PlayStation Portal issues

[Adamp02]

Hi Everyone,

I switched over to TalkTalk fibre 150 as it appeared a better deal than I was already receiving. Whilst in general the WiFi appears to be okay, there’s still some spots in the house that don’t connect. Most frustratingly, I’ve a PlayStation Portal and the connectivity is non existent. Every 20 seconds or so, the connection drops, no matter where I play. PS5 on the whole, connection is good.

I live in a new build, so the internet box is located under the stairs cupboard. This is approx 20-25ft from the living area and maybe up to 35ft to the spare room where the PlayStation lives, so distance wise I can’t see there being any issues. 

When the PlayStation was ‘wired’ in, the connection was 50% better. However, this isn’t feasible for a long term solution. 

Anyone able to offer any help / advice as to how I can resolve this? 

Thank you! Adam

[Debbie-TalkTalk]

Morning @Adamp02 

I'm really sorry for the delay. Let me chase the team now, they raised it over to eero.

[Adamp02]

Hi @Debbie-TalkTalk 

Just checking in to see if any progress has been made on this at all? 

thank you, Adam

[Debbie-TalkTalk]

Hi  @KeithFrench @Adamp02 

Apologies for this. Let me check this with the team again. 

[KeithFrench]

Hi @Anonymous 

This eero is still using channel 155, not restricted down to 36 to 48 as I requested. Please can you find out what was done?

[KeithFrench]

Hi @Adamp02 

I see that you live in a new build property, does it have insulation between interior walls and ceilings that is likely to be covered with foil? If so, that can cause problems with WiFi reception.

@Anonymous @Debbie-TalkTalk - for your information.

[KeithFrench]

Hi @Adamp02 

First let's check the WiFi channel again. I think you only have one eero, is that correct? If you go to the eero app, from the Home screen, tap on that eero and go to the Wi-Fi Radio analytics page. Scroll down to the bottom of that page and you will see a panel giving some channel information. Please get a screenshot of that & PM it to me.

Thanks.

[Anonymous]

Morning,

@KeithFrench - Do you have any other ideas please?

Thanls

Michelle

[Adamp02]

Hi @Debbie-TalkTalk 

I was stood less than 2 feet away from the router, but still the same issue occurred.

As I had mentioned in a previous post, when the PlayStation itself is plugged directly into the router, the connection to the portal was much better. I’d say 90% of a better connection. 

[Debbie-TalkTalk]

Hi @Adamp02 

If you stand near the router when connected wireless is the performance any better? I'm just trying to work out if this is a wireless coverage issue?

[Adamp02]

@Anonymous & @Debbie-TalkTalk - I’ve taken a video of what happens during play. Is there a way to send this over so you can see & maybe it’ll give you a better idea of what’s happening & best way to help?

thank you, Adam

[Adamp02]

Hi @Anonymous ,

It seems to be an issue with all games. Anything which involves online play is a no go, but even those which I’m playing offline aren’t working. 

to clarify, they work absolutely fine when just playing on the PlayStation, it’s only when playing via the portal which causes the issues. I’ve had the PlayStation wired to via Ethernet which makes the connection 90% better, it’s only when playing via WiFi which causes the issues. 

thank you!

[Anonymous]

Hi Adam,

Can I just check does this only happen when playing a specific game?

Michelle

[Adamp02]

Hi @Debbie-TalkTalk 

I’ve tested the connection - It seemed better initially, but after about 5 minutes or so, the connection kept dropping out again

[Debbie-TalkTalk]

Hi @Adamp02 

Please can you retest? The team have made some changes.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @Adamp02 

Thank you. I will post back here shortly.

[Adamp02]

Hi @Debbie-TalkTalk - I’ve updated my details as requested,

thank you!

[Debbie-TalkTalk]

Thanks @KeithFrench 

Hi @Adamp02 

Please can you add your name and TalkTalk account number to your Community Profile, I can then take a look at this for you.

Thanks

Debbie

[KeithFrench]

The only problem that I can see is that the eero is using channel 155, which is above the range of a lot of WiFi devices that can use the 5GHz channel.

@Anonymous please can you try applying the patch for this to see if it fixes the customer's issue?

[KeithFrench]

Do not worry about interpreting the results, I will do that for you. I will send a PM to you that contains a link for a guide of mine on Wi-Fi interference. It is quite long (about 30 pages), but you will probably only need to look at three or four pages in total. Initially look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, then please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post, to preserve your privacy.

With all other analysers, please follow my instructions below.

Collect the screenshots that I require and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos please as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.

[Adamp02]

Hi @KeithFrench 

Yes, I’d love it to work over WiFi as it will make everything much easier. I can’t see a reason as to why the Portal doesn’t work, it almost seems like there is too much interference. I’ve moved the router out of the cupboard, but this hasn’t made any difference. 

In terms of the WiFi, all I can think of is upgrading to a higher speed or getting an extension. However, this means costs which would be why a connection via Ethernet sounds more realistic. Unless you are able to give any further WiFi connection advice that I may have missed? 

thank you,