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timlah79's profile

5 Messages

Sunday, November 19th, 2023 8:21 PM

Playstation Portal and PS5 Remote Play Unstable Connection / Cannot Reliably Pair with AT&T Humax BGW320-500 Fiber Gateway

Hi All,

Wondering if anyone in the community has picked up the new PS5 remote play Portal device and if they are experiencing the same issues I am = Unable to reliably pair the Portal device with PS5 over AT&T fiber internet wifi. Some details about my set up:

  • AT&T Humax BGW320-500 Fiber Gateway
  • Two wifi channels set up 2.4G and 5G.
  • I'm on the AT&T 500Mbps Unlimited fiber plan.
  • My PS5 is ethernet connected directly to the modem.

Issue summary: I can connect the Portal to either my 2.4G or 5G channel (most of the time). But afterwards, when I take the next step to to "pair" / connect to the PS5 on the Portal, either it won't pair at all or it will momentarily, then within seconds of being remotely paired, the Portal loses connection to the PS5. Doesn't seem to matter whether its 2.4 or 5G.

What I've tried + additional details

  • Ensured all settings are correct on the PS5 for remote play.
  • Sat literally right next to my PS5 & Gateway connecting to either 2.4G or 5G and experienced the same issue over and over again. So I don't believe the issue is with distance from the router. Note: I would keep my network as a combo instead of separate channels but I have other devices in my home that will only connect to a separate, 2.4G channel.
  • Tried connecting my PS5 to each wifi channel instead of ethernet.
  • Setting up NAT forwarding for my PS5 via my modem and of course restart the modem after. I've set up NAT forwarding TCP/UDP for the following ports: 987, 8572, 9295-9308
  • Tried using the Android PS Remote Play App instead of the Portal - No issues whatsoever with that app.
  • No other devices in my home have a wifi connection issue, only the Portal.
  • Connected the Portal instead via a Mobile Hotspot on my phone - This connection is far more reliable, stays connected with little to no lag.
  • Spent an hour on the phone with PS support, trying a number of things and they couldn't figure it out either. Hence why I'm now reaching out here.

If anyone has any ideas on how to fix this issue, I'd greatly appreciate it!

Community Support

 • 

232.8K Messages

7 months ago

Hi @timlah79,

Thanks for reaching us.

We understand that you’ve tried a lot of troubleshooting steps to resolve the issue, and we appreciate your efforts. We’re here to help and will work with you to find a solution.

We'd recommend that you configure through IP Passthrough mode.

 

This will allow you to forward your AT&T Gateway's IP to your PS5 by default.

 

Note: If you use IP Passthrough mode, you don't need to setup NAT/Gaming Port(s) unless you want to limit some ports from being sent to your PS5.

Additionally, we'd recommend that you factory reset your gateway, most of the time factory reset would be the simple solution.

Note- This will return all gateway settings to a default state.

Let us know if this helps.

David, AT&T Community Forum Specialist

 

Community Support

 • 

232.8K Messages

7 months ago

Hi @timlah79,

 

Thank you for reaching out to us! We understand that you're facing issue with Remote Play application on your PS5, and we're here to help you.

 

There could be several reasons why you're experiencing disconnection issues with PS5 Remote Play. One of the most common reasons could be internet connection. There are few things you can try to improve your network connection on your PS5:

 

  1. Check your network settings: From the main menu, press the PS button at the center of your controller. Head to settings, and then select Network Settings. Then select Test Internet Connection. Let us know the results.
  2. Make sure your PS5 is plugged in directly to the router using an Ethernet cable, as you already mentioned that you've tried using an Ethernet cable connection, we recommend that you try using a different Ethernet cable.

There are few troubleshooting steps you can trying on your AT&T gateway:

  1. Trying optimizing your internet speed.
  2. Test the speed of your internet, and let us know the upload and download speed.
  3. You can also try prioritizing the connected device which is PS5 on the Smart Home Manager.

To prioritize the connected device please follow the below steps:

  1. Open the Smart Home Manager.
  2. Click on the 'Connected Devices' options at the bottom.
  3. You will see the list of connected devices.
  4. Click on the star icon to prioritize the device or click on the device name (PS5) and then click on prioritize.

Download the app from the Apple App store or Google Play store. Or, manage your network using Smart Home Manager from your computer.

 

Let us know how it goes.

For further assistance, we are always here to help!

 

Thank you for contacting AT&T Community Forum.

Nate, AT&T Community Forum Specialist

 

5 Messages

7 months ago

What happened to my reply on this thread? You are not helping at all by sending boilerplate instructions. Please show my reply so that someone in the community can help. 

Community Support

 • 

232.8K Messages

7 months ago

Hello@timlah79, thanks for reaching out to us again.

 

We understand the gravity of your concern and let's get the help you need.

 

To answer your question: We don't delete any of the comments that are posted by our customers. Only the customer their end.

 

Please let us know if you still are facing issue on the same. We will be happy to help you.

 

Let us know if this helps!

 

Fiona Q - AT&T Community Specialist.

 

 

5 Messages

7 months ago

I did not delete my reply but it is non-existent from this thread ever since your reply after it.

In any case, no this issue is not resolved. I need someone on your side to take a closer look and advise appropriately.

Community Support

 • 

232.8K Messages

7 months ago

Hi @timlah79,

We got you, and let's guide you in the right direction.

Since the issue is only with the single device, we'd recommend that you coordinate with the respective clients support page for further assistance, as the issue could be with the PS5 or the Remote play app.

If you any other question, please feel free to reach out to us.

David, AT&T Community Forum Specialist

5 Messages

7 months ago

Yes it's an issue with one specific device, the PS Portal device. But the issue only occurs in combination with my AT&T network/gateway. Also I'm not sure why you are mentioning the Remote Play App. I already stated originally that there is no issue with that app when connected to my gateway, it's only an issue with the PS Portal device and remote play itself when connecting to my AT&T gateway. Like I also stated originally, I did contact PS support and they couldn't help. They say its a problem with my AT&T network and/or gateway, not an issue with the Portal device. And I believe them b/c again like I said in my original post, when I connect the device to my phone's hotspot there is no issue. In summary, I need AT&T to help me resolve this with the service and gateway device I pay them for.

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