This is not surprising and is probably the biggest usability issue we come across and could be caused by a variety of issues, mainly to do with bandwidth availability and firewalls (both easily resolved, if you have the knowledge).
With a little planning, a little training, and some expert help – video calls do now get through about 19 times out of every 20. Many organisations now treat video as a critical application.
Better comments – “I get through on video better than I do by fax or mobile phones, or more often than I get a clear run on the M25, or I don’t have a train/flight delay”.
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