Tips and troubleshooting

  • Please always complete a test call beforehand

    • Do this as soon as your appointment is booked and again on the day
    • See Prepare

    Technical tips and resources

    Tips to getting the most out of your telehealth consultation

    Collect troubleshooting data

    If you are having a failed or poor quality call, please help us by collecting some data on your internet connection:

    During the call

    • If you are in a call that is having any kind of quality or connection issues, while in the call please do the following:
    • Open this link in chrome (you may have to copy/paste it in the first time) chrome://webrtc-internals/ and click on the ”Download the PeerConnection updates and stats data” button.  This will create file.
    • Send that file to help us diagnose how the connection is working at the time.

    Before or after the call

    • If you are having connection problems during your test set-up, or coud not collect data as above during the call - 
    1. Do a speed test to test your connection speeds (
    2. Do a webRTC connectivity test 

    Speed test minimum and recommended connection speeds

       Minimum  Recommended  Expected 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 speed 0.8 Megabits per second (Mbps) - provides lower-quality video  1.1 Mbps or better    ~ 13 - 26Mbps (the higher the number the better)
    Upload speed  0.25 Mbps - provides lower-quality video to other participants  0.7 Mbps or better   ~13 - 26Mbps (the higher the number the better)

    • Compare your results to the minimum and recommended values in the table below.
    • Do this test if your results are good (in the recommended or above range) in the speed test,  but you are still having video call connection problems.
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