I finally had a weekday off when they were open. Tested myself as well. First tried to see if I could call in my INR result (last Tuesday night that did not work because the system did not recognize my birthdate, and it was after hours so I could not speak to anyone there, but I did leave them a msg).
Of course today it did not work either. Am getting very bad vibes from this new company - #1 their system doesn't even work, #2 multiple people as reported here have the same problem and have told them as much, #3 I left a msg regarding that and they did nothing to fix it for my account, #4 I have yet to get a bill from them - last one I had was from Roche in June, & #5 as reported here their prices have gone way up something like 400% if I recall what some people have said in this thread earlier.
After my INR failed to take I got into their phone system for the option to speak to a patient care team member (or whatever bs they call themselves) and had to stay waiting on hold for almost 45 minutes before someone picked up (let's call that #6 - totally unacceptable to keep patients waiting any more than 5 minutes in my book, I don't care how many people are calling, they know things are effed up so they should have added more staff or fixed things in the first place, especially with the price increases).
Finally did get to speak to someone who said they would add me to the list of people who the system is not recognizing birthdates (which by the way they did have my correct birthdate on file). Also asked them about the bills, why I had not received anything yet and that I NEED to get billed in 2020 so that things go on my healthcare for this year against which I reached my deductible already like 5 months ago. They told me what sounded like utter b.s. that bills just were being sent out. I asked what my charges were and they could not even tell me, they had no idea!!! I did say that I heard from other patients that the charges have gone way up but all the rep would say is that yes it will be more expensive now.
None of this is sitting well with me. When I get time (yeah right, like I have time to spare) I need to start looking at the alternatives to using biotel heart. Sigh...