Don’t worry — this is a common issue and usually easy to fix!
“Skype/FaceTime — Poor Network Connection”
What This Means (In Plain English)
Your video call quality is bad because your internet is too slow. The video may freeze and the audio may cut out.
Common Causes
- •Slow internet connection
- •Too many devices using the internet at the same time
- •Being too far from the Wi-Fi router
- •Network congestion during peak hours
How to Fix It — Step by Step
- 1
Move closer to your Wi-Fi router.
- 2
Ask other people in your house to pause large downloads or streaming during your call.
- 3
Turn off your camera (video off) to improve audio quality.
- 4
Close other apps and browser tabs that might be using bandwidth.
- 5
If on Wi-Fi, try switching to mobile data (or vice versa).
- 6
Consider switching to an audio-only call if video keeps freezing.
How to Prevent This in the Future
Before an important call, test your connection. Close other apps. Sit close to your router. A wired ethernet connection (if possible) is always more reliable.
Related Errors You Might See
Internet Connection Is Very Slow
Your internet is working but much slower than normal. Pages take a long time to load and videos keep buffering.
Wi-Fi Keeps Disconnecting
Your device keeps losing its Wi-Fi connection and reconnecting. This unstable connection makes it hard to use the internet reliably.
Still stuck? Don’t worry!
If the steps above did not solve the problem, ask a trusted friend or family member for help, or contact us and we will do our best to assist you.