PS4 connection issue

[Barryjw]

Hello

ps4 unable to sign into PlayStation when connected to hub3 have tried Wi-Fi and Ethernet cable, I’ve factory defaulted hub, disabled fire wall enabled DMZ still no luck but when using iPhone as hotspot PlayStation connects no issues. Technical support no use said no issues with broadband 

[GinaG3]

Same with Xbox since Christmas Eve. Virgin say it’s not them but they changed settings remotely earlier and got me online for 2 hours, now it’s gone again. NAT isn’t open and I’m getting a host IP errors. 

[Ilyas_Y]

Hello @Barryjw . Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

Sorry to hear you are having an issue with your PS4.
 

The error could be one of three things, or maybe even more:

1 Our connection but if all the other devices are fine then we can look at ruling that one out.

2 Membership log in details. Try logging out and signing back in again.

3 PS4 updates, Can you check you are on the latest update for your console.
 

Hope this helps, let us know how it goes.

Kind regards,
Ilyas.

[Ilyas_Y]

Hello @GinaG3  Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm sorry to hear about the issues with the Xbox connecting to the network.
 

The error could be one of three things, or maybe even more:

1) Our connection but if all the other devices are fine then we can look at ruling that one out.

2) Membership log in details. Try logging out and signing back in again.

3) Xbox updates, Can you check you are on the latest update for your console.
 

Hope this helps, let us know how it goes.

Kind regards,
Ilyas.

[Barryjw]

Membership details are correct as logs in via hotspot.

All latest updates installed.

I’ve managed to to get it working for few hours then it disconnects, if I reset virgin hub then reconnect PlayStation to hub it works again for few hours.

this works but clearly something definitely not right.

[Gareth_L]

Hello Barryjw.

Thanks for coming back to us. 

Sorry the issues on your PS4 are still occurring.

I have just ran a test on your hubs power levels and it is showing 2 downstream levels out.

As the PS4 will be using a lot more bandwidth it could just be this.

Either way we will need to send a service tech out to adjust the levels.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Thanks for your time today Barryjw.

Now we have arranged a service technician to attend.

Can you please let me know how the visit goes.

Gareth_L