Services restored to those using diabetic monitoring technology

Updated: December 02, 2019 09:12 PM



The company that manufactures a diabetes monitoring technology says services have been restored to normal after users were having issues with its technology. 

Dexcom confirmed that service was restored to near normal performance Monday.

"While the outage primarily impacted users of the Follow app, some G6 and G5 users may still experience issues logging into their app.

In the event of a login error, users are advised to retry the login process," the company said in a Facebook post. 

The company said those still having issues can submit information online. 

Just after 8-year-old Louis Lambert was diagnosed with type one diabetes, the family turned to Dexcom to help them closely monitor his blood sugar levels.

A sensor attached to his body measures glucose levels just beneath the surface of the skin and sends data wirelessly every 5 minutes to a smart device.

On a Monday after school, his levels were low, requiring a quick yogurt and a juice box. His parents have the app called Follow, so their son's data goes to their phones too.

On Friday night, Carrie Lambert went to bed around 10:30 p.m., when she woke up at 3:30 a.m., she discovered the technology stopped working.

"For five hours we were just lucky that nothing bad happened, no catastrophic event happened, but it could have," Carrie Lambert said.

Dexcom's website states, "We are actively working on a resolution."

It also directs people to its Facebook page, where more than 5,000 people have commented.

"Not many companies have this type of epic technological fail, especially for a life-saving medical device, and then not address it in any way, which to us has been shocking," Carrie Lambert adds.

The technology is working for the Lambert family for now, but the issue raises plenty of questions.

"We have no explanation as to why that happened, what the problem was, what the solution is, and going forward will it happen again?" Carrie Lambert said.

"That could have been very, very bad," Louis Lambert adds.

At last check, Dexcom's Facebook page states services have not been fully restored, but improvements were made.

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Jessica Miles

Copyright 2019 - KSTP-TV, LLC A Hubbard Broadcasting Company


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