Console has poor network quality

if you are experiencing "choppy" video calls or delays in telescope or drop in , the issue is often a weak internet connection on either the app or the console side for these features to work as designed, a connection of at least 5 mbps upload and download speed is required this guide focuses on fixing the connection for the jubileetv console because live features like video calling, telescope, and drop in require a steady stream of data, the performance of features is more sensitive to small network "hiccups" than streaming video from apps like netflix or youtube related troubleshooting guides docid\ hmfglyp07 smja91wg7sm https //docs getjubileetv com/video calling#troubleshooting video calling phase 1 check your network quality first, let's see exactly how strong the connection is to test the internet connection for the jubileetv console, enter https //fast com into the command textbox in telescope (note when entering this command, the tv user's screen will change) when done testing the internet connection on the jubileetv console, simply press the back button in telescope to return to normal tv watching if the connection is poor, follow the steps below to troubleshoot phase 2 fixing poor network quality try these fixes in order, starting with the most effective 1\ connect to ethernet wi fi is convenient but reliability can vary if the internet router is near the console, use a standard ethernet cable to connect them directly this provides a "hardwired" connection that ignores wi fi interference entirely 2\ restart the router and jubileetv console just like a computer, networking equipment can get "overwhelmed " restarting both the router and the jubileetv console clears the memory and forces a fresh, clean connection unplug the power disconnect the power cords from the back of the router and your jubileetv console wait 30 seconds leave them unplugged to allow the electricity to fully discharge plug in the router first plug the router back in and wait 2–5 minutes for the lights to stabilize (if you have a separate modem, plug that in first, then the router) plug in the console last once the internet is back up, plug the jubileetv console back in 3\ clear the path wi fi signals are easily blocked by metal and electronics don't hide the router ensure it isn't tucked inside a metal cabinet or directly behind the tv elevate it move the router to a shelf rather than leaving it on the floor 4\ manage shared internet usage the internet connection is shared by every device on the network if other devices are using a lot of data at the same time, the connection quality will drop check other devices even if not in use, devices like tablets (ipads), computers, or other "smart" tvs can run updates in the background that soak up bandwidth senior living communities in communities with shared wi fi, bandwidth is split between many residents if the connection is consistently poor, try scheduling calls during "off peak" hours (like mid morning or late afternoon) if the community allows it, you may also consider installing a private internet line specifically for your loved one’s suite to ensure a dedicated connection 5\ use the 5ghz band most modern routers offer two bands 2 4ghz and 5ghz 2 4ghz travels through walls better but is very crowded and slow 5ghz is much faster and better for video if your jubileetv can see a 5ghz option, connect to that note if the wi fi uses the same name for both 5ghz and 2 4ghz, the jubileetv console will automatically identify and connect to the faster 5ghz band whenever possible 6\ consider a mesh system if the router is in a different room, a mesh wi fi system (like eero or google nest) is a good option you can place a "satellite" unit right next to the jubileetv console to give it a full strength signal 7\ upgrade your internet service if you have completed all the steps above and are still having issues, the current internet plan may not be fast enough to handle live video what you need for a smooth experience with video calls and telescope, we recommend a plan with at least 10–25 mbps download and 5–10 mbps upload speeds check your plan contact your internet service provider (isp) to see what speed you are currently paying for often, older "legacy" plans are slower and more expensive than modern high speed options