This article covers a number of possible solutions for slow internet and connectivity issues.
Last Updated: October 2023
Tip: There are a number of internet speed tests available on the web. Check out this help article for a number of options we have looked at.
On this page:
- Reduce unnecessary internet use
- Check your internet hardware
- Wi-Fi vs wired (ethernet) connection
- Use your smartphone as a mobile hotspot
- Call your ISP
- Find a new ISP
- More support options
Reduce unnecessary internet use
Your internet speed will be greatly impacted by how other people are using your Wi-Fi connection. Ask household members or colleagues to refrain from data-intensive activities (like video streaming or teleconferencing), or ask them to hotspot from their phone.
It may be that your patient or client has software or systems running that may be impacting the video call. If you're comfortable in asking the question, check if anyone in their household is running streaming services such as Netflix, Spotify, Youtube, online multiplayer games, etc. All of these services can impact a video call.
Close any applications which might be uploading data in the background, such as Google Backup or Dropbox. These can be easily paused.
Check your internet hardware
If the internet is slow for every device on your internet connection (other practitioners in your office, partners or children using the same connection), try resetting your Modem and Router. You may have outdated firmware on your router which will need to be updated by your Internet Service Provider (ISP). If the internet is only slow for your device, try:
resetting the device (power off/on)
installing any updates and;
ensuring you have the most up to date Web Browser
Wi-Fi vs wired (ethernet) connection
If you are using a Wi-Fi connection, your internet may be fine but you may need to reposition or boost your Wi-Fi signal. Signal boosters and home-mesh Wi-Fi systems can be bought relatively cheaply from your local IT supplier.
Brick, concrete and corrugated iron walls may block your Wi-Fi signal from getting through. Placement and distance to your computer can make a big difference.
If you have the option of using a wired connection, also known as an Ethernet connection, this is more reliable than a Wi-Fi connection.
Use your smartphone as a mobile hotspot
It is possible to turn your smartphone into a "Wi-Fi hotspot" and access its fast 4G or 5G internet from your computer. To do this, simply turn on the mobile hotspot in your smartphone's settings and connect to it like any other Wi-Fi connection. To determine whether your 4G/5G or Wi-Fi is faster, run an internet speed test on both devices and compare the results. Mobile routers (like the Telstra Nighthawk) can also provide fast 4G internet connections. Coviu recommends a minimum of 350Kbps upload and download speed.
Call your ISP
After trying all of these troubleshooting options, the next thing to do is to call your Internet Service Provider and see if this is a problem on their end that can be fixed for you. I recommend noting the times in a day when you experience problems so you can share that with your provider.
Find a new ISP
At this final stage, you may need to look at getting a new ISP. Depending on your location, you may be able to access a variety of different ISPs on a number of different connections and speeds. Do some research to find out what is relevant for your local area.
More support options
You have completed another Coviu help article. You now know the possible solutions for slow internet and connectivity issues.
If this is not what you were looking for, explore our knowledge base and search for another article from here.
If you still require any assistance, please do not hesitate to get in touch with our friendly Customer Success team using any of the contact methods available here.