Calls can sometimes drop out. In most cases, you can quickly reconnect and keep going.
Why did my video call disconnect?
This can happen because of:
- A weak internet connection
- Your device restarting or running out of battery
- Another app interrupting the call
How do I reconnect to my video call?
- Check your internet connection is working and stable.
- Close and reopen your browser.
- Click your original call link.
- Wait a moment for the call to reconnect.
You don’t need to make a new booking. The same link should take you straight back in.
Can I switch to another device if I’m having technical problems?
Yes. Use the same call link on any other phone, tablet, or computer with a working camera, microphone, and internet connection.
What will happen if my video call is interrupted?
Your doctor may ask you to wait a short time and try reconnecting. If you can’t get back in, our support team may contact you using the details from your booking.
What should I do immediately after my call disconnects?
- Check your internet connection.
- Rejoin using the same call link.
- Refresh your browser if needed.
- Restart your device if the problem continues.
- Keep your phone nearby in case the clinic calls you.
What if I can’t reconnect to my call?
- Try a different browser.
- Switch from Wi-Fi to mobile data, or the other way around.
- Try a different device, if you have one.
- Contact Hola Health Support support@hola.health for help.
How do I check that my contact details are up to date?
Before paying for your call, check that:
- Your mobile number is correct
- Your email address is correct
- Any details you gave when booking are correct
This way, the clinic can reach you if your call drops.
Can I continue my call by phone if my video isn’t working?
Sometimes, yes, if it’s suitable for your appointment. Your doctor will let you know if this is an option.
How can I reduce the risk of connection issues?
- Use a strong Wi-Fi or mobile connection.
- Close apps and browser tabs you don’t need.
- Keep your device charged.
- Update your browser before your appointment.
- Join a few minutes early.
- Stay somewhere with good signal or Wi-Fi.
Can I rejoin my call using the same link?
Yes. If your call is still active, clicking the same link will take you straight back in.
Will I have to pay again if my call is disconnected due to technical issues?
Not usually. If a technical issue interrupts your call, contact support@hola.health for help before you book another slot.
Does Hola Health save my call if the connection drops?
No, calls aren’t recorded. If you get disconnected, just rejoin using the same link.
Can I reschedule my call if I keep having technical problems?
Yes. Contact Hola Health Support and they’ll talk you through your options, including rescheduling.
Still experiencing connection issues? Contact Hola Health Support
If you are unable to reconnect or complete your consultation, please contact the Hola Health Support staff as soon as possible. When you contact support, do provide:
- Appointment date and time.
- A description and screenshot of the problem.
- The troubleshooting steps you’ve already tried.
The support team can help identify the problem and guide you through the next steps to ensure that your appointment proceeds smoothly.
