This page contains answers to commonly asked questions about SignVideo. If you cannot find what you are looking for please contact IT Support on firstname.lastname@example.org.
What internet browser is SV2 and SignVideo application compatible with?
Windows users: Internet Explorer version 9 or higher and Firefox. Please be aware that the new Firefox v52 browser on Windows is no longer supported by the SignVideo plugin. However, customers who wish to use Firefox can download a different version which is called Extended Support Release. You can download Firefox ESR here.
Mac users: Safari.
Why can’t I see myself on video on SV2?
Make sure your webcam is connected and initialised by your computer. Also, check that there is no other video software already on, such as Skype, ooVoo, Google+ etc.
Why is my video slow and of poor quality?
Your broadband speed may drop to low speed from time to time. Please check your broadband speed.
How do I find out my broadband speed?
Go to www.speedtest.net and wait for the page to come up completely before you click the ‘Begin Test’ button. Minimum speed required for SignVideo is 448 Kbps for both download and upload. If your speed is below this, it may affect your video quality.
Why do I have poor video quality on my mobile device?
3G/4G signal may vary in some areas. Poor signal can cause bad video quality and the call may disconnect unexpectedly. Try again when you have better signal.
I’ve forgotten my SV2 account username or password.
Don’t worry! Contact our IT Support: email@example.com.
What should I do if I forget my password?
Click ‘Forgot your password?’ on your SV2 User Access dialog box. Fill in your details before clicking the ‘Submit’ button. You will receive an email with your password.
I received a letter and want to have it translated into BSL.
It’s easy! Contact our interpreters by sending email to firstname.lastname@example.org or fax 020 8463 1131. One of our interpreters will get in touch with you to confirm a date and time for you to call them and have your letter translated.
I want to write a letter / email. How do I ask an interpreter to translate from BSL to English?
Call one of our interpreters on 9100 and tell them in BSL what you would like written. They will type it up in English and email or fax you the document.
I want to call another deaf person through SignVideo. Will I be charged?
No, you will not be charged. Peer-to-peer calls are free because there is no interpreter involved.
Why does my SignVideo show the message: ‘Call rejected – Timeout’?
The person you are calling is unavailable to answer your SignVideo call.
Where can I download SignVideo mobile app?
SignVideo mobile app is available in both, AppStore for iPhone and iPad users, and in Play Market for Android users.
Wi-Fi vs 3G. Which connection can provide a better video quality?
The answer is, it depends!
A general rule, is that a Wi-Fi connection is preferable to that of 3G connection, and will provide a better picture quality.
In some cases though, if you are in an area where 3G or 4G signal is strong, a mobile network can be a preferable option rather than a congested Wi-Fi network of a cafe, or a public space.
How much data does SignVideo app use?
A typical 1 min video call will use around 6 Megabytes of data (sent and received combined). Please take this into account when choosing your 3G or 4G data plan. We recommend to go for an unlimited data mobile plan if possible, or use Wi-Fi connections to avoid any additional charges by your mobile carrier.
How did we work that out?
Recommended speed: 384Kbps = 384,000 bits / 8 = 48,000 Bytes / second
48,000 / 1024 = 48 KB / sec
48 KB * 60 = 2,880 KB = 2.9 MB / minute
So uploading 2.9MB and 2.9MB downloading = 5.6MB
Which mobile carrier and data plan to choose?
Quality of mobile networks can vary in different areas of the country, and may change over time.
We recommend to try SignVideo on a mobile network you already use and trust. If not satisfied, chat to a local mobile store about the best mobile internet in your area.
Choose a data plan that will cover your monthly data requirements, or just go for an unlimited plan for a peace of mind.
What mobile devices are compatible?
You can use SignVideo app on any mobile device running iOS and Android operating systems. However, video calls require significant processing power. So in order to receive the best SignVideo experience, you may want to go for a device with a powerful CPU. The latest iPhone, and Samsung Galaxy S Series mobile phones are both a good pick.
Also, please make sure to keep your software up to date. We recommend to use the most recent versions of iOS and Android operating systems.
I’m concerned about my privacy while making calls, what is the best thing to do?
We strongly recommend to disable or mute the audio on your mobile device in order to protect your privacy, especially in a public location.
What are the Equipment requirements?
Please view the ‘Equipment Requirements’ document by clicking here.
If you would like to receive our Firewall policy, please send a request to email@example.com