Video visit connection problems: what to do if the video fails

You don't need special equipment. A phone, tablet or computer with a camera and microphone is enough, and you join with the link in your confirmation. What matters most is your signal and a quiet spot:

A few minutes before your visit, do this quick check. If something is wrong, you can fix it calmly instead of at visit time:

Dropped connections happen and they are fixable. If it happens to you, work through these in order:

Depending on the service and what the doctor considers appropriate, your visit can be by video or by phone. In a phone visit, you call the number we sent in your confirmation and enter the PIN, and the doctor admits you to the visit. All you need is a phone with a normal signal, with no internet or camera, which makes it a good alternative when your data connection is weak.

Two things to know: a new patient's first visit is by video, and when the patient is under 21 the visit is by video, with a parent or legal guardian on camera. If you are not sure which suits you, see how it works or write to us before booking.

If the clinic can't see you, for example because of a technical problem on our side, we refund you in full. The same goes if no doctor is available at your time, or if the clinic moved your visit and the new time doesn't work for you; if the clinic is the one that changes the time, this applies even when the visit is less than 24 hours away.

So if you pay and the visit can't happen because of us, you don't lose your money. Read the full cancellation and refund policy before booking: it also explains when you can cancel for a refund or change the time at no cost, and what happens if you don't join in the first 10 minutes.

If your connection fails for reasons on your side, such as the signal at home, write to us as soon as you can and tell us what happened. If you don't join in the first 10 minutes, the visit counts as a no-show and there is no refund; if you had a problem, we may offer you one other time as a courtesy.

That is why it helps to join a few minutes early, have the phone option ready and let us know quickly. Remember that requests are open around the clock: there are video visits every day, from 00:00 to 24:00 Puerto Rico time, so you can choose a time when you will be somewhere with a good signal.

A connection problem should never delay care in an emergency. If you get worse during the visit or a warning sign appears, do not wait to reconnect: call 911 or go to the ER. The same goes for chest pain, shortness of breath, signs of a stroke, a severe allergic reaction or thoughts of harming yourself; for the last one, call or text 988, or the PAS Line at 1-800-981-0023. See when to go to the ER.

With a good connection, Dr. Diana Nieves Castro, a general practice physician licensed in Puerto Rico, evaluates, diagnoses and treats, prescribes when appropriate, and gives you lab orders and a doctor's note if you need one. She sees patients in English or Spanish. To go straight to the service, see the online doctor visit, or urgent care if your problem can't wait. For children's visits, read the parents' guide.

Now you know what to do if the video fails: reopen the link, turn video off, switch networks or move to the phone, and count on a full refund if we are the ones who can't see you. Whenever you are ready, book your online doctor visit.