PS Portal Away From Home - EE Tech Support Say They Can’t Help!

[Baldspur]

I used to be with SKY for tv and broadband but as I have my mobile contract with EE, decided that I would switch to EE. One for convenience and also because they state that they are brilliant when it comes to gaming! Well let me tell you, they are terrible.

PlayStation remote play on the PlayStation Portal away from home doesn't work no matter what I try. PlayStation tech support have been excellent and given me all of the ports to forward and they have taken me through every possible step to get the Portal to work away from home. Once everything was exhausted, I have now reached out to EE and on 4 occasions have been told that “its nothing to do with the EE router and to go back to PlayStation!”

But this is clearly not true at all. The issue is with the router and EE could easily help me with this issue but they refuse and it is not acceptable. EE sell the PS Portal, so for it not to work away from home is at odds with that.

By the way, PlayStation Remote play does work on my iPhone but that's EE to EE - once it comes to the Portal, you are doomed.

The onky way left for me to fix that is known to work is to buy a third party router but that is costly and why should I pay out money when the issue is EE’s issue!!

The customer service and tech support is woeful.

[Northerner]

Hi @Baldspur 

Try connecting your ps5 via the ethernet port, if that works then its your wifi. 

On your PS5 change the settings to use only the 5ghz. 

Thanks 

[Baldspur · Accepted solution]

Tried all that. Doesn’t work. It’s the EE router. It’s crap 

[Matt_124]

Are you trying to use it on an EE mobile hotspot connection? If so, that may be a possible reason which I can try to expand on if that is the issue.

Or have you tried to connect it to a fixed Wi-Fi service while away from home to see if the issue persists?

[Baldspur]

No not on hotspot. That doesn’t connect at all. Tried everything. What are really sure is that EE tech support keep saying they don’t know about port forwarding or remote play etc and that is disgraceful.

[Chris_B]

@Baldspur  How are you trying to connect? 

[Baldspur]

So, there is only one way that I have found to fix this! And it’s a royal pain but it does work. 

You need to access your EE router settings.

You need to set your PS5 IP to static and ‘always use this address. ‘
You then need to port forward the following for both TCP and UDP-

• TCP/UDP: 987 (for remote wakeup)

• TCP/UDP: 9295, 9296, 9297, 9303, 9304 (for connection handshake, streaming, and other behavior)

You will need input Start and End for both external and internal ports - this all under the IPV4 section. After was port entered, the large + sign will go green. Hit save and then enter the next and the next in the same way as before.

Once that is done, you then need to look for the IPV6 settings. Go into that and choose PINHOLES. These only have a start and end value. Enter all of the same details 

• TCP/UDP: 987 (for remote wakeup)

• TCP/UDP: 9295, 9296, 9297, 9303, 9304 (for connection handshake, streaming, and other behavior)

Following the same process as with IPV4. 
Once you have saved everything , you will need to go back to the Home Screen of your router admin page.

Click ‘RESTART HUB’ and then at the bottom click “RESTART” 

Re start your PS5 AND your PS Portal. It may take a couple of attempts to connect but it will connect and then you are good to go.

Its ridiculous that EE advertise as being good for gaming but to do remote play, you have to go through this crazy task but it is what it is!!!

EE tech support used to be very good but it’s not fit for purpose anymore!

anyway- up and running now at long last after 4 weeks!