First, check if you are connected to the internet via a VPN.
If you are, access an internet speed test and run it in the two following conditions:
a) While you are connected to the VPN.
b) While you are not connected to the VPN.
If the speed is significantly lower while using a VPN, this means that the VPN is decreasing your speed, which in turn affects the quality of your call.
To go around the issue, try this:
1) Disconnect your VPN.
2) Have a test call with a colleague and check whether your issue has been resolved.
If your video consultation is still slow, try the steps on this article: The image and/or sound is frozen or lagging, what is wrong?
If the issue persists after trying the solutions above, feel free to contact our support at support@visibacare.com.