The My Online Therapy App is optimised to work on Google Chrome. We would always recommend that users carry out video calls on a laptop/desktop with good network connectivity using an ethernet cable if your wifi is not strong enough.
All sessions take place via the app. Video call sessions can be accessed from 15 minutes before the start of your session and Live Chat Sessions are carried out in the messaging service between you and your psychologist.
Having multiple devices on your internet network can slow loading time. Are you or someone else using a games console, mobile phone, tablet, PC or mac on the same network? Disconnecting them could help to improve the quality of your video call for the duration.
If you’re playing online games, downloading or uploading large files while trying to carry out a video call, this streaming of heavy data could cause buffering
At busy times, some internet service providers may slow down your connection. If you’re using wifi or broadband, you need a speed of at least 2.5Mbps. You will need a higher speed if using 3G or 4G devices. Please contact your service provider if your broadband speed is not where it should be.
Check your speed by using one of these websites:
Upgrade your router if you have not had a replacement for a while, if you’ve been with the same supplier
Is it in the right place in your house? Away from other electrical items
Update your software and browser: many will update themselves
Update the My Online Therapy App - are you using the latest version?
Video calls via your laptop/desktop PC
For the strongest connection, we recommend you use an ethernet cable to your laptop to stream your video calls
Video calls via your mobile phone
Have you updated your phone lately?
Have you closed down all the screens that are open from previous apps and browser history?
Does your mobile have enough device storage to support our app?