PlayStation / PS5 / Gaming / Console

[Farravi]

Hello just purchased the 5g mobile broadband and my computer and mobile phone is connected to the internet but I’m having issues with connecting the ps5 as well as my streaming (Nvidia steam)box to the internet.  Both have issues with obtaining IP Address I believe. 

I’ve contacted the “technical team” and they brush me off saying I need to contact the manufacturer 🙄. 

Prior to getting three 5g mobile broadband I did not have any issues when I was using virgins broadband service until a few days ago. That service is now suspended and so I went for three mobile broadband service instead.

[Faz11T]

I think the point is that this issue should be sorted by three or clearly advertised as an issue at point of purchase. For most people these so called step by step instructions are like another language

[Mikes]

Hi @JonathanB ,

A few weeks back I used the APN fix to be able to again access PSN.

Since Wednesday this week, I haven't been able to access PSN again. I reverted the APN change from three.co.uk back to 3internet, and this has made no difference.

During the last issue, there was something wrong Three's end with upload speeds capping at around 8kbps. My speeds now, while ok at between 60-90mbps Down and 2-9mbps Up, were about 3 times these speeds on average and have only been deteriorating. They should also be fine for me to access PSN, yet I suddenly cannot as of Wednesday this week. To be clearer though, I am able to login to PSN sometimes but I cannot access any network games, like Destiny 2, it won't connect. I also cannot read my PSN messages, yet I can access the PS Store and browse with everything loading incredibly slowly.

I've tethered to my O2 phone to check if it is the system or PSN, but I can access everything fine that way, so it is on Three's end, whatever this new issue is. Please could you suggest settings which might let me again access online play. Also, my Alexa has in parallel become less stable in streaming anything, usually just cutting off partway into a song or failing to initialise it in the first place and yet it will tell me that it is connected to the internet and everything seems fine. Any help?

[JonathanB]

Hey @Mikes,

I responded on another post about this, but just checking in here in case you missed it. I've sent you a private message to direct you to some colleagues that can raise this with a technical team that may be able to help.

It may be worth also testing hotspot from a phone with your Three SIM, to narrow down whether this is a network issue, or an issue with the router settings or software.

Thanks,
JonathanB

[Faz11T]

I cannot believe that after nearly a year of people reporting issues, this still isn't resolved. I have just signed my son up to 3 in his new home. He has connected his PS5 via WiFi and ethernet cable and it says that basically the router won't allow connexion. He had hood signal, blue light to is on the hub to say best connexion too.  His phone, laptop, ipad all working but he can't go on his ps5. neither of us are technologically advanced and we've had a freind down to look at settings on ps5 with no joy. Why is this issue not resolved yet by 3.  My son can still cancel his contract so might need to after all. What a pain. The whole point in the 3 system is plug in and go. If we need a degree in computers it's not much use. I'd need an engineer to come sort it for us because we don't understand all these changes you have to make to settings. I can't even figure out logging in to that part to do it. They should sort it, send an engineer out or do a video step by step. We'll it will be back to Virgin Internet I guess. 

[JonathanB]

Hi @Faz11T,

A lot of community members prefer to be able to update settings for themselves, but we do appreciate this isn't ideal for everyone.

If you did want to try this, then there's a bit more of a detailed step by step guide on this post. The linked instructions are for the Zyxel NR5103e, but we have ranged a few different routers, so the same settings usually will appear, but the layout may not exactly match the screenshots.

I'm sorry if you've been given the impression that there's not a solution for this where Three can help. If you'd rather not change the admin settings on your router, you can also get in touch with the Broadband team. Let them know that you've been having trouble with connecting device to your router, and that it looks like it's an IPv6 issue. The team should also be able to set up an IPv4 profile for you on their end, and that will more than likely fix this for you.

If you need this support from our teams, please use the contact us page. You can either start a chat, or use the numbers listed for the Broadband team.

Thanks,
Jonathan

[thenorthend]

Did you sort this? Only today after 2 months of the hub being fine I can’t use PlayStation either, support team brush me off and say call hub manufacturer too

[notseeing]

same issue here, never had any issues. yesterday PSN stopped working, since then it hasn't worked and talking to technical team is a battle because they keep trying to brush me off that its my fault 

[JonathanB]

Hey @notseeing,

Hopefully you saw the workaround shared on PlayStation network won’t sign in on hub

We think we've found a solution for this, and would like to investigate further.I've sent you a private message to direct you to more help.

Thanks,
JonathanB

[JonathanB]

Hey @notseeing,

@thenorthend has shared a solution on the thread: PlayStation network won’t sign in on hub 

I've reported the overall issue and we'll look into it, but in the meantime let us know if the settings changes on that thread help with your issue too,

Thanks,
JonathanB