We're so sorry and know that's disappointing. We will do our best to help but a small percent of our customers will experience network connection issues that cannot be resolved. If you've ever been on a Skype, Zoom, Teams, or other video conferencing platform you'll know sometimes they freeze up and/or disconnects occur.
All of our Claus performers were tested and approved to serve on the JingleRing platform meaning they passed network speed tests. We also actively monitor them to make sure everything is running well on their end.
If you are having connection issues, in most cases this is caused by the customer (Host or Guests):
- Being on a cellular connection and not WIFI. Please - no phones on cellular connections.
- Not enough bandwidth on the WIFI of a guest or host family. It can help to make sure no one else in the house is using the WIFI during your JingleRing with Claus.
- Using the Safari browser. The Safari browser (default for Apple) is not an approved browser for the JingleRing platform. You can use Apple products but please use an approved browser - Google Chrome or Firefox.
Please note, the guidelines for achieving the best results were provided in emails leading up to your experience. If it turns out your network connection isn't strong enough please contact Support. If the Host family is unable to connect with Claus we will provide a full refund.