An “Unstable Wi-Fi” notification will show up to inform you about the status of your Wi-Fi internet connection. A connection strength indicator should also show up in the bottom of the caption screen, either in yellow (poor/unstable) or red (very unstable). This feature is designed to help you be aware of your internet connection during your calls in case this leads to audio or captioning issues.
Please note that even if you have full signal bars shown on the top of your phone, you may still see poor connection notifications as the signal bars only indicate the strength of the connection between your phone and router, and not your underlying internet connection. Home Wi-Fi routers may face issues over time such as a build up of buffering and delays. To resolve this, first try resetting your router. If the issue persists, please consider turning off your phone’s Wi-Fi connection and switching to a cellular network connection (LTE or 5G).
To refresh your router connection
- Unplug your router’s cord from the wall
- Plug the cord back in
- Wait 1-2 minutes until all the lights are back up
To switch your phone’s internet connection from Wi-Fi to Cellular on an iPhone
- From your phone’s home screen, tap the Settings app
- Tap Wi-Fi
- Tap Wi-Fi toggle OFF (it will turn gray)
- Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen
To switch your phone’s internet connection from Wi-Fi to Cellular on an Android
- From your phone’s home screen, tap the Settings app
- Tap Connections
- Tap Wi-Fi toggle OFF (it will turn gray)
- Confirm your phone still has a cellular network connection by looking for the signal bars at the top right of the screen
Please note that if you are experiencing connection issues during a call while on a Wi-Fi network, we recommend switching off your phone’s Wi-Fi if you have access to a cellular data network. This may sometimes lead to a call being dropped while your phone makes the switch. If this happens, please make your call again and the issue should not remain as long as your cellular signal is strong.