Your provider cannot hear you

Work through these in order. The first two fix it most of the time.

If they cannot hear you

1. Check you are not muted. Select the microphone button so it is not crossed out.
2. Check your browser is allowed to use the microphone.
3. If you have headphones with a microphone, plug them in, then reload the page.
4. Close any other app using the microphone, such as another video call, and reload the page.

If you cannot hear them

1. Turn your device’s volume up. On a phone, use the buttons on the side while the call is running.
2. Check your headphones are connected to this device and not to something else nearby.
3. Ask your provider to check they are not muted.

If you hear an echo

Use headphones. An echo is your provider’s voice coming out of your speakers and going back in through your microphone, and headphones stop it at the source.

What to know

• Switching device or browser mid appointment means opening the link again and checking in again, so try the steps above first.
• Test Your Connection checks your browser, your camera and microphone, your network and your speed, and tells you which one is the problem.