How can we help?
Troubleshooting & connectivity
Technical troubleshooting
Please report this to us by emailing support@nextgengp.co.uk. If you can send us through a screen shot of the issue this will help us to investigate the issue further.
I am very sorry that your consultation has not started on time; for any call related issues, please email us at support@nextgengp.co.uk or call us on +44(0) 118 391 4344 in the UK and a member of our clinical support team will be able to assist.
If you are having troubles seeing or hearing the doctor during your consultation, here's what you can do. Firstly, please ensure you have allowed NextGen GP app to access your microphone and camera. You can do this in the settings section of your device. Should you be using the website, please ensure that your microphone and in built camera or webcam are switched on, and that the browser has permission to access them. Please also ensure that you have a strong WiFi or a 3G/4G connection. If problem persists, please email us at support@nextgengp.co.uk or call us on +44(0) 118 391 4344 in the UK and a member of our clinical support team will be able to assist
You should firstly ensure that your volume is loud enough to hear the doctor. Please also ensure you have good WiFi or mobile internet availability. If you continue to experience issues please email support@nextgengp.co.uk and a member of our clinical support team will be in contact as quickly as possible to assist.
If you have booked a video call and the GP is unable to contact you via video at the time of the consultation they will attempt to contact you by voice call, which is a regular phone call. If you continue to experience issues please email support@nextgengp.co.uk and a member of our clinical support team will be in contact as quickly as possible to assist.
If, for any reason your call drops during the consultation, you can re-join the call by clicking the “join call” button. However, if for any reason the call couldn’t be completed, please email us at support@nextgengp.co.uk or call us on +44(0) 118 391 4344 in the UK and a member of our clinical support team will be able to assist.
This can happen for a number of reasons, but it's most often caused by a drop in your WiFi connection. Your connection can be excellent and still experience fluctuations. Don't worry, you can re-join the call by clicking the “join call” button. However, if for any reason the call couldn’t be completed, please email us at support@nextgengp.co.uk or call us on +44(0) 118 391 4344 in the UK and a member of our clinical support team will be able to assist.