Frequently Asked Questions

Who is my appointment with? I do not see a doctor's name in the email.

Before Ontario Health can share the name of a health care provider in an email, you must first tell your health care provider that, in video visit (OTNinvite) emails, they are allowed to include "personal health information" (for example, your name and the name of your doctor).

Before your next scheduled video visit, contact your health care provider's office to provide your consent. With consent, your next video visit email can include the name of the health care provider.

Who should I call to reschedule or cancel my appointment?

If you need to reschedule the appointment, contact your health care provider's office (or whoever set up your appointment).

I'm connected and I see "waiting for the host". What should I do?

Remain connected and be patient. The "Waiting for the host" screen appears when the person hosting the videoconference (e.g., your doctor) has not yet joined the call. When the host joins, their video image replaces the "Waiting for host" screen and the video call can begin.

Another reason you remain in a 'waiting' state could be because the host has locked the conference. Contact the event host and ask them to unlock the videoconference.

I was disconnected. How can I reconnect?

To reconnect to see your host/health care provider, follow the same instructions in the eVisit email that you used to first join the call.

What should I do if I don't know the PIN?

Contact the person who set up your appointment and ask them for the PIN (Personal Identification Number).

I can't access OTNhub when using a VPN, what can I do? I use a Virtual Private Network (VPN) when connecting to websites on the Internet.

You do not need to use a VPN for a video visit. If you cannot access a video visit while using a VPN, disconnect the VPN before joining the call.

Ontario Health (OTN) video visits have built-in security and privacy features and are encrypted.

A VPN might have firewalls or other restrictions that are incompatible with video visits.

How do I fix connectivity/video quality issues?

Connectivity issues can cause poor video quality. For example, if your internet connection is trying to do too many things at once or does not have enough capacity, you may experience some video quality issues. Here are some tips for getting better performance during your video visit.

Test your internet connection using a publicly available bandwidth testing tool. For example, speedsmart.net, fast.com, or speedtest.net.
- For a high-resolution call, a minimum of 1.5 Mbps upload and 1.5 Mbps download is needed.
- For a medium-quality call, a minimum of 1 Mbps upload and 1 Mbps download is needed.
Ask people in your residence to not watch streaming TV, YouTube videos, or play online games while your video visit takes place.
Close any apps running on your device that are not related to your video visit.
Reduce the bandwidth used by the video visit app to a lower amount before you join a video visit. The default setting is High (1264 kpbs); you can lower it to Medium (576 kpbs).
If possible, consider upgrading your Internet Service Plan (ISP) to a higher service level to increase the speed, quality, and strength of your internet connection. (This might not be an option in rural settings.)

How do improve the video quality?

A number of factors can affect your video quality. For troubleshooting tips, see the following:

How do I improve the sound quality?

A number of factors can affect your audio quality. For troubleshooting tips, see the following:

What is OTN?

Ontario Health (OTN) is part of Ontario Health, a government agency responsible for ensuring everyone in Ontario continues to receive high-quality health care services where and when they need them.

I do not have a doctor. Can you provide medical advice?

The eVisit service is available to all health care providers in Ontario. To find a doctor or service, go to Ontario Health's Health811.