Facetime ringing but not connecting

My daughter is trying to facetime her friend ipad to ipad - from both ends it is ringing, however it is not connecting.
My daughter has a new email and I have changed all apple/itunes/icloud id to new email - logged in and out to doublecheck but she has had facetime calls from family so we know it is working.
They have facetime before so we can't figure out the problem?? Would it be their end? They have also doublechecked they haven't made any mistakes their end typo wise.
Advice appreciated.

Hello proudmommy2004,
Thanks for using Apple Support Communities.
For more information on this, take a look at:
iOS: Troubleshooting FaceTime
http://support.apple.com/kb/ts3367
If you are using router, firewall, or security software that restricts Internet access, verify that the ports documented in Using FaceTime behind a Firewall are open.
Best of luck,
Mario

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