FaceTime Won't accept calls on Macbook or Phone

I use FaceTime and everything was working fine. Then one day it wasn't.

It rings and gives me the option to connect on my iPhone and Macbook. I click on accept but then it tells me it can't connect and disconnects. The person calling is also using a Macbook.

I have been able to connect my iPhone and Macbook so does that mean the problem is on the other end?

Apple Care cannot call me to trouble shoot so what's the point of even calling them?

I'm open to suggestions.