Get the Right Internet Connection
The right Internet connection will allow you to see the facial expressions and hand signals of the person you are connected with clearly.
We recommend a download speed of 5 Megabits per second (Mbps) and an upload speed of 3Mbps on your device. Test your bandwidth speed with a speed test service such as speedtest.net. To ensure an accurate result, make sure that no one else is using the Internet in your house when you run your test.
Data Package and Usage
Package: The data package that you subscribe to from your Internet Service Provider should include about 1,079 Megabytes or 1.05 Gigabytes per month for every two hours (120 minutes) that you use the service.
Usage: Track your usage to measure how much data you are using to ensure you stay within your contract limits.
When to Contact Customer Support
If your bandwidth speeds are above minimum requirements, the data package you are subscribed to is appropriate and you still are receiving or sending a pixelated image, please contact Canada VRS technical support.
When to Contact Your Internet Service Provider
Contact your Internet Service Provider if interpreters or other users of Canada VRS cannot call you, you experience one-way video calls often or your VRS calls cut out and freeze after a few seconds.
Checklist for your Internet Service Provider
- Is your router or access equipped with a “SIP ALG” or “SIP application gateway layer”? If so, this will need to be turned off.
- If you have no video at all, check to see if your router firewall is blocking the “UDP protocol”. If so, settings must be changed to enable UDP.
- A NAT (Network Address Translation), must have an “Endpoint-Independent Mapping”.
- A NAT MUST NOT have a Port-assignment behaviour of Port overloading.
- It is recommended that a NAT have a Port-parity preservation behaviour.
- A NAT UDP mapping timer MUST NOT expire in less than 2 minutes unless REQ-5a applies.