@Jason99 - So to get the the actual technical issue you were calling Tandem about.
Starting on page 191 of the new User Guide for the Tandem t:slim X2 with the G5 update (link for the manual included in the confirmation email you received from Tandem after the upgrade was completed) covers the “CGM Settings”.
The “fixed low alert at 55 mg/dL” is the only alert which you can not override to vibrate only. This is fixed at a vibration first followed by beep 5 minutes later if not confirmed.
You have “CGM Volume options” for the user set alerts such as High, Low, Rise, Fall, Out of Range and “Other” alerts. The “Fixed Low” very specifically does not adhere to the “CGM Volume” change.
So for the “Low Alert” which I believe you called Tandem about (and to which they SHOULD have addressed).
The first question is what is your “Low Alert” set to (which BG number) as well, what is your overall “CGM Volume” set to?
On page 194 it gives the expected response of the pump for the Low Alert depending on what you have for the CGM Volume:
(Low Alert) Vibrate: 3 short vibrates
(Low Alert) Soft: 3 short vibrates + 3 low beeps
(Low Alert) Normal: 3 short vibrates + 3 medium beeps
(Low Alert) HypoRepeat: 3 short vibrates + 3 medium beeps [same as normal??? odd…]
So the Tandem Support Rep should have determined if the pump is working as per the Manual or if something is actually wrong with the pump. But it is always possible to get a Support person who is new or perhaps not as well trained as some of the more experienced staff.