What is going on with my iPhone when it comes to video chat?

Question

What is going on with my iPhone when it comes to video chat?

So I have recently got a new iPhone 6s and everything would go perfect. I use facetime very often and it has always worked great, but one day during facetime it began to reconnect and while i hung up and tried to call back, it never worked again. The person I am trying to facetime with could hear me and see me perfectly while I usually end up with a black screen or just a frozen screen. So then we tried to use skype. Skype ended up working for 1 day and than the next day fails exactly like facetime. Where they can see me and hear me but i could not hear them nor can i see them.

iPhone 6s, iOS 9.3.3

Posted on Aug 6, 2016 10:54 PM

Reply

Answer 1

Leanne_68

Community Specialist

Aug 7, 2016 11:27 AM in response to kelvinfrompalmdale

Hello kelvinfrompalmdale,

I understand that you're having some problems using FaceTime and Skype on your new iPhone 6s. I know it's important to be able to video chat with your friends and family, so I'd be happy to provide some assistance.

To address the issue with FaceTime, please try the steps listed in this article:

Get help if you can't make or receive FaceTime calls - Apple Support

For any issues with Skype, please try deleting the app from your iPhone, then re-install it from the App Store and test to see if the issue persists. Also, it may be a good idea to test both Skype and FaceTime with another Wi-Fi network to help isolate the problem further.

Take care!

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Answer 2

Aug 7, 2016 10:08 PM in response to kelvinfrompalmdale

I now can hear and see the person i am facetiming but now it is going extremely slow. Though everything is going very normal for them. When it says poor connection for me or reconnecting for me they do not notice at all and it's only me experiencing these problems.

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Answer 3

Leanne_68

Community Specialist

Aug 8, 2016 9:27 AM in response to kelvinfrompalmdale

Based on what you've described so far, it sounds like this may be an issue with your connection. Have you tried testing FaceTime with Wi-Fi as well as cellular data? We recommend visiting an Apple Store or Apple Authorized Service Provider for testing purposes. This will allow you to test FaceTime using a different Wi-Fi network.

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Answer 4

Aug 8, 2016 9:37 AM in response to kelvinfrompalmdale

To me it seems like this is internet related. Verify your wifi connection and make sure you are getting good upload and download speeds. Also ask the person you are testing it with to do the same. If it doesn't work well and you both have good internet then it might be something else. I would think 5mb/s down and 1mb/s up is sufficient if you are the only one on the network.

Respond on here if you verify this and still have issues. Good luck!

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