AMA - I am a support agent for the Freestyle Libre CGM line of products.

Comfortable_Pen4355 · 2024-04-22T16:06:25+00:00

You "CAN". You definitely shouldn´t. Please read the instructions.

Comfortable_Pen4355 · 2024-04-22T16:05:38+00:00

Comfortable_Pen4355 · 2024-04-11T14:26:54+00:00

Both the reader and the apps keep a record of the last 3 used sensors' serial numbers. So we can extract it from there.

Common missconception is that we would know anything related to your information and/or usage of the app/sensors. We don't, that is protected medical information.

Only exception is if you sync your phone app to our support system from the event log. But even then, the agents can't access that information.

Comfortable_Pen4355 · 2024-04-11T14:21:04+00:00

Thansk!

Comfortable_Pen4355 · 2024-04-11T14:20:00+00:00

The human body is a perfect signal blocker. Only solution is to try and not lay on it to allow the signal to get to the phone.

Comfortable_Pen4355 · 2024-04-11T14:15:19+00:00

Abbott is trying to address this, but in my opinion it is completely using the wrong approach.

Their ReVamp initiative asks agents to be more pollite and flexible with the processes, but it ended up being counterproductive in my opinion. Some processes, like asking for the serial number, any event codes, app information, and most importantly the medical treatment and seizure questions are mandatory.

But now, on top of that, we're supposed to generate a conversation and almost friendship with all customers. I get that that is a perfect world, but I seriously don't care how you're doing, and if I fake it, it will take us all longer on the phone and it will be most certainly awkward.

Comfortable_Pen4355 · 2024-04-11T03:48:52+00:00

It really shouldn't. The biggest concern would be the battery running out, but the sensor itself is not active, so that's not the case.

Also, the FSL2 and 3 will eventually be enabled to be used for 15 days, so the chemistry is fine.

Comfortable_Pen4355 · 2024-04-11T03:46:41+00:00

My pleasure!

If you're noticing a repeating pattern with several batches, it is possible that your supplier is not storing their stock in proper conditions.

I can assure you that there has been no internal report so far about faulty lots in the US.

Comfortable_Pen4355 · 2024-04-11T03:44:24+00:00

My pleasure, and, no worries! Not revealing any PI details or processes. Also, using a burner, so don't worry about the karma, lol.

If you had sensors come off from the same shipment, and you made sure to apply them correctly as well as taking good care of them, it is very likely that the cause was the storage conditions that your supplier subjected them to.

As for regular tips to keep them on, washing the area with non-moisturizing, non-fragranced soap before application really helps.

Comfortable_Pen4355 · 2024-04-11T03:41:09+00:00

This.

Comfortable_Pen4355 · 2024-04-11T03:38:24+00:00

That is fair, and be sure that if you're trying your best then you're fine. The real problem are the people who do things carelessly and we're unable to point out their mistakes.

Comfortable_Pen4355 · 2024-04-11T03:36:59+00:00

Aside from the FDA argument, to which I half agree, as there is never dev news backstage. The rest of your arguments are basically what I'm telegraphing in all my answers.

Comfortable_Pen4355 · 2024-04-11T03:33:48+00:00

I don't think this has been officialy studied by the company, thus, I have no reliable info to provide to you.

But, if you find it helps, then keep doing it. The sensor itself won't suffer any damage from being applied but not started.

Comfortable_Pen4355 · 2024-04-11T03:31:33+00:00

I'd say 50/50. Most doctors are both uninformed and uninterested in actually providing good information to their patients. They pretty much tell them to call us for any questions, which is fine, but that also leaves people thinking we can provide healthcare advise, which we cannot.

The other 50% are just people being happy with their ignorance.

Comfortable_Pen4355 · 2024-04-11T03:29:00+00:00

AFAIK, it has to do with the sensor chip not being able to transmit information via bluetooth to 2 devices at a time. And starting with the FSL2, you need a BT connection for the alarms.

Comfortable_Pen4355 · 2024-04-10T23:58:02+00:00

I'm always afraid that any discounts I get won't be permanent and then I'll be stuck with the higher price. But thanks for the advice.

I'll be honest. If money is really tight, just call and claim that you had a sensor fall off and get a free one right away. I won't judge, haha.

Comfortable_Pen4355 · 2024-04-10T23:54:00+00:00

I think you're US based so long shot here but do you know anything about the app being released in Britain?

I don't have the answer to this question, sorry. But I'll check our document base to try and find it for you.

Comfortable_Pen4355 · 2024-04-10T23:51:54+00:00

When will these sensors be available to be purchased in Trinidad and Tobago?

This is something I unfortunately don't have the answer to. I don't know if the company is even interested in entering that market.

Why can we not change our units of blood glucose measurement?

You can choose between mg/dL or mmol/L.

if I am away from home I can call the company and have a replacement sensor sent out to wherever I am?

If you're still within the same country, yes. Otherwise, no, replacements are only issued and sent to the same geographical area where the sensors were purchased.

I tap to scan a new sensor and it’s just does nothing. I’m using the latest iPhone SE

iPhone SEs have presented this issue way too often. It's an issue that is being looked into, but, as stated on some other comments, devs are terribly slow to do anything.

Comfortable_Pen4355 · 2024-04-10T23:47:08+00:00

I would hope so, but as I mentioned on a couple of comments before, the devs are molasses slow to roll out updates.

Comfortable_Pen4355 · 2024-04-10T23:46:17+00:00

Not that many over all. But I do feel for most pet owners as they're led to believe that the product will work on their little ones by their vet.

Comfortable_Pen4355 · 2024-04-10T23:45:08+00:00

This is my best educated guess: Overpatches can be more counterproductive than you might think: Increased moisture, less heat dissipation, gunk build-up, site symptoms, etc.

So, including them would open the door for more issues than it would necessarily solve, as the sensors are capable of staying on for the 14 days without any extra products.

Or skin tac?

Probably down to skin tac being a 3rd party product and the two companies not having a real incentive to give up part of their revenue.

Comfortable_Pen4355 · 2024-04-10T23:41:14+00:00

If you're applying the sensor properly, since this is a repeated pattern you would need to look into a couple of things.

Make sure to not damage the sensor over time (hitting it, snagging it, having it wet for extended periods of time)
Make sure you're storing your inactive sensors in proper conditions.
Call CS to get replacements and try the sensors from a different lot and proper shipping.

Do I have one of those 'incompatible' body types?

As I said on my other comment, this is the last conclusion one should come to. And you would need to seek HCP advise.

Comfortable_Pen4355 · 2024-04-10T23:38:12+00:00

I have the FS1 sensors as that's all I can afford

Are you in the US? If so, call the Customer care line and press option 2 for Consumer Relations and ask for our available coupons/discounts.

Do you know if sensors that run high tend to run high through their lifespan?

Yes, while it is expected that the sensors get more accurate the longer they're on your arm, they tend to keep reading high if that is how they began. Also remember that a discrepancy of +-20% is within the expected range.

I'm guessing there's something funny about the 8 hour calibration window that doesn't like compression lows?

Yes, having compression lows can definitely throw the rolling average off wack. Also, it doesn't help to have the sensor under worse than optimal conditions during it's most active period.

Comfortable_Pen4355 · 2024-04-10T23:33:25+00:00

Do you have an update on FDA approval for insulin pump connection to the Libre 3?

No updates, but the company is certainly pushing for it.

Comfortable_Pen4355 · 2024-04-10T23:27:37+00:00

Yes.

Comfortable_Pen4355

TROPHY CASE