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I FaceTime every other week or so with my parents. We talk for 1-4 hours when we do. Most times, 1 to 3 times throughout the call, the image will freeze, go blurry, and give me the error “Poor Connection, the video will resume automatically when the connection improves” but the video never resumes, even though if I hang up and call back, the video is fine. Is there a way to fix this so that I don’t have to hang up and call back to get the video back?

I usually use a MacBook Air, but it also happens on my iPhone 6s. My parents are usually using either an iPhone 6s Plus or an iPhone 7.

  • Specific iPhone models aren't the problem here - it can be interference with the WiFi signal strength from the equipment you're both connected to that causes the loss of sync. This interference can be from any number of sources, including microwave ovens; Direct Satellite Service (DSS); Power sources; 2.4 GHz or 5 GHz phones; Wireless RF video. See this page at Apple Support for more detail. If you are connecting with cell, or a mix of cell on one end and WiFi on the other, there could be any number of cell service related glitches. Hard to tell. – IconDaemon Feb 26 at 2:05
  • Yeah. Could be any number of things. But I’m just wanting to know if there’s a way to make it resume without hanging up and calling back. – hepcat72 Feb 26 at 3:48
  • In my experience, starting a new session is the only way to get it to re-sync. – IconDaemon Feb 26 at 12:09
  • So it sounds like what you’re saying is that the error message is inaccurate. It’s not that the connection is temporarily poor (e.g. slow) and can resume when the speed picks up. It’s that there’s some sort of irreconcilable unsynchronized state that the app communication gets into. What is this conclusion based on? – hepcat72 Feb 26 at 12:20
  • Just personal experience, hepcat. Recent example: last week I was using FT with my brother over a public wifi at a rehabilitation center where my mom was recovering from surgery. After two drop outs, I turned off WiFi and used the 3-bar LTE cell service for the rest of the 'visit' without a glitch. There are so many variables on both ends, it is hard to pinpoint a specific problem. It's worth experimenting to find the best connection type. – IconDaemon Feb 26 at 12:28

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