If you find you are experiencing problems with your video calls when speaking to (e.g. slowness, blurriness, freezing, or other issues) then please try the steps outlined below.
Try these things first:
No luck? Take a look below for more things to try:
Things to try
ℹ️ Video call quality is heavily dependant on the strength of both your internet connection and the internet connection of the person you're talking with. Many things can reduce signal strength including:
Being too far away from the Wi-Fi router.
Having walls, lead pipes, or metal objects in between you and the router.
Walking around the room or moving between rooms.
Walking around outside (if on mobile data).
Using free or public Wi-Fi such as in a coffee shop - these connections are usually very slow and not suitable for video calls, not to mention they're very insecure!
Being close to a source of interference such as strong radio signals, cordless phones, baby monitors, halogen lamps, wireless doorbells, stereo or computer speakers, fairy lights, power cords or electrical wiring, dimmer switches, TVs, and so on.
Using microwave ovens at the same time as your call.
Having more than one Wi-Fi router in your home if they're not appropriately configured.
Having objects that are designed to absorb or reduce electromagnetic radiation (this will include Wi-Fi and mobile signals) in your home.
Poor quality internet connections (e.g. noise on your home broadband line, or a patchy mobile connection).
Not using a broadband filter with your router or not plugging the router into the master socket.
Your broadband or mobile data provider having network issues.
Your device switching between Wi-Fi and mobile data or vice versa.
Someone restarting your Wi-Fi router whilst you're on a call.
Leaving your router turned off for a while - after you turn it back on your router will take 5-10 days to optimise the speed of your broadband connection, during this time you might experience periods of slow connectivity.
🆘 If after trying the above troubleshooting measures you are still experiencing problems connecting via video call, please get in touch with us at [email protected].