Troubleshooting

Please do a test call when your appointment is booked and again on the day of your appointment. If it doesn’t work on the day, we may need to reschedule your appointment or run it by telephone.

Please follow the steps in Video Call Troubleshooting to resolve any issues you might be having with your:

  • Connection
  • Browser
  • Image
  • Sound

Speed test minimum and recommended connection speeds

You can test your internet speeds at www.speedtest.net.

Video Call works on low internet speeds.  However lower speeds may affect the quality of the call.  If your internet speed is less than what you think it should be, please contact your internet provider.

MinimumRecommendedExpected range on a good internet plan
Ping (latency)Less than 150 milliseconds (ms)  Less than 50 milliseconds (ms) ~ 4-50ms (the lower the number the better)
Download speed0.8 Megabits per second (Mbps) - provides lower-quality video 1.1 Mbps or higher~ 13 - 26Mbps (the higher the number the better)
Upload speed0.25 Mbps - provides lower-quality video to other participants 0.7 Mbps or higher~13 - 26Mbps (the higher the number the better)