Skip to main content

Telehealth Glitches

Answered

Comments

10 comments

  • Kimberly Fredericks

    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.

    Comment actions Permalink
  • Nico Vogelsang

    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!

    Comment actions Permalink
  • Dr. Colleen Long

    I am also experiencing this issue-SP needs to address

    Comment actions Permalink
  • Cristina Stauffer

    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!

    Comment actions Permalink
  • Jessica Benenati, LPC

    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.

    Comment actions Permalink
  • Brooke Jean, MA, LPC

    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??

    Comment actions Permalink
  • jeana buchanan

    Same issues here!

    Comment actions Permalink
  • Dana Farr

    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.  

    Comment actions Permalink
  • Marika Kyrimis

    I am having the exact same issue, and have been for several weeks. What are the best next steps?

    Comment actions Permalink
  • Ayelette

    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:

    Comment actions Permalink

Post is closed for comments.