How do you get FaceTime to work right?

I am having some serious issues with FaceTime.  I bought a MacBook Pro a little over a year ago and it is my first MacBook.  I am currently deployed to Afghanistan and I am trying to use FaceTime and I can see and hear the person I am contacting but on their end it just shows me as a frozen turd and no sound.  I have managed to get it to work a couple times but overall it never works.  I have a roommate and he has the Ipad and he can use FaceTime just fine on his, so it is not the internet.  Is there a way to delete FaceTime and reinstall it? Or is there another way to get this to work and I am not understanding it?

Have you considered upgrading the operating system on your Mac?
The newer versions of OS X include a newer version of Facetime with the operating system.
Allan

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