What to do if my pump breaks

Children and Young People’s Diabetes Service

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Insulin pumps seldom malfunction. However, if the pump does break, it may stop giving you insulin. This is particularly problematic because people on pumps do not have any long acting insulin, which acts as a safety net. If your pump breaks and stops delivering insulin, you are at risk of developing Diabetic Ketoacidosis within 4-6 hours.

I think my pump has broken – who should I contact?

The first thing you should do is to ring the pump company. All the insulin pump companies have a 24 hour technical helpline, who will be able to determine whether the problem can be resolved on the phone or whether you need a replacement pump. The contact telephone numbers are:

Medtronic:01923 205167

Roche:0800 731 2291

Animas:0800 055 6606

Process of pump replacement (Medtronic):

  • If you call within normal working hours (9am to 5pm), your replacement pump will be delivered within 6 hours, unless requested otherwise
  • If you call after 5pm, their United States product specialist team will take the call. The U.K team will then send a same day replacement when the request is picked up by the UK office the following morning.
  • If you call at the weekend between 09:00-13:00, a UK member of staff who is covering the weekend shift will send out a same day replacement within 6 hours. If it is later than 13:00, this will be picked up the following morning, again sent on a same day
  • The courier will collect your faulty pump at the same time as delivering your replacement pump. Please make sure you make note of your pump settings before the exchange.
  • When the pump replacement is completed, the warranty will switch over to the new pump automatically as will the new serial number.
  • When the old serial number (SN) has been received back at its final destination, the SN will no longer be linked to you, only the current SN and accurate warranty dates will show.
  • It is advised that you then email the diabetes team with your new pump SN.

Process of pump replacement (Animas):

  • The United States technical team are available 24 hours/7 days a week to resolve any technical issues and establish pump replacement.
  • If your call is between the hours of 09:00-17:00 on weekdays the U.S team report back to the UK Animas Customer Care Team who will contact you to arrange a replacement. Their priority is to provide next day delivery.
  • If you call outside of office hours your information will be passed to the Animas UK Customer Service Team on the next available working day. The Animas UK Customer Service Team will then contact you to arrange a replacement.
  • Your replacement pump will be delivered by courier and will require signature of receipt.
  • Along with your replacement pump you will be provided with a pre-paid envelope in which you can return your faulty pump.
  • Any remaining warranty will transfer to the new pump provided.
  • It is advised that you then email the diabetes team with your new pump SN.

Process of pump replacement (Roche):

  • Any Accu-Chek pump failures should be reported immediately to the 24 hour Accu-Chek Customer Care-line
  • The Accu-Chek Customer Care line will establish the nature of the fault, and will aim to resolve over the phone.
  • If a fault has occurred within the 4 year warranty period your pump will be replaced with a new pump, within 1 – 2 working days of reporting.
  • You will be sent a ‘pre-paid’ returns envelope and a reply questionnaire, which should be completed detailing the reported problem. The faulty pump should be posted (using the pre-paid returns package) directly to the manufacturing site in Mannheim, Germany.
  • They will do an investigation (and safe disposal) and a full report detailing the findings will be issued to you or hospital upon request.
  • The 4 year warranty period for the pump will continue from the date that the initial pump was purchased / or commenced use.

When would my pump warrantee not cover a free replacement pump?

The pumps have a 4 year warrantee from the date they were given to you. However, the warranty may not apply:

  1. If damage results from changes or modifications made to the System by the user or third persons after the date of manufacture;
  2. If damage results from service or repairs performed by any person or entity other than the appropriate pump company.

Should I contact my diabetes team?

Once you have spoken to your pump company, you will know whether your pump needs to be replaced. If it does need to be replaced you will need to think about how your child will get insulin until the new pump is delivered. Check what both the blood glucose and blood ketones are, as this will determine what you need to do next.

The pump company will not be able to give you any clinical advice so you may want to ring the diabetes team for advice.

Contact numbers:

Office Hours (8am – 6pm): 020 3447 9364 (Children’s Diabetes Nurses)

Out of Hours: 020 3456 7890 and page Paediatric On-call Registrar

Do I need to go to A&E?

You do not need to attend your local hospital unless already have symptoms of Diabetic Ketoacidosis.Symptoms of DKA are:

  • Loss of appetite
  • Stomach ache
  • Blurred vision
  • Fever, flushed or warm
  • Difficulty breathing
  • Weakness and sleepiness
  • Smell of ketones on breath

Do I need to revert back to pen injections?

Whilst you are off your pump, you will need to have pen injections of quick acting insulin (NovoRapid or Humalog Lispro) with all meals and snacks. You can continue to use your carbohydrate ratio. However, once you have calculated the dose to be given, you will need to round up to the nearest half or whole unit, depending on your insulin pen.You should keep a supply of your quick acting insulin in a format that fits a pen device.

Remember to also give a correction for any blood glucose level greater than 14 mmol/l.

In addition, if you are going to be your pump for more than 6 hours you will need to have a pen injection of long acting insulin. You should keep a supply of long acting insulin(Levemir or Lantus Glargine) at home in case you ever need this.

Calculating the Levemir or Lantus Glargine dose

Thisis calculated using the total basal from your insulin pump. This can be obtained from your pump, from when you have uploaded your pump or from written records that you have kept.

For Lantus Glargine – round this figure up to the nearest whole number and give as a single dose immediately. This is given once every 24 hours whilst you are off your pump.

For Levemir - round this figure up to the nearest whole number and divide into 2 equal dosages, to be given every 12 hours, whilst you are off your pump.

Calculating your insulin sensitivity factor/ correction ratio

You can continue to use the Insulin sensitivity factor (ISF) / correction ratio that is programmed into your pump. However, once you have calculated the dose to be given, you will need to round up to the nearest half or whole unit, depending on your insulin pen.

If you are unable to find out what your ISF was, the table below can be used to calculate correction dosages using an insulin pen. You should aim to bring any high blood glucose down to 10 mmols/L. To calculate the dose, use the following formula:

(your blood glucose level – 10) ÷ your ISF = dose of insulin

Total number of insulin units in 24 hours / How much one unit of Humalog/ Novorapid will reduce the blood glucose level
10 / 10.0 mmols/L
20 / 5.0 mmols/L
30 / 3.3 mmols/L
40 / 2.5 mmols/L
50 / 2.0 mmols/L
60 / 1.7 mmols/L
70 / 1.4 mmols/L
80 / 1.3 mmols/L
90 / 1.1 mmols/L

To summarise

If your pump breaks:

  • Ring the pump company helpline to see whether they can help you solve the problem or to organise a replacement pump
  • You will need to have an injection of long acting insulin if you will be off your pump for more than 6 hours
  • You will need to give injections of quick acting insulin will all snacks and meals eaten, regardless of how long you will be off your pump
  • Keep a record of your pump settings, especially the total amount of insulin given as basal, your carbohydrate ratio and your ISF. This will help you work out how much insulin to give as injections
  • Keep a supply of long acting insulin at home and check this regularly to make sure that it is in date

Expert advice and information about children and young people's type 1 diabetes at

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