My video call quality is poor

You generally have great video quality when all participants in the call have a good internet connection and a reliable device.

If one or more people have a bad internet connection or are using older devices, this can cause the participants to experience poor quality video calls, including choppy or pixelated video.

Solutions for individual appointments

• Reload the page in your browser.

• Restart your web browser.

• Close any browser tabs or applications you are not using.

• If you are in an individual appointment that has more than two people in total, reduce the number of participants in the call, if possible. The more participants, the more audio and video data is being sent to and from your device. If you regularly need to consult with multiple people at once, consider using a Group consultation.

• See Tips for a better video call.

• See Tips for a better internet connection.

Solutions for group consultations

• Close any browser tabs or applications you are not using.

• Lower the video quality setting by using the Video quality button. For more information, see Understanding the call screen.

• If possible, switch to a smaller screen. Large, high-resolution screens require a lot of processing power. If your device is unable to process the audio and video data fast enough for your screen size, video quality may be compromised.

• Switch off background effects, such as the Change your background feature.

• See Tips for a better video call.

• See Tips for a better internet connection.