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Thank you for responding. I didn’t realize there were 2 toggle switches on top of the device. One or both of them is in the wrong position, as it does say “remote video off” below her name when I connect with the drop in.

I have an email out to the social worker at the nursing home to try to correct this. As for the drop in settings, everything is correct. I asked her if they’re still having phone/internet issues that might explain why the calls always end at 15 seconds. I am hopefully speaking with her in the next couple of days and will have more information, and I will update you after.

One other issue I’ve had is that when other family members have tried to drop in, the call has come through on my cell phone number. I had to put my number in to get the text message to verify the google voice number, but had logged out of the amazon Alexa app, so I was a little perplexed as to why this happened. Again, maybe if there are still phone/internet issues, it’s using my number as a back up if the call can’t get through to the device?

I’ll post an update when I have one. Thanks again!