Contact Polycom RealPresence Support

by 412Steelerz

Tomorrow I am hoping the visit I have scheduled will finally be successful. This will be my 3rd attempt to visit with my Son!!! 1st visit no connection at all no matter how many attempts, 2nd visit over 20 attempts with audio & visual actually connecting but once connected I kept getting messages that the call was disconnected by far end. I have done my research on this company/platform and found issues dating back to 2012 so PA DOC’s choice to go to this provider is puzzling. There has to be a better option that will allow family members to actually have 45 minute virtual visits with there loved ones. There are a lot of tech wizards that I am sure could help improve this service. PA DOC has access to tech genius’s statewide. How about recruiting experts from Carnegie Mellon University, University of Pittsburgh, SOMEONE to help you upgrade/troubleshoot this system. Polycom please listen/read the feedback and improve or just bow out if you can fulfill your contract.

by RL&SL

The video visit freezes, lags, drops off, poor connection, delayed voice to video, crappy camera view options; and all you end up doing is spend more time try to connect/reconnect and fix the problem that can’t be fixed by either visitor. Cheap setup to try and save money when there wasn’t anything wrong with the zoom visits they switched from. There are better apps that offer video visitations. And it’s not compatible with all web browsers or devices. All in all I would give this a negative rating if I could. You end up with maybe a 20 minute visit of complaining out of a 45 minute visit if you’re lucky and even more if the facility doesn’t cancel scheduled visits at the last possible minute with no reschedule option due to exceeding visit limits reached.
Very Single Visit it’s either cancelled or poor video service.

by Abluvsfit

I have been using this app for a while. It freezes every time. It’s choppy and pixelated and can’t see my loved one well. You guys we really need to start a petition to get the PADOC to do better for these virtual visits. I know they don’t care but they need to be put on blast. They had zoom before and that worked perfectly. I guess that was going too well. Whoever is developing this app, shame on you. I couldn’t see my loved one at all today on our visit. It just showed me the whole time and he had a blank screen on his. Seeing family is a very important part of someone rehabilitation. If PADOC really cared they would make sure that happened but they just care about the numbers. Sad