The reason your connection impacts live online classes is because the video and audio are delivered through your web browser via your internet connection.

Think of an internet connection is like a pipe that data passes through or a rope that connect you and your teacher.

Is it a good pipe or a strong connection?

Too narrow, the data can't get through fast enough (this causes latency where the video/audio is delayed)...

Too congested, only some of the data arrives at its destination (this causes packet-loss...or losing bits of video/audio data which can cause you to suddenly disconnect from the class).

Our speed requirements are listed here and if your internet speed is less that 300 kpbs (for example this map shows many parts of Africa, Middle East, India and South East Asia have slower internet)

Credit to Fastmetrics


If you have a group class, you will need to have a strong enough internet connection to handle the extra number of videos shown inside the classroom.

For example, it uses more data to display 5 small videos in a 1:4 group class compared to just 2 in a 1:1 private class.

We recommend speeds of better than 4Mbps / 512kbps for group classes.

Once you know your internet speed, you can check here to ensure you meet the requirements.

If you're unsure, complete the test below.


  1. Use our equipment testing tool (Troubleshooter) before your first class.

  2. You can also share the link below with your students so they can test their equipment and internet connection before their first class, rather than when they are impatient and in a rush to get into their first class:

  3. If you have completed a class but experienced any issues with the video or audio, please check the Post-Class Review tool. 

The Post-Class Review will show you two very helpful graphs in the Q.O.C. (Quality of call) tab:

  • Packet loss (where bits of the video are missed)

  • Audio latency (where the sound is delayed)

Here are some examples of high (bad) packet-loss or high latency:

Example of high (bad) packet loss

e.g. over 2% packet loss you might notice the video freezing, cutting out, the video auto-disabling to optimise the video or the student dropping out of the classroom entirely.

Note: If there are gaps in the line, it indicates that the internet completely dropped away.

Example of high (bad) audio latency

e.g. If there is high latency, you will notice the video/sound getting out of sync or the user might sound like a robot.

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