Modem failure on replacement Dreamstation

I just got my replacement Dreamstation 1 last week. The problem is the modem won't upload in the new unit. I took the modem out of the old unit and followed the instructions with the replacement. I get call failed or failure 3-0. I contacted my supplier along with the Phillips and it is nothing but a run around. They keep saying they will have a supervisor call back but they never do. I even did something one of the customer service agents suggested last week. I put the modem back in the old unit along with the SD card. First it said call failed. I tried again and this time it says upload complete. Here is the situation. I am on Medicare and have the machine for about three years. I get supplies free from the supplier my doctor works with. Even though the supplier told me that the compliance won't be an issue because I have had the machine a long time I am concerned about the next resupply call. Are they going to tell me I'm not using the machine and Medicare won't authorize any more supplies.

What happens is this. I called the supplier and they tell you if you a received a replacement to press 3. It's an automated system. You reach Phillips coaching. I have call them several times. Each time the woman takes information and says her supervisor is in a meeting that they will call me back. This is after I explain to them the problem. They don't return calls. I have also call another Phillips number and it's the same routine. The first time I called the supplier asked me for codes from the machine. It's basically a song and dance. No one wants to provide a solution. It could be a software where the modem on the other end only identifies the older machine. The new machine has a different serial number so it rejects the upload. Or it could be a hardware issue where the Dreamstation base has some kind of flaw preventing the information being handle properly. I also can't link the Bluetooth on new the machine to the DreamMapper software app. It won't display the unit on my iPhone 14. Have tried numerous ways and all have failed.

The CPAP function works fine on the replacement machine. It will display hours slept, AHI, Periodic breathing and pressure.

Any suggestions to get the modem working or put me in touch with a person to resolve the problems would be appreciated.

MikeKing77 wrote: ↑

Tue Nov 01, 2022 3:51 pm

Any suggestions

Honestly, I wouldn't worry about that. I mean you can if you want to but as long as you are using the cpap that info is stored in the cpap.

You can use an SD card to retrieve that and print it out using Oscar. Using Oscar daily will help you fine tune your therapy.

https://www.cpaptalk.com/viewtopic/t18 ... 2022.html

Just guessing on this from issues I had a about a year ago when I got a replacement machine ...

If you have a DreamMapper account and you've used it for your original Dream Station, take a look in the 'Settings>Account>Edit Account' and see if the serial number of the old machine is there or the new one. If the serial number is still the old one you may have to have it changed for the Philips system to recognize the new one. I believe this is may done by the DME who would have the Care Orchestrator software to manage your machine and its settings or in some way make the change to Philips.

The other possibility is if the modem may be on the old 3G cellular network which is being retired and can not make connection for that reason. If you install the modem back in the old machine can it connect?

Back when I had the problem with a machine not connecting the tech folks at Philips pointed out some issues that got things squared away.... dreammapper.support@philips.com