Joining Your Video Consultation FAQs
Video consultations let you speak face-to-face with your provider from home, without the need to travel. This guide brings together the most common questions participants ask before and during a video appointment, along with simple steps to resolve the most frequent issues. If you'd prefer to walk through this guide step-by-step, an interactive tool is available here.
Do I need to download or install anything?
No. The platform runs entirely through your internet browser, so there's nothing to download, install, or create an account for. All you need is a device with a camera, microphone and speaker, such as a smartphone, tablet, or computer, a stable internet connection, and an up-to-date browser such as Google Chrome, Microsoft Edge, Safari, or Firefox.
How will I receive my appointment details, and how do I join?
Your provider will send you a unique link by email, text message, or letter, along with the date and time of your appointment. If you've received this by letter, simply type or copy the link exactly as it appears into your browser's address bar.
We'd recommend opening the link a few minutes before your appointment time. This gives you a chance to confirm your details, run through any equipment checks, and settle into the waiting room before your consultation begins.
Is the call private and secure?
Yes. Your consultation is conducted over a secure, encrypted connection, and the waiting room is private. Any personal details you enter are used only to identify you for your appointment and aren't stored afterwards. As with any appointment, it's worth finding a private, well-lit space where you won't be disturbed, and where you feel comfortable discussing personal information.
Can someone else join the call with me?
In most cases, yes - with your consent, a family member, friend, carer, or interpreter can join you. If they're with you in person, they can simply sit alongside you. If they're elsewhere, you can share your appointment link with them so they can join from their own device. It's a good idea to let your provider know in advance if you'd like additional people to join, particularly if an interpreter is needed.
Will this use up my mobile data?
It can, particularly if you're using your mobile network rather than Wi-Fi. Video calls use a reasonable amount of data, so where possible we'd recommend connecting to Wi-Fi (at home, work, or another trusted network) to avoid using your mobile allowance. While you're waiting in the waiting room, data use is minimal.
What should I expect once I open my appointment link?
You'll first land on a page confirming the name of the service or waiting room, it's worth checking this matches your appointment letter or message. From here, you'll be guided through a short series of steps: confirming or entering some personal details, and optionally running a quick check of your camera, microphone, speaker and internet connection. Once this is done, you'll enter the waiting room.
While you wait, you'll usually be able to see yourself on screen, hear some hold music with the option to turn it off or view a holding message. Your provider will join the call when they're ready to begin. If they're running behind schedule, many services will let you know, but if you've been waiting significantly longer than your appointment time, it's worth contacting your provider using the contact details on your appointment letter. or message.
Should I test my camera, microphone and connection beforehand?
We'd strongly recommend it, especially if this is your first video appointment. Before you start, make sure your device has enough battery to last the consultation, and is plugged in if possible.
During the joining process, you will be offered a quick equipment and connection test. This checks your camera, microphone, speaker and internet connection, usually taking around 30 seconds. If everything looks good, you'll see a confirmation message and can continue into the waiting room. If a problem is flagged, it will usually tell you which part of your setup needs attention, so you know exactly what to fix. A good rule of thumb: if you can successfully watch a video online (for example, on YouTube), your connection should be suitable for a video call.
My camera or microphone isn't working, what should I check first?
The most common cause is that your browser hasn't been given permission to use your camera and microphone. Look for a small icon (often a padlock, camera symbol, or three dots) near the start of your browser's address bar. Clicking this will show whether camera and microphone access has been allowed for this site. If not, select 'Allow' for both, then refresh the page and try joining again.
If you're using an external webcam or microphone (plugged in via USB), try unplugging it and plugging it back in. If you have more than one camera connected, such as a laptop's built-in camera as well as a USB one, you can usually switch between them from a button on the call screen once you've joined.
I can't hear anything, or the sound is too quiet
First, check the volume on your device itself, and make sure it isn't muted. On a Windows computer, click the speaker icon in the bottom-right corner of your screen and check the volume mixer, this lets you see which microphone and speaker are selected and adjust their levels individually. On a Mac, smartphone or tablet, check your device's volume controls and any 'silent' or 'do not disturb' switches.
Once you're in the call itself, check the microphone and camera icons on your screen. If either shows as red or has a line through it, that feature has been muted within the call. Clicking the icon once will turn it back on.
When you speak, a green bar should move across the microphone symbol to show your volume level. Such as below:
If no green line appears, you may be connected to the wrong microphone. You can check your device's audio settings to confirm the correct one is selected. To do this, hover over the microphone icon to open the audio settings menu. From here, hover over the device selection box to choose from your available microphones.
I can hear an echo, or others say there's feedback on the call
This is usually caused by sound from your speakers being picked up again by your microphone. If possible, use headphones or earphones as this is the simplest and most effective fix. If you're in a small room with multiple devices logged into the same call, try muting or closing the additional devices. Lowering your speaker volume slightly can also help.
What browser should I use, and does it matter?
Yes, it can. We'd recommend using an up-to-date version of Google Chrome, Microsoft Edge, Safari, or Firefox. Older or unsupported browsers (including Internet Explorer) may prevent your consultation from loading correctly. If you're on a phone or tablet, make sure both your device's operating system and your browser app are fully up to date. Most devices will update automatically, but it's worth checking in your device settings if you're not sure.
If you're using an Android tablet, we'd particularly recommend Firefox for the smoothest experience. Other browsers may show a message about screen recording or sharing permissions when you join -this is a standard message, won't affect your call, and you can simply select 'Continue Anyway'.
The page won't load properly, or looks broken. What can I try?
A few simple steps resolve most display issues:
First, try refreshing the page. If that doesn't help, try opening your appointment link in a private or incognito browsing window; this opens the page without using any saved data, cookies, or extensions that might be causing a conflict. In Chrome or Edge, you can open one by pressing Ctrl+Shift+N (or ⌘+Shift+N on a Mac); in Firefox, use Ctrl+Shift+P (⌘+Shift+P on Mac); on an iPhone or iPad in Safari, tap the tabs icon and then 'Private'. On mobile Chrome or Edge, tap the three dots in the corner and choose 'New Incognito Tab' or 'New InPrivate Tab'.
If things work fine in a private window, clearing your browser's cache and cookies will usually fix the issue. You can normally do this from your browser's settings menu, under 'Privacy' or 'History' look for an option to 'clear browsing data', select cookies and cached files, then restart your browser and try your appointment link again. Note that this may sign you out of other websites you use regularly.
My connection keeps dropping, or the video is freezing and lagging
A weak or unstable internet connection is one of the most common causes of disruption during a video call. A few things that often help:
If you're on Wi-Fi, try moving closer to your router, or connect using a network cable if your device allows it. Disconnecting other devices from your home network temporarily (particularly anything streaming video) can also free up bandwidth. If you're using mobile data, check your signal strength and try moving to a different spot if needed, or switch to Wi-Fi if it's available.
For a good-quality video call, we'd recommend a minimum of 2 Mbps for both upload and download speed. You can check your current speed for free using a site such as speedtest.net.
Does it matter if I have other tabs, apps, or programs open?
It can. Other open browser tabs or applications (especially anything playing video or audio, downloading files, or using your camera and microphone such as Skype, FaceTime, or another video app) can use up bandwidth, processing power, or device resources that your consultation needs. Before your appointment, it's worth closing anything you don't need so your device can give your video call its full attention.
What if my device won't play video at all, even outside this platform?
If videos don't play properly anywhere on your device, for example on YouTube, the issue is likely with your device itself rather than the consultation platform. Try opening another video-calling app (such as Zoom, Teams, Skype, or FaceTime) to check whether your camera and microphone work there. If you're on a computer, make sure your audio and video drivers are up to date. Restarting your device often resolves temporary glitches too. If the problem continues across different apps, it may be worth trying a different device for your appointment if you have one available.
Could security software or a VPN be causing problems?
Yes, occasionally. VPNs, antivirus software, and firewall settings can sometimes block the camera, microphone, or video stream needed for your consultation. If you use any of these, try temporarily disabling them or checking their settings to ensure video calls are permitted, particularly if you're connecting from a workplace or managed device.
I've tried everything and I'm still having problems, what now?
If you've worked through the steps above and things still aren't working, a few final things are worth trying: switching to a different device (for example, a smartphone instead of a computer, or vice versa) can quickly show whether the issue is specific to one device; trying a different browser, ideally the latest version of Chrome, Edge, or Safari, can resolve compatibility problems; and double-checking your connection speed and security software as described above.
If none of this resolves the issue, please contact your consultation provider using the phone number on your appointment letter or confirmation message. They'll be able to help directly, and may be able to continue your appointment by phone if needed, or arrange a convenient time to rebook.
What if I get cut off partway through my appointment?
Don't worry, simply reopen your original appointment link and rejoin. In most cases you'll be returned to the waiting room, and your provider will be notified that you've reconnected. If you're unable to get back in, contact your provider using the details on your appointment letter, who can advise on next steps or continue the appointment by phone.
What if I miss my appointment or need to join late?
If you're running late, try to join as soon as you can, your appointment link will usually still work. If you're significantly delayed or think you'll miss the appointment altogether, please contact your provider as soon as possible using the number on your appointment letter, so they can let your provider know and discuss rearranging if needed.