Trying to FaceTime with your friends or family, and then find that after around 5-6 minutes one of you gets that “poor connection” error message? And it never recovers until you hang up and call again?
Several users have reported that they have been receiving “Poor Connection. The video will resume automatically when the connection improves” and “Connection lost” error messages when using the FaceTime app. Users have also reported that this issue started after they updated their iOS.
In this guide, we’ll show you how to fix the problem.
Contents
- Before You Do Anything: Check Apple’s Servers
- How to Fix the FaceTime Poor Connection Issue
- Run a Speed Test
- Turn Wi-Fi Off and On Again
- Other Things to Try
- Still Having Issues With FaceTime?
- Reader Tips
- Use These Tips to Fix the FaceTime Poor Connection Error
Before You Do Anything: Check Apple’s Servers
Sometimes, FaceTime doesn’t work through no fault of your own. It might be something to do with Apple’s servers. Check Apple’s System Status page to ensure FaceTime Servers are up and running. If the servers are working, you’ll see a green dot next to FaceTime. And if the servers are down, there isn’t much you can do other than wait. Apple usually solves these problems before too long, though, so you should hopefully be up and running again within little time.
How to Fix the FaceTime Poor Connection Issue
If you experience this issue, please try the following tips to resolve it. Please check after trying each step to see if your problem has been resolved.
Restart Your iPhone or iPad
You can solve a lot of connectivity issues — and issues with FaceTime in general — by restarting your iPhone or iPad. Here’s how to perform an ordinary restart:
iPhone and iPads With a Home Button
- Press and hold the standby button until you see slide to power off.
- Power off your device by moving your finger along the slider.
- Wait your your iPhone or iPad to switch off. Then, press and hold the standby button again.
- Let go of the standby button when the Apple logo appears. When you’re back on your home screen, enter your passcode and try using FaceTime again.
iPhones and iPads With Face ID
- Press the standby button and one of your volume buttons until you see slide to power off.
- Turn your iPhone or iPad off before holding the standby button again. Wait for the Apple logo before letting go.
- Enter your passcode when your iPhone or iPad has powered itself back on. Then, try FaceTime again.
Run a Speed Test
Run a speed test on your networks if you’re seeing the Poor Connection error appear on your iPad. You should ensure that your networks are reaching 5mbps or greater. If they aren’t, you may experience problems with FaceTime. Contact your network provider if you’re having issues with your connection speed, as this isn’t something that Apple can fix.
To run a speed test, you can use a website like speedtest.net.
Update iOS and iPadOS
Sometimes, the Poor Connection error on FaceTime is caused by software glitches. You can solve these problems by updating your iOS or iPadOS software on all devices trying to connect. The steps are the same regardless of whether you use your smartphone or tablet:
- Go to Settings > General > Software Update.
- Update your iOS or iPadOS software if one is available.
- Wait for the software to update before trying FaceTime again.
Note that when you update your iOS/iPadOS software, your device will restart multiple times during the process. You should also ensure that you’re connected to Wi-Fi for the duration and have sufficient battery. As a rule of thumb, it’s worth keeping your device charged for the entire process.
Turn Wi-Fi Off and On Again
You can also try turning your Wi-Fi off from both your device and router.
To turn Wi-Fi off and on again from your iPhone or iPad:
- Go to Settings > Wi-Fi and toggle the feature off.
- Wait around 30 seconds before toggling Wi-Fi on again.
- Try and see if FaceTime no longer has the Poor Connection error.
You can, alternatively, turn on Airplane Mode. If you haven’t enabled Wi-Fi in Airplane Mode, enabling this feature will switch off your connection. Turn on Airplane Mode via the Control Center; wait 30 seconds before toggling it off again.
To reset the Wi-Fi from your router, follow these instructions instead:
- Unplug your router.
- Turn the power button off.
- Wait 15-30 seconds.
- Plug your router in and turn the power button back on.
- Wait until the lights signal that your internet has reconnected.
You can also try connecting to a 5 GHz WiFi signal and not a 2.4 GHz, or vice-versa. Another option is to change your router configuration page (commonly at http://192.168.1.1) and deactivate the 2.4GHz option, so your entire network runs at 5 GHz.
Turn Off Cellular Data
If you’re using cellular data for your FaceTime calls instead, you should toggle your cellular data off and on again. Here’s how to do that:
- Go to Settings > Cellular/Mobile Service.
- Toggle Cellular Data/Mobile Data off.
- Wait 15-30 seconds and toggle the option on again.
Use Your Cellular Data
If you’re using Wi-Fi, you should actually try using your cellular data to make a call. Of course, you’ll need to ensure that you’ve got enough data in your network plan; FaceTime can consume a significant chunk. If that is the case, though, simply disconnect from the Wi-Fi on your device and try making a FaceTime call via cellular.
This is, of course, only applicable if you’re trying to call someone via FaceTime on an iPhone or iPad with a cellular plan. If you have an iPad that only operates on Wi-Fi, you can skip this step.
Toggle FaceTime Off and On Again
In addition to tweaking your internet connection, you also have the option to toggle FaceTime off and back on. Follow these instructions to do that:
- Go to Settings > FaceTime.
- Toggle FaceTime off and wait around 30 seconds.
- Toggle FaceTime back on and try to make a call with the app again.
Turn Off Wi-Fi Assist
Wi-Fi Assist is a useful feature if you endure a bad Wi-Fi connection, but it can sometimes actually interfere with your FaceTime connectivity. So, it’s a good idea to turn the option off and see if that solves your issues. Here’s how you can do that:
- Go to Settings > Cellular/Mobile Service > Wi-Fi Assist. It’s past all of your apps, so you may need to scroll for a little while.
- Toggle Wi-Fi Assist off.
Close and Relaunch the FaceTime App
You may have already tried this, but it’s worth closing and reopening the FaceTime app if you’re dealing with the Poor Connection issue.
To do so, double tap the home button or swipe up the home gesture bar. Then, locate the FaceTime app preview and swipe up off the top of your screen to close.
Force Restart Your iPhone or iPad
We have already covered normally turning your iPhone or iPad off and on again. But if that didn’t work, and you’re still dealing with the Poor Connection error on FaceTime, try force restarting your device again.
- iPhones and iPads with Touch ID: Press the Home and Power buttons at the same time. Let go when you see the Apple logo.
- iPhones and iPads with Face ID: Tap the top volume button and do the same with the bottom one. Hold the Power button until you see the Apple logo.
Changing DNS Info May Fix FaceTime Connection Issues
To do this on iOS devices, simply tap Settings > Wi-Fi and then tap the blue “i” next to your Wi-Fi connection. Then, tap the Configure DNS field (enter the DNS servers; 8.8.8.8; Google’s Public DNS)
Adjust Your Date and Time Settings
Tap Settings > General > Date & Time and set a time that is at least one year ahead and try again. If this does not solve the issue, make sure you toggle “Set Automatically” on.
Delete (or Offload) and Reinstall the FaceTime App
While this wasn’t previously the case, you can now delete FaceTime from your iPhone or iPad. If you’re encountering problems with the Poor Connection error, you may find some success in deleting or offloading the app before re-downloading it.
To delete FaceTime:
- Press and hold on to the FaceTime icon.
- Press Remove App.
- Select Delete App and confirm your choice.
To offload FaceTime:
- Go to Settings > General > iPhone/iPad Storage.
- Select FaceTime when you see the app.
- Tap Offload App. Confirm that you want to offload FaceTime when the pop-up window appears.
You can re-install FaceTime by going to the App Store and searching for FaceTime, before tapping the cloud and arrow icon.
Other Things to Try
- Check to see if the person you’re calling has a strong FaceTime connection. If they don’t, you may encounter issues using the app properly.
- Move to another part of your house. Some buildings, especially apartments, can have great connectivity in some places but patchy network connections in others.
- Try disconnecting other devices in your house from the Wi-Fi. If I’m having issues with connectivity, I’ve found that it’s sometimes much easier to use my iPhone, iPad, or Mac on the internet after disconnecting at least one other device from the Wi-Fi. You should, in these cases, still contact your network provider if the problem persists.
Still Having Issues With FaceTime?
If you’re still having problems with the FaceTime app, you might be find the answer you’re looking for in these guides:
- FaceTime for Mac Not Working: How to Fix
- FaceTime Audio, Connection, and Ringing Problems on iPhone and iPad
- Why Is FaceTime Always Pausing Calls on iPhone, iPad, and Mac?
- Call Sound Issues With iPhone: How to Fix
Reader Tips
- Check your router for UPnP mappings. If UPNP is on, then turn it off.
- Make sure you configure your router’s firewall to allow these ports.
Use These Tips to Fix the FaceTime Poor Connection Error
Having issues with a bad connection on FaceTime can be a huge source of irritation, especially if you’re away from your loved ones. However, you can try several things to solve the problem. In addition to directly tweaking things with your internet, you can toggle different settings on your iPhone or iPad.
Hopefully, these tips helped you solve the issue. Let us know what worked for you in the comments section. And if you’re still having issues, it’s a good idea to contact Apple Support.
Related Reading:
- How to Check Your Apple Support Coverage
- How to Chat Directly With Apple Support
- How Do I Fix Failed FaceTime Calls?
- Group FaceTime Not Working? Here’s How to Fix It
Danny has been a professional writer since graduating from university in 2016, but he’s been writing online for over a decade. He has been intrigued by Apple products ever since getting an iPod Shuffle in 2008 and particularly enjoys writing about iPhones and iPads. Danny prides himself on making complex topics easy to understand. In his spare time, he’s a keen photographer.
Les says
if I Facetime my dads ipad air2, from my ipad or iphne, all is well. if I use my 2013 macbook pro, his ipad shows poor connection and we get voice only. Any clue?
Kevin says
I’ve tried FaceTime on the Verizon network instead of on my WiFi.
I’ve tried using the WiFi at work.
I always have a full signal of both WiFi and Verizon when I try it.
Yet FaceTime always crashes.
This does not happen with Skype o the same internet connection.
It’s FaceTime problem, not a problem with my internet connection.
Adri says
Nothing is fixing my problem with FaceTime after 10 minutes it always says poor condition and it never recovers unless I hang up and call back
SK says
Hi Adri,
Please try deleting the FaceTime App entirely from your iPad or iPhone. Follow the instructions in this article to delete that app.
Once deleted, restart your iDevice (power off then back on.)
After restarting, go to the App Store and type in FaceTime in the search bar. Download and install FaceTime and see if it works better now.
Sam
michael says
my friends can see me but I can not see them please help
Tryingbest2004 says
Thanks! Changed DNS to 8.8.8.8 worked!
But, be aware — Not to 8.8.8.8.
Extra “.” after the last 8 was NOT needed.
Mary MacKay says
Same problems as above. I can see clearly but people I am face timing cannot see me or just a shadow of me.
Apple needs to arrange an upgrade/fix and send to all those with FaceTime like they do for any other program or app
pozuelas says
Same problem for last 2 weeks. I have facetime to connect with an elderly friend. I can see her but she cant see me. Ive tried the simple ‘solutions’ but no good. I cant even get Apple support to answer this query. Get it sorted….SOON!
ts says
i have had the same problem for a week.
family and friends cannot see me, but i can see them clearly, they can hear me fine
it says poor connection the video will resume but never does
i would like this problem solving as my family and grand children all live abroad
come on apple get this sorted, you can obviously see there is a problem
Vince proctor says
I have the same problem as Geoff smith- I can hear & see people on FaceTime, they can hear me but not see me. I have replaced the router, restarted it , reset the I pad, but to no avail. Is it an apple update problem?
Ang says
When connected on FaceTime with friends they don’t see me, I see them fine on my screen. Found out that my camera for facing myself isn’t working which makes my FaceTime unable for others to see me in thier screen. It’s just frozen and tried all the tips and still nothing. So disappointed.
Sheila Sewell says
Hi Ang, my cameras are working fine but my friends still can’t see me on FaceTime. Isn’t it so frustrating. I took my iPad to a computer shop and of course it worked fine there! As there appears to be a lot of us with the same problem I think it must be an Apple fault.
Sheila
Geoff smith says
Yet again another case where I can see my grandchildren okay but they can’t see me this was after I downloaded a new working system for my iPad,iso9 has a problem fix it .?
Pl says
I am having the same issues. I can see everyone fine, they get either black screen or connection issues messages. Everything was working fine until I went to iOS 9. Have tried various things to fix and thus far nothing! Very frustrating
Brian Holland-Jones says
I am currently in the USA and suddenly am having problems with Facetime calls. FaceTime was working OK two days ago. But now my Video calls ring and ring with No answer.
When I actually phoned my wife on the condo phone she said her iPhone ( which has FaceTime on it ) did NOT ring ?
I have tried nearly all of your suggestions to resolve the problem, with the exception of touching the property Owners Modem ( in case that causes him problems ).
However none of the suggested “fixes” makes any difference !? When you are over 4300 miles from home and need to speak with your loved ones this Poor Reception problem try later message doesn’t help. Can you ?