Telehealth Glitches
Answered
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?
-
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!
-
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!
-
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.
-
Me too, I have upgraded the wifi at home, and at my office, a new router was just put on my floor. It is exactly as other comments have described: sessions start out saying "excellent connection," and then the connection gets unstable, or I get the red bar, picture gets fuzzy, and the client complains that I am dropping out. It will go in and out like this for the whole session. This morning it was so bad with both clients that we decided to just switch to the phone. It has gotten worse in the last couple of weeks, especially.
-
Hi everyone,
We sincerely apologize for the time it's taken to address this post.
Note that the quickest way for you to get in touch with us directly regarding questions with your account or your clients is by clicking the blue question mark > Get Help option on the lower right of your SimplePractice account. You can also reach us on our Live Chat feature, offered Monday - Friday, 6am - 7pm PT (learn more here).
If you're still experiencing any issues, please reach out to us through one of the options above so that we can provide account-specific guidance.
Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime.
For everyone's reference, here are some resources that can help with troubleshooting Telehealth issues:
Post is closed for comments.
Comments
10 comments