Video very fuzzy for first 5 seconds,

I have spent 3 hours between yesterday and today speaking to Agents in Egypt !! the one today said she had spoken to Technical who said this is normal. Why can that be when it only started to be like this for the past few days, was perfectly clear for the whole run of the video. Can someone please help, I cannot go back on the telephone with them. I am 78 years old, this is very annoying.