Ps portal booting off my Internet and then goes back

[Catherine123_-]

Hi posted this yesterday but here it is again. 

Hi just messaging on behalf of partner. Basically we have the ps portal and within 5 mins or some point of playing the portal it completely disconnects the Internet and then comes back on a few minutes later. It's not the portal as we have had it sent back and had a new one. Also we have the sky glass wired connection to hopefully reduce the badnwidth and still happens. Even went as far as splitting the connection 2.4ghz and 5ghz and still the problem occurs. We have done all the steps like hard wire playstation etc and still this happens we have rang sky in the past and they said it's sony problem as there nothing wrong and we also rang Sony hence the sending back of the portal but the problem still occurs any help please.

And below are my stats for the router and the led goes orange then comes back green. Thank you 

 

[jamesn123]

@Catherine123_- 

What exactly is connected via ethernet to the hub as there is collision packets?

[Catherine123_-]

Sky glass and ps5 

[jamesn123]

@Catherine123_- 

Have you tried only having the PS5 connected via ethernet?

[Catherine123_-]

Yes ps5 is always ethernet 

[jamesn123]

@Catherine123_- 

Yes I meant while your Sky Glass is not connected via ethernet

[Catherine123_-]

Yeah tried that as well no different if being honest 

[jamesn123]

@Catherine123_- 

Its an odd one.

When the portal connection crashes after 5mins is the internet still fine for other devices in the house such as your Sky Glass or mobile devices? What about the PS5? Does that stay connected?

[Catherine123_-]

Literally everything goes off connection wise then all say there's not Internet connection then 5 or so minutes later everything starts to come back on with the portal so I generally don't know what the problem is as I have tried everything even been on the phone to sky then and they can't do anything as it's not a common problem and they don't have the answer to it 

[jamesn123]

@Catherine123_- 

Can you please post your router stats right after you next have the issue?

[Catherine123_-]

 triied it then and portal booted off everything straight away had to turn the modern by the plug and start it again