What to Do If Your Connection Drops During a Telemedicine Visit

Audience: all

Telemedicine visits rely on a stable internet connection to work well. If your connection drops during a telemedicine appointment, it can be frustrating and may interrupt important health discussions. This guide explains simple steps to take if your connection fails, how to prepare before your visit to reduce the chance of problems, and what to do afterward. It also highlights when telemedicine can help and when you should seek in-person care. Knowing what to do if your connection drops helps you stay safe and get the care you need, even when technology acts up.

Red flags — go in person / ER

• Sudden chest pain or pressure — call emergency services immediately.
• Severe difficulty breathing or shortness of breath — seek urgent in-person care.
• Confusion, sudden weakness, or loss of consciousness — get emergency help right away.

What telemedicine can do

• Routine health check-ins and follow-ups
• Medication reviews and adjustments
• Mental health counseling and therapy
• Minor illnesses and skin conditions
• Health education and lifestyle advice

What telemedicine cannot do

• Emergency medical situations
• Physical examinations requiring hands-on assessment
• Procedures or tests needing specialized equipment
• Severe or rapidly worsening symptoms

Common Reasons for Connection Drops

Connection drops during telemedicine visits often happen because of weak Wi-Fi signals, overloaded networks, or device issues. Sometimes, software glitches or app updates can interrupt your call. Understanding these causes helps you troubleshoot quickly and get back online.

Steps to Take If Your Connection Drops

1. Try to reconnect immediately by restarting the app or refreshing the page.

2. Check your internet connection strength and move closer to your router if possible.

3. Switch to a different network (like mobile data) if Wi-Fi is unstable.

4. Restart your device if the problem continues.

5. Contact your healthcare provider by phone or secure messaging to inform them about the issue.

6. Reschedule the appointment if reconnection isn’t possible within a few minutes.

How to Prepare to Avoid Connection Issues

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When to Seek In-Person Care

If your connection drops and you experience urgent symptoms like chest pain, severe difficulty breathing, sudden weakness, confusion, or uncontrolled bleeding, seek emergency care immediately. Telemedicine is helpful for many concerns but cannot replace emergency or hands-on medical evaluations.

Understanding What Telemedicine Can and Cannot Do

Telemedicine can often handle routine follow-ups, medication management, mental health counseling, and minor illnesses. However, it cannot perform physical exams, urgent procedures, or tests requiring specialized equipment. Connection issues should not delay seeking urgent care when needed.

How to prepare for your tele-visit

• Test your internet speed before your appointment.
• Charge your device or keep it plugged in.
• Update your telemedicine app and device software.
• Find a quiet, well-lit space near your Wi-Fi router.
• Close other apps or devices that may use bandwidth.
• Have your healthcare provider's contact number ready.

After your tele-visit

• Confirm your appointment was completed successfully or reschedule if needed.
• Follow any care instructions given during the visit.
• Monitor your symptoms and seek in-person care if they worsen.
• Keep notes of your visit for future reference.
• Report any ongoing technical issues to your healthcare provider or telemedicine platform.

FAQs

What should I do if my video freezes during a telemedicine visit?

If your video freezes, try to refresh the app or browser, or restart your device. If the problem persists, switch to audio-only or contact your healthcare provider by phone.

Can I use my mobile phone for telemedicine visits?

Yes, many telemedicine platforms work well on smartphones. Ensure your device is charged, connected to a strong internet signal, and that you have the telemedicine app installed and updated.

What if I can’t reconnect after my connection drops?

Contact your healthcare provider as soon as possible by phone or secure message to explain the problem. They may reschedule your appointment or provide alternative care instructions.

How can I improve my internet connection for telemedicine?

Use a wired Ethernet connection if possible, sit close to your Wi-Fi router, limit other devices using the network, and avoid heavy internet use during your appointment.

Is telemedicine safe if my connection is unstable?

Telemedicine is safe when your connection is stable. If your connection is unstable, important information may be missed. In urgent situations, seek in-person care promptly.

Sources

1. Telemedicine: What to Expect — MedlinePlus | U.S. National Library of Medicine.
2. Tips for a Successful Telehealth Visit — Centers for Disease Control and Prevention (CDC).
3. Preparing for Your Telemedicine Visit — Mayo Clinic.
4. Telehealth and Telemedicine — National Library of Medicine.

This telemedicine guidance is for educational purposes only and is not a substitute for professional in-person medical care. If you experience a medical emergency or serious symptoms, seek immediate in-person care.