Can’t connect my PlayStation portal with Wi-Fi.

[Jackie132]

When we were using it first it was fine  but the  Wi-Fi was staying on 2 bars, even though the Wi-Fi was good.We had issues with our phone line and Wi-Fi and called out the Sky engineer. He fixed it and someone came out to check and fix our broadband connection.All seemed well.

However my son's PS portal which had connected the previous day will not connect at all, only if he uses the hot spot on his phone which is obviously not sensible.

We had followed instructions previously to disconnect the router and reconnect which we did.

Having spoken to a S ky technician he sent us a new router.

unfortunately this has not helped  .Sony have said that there is nothing wrong with the portal because he can connect with his hot spot on his phone.

 The portal says This network requires an additional validation step that uses a web browser.Connect to a different network.

The other message that shows is The public network your trying to connect may require authentication using a web browser.Scan the QR code to begin the authentication process.If you can't scan the QR code select howto authenticate to see what steps to take. If authentication isn't required you might need to go back and adjust the settings in set up manually.

Can anybody help?Please.?

6

[Michael197]

Same issue here. The Portal was connecting to Sky WiFi until I split the wifi signal into 2.4GHz and 5Ghz to try and improve the streaming as it was very poor quality and almost unusable. 

Now it won't connect to either the 2.4GHz or 5GHz channel. Bit silly really as Sony says split the signal and connect to 5GHz for best connection but that now seems incompatibile with Sky's router. 

Trying to reset everything again now but not got much hope. Might have to synchronise the channels again or try and another router. 

[Stephen+u]

Hi had to get a new sky router and while everything else connected fine tv iPad iPhone my portal wouldn't connect I kept getting a QR that did nothing ,I contacted sky but they couldn't help ,checked the settings on my old router and noticed it was set to channel 11 my old one was set to channel 1 ,I contacted sky again they said reset the router for 30 seconds this then set the router to channel 1 and it connected first time ,shame all the sky reps don't know this hope this helps

[Libertine82]

Hi, im having the exact same issue since i got the fibre upgrade, the portal still connects to old router (the line is still active as only instakled the fiber today) but the PS portal thinks the new fibre router is a public wifi where you have to enrter more details... this must be an issue withg the sky router, ive changed to the wifi chanels the old router used and that did not work either... 

[Stephen+u]

Have you tried doing a reset on both the portal so it forgets the old router and then your new router and basically start again from scratch ,it does sound very similar to my problem I got a new router and the portal thought it was a public wi fi it kept showing a QR code that did nothing in the end I reset everything and now it's working great again ,Sony really needs to sort this out these connection issues are a big problem

[Libertine82]

Hi, I have reset the portal, it connects fine after the reset to the old sky router but not the new 4.2 one. I'm thinking this is more a sky router issue as the portal never had an issue connecting to anything else beofre, it was also a nightmare getting gen 1 echo's to connect, I still can't get one on as it says the WiFi password is wrong, even though it works on the other echo's... 

it's really annoying as I now basically have a ps portal that's just a paper weight and one of the reasons for upgrading was to get better use form the portal. 

I will contact sky but it's going to be like pulling teeth going through the initial troubleshooting. 

I will create a new thread on here, it will def be a setting in the router that makes the portal think it's a public WiFi like a hotel WiFi where you are getting redirected to a log on page 

[Michael197]

Mine has now connected and seemed to resolve itself after a few days of trying. I resynchronised the 2.4GHz and 5GHz channels and it still wouldn't connect so it can't have just been a 5GHz issue like I originally thought. 

I did a full reset on the Portal and then just kept forgetting the networks each time when trying to connect and trying a few times each day until it worked after a couple of days. It was still showing the old 5GHz wifi network on the Portal so may be something like it took a while to delete that information from its system. Not a great solution really but saw on another thread that it worked for someone after a few days. Once it connected I then split the channels again and it connected to 5GHz as well. Very odd. 

Connection is pretty good but not perfect. It doesn't lose connection at all and I managed to beat a main boss on Black Myth Wukong last night but there is still a slight lag at times. Will now mess with settings and other things to try and get better quality which may then result in a gaming router. 

[Libertine82]

Thanks Michael. I just reset the portal again and I’m just getting the error this network requires further steps. I’m not getting the QR code, however, this time so slightly different. 

So your process for it to work was reset, add network and password. If it fails, forget network, add network and password again till it worked?

I’m upgrading from 30MB to 500MB, so I’m hoping to see some improvements in performance. 

[Stephen+u]

Yes it seems what works for some don't always work for others regarding lagging the big thing that worked for me was a Ethernet cable from my router to my ps5 pro it improved it no end 

[Michael197]

Yeah that's pretty much what I did. I wasn't getting the QR code for a bit like you and was locked in the initial setup screens on the portal. I did reset my whole broadband as well because I had to after splitting the signal really. I also tried a hard reset on the Portal a few times bu holding down the power button for ages but not sure it did anything as it was already in the initial setup screen anyway. It just magically connected after a few days. Hopefully same happens for you. 

My understanding is that speed won't really make a difference when you're on the same network - it's stability that's key once you've met the minimum speed requirements which are really low. Connecting directly to router seems key which isn't possible for me but I've used some TP Link adapters which seem to have helped. 

[Stephen+u]

Yes I've got mine working fine touch wood it seems like if you have to change something on the router or the router itself that's when problem start for whatever reason it struggles with the home network set up, I have no problems setting it up via a phone hotspot or going into a cafe it's fine ,I know Sony are worried about security but they need to sort this connection issues out 

[Libertine82]

Still no joy, I've been looking through Reddit posts (seems it's a common issue with new sky routers) and I saw a message saying sky sends a message via a web browser to say you're connected, and after you accept that the portal works, would make send as well with the portal thinking there is a pop that needs cleared.

now did any of you get this pop up when browsing on your phone or laptop a few days after getting/resetting your router? 

I have private relay enabled on my devices (suspended it on my phone for now) not sure if that may stop the message appearing?

the above may not be true but just like to check as the more info the better 

thanks 

[Libertine82]

OK fixed it and i know what causes it now, I added my kindle and as soon as i joined the wifi i got redirected to a sky welcome page. Went back to the portal and it was already showing as connected,

Im thinking as i use an imac, ipad and iphone, there must be an apple security thats stopping the redirect maybe some kind of popup blocker etc, so if you have this issue get a simple device like a kindle, or maybe use a windows latop and sign in once you see the sky welcome page you can then connect, fixed issue with echo too.

maybe sky should disbale this for the moment??? 

but thanks for all your help and glad we got to the bottom of it...

[SPJ3]

Thank you for sharing this! It worked for me after trying so many other things and watching a tonne of YouTube tutorials. I dig out the kids old kindle that hasn't been connected to my current WiFi. Joined the WiFi on the kindle, it triggered an odd looking sky login page (I didn't even need to put any details in) and then as if by magic, the portal was then able to connect to the WiFi!