Connectivity Issues W/ PS4: Newly Installed

Let us help you get back to gaming on your PS4, adrwats!

Let's start by troubleshooting your PlayStation. We want to make sure it's properly connected to the Internet. Just scroll to the section titled Connecting your PlayStation 4 online and follow the steps.

You can also improve the connection of your console and controllers by restarting your gateway. It's a common solution for connection trouble because it allows you to start over with a potentially better connection. Just unplug the power connection behind the gateway for ~15 seconds, plug  it back in, and wait for the Broadband light to turn green.

If you're still having trouble connecting, send us a bit more information, so we can determine what your next step should be:

• Do you have any other devices that aren't maintaining a connection? This can help us determine if there's a problem with your service or PlayStation.
• Are you connecting via Ethernet or Wi-Fi? Ethernet tends to result in a stronger connection.
• What speed tier are you on? You'll want to make sure that your devices aren't too much for your service to handle.

We'll be awaiting your response!

Aminah, AT&T Community Specialist

I’ve done the former several times to no avail. As for the latter, I have 3 other devices connected: my phone, the tv the PS4 is on, and another tv which I only just connected last night. I attempted to create an ethernet LAN connection but the PS4 could not locate the network to complete the connection. I’m on 500 mpbs. It’s is more than I used at my former apartment under Xfinity with less mpbs and several more devices.

Thanks for trying our suggestions, @adrwats! 

The PS4 controller uses Bluetooth to connect to the PS4. It should not be affected by your internet condition. You may want to try troubleshooting your PS4 to improve the controller's signal. 

For the ethernet cable to work, the port in the wall must be specifically wired for ethernet. Could you clarify how you're connecting your PS4 via ethernet? 

We recommend checking out our guide to make sure your gateway is set up in a good environment. If it isn't, it could affect the connectivity. The gateway should be placed:

• Away from large metal objects such as metal racks and cabinets.
• Not near other power sources. The power supply should be at least 6 ft. away.
• Away from cordless phone bases or microwaves.
• Standing vertical with nothing resting on or against it.
• Not contained within a closed area such as a cabinet or closet.

You mentioned you have a few devices connected. Are they experiencing connectivity issues as well? This will help us determine if the problem lies with our internet or the PS4.

Please let us know if this helps!

Raiden, AT&T Community Specialist

Hi. I’m doing so by plugging an ethernet cord in the jack situation on entertainment wall and connecting that to the PS4. Maybe the jack on the wall is not fashioned for that connection. 

In regards to the placement of the gateway, I don’t have a choice on the placement since it’s an apartment building that’s already outfitted with the ATT routers and the placement for the gateway is already chosen.

Yes, all of the devices are experiencing issues. 

Thanks for answering our questions, @adrwats! 

Have you tried connecting your PS4 or another device directly to the gateway with an ethernet cable? This should mitigate the connection issues. This will help us determine whether it's an equipment issue, or if it's being caused by the gateway environment.

If it is an equipment issue, we may need to get a tech out there or swap out the gateway.

Raiden, AT&T Community Specialist