS. I depend on this app for my life. As a single parent, this app needs to do its job to help me be safe so I can be there for my kids. This faulty app will kill me Or someone else if you don’t get it sorted. I love the idea of this app, but I’m afraid I will need to switch back to an older version of the dexcom with a receiver. The alerts are sounding only part of the time, and the app says the alarms are turned off even though I have repeatedly checked to be sure they are on. Sometimes it will alert, sometimes it doesn’t. I just started with the g6, so I’m currently using my g4 with receiver alongside of it to check accuracy. Luckily I was wearing the g4 as well, because the g6 app didn’t alert me of a bad low during the night (even though it recorded it, it didn’t sound), and my trusty g4 receiver alerted me and woke me up. Please fix this!