Dexcom G7 Remote Monitoring Notifications Not Working

I use a Dexcom G7 sensor through Medsalus. For the past three months, I have not been receiving any high, low, or no-data notifications from my daughter’s phone on my phone. Even though my daughter uses an iPhone 13 and I use an iPhone 17, the system is still not working properly, and I am unable to remotely monitor my daughter’s glucose levels.

During this time, I have called customer service numerous times. Each time, they had me perform certain troubleshooting steps over the phone and then ended the call, but the problem was never resolved. The same process was repeated five or six times. Most recently, I received a message saying that someone would contact me, but despite waiting a long time, no one called. I had to contact customer service again. This time, I was told that the problem was with my phone, but I was not given any guidance on what I should do to resolve it.

My daughter is about to start school, and I will be at work. Since the notifications are not working, the possibility that I may not be able to notice remotely if her blood glucose is too high or too low is extremely concerning to me. I request that Medsalus technically investigate and permanently resolve this notification issue with the system we use together with the Dexcom G7 sensor, and ensure that high, low, and no-data notifications are consistently delivered from my daughter’s phone to my phone. I also expect more informative, clear, and proactive customer support, especially since my issue has still not been resolved despite contacting customer service numerous times.