Frozen faces, robotic audio and “your internet connection is unstable” are some of the most common work-from-home complaints. Most have a simple cause.
If the video freezes or the audio cuts out
This is usually your connection.
- Use a cable or move closer to the router. A network cable is the most reliable fix.
- Check your upload speed. Run a speed test and look at upload, not just download. Video calls need both.
- Look at who else is online. Big downloads, game updates and streaming in the house all compete with your call.
- Pause cloud syncing and backups during important calls.
- Restart the router if things have been flaky all day.
If people cannot see or hear you
- Check that the right camera and microphone are selected in the app's settings.
- Check your computer's privacy settings. On Windows, go to Settings > Privacy & security > Camera and Microphone. On a Mac, go to System Settings > Privacy & Security.
- Look for a privacy shutter over the camera, or a camera key on the keyboard.
- Close other apps that might be using the camera.
- Update the video call app.
Look and sound better
- Face a window or lamp, with the light in front of you rather than behind.
- Raise the camera to eye level.
- Use a headset or earbuds to stop echo.
Using a work laptop?
Your employer's IT team manages work computers, so contact them about settings on the laptop itself. Your home network is a different story, and that is where we can help.
If your calls keep dropping, we test your home network, find the cause and fix it. See our network troubleshooting service, or our WiFi setup service if the signal is weak where you work.