Strange PS5 Pro download issue - EE 900 Core

[MarkCleg]

Hello a strange one indeed,
I'm on EE's 900 core full fibre, using the Smart Hub 7 Plus SH35A with the latest firmware (confirmed by a quick Google search).

The speeds and pings are fine (confirmed on other devices and on my PS5 Pro via the connection test and in-game ping meters) yet downloading is impossible due to the fact it's stating it'll take hours to finish downloading. Earlier this week my PS5 Pro was working fine, my Series X and Switch 2 currently work even with this weird issue happening right now.

I use ethernet on all of my consoles and I even swapped the ethernet cable between my Series X and PS5 to rule out a router and/or ethernet cable problem yet the problem remains. Switching to wireless resulted in the exact same problem on my PS5 Pro - there was no difference. I even did a factory reset of my PS5 Pro which allowed me to download one game at normal speed before it slowed to an absolute crawl afterwards when the next queued item (only a 15gb DLC) resulted in the same lengthy time period.

I can only assume and make an uneducated guess that it's an issue between EE and PlayStation specifically - as my Series X and Switch 2 are downloading games perfectly fine without any problems at all.

Very curious, can anyone else replicate this with their own PS5 (Pro or regular)?

Thanks in advance.

[MarkCleg]

I'm glad you can see them now, it's truly a strange one isn't it? 

If it's a bigger issue people will not notice a problem until they actually go and download something then the problem pops up. As previously stated I've been with EE for a few weeks and it's been fine up until this week, the drastic change was immediately felt and it hasn't shifted since it appeared a few days ago. 

Multiplayer games such a Black Ops 7 tend to average under 20 ping depending on server for example so ping wise everything is a-okay and within expected range, gameplay is smooth as butter. Other multiplayer games run fine too even without an in-game meter to tell me, no lagging, jitter etc.

It's only specifically downloading from the Playstation Store that this problem occurs. My setup hasn't changed at all and nothing is touched since I got EE as it just worked, if I didn't download anything this week I'd have been none the wiser.

[MarkCleg]

Apologies for the double post but I've just tried using my phone's hotspot (it's an EE unlimited SIM) and funnily enough it downloads faster than my hard wired fibre connection on my PS5 Pro. Afterwards I switched back to my ethernet connection and the download time increases again. My Series X and Switch 2 (yet again) remain perfectly fine throughout on their respective services when I test a download on them.

A curious observation and test I tried tonight, I'm not sure if it actually even helps pinpoint or indicate what I'm dealing with here.

[MarkCleg · Accepted solution]

One final update to this odd saga; I fixed it by powering down my ONT and router. I left them for about 10 minutes or so and powdered the ONT up first then the router and that fixed it. All my downloads are really fast as expected, I don't know what the issue was between my last session with PSN but it's cleared up now since doing this.

I did restart the router last week though that didn't work but I never turned off modem and router then left them for a period of time before powering them on one after the other. It's the simple things eh?

[Profile closed]

Didn’t work for me. Exact same fault. My solution was to simply go back to my Smart Hub 6 and wait for them to eventually patch the Smart Hub 7, it’s complete trash, it should just work. How can a router pass QC without anyone noticing it’s incompatible with a PS5? Jesus wept!

If anyone could pass this fault on to EE or know how to etc, ‘be great.

[JimM11]

@Profile closed Are you now on a FF Full Fibre connection as you are using a 7 Plus hub direct connection? Going back on the 6 Plus hub, did the PS5 downloads go up to full speed download on the connection?

[Profile closed]

I don’t understand your first question.

As far as your 2nd question everything works perfectly on the 6 Plus hub, as it always has done. PS5 downloads full speed, everything fine. It’s only the 7 Plus which is dreadful and incompatible with my PS5 Pro. Tried everything over a period of a week, and I’ve cut my losses now, I refuse to believe there is a fix other than them patching the firmware, to my eyes this is a completely incompatible router with the specific PSN server where the games are stored for download. End of story, confirmed.

[JimM11]

@Profile closed The 7 Plus is a Fibre only Hub from EE so direct connection to an ONT or another Hub has to be in as a buffer if connected to a OR Master Socket arrangement for FTTC copper connection. Where depending on the 6 Plus version that can have a VDSL interface in it for connecting direct! That is what was asked as a way for connecting.

The Plus is what 4 months old now and did not have a flying start issue free, then again most new router's are like that at times and only when they get out in the real world with different uses does certain things show up, like you are currently finding out with the PS5 download speed problem, and from the posting that @MarkCleg did he found that resetting both the ONT and the EE 7 Plus did the trick for him, if that is the case and has not raised it's head again which it may have done!

[Profile closed]

First of all thanks for your replies.

Unfortunately, I still have no clue whatsoever what you’re talking about in your first paragraph. I am on EE900 and have been for years. I’m connecting it precisely the same way as my Smart Hub 6 Plus. I really don’t know what else to say on that, it works flawlessly other than for downloading PS5 games so no idea why you continue to imply I am connecting it the wrong way or doing something wrong & making some sort of mistakes to cause this issue myself? 

For your second paragraph, I said I tried that (multiple times in fact, both before and after i saw this thread and for longer than 10 minutes) and it still doesn’t work. The OP here seems to have got lucky on his current connection but I do have my doubts on this story and strongly suspect his problems will arise again given time; this router is incompatible with the PS5 Pro in terms of downloading PS5 games from the specific PSN server they are stored, I’m confident saying that is a factual statement. You can always get lucky with an incompatible device and a very obscure piece of luck can miraculously make them work temporarily, everyones had that happen at least once in their lives, but the fact is this router is incapable of a smooth download process of a PS5 game or 99% of the time any successful download process at all. 

Again if anyone knows an easy way to report this fault to EE, that’d be great, as the report fault to EE weblink doesn’t work funnily enough. It’s broken too…

[MarkCleg]

It's been fine downloading games since I did this and in-between the power had been on and off the past day (local area problems, which got sorted this morning thankfully) and the downloading issue is still gone for me. My solution seems to have stuck, I'm not even that technically minded so I'm happy with the result, I'm sorry it didn't work out for you - at least you have the alternate router for now.

If it truly is a router issue then EE should sort it, it's a very specific issue and a very strange one at that.

[Christopher_G]

Hi @Profile closed 

If you're still seeing this issue, I recommend speaking to our technical support team over the phone, so they can raise a case against your account for investigation.

Chris