To participate in clear video or audio-only calls, two conditions must be met for each participant's internet connection (these can be measured using our below recommended tools):
- Connection speeds must be sufficiently fast (higher = better; see below table).
- Latency (i.e. delay) must be <100 microseconds (lower = better).
We recommend the following internet connection speeds:
|HD video calls:||1,500 Kbps or 1.5 Mbps|
|SD video calls:||540 Kbps or 0.54 Mbps|
|Low res video calls:||256 Kbps or 0.256 Mbps|
|Audio-only calls:||128 Kbps or 0.128 Mbps|
Magnifi uses variable bit rate codecs for Magnifi calls. This means that the quality of a call will be dynamically adjusted to adapt to changing network conditions (i.e. HD video will automatically downscale to a lower resolution when connection speed drops). Therefore, the bandwidth usage will vary throughout the duration of the call.
The Magnifi app tests your connection speed at the onset of a call, as well as periodically during a call. If your connection speed slows below 100 kbps, you will see a "Poor Connection" error message onscreen, warning you to turn off video. If both call audio is unclear, we recommend you hang up and call the Expert back when your connection improves.
Recommendations for Optimizing Call Quality
1. If video is unclear, try turning your video feed off and doing an audio-only call (if video is not important for your call). Audio-only calls transmit much less data than video calls, so they are less demanding for internet connection speeds.
2. If both call video and audio are unclear (or: if you need video for your call), tell the Expert you'll call back ASAP and hang up. Don't continue paying for call time with an Expert if the call quality is unclear.
3. Determine whether your internet connection speed is adequate by running a quick speed test (see below). If your connection speed is weak, try finding a new location for your call (e.g. leave the coffee shop and try your home WiFi network later).
4. Send the Expert a chat message within Magnifi and ask them to also test their connection speed before calling back.
5. Try calling the Expert again.
Magnifi cannot control whether Callers and Experts are using strong internet connections for calls. Magnifi is unable to issue refunds to Callers for poor call quality caused by connection speeds. If you are unhappy with a call, ask the Expert to refund their earnings to you.
If you are unable to resolve your call payment issues, please email firstname.lastname@example.org.
Testing Your Connection Speed
You can test your speed before a call by:
- Visiting Comcast's Xfinity Speed Test site in your phone's browser
- Using Ookla's Speedtest iPhone app
- Visiting Netflix's Fast.com website in your phone's browser (download speed only)
Each of the above sites which will automatically determine your current connection speed (although Fast.com only determines download speed, but not upload speed, which is also important for Magnifi calls).
Important: each of the above speed test sites may collect data about you. Please make sure to read through the respective Privacy Policies: