Your Philips Care® Blood Glucose Meter (BGM) uses cellular networks to send your blood sugar numbers to Vida. If the cellular coverage in your area isn’t strong enough your blood sugar numbers might not send to Vida. 

Please note that there are 2 models of the Philips Care® BGM: 

• The BioTel Care® BGM 2.0.
  Note: In April 2022, active & eligible users who have the BioTel Care® BGM 2.0 will be receiving a complimentary upgrade to the Philips Care® BGM 4
  • BGM 2.0 uses the Verizon and Sprint networks through cellular towers in your area.
• The Philips Care® BGM 4. 
  • The newer 4.0 BGM only uses the Verizon network towers in your area. 

Both meters work the same way, but some icons and features may look different. We’ll cover that next with tips to connect your meter.

Step 1: Look at Your Signal Strength

Find your signal bars

• If you have the BioTel Care® BGM 2.0, you will see this:

• If you have the Philips Care® BGM 4 meter, you will see this:

Your meter is like a mobile device. On the top right-hand corner of your meter’s screen, you will see signal bars (as shown above), which tell you the strength of your meter’s cellular signal. 

This means your connection is strong:

• BioTel Care® BGM 2.0:

• Philips Care® BGM 4:

This means your signal is weak, and your meter may not send your numbers to Vida:

• BioTel Care® BGM 2.0:

• Philips Care® BGM 4:

Tip: If your signal is weak, you may also see this message on your meter: “No network connection. Reading will be sent when a connection returns.” Move to Step 2, below, to troubleshoot.

Step 2: Troubleshoot to Connect Your Meter

Follow these steps to connect your meter:

• Check connectivity in settings.

Go to your meter’s Settings Options. To get to your settings, press the Settings icon from the Applications Menu, or use the buttons to select and enter. Then, press on Check Connectivity. The meter will try to connect and confirm if “Connected to Telserve.” If you don’t see this, try the next steps.

• Move to a different area. 

If you’re using your meter indoors, try moving to a different place inside. Moving closer to a window can boost your cellular signal. Look for 3 or more bars on your signal symbol for strong connectivity. If this doesn’t work, try the next step. 

Tip: To ensure your blood sugar numbers get uploaded to Vida, make sure your meter has three or more bars of service.

• Make sure your meter is not in airplane mode.

You can check by doing a long-press of the power button, a pop-up menu will appear with the following options: Power Off, Restart, and Airplane Mode / Silent, Vibrate, and Sound. Check to see if Airplane Mode is enabled, if it is please disable it.

• Restart your meter.

Press and hold your meter’s power button. Then, select “Restart” and check your signal again.

Tip: Once your meter is turned on and connected, it will automatically send stored blood sugar numbers every 15 minutes, or following the next number sent.

Step 3: Get More Support

If your meter is still not connecting after following these tips, or you don’t see your blood sugar numbers in the Vida app after doing a check, please contact support@vida.com for help.

© 2021 Telcare, LLC. BioTel Care is a registered trademark of Telcare, LLC, a BioTelemetry, Inc. company. All other brands, products and services, and their respective trademarks, names and logos, are the property of their respective owners. The above content is provided for information purposes only. The product images are for illustration purposes only and may not be an exact representation of the product. Consult user manual for more complete information. All information included herein is subject to change without notice. BioTelemetry, Inc. is not responsible for any direct or indirect damages, arising from or related to use or reliance of the content herein.