What to Say When
What to say when your internet fails on a video call
Frozen screens and broken audio happen to everyone. What matters is handling them calmly, in a few words, so the call can continue. These phrases keep you in control without long apologies.
Five phrases you can use
“Sorry, you broke up there. Could you repeat the last part?”
When the other person's audio cuts out. Mention the part you missed, so they don't have to repeat everything.
“Can you hear me clearly?”
A quick check when you join, or after a glitch.
“My connection is unstable. I'll turn off my video for a moment.”
Turning off video often improves the sound. Say it, so people know why your camera went off.
“Sorry, I dropped off. Could you tell me what I missed?”
After you rejoin. One line is enough, then return to the discussion.
“The call keeps dropping. Shall I call you on the phone instead?”
Offer a clear alternative instead of struggling on.
Small changes that sound better
“Am I audible?”
“Can you hear me?”
Both are understood. "Can you hear me?" sounds more natural on international calls.
“My net is not working.”
“My internet connection is weak today.”
“Sorry, sorry, so sorry, my internet…”
“Sorry about that. I'm back.”
One apology is enough.
Good to know
If someone is speaking but you can't hear them, the kindest phrase is simply: "I think you're on mute."
Hear it in a conversation
A client call on Google Meet. Your screen froze for a few seconds.
So we need the revised quote by Friday, and the…
Sorry, Meera, you broke up there. Could you repeat the part after Friday?
Sure. We also need the delivery dates.
Got it. My connection is a little unstable today, so I'll turn off my video for a moment.
No problem. Can you hear me now?
Yes, much better, thank you. So that's the revised quote and the delivery dates by Friday.
Exactly.
Your turn
Pick phrases 1 and 4 and say each one out loud three times. Next time your call freezes, you will not need to think about what to say.