DreamStation cellular modem (info on troubleshooting 1-0 error code)

[soyjer]

AUGUST 2024 VERIZON SITUATION: DreamStation’s cellular modems - connection failures due to Verizon suspending permission:

I have experienced intermittent DreamStation cellular modem failures with error code 1-0 during my first 60 days of usage, and so I called Philips Respironics at 800-345-6443, and they explained that Verizon has recently been inexplicably intermittently “suspending permissions” of some or all patients’ cellular modems.

Philips Respironics was able to remotely restore permissions for my modem using the serial number, and they said that they are working on a global software fix for this problem.

If a DME or sleep lab suddenly stops receiving automatic cellular uploads from a patient whose modem normally connects via Verizon, and manual cellular uploads yield error code 1-0, and uploads were previously consistently successful, and no DME or sleep lab settings have been changed, then the above “Verizon suspending permission” is probably the reason for the cellular modem’s failure to upload.

The solution is for the DME/patient to call Philips Respironics at 800-345-6443, ask for “software support”, and have them remotely restore permissions using the cellular modem’s serial number (entire machine must be briefly unplugged, then plugged back in, to complete the restoration), OR…if there is no hurry…Philips Respironics is working on a global software fix for this problem.