Low bandwidth and troubleshooting for Webex
Millions of people around the world are being asked to work remotely due to circumstances resulting from COVID-19 (Coronavirus disease) - some with connection limitations. Follow the advice below to stay connected in any situation.
Get the one page user guide about using Webex with any connection typeIf you are finding real-time capabilities, like voice and video are being impacted by your connectivity – we recommend also downloading Webex Teams. This enables you to message and share files in or out of a meeting, from any device.
If you are not experiencing connectivity issues, visit our Remote Work Essentials page to get started.
Devices and connections types
Find a quiet location with a power source for your device. How you connect to a meeting depends on the
device and connection types you have available:
Device Options
- Non-smartphone cellular (mobile) phones or landlines provide an audio only experience
- Smartphone, iPad or Tablets use the Webex mobile application
- Laptop or desktop computer user should download the desktop application
- Joining on a video device is the best experience, if you have access to one
Connection types:
- Fixed landline phone (audio only)
- Cellular call (audio only)
- Cellular data
- WiFi or wired internet connection (best experience)
Basic troubleshooting
Help.webex.com
Searching our help site is the best place to start if you encounter any problems. See Webex Support for GDPRStatus.webex.com
You can check our general service status for any issues affecting all users at status.webex.com.Contact us
We have a 24/7 team ready to assist with whatever you need. Contact us if you're unable to resolve your issue.How do I use Webex with no internet connection?
If you don’t have access to Wi-Fi or cellular data, you can still join a meeting by
phone. Use the Webex call-in numbers from your meeting invite to dial in.
Some Telco providers in various regions are experiencing higher than normal call volume. If the phone number that is provided is temporarily unavailable, choose from one of the other numbers assigned to your site. Follow the instructions during the meeting join or from the Webex Meeting invite to find the global call-in numbers.
After you join, you will hear everyone talking in the meeting but not see any video or content that they're sharing.
Some Telco providers in various regions are experiencing higher than normal call volume. If the phone number that is provided is temporarily unavailable, choose from one of the other numbers assigned to your site. Follow the instructions during the meeting join or from the Webex Meeting invite to find the global call-in numbers.
- Open your meeting invitation and call one of the numbers under ‘Join by phone’.
- You may be asked to say your name and/or ‘press 1 to join the meeting’ on your keypad.
- Let your host know that you’ve joined.
- To prevent distractions, we recommend you mute your phone. If your device does not have a mute capability – dial *6 on your keypad to mute and unmute.
After you join, you will hear everyone talking in the meeting but not see any video or content that they're sharing.
How do I use Webex with low bandwidth?
When joining from a mobile, desktop, or laptop device, a notification may apprear on the screen to let you know you have a poor internet connection. Here’s how to stay connected through bandwidth issues:
Choose voice over video
Having your web camera on is best practice when you are working remotely, but if you have a poor internet connection - focus on maintaining your audio connectivity. From a desktop, turn your video off by clicking the camera icon. From a mobile application, select the option to switch to an audio-only meeting.Change your audio
Using “Call Using Computer” takes up bandwidth, so try to avoid this if you have low bandwidth. Instead use the “Call Me” or “I Will Call In” options, to dial into the meeting. If you lose connectivity completely, open your meeting invitation and call one of the numbers under ‘Join by phone’.Share content offline
If you need to share content, send the file before your meeting or share a link to the file rather than sharing your screen. This will save valuable bandwidth so you can keep audio and video connected.Close your applications
Close any applications you don’t need during the meeting. This includes email, web browser tabs, file back-up services, open documents connected to cloud-based content sharing services, or applications on your desktop. This ensures your limited bandwidth is kept for real time communications during a meeting.Turn off your VPN
Your employer may have provided you with a VPN (virtual private network) service, that allows you to use the company network while working remotely. Often, this feature can limit the bandwidth available to Webex. Try turning off your VPN and see if your meeting audio, video, and screen sharing quality improves.What if call-back isn't working?
Due to high demand on local service providers for telephone services, dial-in or dial-back audio options may be unavailable to you. Here are options to stay connected:Switch to using VOIP
Voice over internet protocol (VOIP) means that your audio is sent and received using the internet. If your traditional telephone network fails, and your landline or cellular (mobile) becomes unavailable, find a wired internet, Wi-Fi or cellular data connection. Once online – you can use the ‘call using computer’ option, which allows you to join audio over the internet. We strongly recommend using a headset for the best experience.Prioritize your bandwidth for VOIP
When VOIP is your only option, make sure you have enough bandwidth for a clear audio experience. If you can’t hear people, or they can’t hear you, follow the advice in the "How do I use Webex with low bandwidth?" section, for advice on using Webex with low bandwidth.Connected?
Great! Now check out our remote work advice page for more tips and tricks on working remotely.