---
title: Console has poor network quality
slug: console-has-poor-network-quality
createdAt: 2026-01-20T22:07:02.809Z
---

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:

- [App has poor network quality](docId\:hMFGLYp07-SmJA91Wg7SM)
- ****[Common Video Call Issues](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. There are two ways to access the network test:

- **From the App:** Follow instructions in Testing Network Quality: [Running a test from the App](docId\:KnmL6ccMZTX6ZhPi4efvz).
- **From the Console:** Follow instructions in Testing Network Quality: [Running a test from the Console](docId\:KnmL6ccMZTX6ZhPi4efvz).

### What the results mean

- **Signal Strength: **How well the Console "hears" the Wi-Fi. It should be "Good" or "Excellent."
- **Latency: **The "delay" in the connection. Lower numbers are better.
- **Pocket Loss: **Data that gets lost in transit. This should ideally be 0%.
- **Upload/Download Speed: **The speed of the data. Video calls require at least 5Mbps upload/download.

# 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.

1. **Unplug the Power:** Disconnect the power cords from the back of the **Router** and your **JubileeTV Console**.
2. **Wait 30 Seconds:** Leave them unplugged to allow the electricity to fully discharge.
3. **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).
4. **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.