Telehealth Glitches

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Aprilynn Artz

• February 22, 2021 20:48
• Edited

Hi,

I have noticed lately that no matter where I am, or the strength of my wifi connection, that the telehealth app seems glitchy.

Examples:

I will be sitting in the room with my router at home (recently upgraded wifi) and when I get into the app it will say “excellent connection.” Then, as soon as I connected to the client (regardless of which client it is and regardless of their wifi connection) the bars immediately change and only a small red bar appears (which seems to indicate connectivity issues).

I have also been getting “your internet connection is unstable” messages, again when I’m in a place with very solid/well functioning wifi.

I tried using a new browser (switching from Safari to Firefox) and that didn’t do anything.

Anyone else experiencing this?

2

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  Kimberly Fredericks

  • February 22, 2021 22:29

  Yes, many folks are.  I sent a message to question it earlier today.  It seems to be happening since an update or shortly after one of the recent updates.  It is quite frustrating.

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  Nico Vogelsang

  • February 25, 2021 21:02

  This is consistently happening for me during my sessions as well. I did all the troubleshooting, upgraded my WiFi and reached out to Simple Practice for support, but nothing has changed. Consistently have the red bar, the "internet connection unstable" and a few times get a "reconnecting" signal where client and I are unable to see one another.

   

  Anyone have any tips or advice? This is super frustrating/stressful for both myself and the client!

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  Dr. Colleen Long

  • February 26, 2021 20:15

  I am also experiencing this issue-SP needs to address

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  Cristina Stauffer

  • February 26, 2021 22:38

  I am having the same problems. Starts with an excellent connection then quickly drops to poor connection quality, and also the "internet connection is unstable message".  My husband works from home in the cyber security industry and we have business grade internet and excellent wireless. He has upgraded my laptop and made various changes which have not resolved this problem either. So frustrating!

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  Jessica Benenati, LPC

  • February 27, 2021 15:43

  I am not glad you all are having this issue but I am so glad to read it is not just me.  We too made changes in the home with the Wifi and the strength is excellent but the same thing keeps happening to me!  It did seem to start around the time of the upgrade.  Hopefully they are working on a solution.

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  Brooke Jean, MA, LPC

  • February 28, 2021 14:35

  I am having the same problem and am considering dropping this function with SP. Have we heard a response from SP? What is the best way to escalate the issue??

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