PlayStation network won’t sign in on hub

thenorthend · ‎02-28-2023

Hi, feel like I’m hitting my head against a brick wall with support. Had the 5g home hub for 2 months and no issues (only get 4g though in my area), suddenly today PlayStation won’t sign into my account. Initially thought ps network is down, no one else reporting it, reset router, PlayStation etc. no joy, then tethered PlayStation to my iPhone 12 mini (also with three on 4g).

Support literally don’t even understand the issue, saying issue is my end when proved it isn’t by signing in no problem tethering to phone, every other device and thing works at home; internet Netflix etc….so what. Have three changed to make this break?

thansk

thenorthend · ‎03-01-2023

If anyone cares, I figured it out finally by googling 8.8kbps as I knew this was the problem.

so using these search results from Google:

https://www.ispreview.co.uk/talk/threads/crazy-low-three-5g-hub-upload-8-8kbps-but-only-on-some-devi...

https://community.three.co.uk/t5/Network/Three-APN-Settings/m-p/5373

i changed the APN settings in the hub admin page from the address 192.168.0.1

If you’re on a mobile device you need to change the webpage from mobile to PC view then in the centre of your page you will have a title of “my router”, 4g+ should be toggled on then choose settings, then the bottom option APN. Then from mode auto to manual, and basically I added a new profile, named it 3 (though it’s just a name so doesn’t matter), PDP type is defaultly selected at IPv4 then in the APN field I just typed three.co.uk, authentication is none and username and password is none.

Hope this helps someone, my question is now why did this just suddenly happen today? Will this change again in future? And why don’t support have a clue about it at all, and try to blame me or Sony when it’s obvious it’s not the problem, since I told them repeatedly I can use the PlayStation with other internet sources. Goodnight!

View solution in conversation

JonathanB · ‎04-20-2023

Hi @JW23,

Sorry for the delay in seeing your post here. Which model of router are you using? The issue described on this thread was specific to a firmware update on the ZTE MC801A.

I'll do my best to help, but it sounds like it may be a different issue and router you have. Are there any error messages from the affected devices/apps?

Thanks,
Jonathan

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BrambleJambles · ‎04-14-2023

I'm also having what looks like a similar issue with my 4G+ Hub. All other devices work fine except PS5, and I can't find the option to add a profile in router settings.

JonathanB · ‎04-20-2023

Hi @BrambleJambles,

I'm sorry to hear this, it sounds like a really frustrating situation. It will be a different issue from the one described on this thread if you have the 4G+ router, but I'm happy to help figure this out.

What's happening with your PS5 does it not connect at all, or are you intermittently/randomly being disconnected? Are there any error messages? Have you tried connecting over Wi-Fi and with the PS5 wired by ethernet to see if this makes any difference?

Thanks,
Jonathan

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JonathanB · ‎03-06-2023

Hi everyone,

I've also sent private messages to everyone that has replied on this thread over the weekend. We'd like to investigate further with anyone that was affected, even if the APN settings change has worked.

Thanks,
JonathanB

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Pike3x · ‎03-04-2024

I’m having the same issue. The fix worked for me and I have the same ZTE Router

nicolaadams_02 · ‎09-27-2023

Hi there

could you share this with me also please?

recently got the 3 home broadband hub and I tried changing the APN to three.co.uk but it only works temporarily then acts up again…

thsnks

JonathanB · ‎09-28-2023

HI @nicolaadams_02,

Try using 3internet APN on IPv4 only. There's some advice on this in thread FYI : IPv6 Prevented VPN Connection

Thanks,
Jonathan

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JonathanB · ‎03-02-2023

Hi everyone,

Can you let me know which model of 5G hub you have? This would be either the ZTE MC801A, or Zyxel NR5103E. This'll be really helpful information for investigating where the issue is coming from.

Thanks,
Jonathan

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Pike3x · ‎03-10-2024

Hey Jonathan, I have the ZTE MC801A and I’m having the same problem with my Alexa devices would you mind replying to me privately? I’m still after a couple of weeks having the same issue. Hopefully you found a solution. Let me know thank you.

JonathanB · ‎03-11-2024

Hi @Pike3x,

This issue seems to be most commonly associated with IPv6 connections. There's advice from the community on how to set a manual APN profile for IPv4 only, which has helped a number of other customers here: FYI : IPv6 Prevented VPN Connection

If you're having trouble finding the equivalent settings for this for your router, you can also ask the tech team to set an IPv4 only profile for you on their end. If you ring the number for Broadband on our contact us page, the team should be able to help.

Thanks,
Jonathan

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