How do I fix issues such as dropped calls or pixelated/frozen video?
If you’re experiencing video issues, the cause is likely one of these 2 things:
1. Having a poor Internet connection
Check your Internet connection. A poor Internet connection can cause dropped calls, pixelated or frozen video. For the highest quality VRS calls, we recommend a minimum of 1.3 Megabits per second (Mbps) bandwidth for both upload and download speeds to your device.
2. Experiencing a reduced bandwidth speed
You can test your bandwidth speed with a speed test service such as speedtest.net. Make sure that no one else is using the Internet in your house when you run the test so that you receive an accurate result. Please provide the speed test results to the Customer Service Representative and they will assist you with your video issues.