The technology used by is a peer-to-peer system, which means when you connect to other participants through audio and video, that data is being transmitted directly between those peers and not through the system. This is in contrast to other services that use servers as an intermediary between participants in a call. In other words, having a good-quality call on one of those services doesn't necessarily mean you are set up ideally for a session.

Here are some things to be aware of when troubleshooting connectivity issues regarding a peer-to-peer connection:

  1. Sometimes the audio and video will be choppy for the first minute or two as the connection is being established. This is normal. After the first couple of minutes, the video connection will usually clear up.

  2. All participants in a call should avoid using bandwidth via other online activity on the network while on the call. Examples include: downloading large files; streaming music or movies; or having  several web pages open at the same time. Even other people on the same WiFi network using bandwidth can impact the quality of the call.

  3. A slow Internet connection will restrict how fast the video can be sent to and from your computer, which will limit video quality.

  4. Closing any unnecessary applications will free up computer processing power and help a computer render video smoothly.

  5. This technology does not always function properly between people on the same local network (for instance, calling a co-worker or family member in the next room on the same wireless network). If you tested the system in this way and experienced issues, this is probably the reason.

  6. Any individual on a call having a poor Internet connection can impact call quality for all parties.

If you have any questions, please contact our support team.

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