Plan for a Connection Failure in a Video Interview

A live video interview can be interrupted by a connection failure. This guide helps you agree a communication plan with the organiser beforehand. It covers a live call that drops, not recorded assessments, where any pause, retry or resubmission depends on your instructions and should not be assumed. It is not a technical troubleshooting guide, and it cannot promise that an interview will be continued, repeated or rescheduled.

The practice suggestions here are optional. Honesty, confidentiality, permission and the organiser's rules are not optional. All examples are fictional and are not claims to make as experience. The planning exercise is for something that has not happened, so do not describe it later as a past event.

Ask the organiser before the day

National Careers Service interview advice says to check your computer and internet connection and to know who to contact about technical problems. You can ask the organiser:

• If the connection fails, who should I contact, and how?
• Will you contact me, or should I contact you?
• Is there a fallback you would accept, such as continuing by phone, and is it workable for me?
• Whom should I tell if I cannot join at the start time?

The organiser confirms the arrangements. If a plan is not workable, for example if you will have no phone signal where you will be, say so and ask what else is possible.

Write a short plan note

A plan note is a planning exercise, not a record of an event. Write down:

• the contact details the organiser gave you, and how you will find them quickly
• the fallback they agreed, if any
• what you will do if you are cut off, for example send one brief message
• what you will not do

A plan note necessarily contains contact details. Keep the organiser's contact details private, and do not put them in practice tools.

If the connection drops

Follow the fallback you agreed. If none was agreed, use the contact details in your invitation. Send a brief, factual message: that you were disconnected, roughly when and how they can reach you. Do not guess what was said while you were away. Rejoin the call, or restart an answer, only if that was agreed or the organiser tells you to, and only in a way the rules allow.

Asking the organiser does not override the security settings or policies of your device, network, employer or school. If they stop you from joining, tell the organiser and follow the rules that apply. Do not use a different tool or account unless the organiser asks you to and the rules allow it.

Notes and arranged support

If you have arranged an accommodation, such as extra time or a different format, confirm the details with the organiser in writing beforehand. Follow what the organiser allows about notes. Arranged support is different from using a tool to write your answers. Never use a tool to generate answers in a live interview unless the organiser has explicitly allowed it, and a connection problem is not a reason to do so. Do not record the interview unless the interviewer has agreed.

Fictional examples

Each example below is invented.

Fictional planning note, not a past event: "Contact agreed: the email address and phone number in my invitation. Fallback agreed: if video fails, they will phone me on the number I gave. If I am cut off: I will send one message and wait for their reply. I will not change security settings or use another tool unless asked and permitted."

Fictional message, illustrative wording you can adapt: "Hello, my video connection dropped a moment ago while I was answering a question about teamwork. I am available by phone on the number in my application. Please let me know how you would like to continue."

Practise the plan

Write the plan note, check that you can find the contact details quickly and say your message aloud. If a phone call is agreed as the fallback, our phone interview practice guide covers preparing for one. If you practise with another person, agree with them before recording and before sharing any recording.

This guide is published by Muqabala. You can visit our interview practice page for your next practice session. Use any method that suits you, and check how any tool handles your data first. Do not paste confidential employer, client or personal information into a practice tool.