Audio and video tips

Only see blank screen and can't hear anyone when you start your call?

If you're using a cellular network, try to connect to a Wi-Fi network instead.

If you are using an iOS device (e.g. iPhone, iPad) and need to call using a cellular network, update your mobile device with the latest OS.

Can't hear the agent or they can't hear you?

Try the following:

• Turn up the volume
• Make sure your microphone is turned on
• Make sure you're not on mute
• Find a location that is quieter
• Disconnect any Bluetooth devices
• Close any open applications that may be using your microphone, such as other video-calling or chat programs

Poor quality video?

If you're using a cellular network, try to connect to a Wi-Fi network instead.

Check your network connection, and if needed, find a stronger network connection.

Call ended unexpectedly?

Stay within one network and don't walk around during your call.

If you receive a phone call, it may end your video call.

Need more help?

You can find more help in the user guides. If you're not able to find what you're looking for and want to talk to someone, call the Service BC Help Desk.

Service BC Help Desk

Open Monday to Friday (except statutory holidays)