Nye uses VoIP technology (Voice over Internet Protocol) which allows us to deliver voice and video communications over the internet. This means that calls are dependent on a stable wifi or mobile data signal to be successful.
If you experience any issues with call quality or notice a delay, here are a few things to try:
Allow Twilio to run a diagnostic test which will ask you to test both your audio and video. If you see a fail result, then it will be attributed to your local internet.
Ask the patient to double-check they have service. This can mean moving to another location or switching to Wifi if they are using mobile data.
Check https://weare.nye.health/ to see if we have a popped up a banner about a persistent issue impacting the Nye service at large.
That being said, we are here to help! You can contact the team at Nye by clicking on the blue chat circle on the bottom right-hand corner of the browser. We'll get to the bottom of it for you.