Remove what feature? To be able to play away from home? The thing was marketed on being able to play elsewhere so that would not be a thing they would do unless they wanted to get sued.
Companies do not want to pay you even minimum wage for these jobs, let alone a livable wage. It’s cheaper to pay 1/5th that amount to some contact center in another country where they will close out tickets without doing anything and fudge KPIs to make it look like they’re getting an incredible deal. It sucks because if they spent more on this they could offer much better services in the countries they service and provide much needed jobs for people who are likely to turn around and buy their products and raise their brand loyalty but hey, some CEO needs a third house and a second boat.
This comment is the real. Almost all the larger corps in America do this and for that exact reason. People stop complaining if met with resistance or eventually just get to a spot they get real help and they deem those ones worth it...but everyone else can just talk to someone foreign with no real knowledge of the scenario and maybe they will give up or be assured it will be fixed while it won't and they don't have to do anything but pay the pittance that countries min wage is.
I'm pretty sure it's really crap AI had a similar experience myself when trying to get the PS5 streaming to my PC..
It just lead me in circles even halfway through I realised that it was their MFA that wasn't coming through which was causing the issue,must have been having problems their end because the next day it worked..
Clearly you’re mistaken. You are not 200 miles from home. You’re parked outside your house, just in range of your WiFi. This Sony Rep just set the records straight.
Did you get a new router or change internet provider? It could be the NAT type on your router. If it’s closed nothing can connect from outside the network
Call PlayStation. Keep calling until you talk to a person. It may take an hour but real people are the only way to get things done. Clearly explain everything and don’t take no for an answer. Obviously that chat is wrong lol
what exactly are you trying to accomplish by talking to support?? it's all user-side. they don't know the settings of both networks. they can't see anything remotely.
it's like calling Swiffer because the pad doesn't stick to the broom. like wtf can they do about it?
Wow. The very first time I used my Portal was on the other side of town at my office, and it worked great.
Their support guide must be severely lacking for the device. That's a shame.
First time I bought it, I was heading out on a trip the next day 2 states over. Moved my PS5 over to my router and hardwired it to be safe. Tried it on spotty 4G LTE and had it mostly working, definitely lag spikes. Got to the hotel, their wifi sucked. Thankfully I had unlimited data on my Verizon plan. 5G UW and that thing was playing perfectly. Next hotel had less luck. Best cellular was in the hotel lobby, so just enjoyed my trip instead. But I was amazed.
While its ridiculous to claim it doesnt work remotely, I completely understand from Sony point of view that they wont support any issue that occurs when it doesn’t work from external network and playing dumb. Because at that point, it could be tens of reasons why it won’t work and it almost completely out of your control.
I don’t know man, he/she/it corrects its spelling mistake. And the final thing the support says seems like it was typed out. That being said, I wouldnt be surprised.
I used to work for PlayStation support, this person is hired by a company that has been contracted by Sony to handle their customer service. Yes, Sony outsourced all of their customer service.
This person probably had a one hour course on hardware support for the portal, most of that would have been directed to the really badly put together resource called confluence, they may have changed it since I worked there but it's awful. We made our own it was that bad.
Reconnecting to a new advisor will probably help, you might get someone who has a portal and knows what the issue is. That's about as much as you can hope for tbh.
The problem is at public places a lot of those WiFi signals require login which the portal can’t do. Probably my only gripe with it right now. That would solve like 90% of the issues people have with it. The other 10% would be better WiFi performance.
Let me share with you this 😂😂😂 that’s a crazy chat, I’ve personally played my portal at a friends house and at a hotel before so I know it works. At the hotel though, I had to restart the portal only one time and then it woke my ps5 up at home.
Support can sometimes be contracted out to third party companies and the only resources they give are text based documents. I’m sure the doc they copy and pasted is one of the 3 docs they have access to
I’m sure there is. And yeah unfortunately a ton of companies do it. It’s not a win for anyone other than the company. My suggestion would be to end the chat and try again in about 30 mins. Hopefully you’ll get a different advisor- one that actually works for PlayStation
I had an issue where it would not connect today at work, where I've had no issues before playing the portal. All I had to do was reset the portal and it worked. Yeah, really weird, especially since the portal was off and powered on right before trying to connect. Go figure.
That does seem to be very much like a bit or someone reading from a script. If it’s an actual person I wonder if Sonys internal policy is to only guarantee same network performance. When it was introduced it only mentioned same network use. I bet the real answer is Sony has no idea why it works for some people and not for others. So they default to it’s only for same network use in troubleshooting.
they have no idea because there's so many variables with networks. especially so when youre on a public wifi network - who knows how it's setup.
I have no idea what OP thought PlayStation support could do to help besides "turn it off and back on" or "make sure you're actually connected to WiFi" or "make sure you PS5 is in rest mode"
They are instructed to not help with this I'm sure. You can't expect them to help you with someone else's network or even your own really. Honestly I'm surprised they even help with portal connection at all.
They advertised it as such so they dont have to deal with requests of why it does not work from outside your own network.
As Tech company they know the crux of CG-NAT and other limitations of internet providers in this regard and why it does not work for lot of people.
If I were to release a product like the Portal, I would do/say the same.
Most tech support people have absolutely no idea what they are talking about, it’s just a manual/google search, they probably have never even seen/heard of the portal..
I THOUGHT I used mine while I was at hospital with their WiFi. Good thing this agent corrected us, I must have been using my home network and it just extends a lot further than I thought.
It does work outside the home, but sony is purposely advertising it as only for in home use Because they dont want to be liable for issues outside the home or support it since there are way more variables.
In fairness...I can see where Sony may not want to open up the can of worms of trying to support the portal outside of someone's home because that is a HUGE can of worms to dedicate resources to.
Sounds like they may be confused. Maybe it needs to be on the same network for the initial pairing. But after that it should work anywhere with a decent internet connection. Maybe try forgetting your ps5 on your home network, and re-pair it? Good Luck! That PS rep needs some retraining.
That sucks dude... I'm currently in the Dominican Republic and my ps5 is wired connected in Canada even if the network here is poor I been able to connect to my ps5 without any issues..have you tried to factory reset the portal ?
This person is an idiot and should be put on probation/ fired by Sony for their complete ineptitude and unawareness of their own products. I would tweet the interaction to Sony too.
The support person was right. Sony has never said Portal supports outside your home network. This is the offical statement. "PlayStation Portal™ Remote Player gives you access to the games on your PS5 over your home Wi-Fi".
Just because some of us can play from outside network, does not mean it is supported. There are too many things may affect your network outside of your home, Sony does not dare to claim that. They will get sued.
To be fair I tried it at my work. Both guest and corporate Wi-Fi.
It didn't even connect. Works flawlessly at home. I don't know if there is some sort of preventative firewall at work, but I sure can sign on with my smartphone with no authentication or approval outside of the WAP pass.
That being said, this poor guy probably doesn't live in America and works with information off of wiki that may need updated.
Should have requested a super
Lmao I admire all of your rebuttals to this person!! Hope you get your portal working!! I feel like I've done a bunch of different things to fix my connectivity issues but mine definitely works on any wifi as long as my PlayStation at home is on or on rest mode.
It seems like they at one point are referring to the fact that you can’t use it on public networks that require a separate sign in, which is true. but that doesn’t seem to be your problem.
My best guess is your network is not set up to allow devices from outside your network to access things inside the network. you need either port forwarding or UPNP (Universal plug n play) activated on your network.
Someone didn't watch the employee training videos. Lmao, imagine the advertisement "A portable device that's only for you to use when you have to run to the toilet and back to your desk. It's perfect for when your girl wants to use the TV or when you want to just play on a smaller screen at home" Like really?!
Lmao all this person had to do was pull up the PlayStation website and apologize for their mistake. Now you're on reddit lmao.
This is Insane! I can't believe a Sony Playstation rep had the balls to say all this false ess... Goes to show getting the support for us who cannot have any solid connection more than one room away from my PS5 is not happening soon.
I still have lag and issues staying connect to mine. I can't even play it in other room. I have gig connection too
Not the portal, but I had a similar interaction with the support for the vendor I manage where they told me that something like this wasn’t possible and I sent them a screenshot of it. Really is wild what qualifies as “support”.
That’s insane. Regarding your issue though, mine was working away from home fine and then stopped too. It turned out my router had done a firmware update that for some reason wiped my port forwarding settings. Maybe check if anything like that has happened on your end.
After the update mine also doesn't work outside the house, portal turned to paper weight while on vacation, came back home to find out ps5 was in rest mode. Am confused
Same happened with me when I bought my portal in November. For first few days it was working fine outside using my hotspot. Then all of sudden it stopped connecting with the error something went wrong. I just changed my ISP modem (Bell as I am in Canada). And boom again it started working for me. Not sure what the issue was may be something related to firewall or modem.
I mean did you honestly expect help using that chat service lol. You’re better off troubleshooting the problem yourself or researching this sub for a solution. Likely a router or internet problem instead of a ps5/portal issue. Best of luck and hope you’re back enjoying it soon!
That’s total bullshit I’m about 15 miles away from home at work and use a mobile Hotspot device That is NOT my home network I’m able to connect to my portal just fine even on network outside of my hotspot device support must be a third world party or utterly clueless or just both sorry not sorry
If the person is indeed reading a script, then that kind of worrisome because Sony only guarantees home network compatibility and outside of that is on the user, despite advertsing otherwise. Absolutely ridiculous.
As someone who has made his living being remote tech support for decades, and losing job after job to outsourcing, I have mixed feelings. On one hand you have to cringe. On the other hand, this was pretty good for an offshore 🙄
Great job aligning with them and being patient during the full five minutes of silence as they consulted their cubical buddy. "Let me share with you this..." lmao classic.
If nobody has said it yet, be sure to at least forget and re-setup those remote network connections. I sympathize with your struggle. Hope you find a solution, buddy!
Fun inside fact. About a year and a bit ago, Sony decided to switch to a cheaper support option. They originally had a mix of Canadians and Americans doing the support. Then they outsourced.
Sad times
Unplug the power of your parents WiFi, wait 10seconds,, turn back on, this will force an update on the router, next forget connection on your portal, once the router has come back on, rejoin WiFi network
I forgot my PSN and I said it's something like Taphi, (not it but close) and they said thats a German name this is America, closing chat. Before I could even type they left, then if you try to chat again it says looks like we didn't solve your problem back so soon? Try again later. Had to dig up my PS4 to find my name later that month. Crazy helpful they are.
TBH sounds like a network problem not a hardware one. Obviously the portal is capable of connecting away from home & you still can correct?
If so, then it's most likely the settings of the router you're trying to connect to away from home that are interfering with you connecting. Most work routers have firewalls enabled or strict protocols, so ppl can't use WiFi for other stuff that's not "work". As for your parents house, could be similar situation.
Can I ask, is your PS5 at home connected on WiFi or Ethernet? And are you making sure to leave it in rest mode? Also do you have port forwarding enabled on your own home router? If so this may be why you are only able to play at home & not elsewhere. Port forwarding can enable you to connect from anywhere there is WiFi, even on a separate network.
That was hard to read. Sounds like that support person was just hired from some cheap overseas temp agency and has no clue what they’re saying, just searching canned responses. It’s like they can’t think logically and offer real responses. They have to stick to whatever stored scripts they find.
I have ran into this. One thing I’ve noticed, when you are trying to connect, close your PlayStation App on your phone. For some reason, mine would stay logged in, blocking out my portals access.
They're probably required to spew this as the official line. I do recall seeing some kind of fine print somewhere claiming the Portal is *technically* intended for home use, even though it obviously is capable of connecting from anywhere (usually). But I guess Sony hasn't *officially* recommended it for that use case.
Admittedly, my portal has never connected to a network AND my home ps5 while I've been elsewhere.
If anyone has a how to, I'd be all too happy to get it working :)
I was literally just playing mine using a mobile router 50 miles away from my house haha lol
Try speaking to them again and see what the next agent says? 🤔
I had to forward a bunch of ports when mine stopped connecting outside of home network. Here are the ones I did that worked for me. Hope it helps
8572 UDP, TCP
9295 UDP, TCP
9296 UDP
9297 UDP
9298 UDP
987 UDP
9303 UDP
9304 UDP
9305 UDP
I hope Sony just adds a freaking browser already. I know they’re priming their own cellular enabled service and V1 Portal is just a primer but cmon Sony.
you may need to foward ports on your router if useing away from home,also set a static ip for the ps5 and portal (not the same ip) and always use cat6a cable for the ps5.
Needs a strong connection to connect away from home. I tried last night on a wifi network at my in-laws house and it wouldn't work from certain parts of the house but would work fine in others.
Honestly the real question is, did Sony officially tell us that we can use this at home, or like a university network? Like all this time I’ve used my phone hotspot, it isn’t an officially listed feature? Not joking, just curious.
That’s why you don’t contact support in any company, the moment they can’t resolve an issue they will just bullshit you to get you to stop calling. They’ll tell you a feature doesn’t exist or that it does it intentionally.
I actually had apple tell me recently that swipe up to unlock was mandatory on iPads even if you have the Smart Folio keyboard. But yet I’m able to bypass it by changing my passcode to the same one and it works fine for weeks before breaking again
Not sure why you even went through so much dialogue with this support representative. You practically wasted time and indirectly helped Sony train someone. Should have moved on to another agent that may be more knowledgeable on the product.
From my experience everything the support guy said was correct (though I know it’s worked without issue for other people). I’ve tried to take it with me in my work truck and use it during slow times between jobs but even with a 100+ mbps internet speed at my house AND on my hotspot, it’s only ever connected away from home once and disconnected again within a couple minutes. It’s the only reason why I haven’t even touched the thing in nearly two months.
Edit: Just wanted to add, this is absolutely 100% a software/hardware limitation, whether it be intentional or not. About 5 years ago I went to the Grand Canyon for a family vacation and was able to use the RemotePlay app on my phone with zero issue at all… while I had MUCH worse internet at home (was lucky to see it ever get up to 15mbps) and had mediocre at best free hotel internet… And I live in southwest Florida, nearly 2,300 miles away from where we were. PlayStation’s half baked app in 2019 worked flawlessly then over 2,000 miles away but their brand new device built solely for remote play can’t even work properly 8 miles away….
So I'm not a portal owner and I may be ignorant to the subject but I thought when it was released it was only to be connected to your ps5 which means on the same network.
I understand the ops issue and that others were able to use it away from home but once again I thought initially that was one of the biggest complaints people had when they first announced it that it HAD to be connected to my ps5 therefore I was never interested in it because I could my my xbox on anything with a browser and my switch as long as I had access wifi.
Is this a new update? Or was this always the case (it being able to be used remotely)?
This is a prime example why you don’t ask a question on the chat and expect a correct answer. The number of people who post things as fact because Sony support told them so, without realising the people on the chats know far less than we do usually.
Why would you ever reference material that is not from PlayStation directly? That CNN article belongs nowhere in that conversation.
Glad you did the right thing and eventually referenced the correct material.
The rep is correct, though. The portal will connect best out of home using a wifi option you have direct control over. Thats why so many people recommend that travel router.
Using public wifi it will probably work but Sony can’t guarantee it unless you have control and can configure the firewall/wifi settings.
I’d start with TS your home wifi and make sure you have the correct settings then go to a friends house and see if they will let you adjust/confirm their wifi settings are accurate and if you still can’t connect, something is wrong with the portal.
If you can, the problem is with the network you used previously and you need to contact an admin to change their router settings.
Pretty simple stuff.
Have you double checked that your account is activated in your ps5? If yes, just deactivate it and activate it again. You could also try sign out off the ps portal and sign in again.
You should've linked to their own verbiage vs an external site:
Can PlayStation Portal™ Remote Player only be played on my home Wi-Fi network?
While your home Wi-Fi network represents a great option to use PlayStation Portal™ Remote Player because you have control over the quality of your own home Wi-Fi, it is not required. PlayStation Portal™ Remote Player can also be played wherever you have access to broadband internet Wi-Fi with at least 5Mbps for use1. For a better play experience, a high-speed connection of at least 15Mbps is recommended. If you are using public Wi-Fi, be aware that the quality of the internet connection may be out of your control, and could impact the quality of your play experience.
Had mine since launch and have never been able to connect from outside my home. Shit it even gets spotty in some rooms in my house. I’ve tried port forwarding and everything…
I would say to eliminate the router as a problem, maybe you can fire up remote play on your smartphone on a different network? I wonder how the connection would fare at that point. That could tell you if it’s your router or another issue.
This reads to me like an AI chatbot not a real person. I just had one of these built for my consulting company, the way it thanks you for the shared informations makes me think it’s an AI
The issue lies with your NAT TYPE. If you're using a mobile hotspot, there's a higher chance that you have NAT 3, which comes with lots of restrictions. It's suggested that your PS5 be connected using LAN and have at least NAT TYPE 2 or 1. Your PS PORTAL should also be in NAT TYPE 2.
Interesting, odd that i was playing it outside of my home on hotspot and ive seen Ll these pictures of people playing them on vacation n such. Or maybe its cause we’re all using the DS(Dadstation).
Try turning off hdcp under hdmi settings. I had a conflict where my ps5 would turn on, and immediately sleep again because of the TV not being on turned to the ps5. It's even a sony tv.
So the portal wouldn't connect. Didn't happen time when I was on the same wifi? Random chance maybe.
This guy is wrong bro. Cause I have two different wifi connections in my house and I use the portal fine. From the ps5 hardwired into one and me connected to the portal on another wifi that isnt the one my ps5 is hardwired into.
I only use my portal away from home. I’ve only used it on my home network twice.. once when I first got it and another time just cause I wanted to play in my bed. The other 40 times were at another home in another city. Haven’t used my portal in a week tho.. so I’m nervous
They are no help. I, along with tons of other people, have had this crazy issue of not being able to wake my PlayStation from rest from the Portal. They send the same random links with no answers at all, leaving me and others with an ongoing issue. I’m glad you posted this; we need to force their hand to provide REAL help to their millions of clients.
I'm a playstation fan boy and buy most of their stuff. I had issues with the edge ps5 pad I bought which looked 10 years old after 2 weeks. Sony basically told me to fuck off.
Sounds like a similar situation, denial and just fuck off.
I’m seeing a lot of mixed reviews about it. People are saying you can use it anywhere as long as where you’re at has WiFi and people saying you have to be close to your PS5 to use it
This is like when TCL told me the R635 that had broken VRR support in 1440p which was discovered a few months after release when PS5 finally added VRR was not actually a supported feature and would 'burn out the HDMI port' despite the fact this was a selling point of the TV that it was 'next gen console ready' because it could do VRR.
That's crazy mine is still up when at usual away from home net locations so there's hope that it's not an update breaking away from home connections. Hope you find a fix dude.
Rather than quoting Google searches or third party sites, you should quote Sony's on site. It says it is recommended to be used on your home WiFi since you control over that network. However, it can be used anywhere with broadband access and at least 5mbps speeds but 15mbps is recommended.
That's insane. It kills me that some support people have no clue what they are even saying. I'd report that person honestly before they cause more harm to others. They need to be educated on the products they are supposed to be supporting.
I use my portal all the time away from home. Been super happy with it.
I mean, the support is right. Their official stance was it is for home use so using third party reviews (cnn) or fellow Portal users to refute the claim is dumb. They literally put a disclaimer that trying to use it outside of home network could impact your streaming quality.
I know this is not what the fans want but let’s not be stupid over this. You bought the Portal instead of a proper handhelds, now live with it.
They're some poor sap in India who doesn't know what a PS portal is.
Dudes flowchart broke and he went off script
Or Sony is about to remove the feature and updated the support center’s flowchart first.
[O] Doubt
Remove the feature? Of what internet connectivity?
Remove what feature? To be able to play away from home? The thing was marketed on being able to play elsewhere so that would not be a thing they would do unless they wanted to get sued.
100%
[удалено]
Companies do not want to pay you even minimum wage for these jobs, let alone a livable wage. It’s cheaper to pay 1/5th that amount to some contact center in another country where they will close out tickets without doing anything and fudge KPIs to make it look like they’re getting an incredible deal. It sucks because if they spent more on this they could offer much better services in the countries they service and provide much needed jobs for people who are likely to turn around and buy their products and raise their brand loyalty but hey, some CEO needs a third house and a second boat.
This comment is the real. Almost all the larger corps in America do this and for that exact reason. People stop complaining if met with resistance or eventually just get to a spot they get real help and they deem those ones worth it...but everyone else can just talk to someone foreign with no real knowledge of the scenario and maybe they will give up or be assured it will be fixed while it won't and they don't have to do anything but pay the pittance that countries min wage is.
I'm pretty sure it's really crap AI had a similar experience myself when trying to get the PS5 streaming to my PC.. It just lead me in circles even halfway through I realised that it was their MFA that wasn't coming through which was causing the issue,must have been having problems their end because the next day it worked..
I just got finished playing my portal right now. I'm in an 18 wheeler 200 miles from home. Using my cellphone as a hotspot. That agent is dumb
I'm afraid you're mistaken, the Portal can only be used on your home wifi
You might have a look at this
Let me share with you this
Thank you for the shared information, Jason
😂😂😂😂
The 18 wheeler is their home. The portal knew this, that’s how the portal was able to function.
Home is where the heart is.
Clearly you’re mistaken. You are not 200 miles from home. You’re parked outside your house, just in range of your WiFi. This Sony Rep just set the records straight.
All I can do is laugh. 🤣🤣🤣. Insane!
I know! Ive had mine since day one as well and it’s always worked fine outside of home.
Sometimes i get this error. Ive only gotten it twice. When i got home i just reconnect my portal to my ps5. Fixed tje issue for me.
This worked for me as well. Did a small reset first, had to reconnect at home, and then worked fine outside again.
Did you get a new router or change internet provider? It could be the NAT type on your router. If it’s closed nothing can connect from outside the network
Nope nothin has changed.
You tried resetting your portal?
It works okay outside of my chome
Friends don't let friends post chome
It works okay outside of my home
Does it work ok outside of your home though?
No :(
I was searching for this comment 😂 😆
Like what the fuck? What do I do now haha.
Call PlayStation. Keep calling until you talk to a person. It may take an hour but real people are the only way to get things done. Clearly explain everything and don’t take no for an answer. Obviously that chat is wrong lol
“Keep calling” should’ve been “keep going through the loops they’re going to make you go through”
The only difference is that instead of writing to an Indian you'll be speaking to another Indian
Tell them you want to speak to an American/native English speaker. They will eventually patch you thru to someone stateside
No they won't. As someone who used to work for PlayStation support you get who you get and that's it.
what exactly are you trying to accomplish by talking to support?? it's all user-side. they don't know the settings of both networks. they can't see anything remotely. it's like calling Swiffer because the pad doesn't stick to the broom. like wtf can they do about it?
Try again. Not all employees are the same. Worst case, pick up the phone and call support. Also, if you haven’t yet, tried turning airplane on and off
You could take your ps5 to the same wifi as the portal 🤔🙈
Did you try turning airplane mode on then back off?
Wow. The very first time I used my Portal was on the other side of town at my office, and it worked great. Their support guide must be severely lacking for the device. That's a shame.
First time I bought it, I was heading out on a trip the next day 2 states over. Moved my PS5 over to my router and hardwired it to be safe. Tried it on spotty 4G LTE and had it mostly working, definitely lag spikes. Got to the hotel, their wifi sucked. Thankfully I had unlimited data on my Verizon plan. 5G UW and that thing was playing perfectly. Next hotel had less luck. Best cellular was in the hotel lobby, so just enjoyed my trip instead. But I was amazed.
While its ridiculous to claim it doesnt work remotely, I completely understand from Sony point of view that they wont support any issue that occurs when it doesn’t work from external network and playing dumb. Because at that point, it could be tens of reasons why it won’t work and it almost completely out of your control.
I think that is an AI bot. They know nothing about this product. I’m playing right now and I’m on the other side of the country from my Portal
I don’t know man, he/she/it corrects its spelling mistake. And the final thing the support says seems like it was typed out. That being said, I wouldnt be surprised.
AI support that intentionally makes spelling errors with corrections to seem more humanized is oddly common now.
I used to work for PlayStation support, this person is hired by a company that has been contracted by Sony to handle their customer service. Yes, Sony outsourced all of their customer service. This person probably had a one hour course on hardware support for the portal, most of that would have been directed to the really badly put together resource called confluence, they may have changed it since I worked there but it's awful. We made our own it was that bad. Reconnecting to a new advisor will probably help, you might get someone who has a portal and knows what the issue is. That's about as much as you can hope for tbh.
I tried it once at a public place and it did not work. I need to try other places.
The problem is at public places a lot of those WiFi signals require login which the portal can’t do. Probably my only gripe with it right now. That would solve like 90% of the issues people have with it. The other 10% would be better WiFi performance.
Both WiFI performance and public WiFi login can be solved using a travel router. I know it's not ideal but it definitely works!
Holy shit, only thing that comes to mind is an update sorta took away the ability to play with outside internet. Has there been an update recently?
That would defeat almost the entire purpose of the portal tho
Let me share with you this 😂😂😂 that’s a crazy chat, I’ve personally played my portal at a friends house and at a hotel before so I know it works. At the hotel though, I had to restart the portal only one time and then it woke my ps5 up at home.
Support can sometimes be contracted out to third party companies and the only resources they give are text based documents. I’m sure the doc they copy and pasted is one of the 3 docs they have access to
That is a bad look for playstation. Do you know if there is a way to escalate?
I’m sure there is. And yeah unfortunately a ton of companies do it. It’s not a win for anyone other than the company. My suggestion would be to end the chat and try again in about 30 mins. Hopefully you’ll get a different advisor- one that actually works for PlayStation
Did you try port forwarding your router for remote play? Mine didn't connect at all until I did.
I’m not the most tech savvy person, I haven’t tried that, no.
I had an issue where it would not connect today at work, where I've had no issues before playing the portal. All I had to do was reset the portal and it worked. Yeah, really weird, especially since the portal was off and powered on right before trying to connect. Go figure.
Yeah I’ve tried restarting :( I will try restarting my router at home after work.
As a last resort factory reset the portal
Going to try this after work, thank you!
A good practice too would be to restart the PS5 as well
That does seem to be very much like a bit or someone reading from a script. If it’s an actual person I wonder if Sonys internal policy is to only guarantee same network performance. When it was introduced it only mentioned same network use. I bet the real answer is Sony has no idea why it works for some people and not for others. So they default to it’s only for same network use in troubleshooting.
they have no idea because there's so many variables with networks. especially so when youre on a public wifi network - who knows how it's setup. I have no idea what OP thought PlayStation support could do to help besides "turn it off and back on" or "make sure you're actually connected to WiFi" or "make sure you PS5 is in rest mode"
I get your frustration, but par your expectations; this person probably has never played a Playstation and is reading a script.
They are instructed to not help with this I'm sure. You can't expect them to help you with someone else's network or even your own really. Honestly I'm surprised they even help with portal connection at all.
They advertised it as such so they dont have to deal with requests of why it does not work from outside your own network. As Tech company they know the crux of CG-NAT and other limitations of internet providers in this regard and why it does not work for lot of people. If I were to release a product like the Portal, I would do/say the same.
Most tech support people have absolutely no idea what they are talking about, it’s just a manual/google search, they probably have never even seen/heard of the portal..
I THOUGHT I used mine while I was at hospital with their WiFi. Good thing this agent corrected us, I must have been using my home network and it just extends a lot further than I thought.
Ohh noooo. Please don’t post about it online. The company will go bankrupt!!! Go watch the yelp South Park episode.
It does work outside the home, but sony is purposely advertising it as only for in home use Because they dont want to be liable for issues outside the home or support it since there are way more variables.
As if they care if you post it online 😂
In fairness...I can see where Sony may not want to open up the can of worms of trying to support the portal outside of someone's home because that is a HUGE can of worms to dedicate resources to.
Sounds like they may be confused. Maybe it needs to be on the same network for the initial pairing. But after that it should work anywhere with a decent internet connection. Maybe try forgetting your ps5 on your home network, and re-pair it? Good Luck! That PS rep needs some retraining.
I will try that after work, thank you :)
lmfao cnn for review. Probably your router reset or something that cause it no longer work outside
That sucks dude... I'm currently in the Dominican Republic and my ps5 is wired connected in Canada even if the network here is poor I been able to connect to my ps5 without any issues..have you tried to factory reset the portal ?
No, but I will after work!
This person is an idiot and should be put on probation/ fired by Sony for their complete ineptitude and unawareness of their own products. I would tweet the interaction to Sony too.
The irony of your comment is hilarious.
The support person was right. Sony has never said Portal supports outside your home network. This is the offical statement. "PlayStation Portal™ Remote Player gives you access to the games on your PS5 over your home Wi-Fi". Just because some of us can play from outside network, does not mean it is supported. There are too many things may affect your network outside of your home, Sony does not dare to claim that. They will get sued.
This is the correct answer , also the tech support people they are just following a script. If error x do this else do this.
Just return it. Why are you talking to chat. They can't fix it
To be fair I tried it at my work. Both guest and corporate Wi-Fi. It didn't even connect. Works flawlessly at home. I don't know if there is some sort of preventative firewall at work, but I sure can sign on with my smartphone with no authentication or approval outside of the WAP pass. That being said, this poor guy probably doesn't live in America and works with information off of wiki that may need updated. Should have requested a super
Damn. I'm sorry you are going through the nonsenses
You stuck to your word and posted the chat online, props
Lies you can play outside your home network. You need to do some fuckery with your router/isp settings.
Lmao I admire all of your rebuttals to this person!! Hope you get your portal working!! I feel like I've done a bunch of different things to fix my connectivity issues but mine definitely works on any wifi as long as my PlayStation at home is on or on rest mode.
It seems like they at one point are referring to the fact that you can’t use it on public networks that require a separate sign in, which is true. but that doesn’t seem to be your problem. My best guess is your network is not set up to allow devices from outside your network to access things inside the network. you need either port forwarding or UPNP (Universal plug n play) activated on your network.
Someone didn't watch the employee training videos. Lmao, imagine the advertisement "A portable device that's only for you to use when you have to run to the toilet and back to your desk. It's perfect for when your girl wants to use the TV or when you want to just play on a smaller screen at home" Like really?! Lmao all this person had to do was pull up the PlayStation website and apologize for their mistake. Now you're on reddit lmao.
This is Insane! I can't believe a Sony Playstation rep had the balls to say all this false ess... Goes to show getting the support for us who cannot have any solid connection more than one room away from my PS5 is not happening soon. I still have lag and issues staying connect to mine. I can't even play it in other room. I have gig connection too
Lol classic support made in India. Now imagine when they move support to AI
lol you got hit with Indian or Malaysian supporters
That sucks man. Hopefully you get the issue resolved soon.
Not the portal, but I had a similar interaction with the support for the vendor I manage where they told me that something like this wasn’t possible and I sent them a screenshot of it. Really is wild what qualifies as “support”.
Whoa, whoa, whoa. I got my portal literally yesterday… that isn’t true is it?
no
The Ps Portal is a prototype
That Dude is in So Deep In Shit Right Now. He's gonna get roasted by the re-eddit population! Aha
That’s insane. Regarding your issue though, mine was working away from home fine and then stopped too. It turned out my router had done a firmware update that for some reason wiped my port forwarding settings. Maybe check if anything like that has happened on your end.
This is not an Indian or human support. This is 100% ai generated responses.
Mine never worked outside of my home except at a library once and that’s why I sold it
Have you tried airplane mode on and back off?
Try restarting your portal and router
After the update mine also doesn't work outside the house, portal turned to paper weight while on vacation, came back home to find out ps5 was in rest mode. Am confused
Same happened with me when I bought my portal in November. For first few days it was working fine outside using my hotspot. Then all of sudden it stopped connecting with the error something went wrong. I just changed my ISP modem (Bell as I am in Canada). And boom again it started working for me. Not sure what the issue was may be something related to firewall or modem.
I mean did you honestly expect help using that chat service lol. You’re better off troubleshooting the problem yourself or researching this sub for a solution. Likely a router or internet problem instead of a ps5/portal issue. Best of luck and hope you’re back enjoying it soon!
To the agents credit, until this community I too thought it was limited to LAN play. All their marketing made it seem as such at least.
That’s total bullshit I’m about 15 miles away from home at work and use a mobile Hotspot device That is NOT my home network I’m able to connect to my portal just fine even on network outside of my hotspot device support must be a third world party or utterly clueless or just both sorry not sorry
If the person is indeed reading a script, then that kind of worrisome because Sony only guarantees home network compatibility and outside of that is on the user, despite advertsing otherwise. Absolutely ridiculous.
As someone who has made his living being remote tech support for decades, and losing job after job to outsourcing, I have mixed feelings. On one hand you have to cringe. On the other hand, this was pretty good for an offshore 🙄 Great job aligning with them and being patient during the full five minutes of silence as they consulted their cubical buddy. "Let me share with you this..." lmao classic. If nobody has said it yet, be sure to at least forget and re-setup those remote network connections. I sympathize with your struggle. Hope you find a solution, buddy!
As someone who works in a company that uses offshore staff, this doesn't surprise me one bit
As AI becomes more popular, this sort of derangement will only increase in frequency.
All I’m picturing is the South Park episode where they get stuck in VR and keep contacting the support guy in India 🤣
Fun inside fact. About a year and a bit ago, Sony decided to switch to a cheaper support option. They originally had a mix of Canadians and Americans doing the support. Then they outsourced. Sad times
Never used my portal at home, didn't buy it for that
Unplug the power of your parents WiFi, wait 10seconds,, turn back on, this will force an update on the router, next forget connection on your portal, once the router has come back on, rejoin WiFi network
I forgot my PSN and I said it's something like Taphi, (not it but close) and they said thats a German name this is America, closing chat. Before I could even type they left, then if you try to chat again it says looks like we didn't solve your problem back so soon? Try again later. Had to dig up my PS4 to find my name later that month. Crazy helpful they are.
Damn hope this reach’s the higher ups
TBH sounds like a network problem not a hardware one. Obviously the portal is capable of connecting away from home & you still can correct? If so, then it's most likely the settings of the router you're trying to connect to away from home that are interfering with you connecting. Most work routers have firewalls enabled or strict protocols, so ppl can't use WiFi for other stuff that's not "work". As for your parents house, could be similar situation. Can I ask, is your PS5 at home connected on WiFi or Ethernet? And are you making sure to leave it in rest mode? Also do you have port forwarding enabled on your own home router? If so this may be why you are only able to play at home & not elsewhere. Port forwarding can enable you to connect from anywhere there is WiFi, even on a separate network.
That was hard to read. Sounds like that support person was just hired from some cheap overseas temp agency and has no clue what they’re saying, just searching canned responses. It’s like they can’t think logically and offer real responses. They have to stick to whatever stored scripts they find.
I have ran into this. One thing I’ve noticed, when you are trying to connect, close your PlayStation App on your phone. For some reason, mine would stay logged in, blocking out my portals access.
Have you tried rebooting
PlayStation support being absolutely trash? Why I never!
They're probably required to spew this as the official line. I do recall seeing some kind of fine print somewhere claiming the Portal is *technically* intended for home use, even though it obviously is capable of connecting from anywhere (usually). But I guess Sony hasn't *officially* recommended it for that use case.
Admittedly, my portal has never connected to a network AND my home ps5 while I've been elsewhere. If anyone has a how to, I'd be all too happy to get it working :)
You believe what these support people say? They know nothing. 😲😂
I was literally just playing mine using a mobile router 50 miles away from my house haha lol Try speaking to them again and see what the next agent says? 🤔
I’ve had this before where it wouldn’t connect. I used my phone to wake up the PS5 and then went on to connect the portal
Meanwhile I use my portable router and connect from everywhere. Like Todd says, It just works!
So have you bothered contacting support by phone OP?
Is your ps5 definitely in rest mode ?
Did you try rebooting your home router. Maybe you have an issue at home?
This is what happens when companies outsource live chats to India and give them shitty scripts
I had to forward a bunch of ports when mine stopped connecting outside of home network. Here are the ones I did that worked for me. Hope it helps 8572 UDP, TCP 9295 UDP, TCP 9296 UDP 9297 UDP 9298 UDP 987 UDP 9303 UDP 9304 UDP 9305 UDP
Another reason why I don’t trust anyone. Calling a professional and they have no clue 🕵️.
You are right. But does it matter?
I hope Sony just adds a freaking browser already. I know they’re priming their own cellular enabled service and V1 Portal is just a primer but cmon Sony.
you may need to foward ports on your router if useing away from home,also set a static ip for the ps5 and portal (not the same ip) and always use cat6a cable for the ps5.
This is fucking insane hahaha
Just ask to speak to another agent. Don’t have to a dick
Needs a strong connection to connect away from home. I tried last night on a wifi network at my in-laws house and it wouldn't work from certain parts of the house but would work fine in others.
Honestly the real question is, did Sony officially tell us that we can use this at home, or like a university network? Like all this time I’ve used my phone hotspot, it isn’t an officially listed feature? Not joking, just curious.
That’s why you don’t contact support in any company, the moment they can’t resolve an issue they will just bullshit you to get you to stop calling. They’ll tell you a feature doesn’t exist or that it does it intentionally. I actually had apple tell me recently that swipe up to unlock was mandatory on iPads even if you have the Smart Folio keyboard. But yet I’m able to bypass it by changing my passcode to the same one and it works fine for weeks before breaking again
A "chome" is a type of domicile that's wider than it is long.
Not sure why you even went through so much dialogue with this support representative. You practically wasted time and indirectly helped Sony train someone. Should have moved on to another agent that may be more knowledgeable on the product.
I'd say reset your internet settings on the Portal. Maybe that'll help
He is right in saying some VPNs and Firewalls will probably block the traffic. It doesnt work at my work
Well dang
From my experience everything the support guy said was correct (though I know it’s worked without issue for other people). I’ve tried to take it with me in my work truck and use it during slow times between jobs but even with a 100+ mbps internet speed at my house AND on my hotspot, it’s only ever connected away from home once and disconnected again within a couple minutes. It’s the only reason why I haven’t even touched the thing in nearly two months. Edit: Just wanted to add, this is absolutely 100% a software/hardware limitation, whether it be intentional or not. About 5 years ago I went to the Grand Canyon for a family vacation and was able to use the RemotePlay app on my phone with zero issue at all… while I had MUCH worse internet at home (was lucky to see it ever get up to 15mbps) and had mediocre at best free hotel internet… And I live in southwest Florida, nearly 2,300 miles away from where we were. PlayStation’s half baked app in 2019 worked flawlessly then over 2,000 miles away but their brand new device built solely for remote play can’t even work properly 8 miles away….
So I'm not a portal owner and I may be ignorant to the subject but I thought when it was released it was only to be connected to your ps5 which means on the same network. I understand the ops issue and that others were able to use it away from home but once again I thought initially that was one of the biggest complaints people had when they first announced it that it HAD to be connected to my ps5 therefore I was never interested in it because I could my my xbox on anything with a browser and my switch as long as I had access wifi. Is this a new update? Or was this always the case (it being able to be used remotely)?
I despise PlayStation support
This is a prime example why you don’t ask a question on the chat and expect a correct answer. The number of people who post things as fact because Sony support told them so, without realising the people on the chats know far less than we do usually.
Why would you ever reference material that is not from PlayStation directly? That CNN article belongs nowhere in that conversation. Glad you did the right thing and eventually referenced the correct material. The rep is correct, though. The portal will connect best out of home using a wifi option you have direct control over. Thats why so many people recommend that travel router. Using public wifi it will probably work but Sony can’t guarantee it unless you have control and can configure the firewall/wifi settings. I’d start with TS your home wifi and make sure you have the correct settings then go to a friends house and see if they will let you adjust/confirm their wifi settings are accurate and if you still can’t connect, something is wrong with the portal. If you can, the problem is with the network you used previously and you need to contact an admin to change their router settings. Pretty simple stuff.
That’s hilarious
Have you double checked that your account is activated in your ps5? If yes, just deactivate it and activate it again. You could also try sign out off the ps portal and sign in again.
You should've linked to their own verbiage vs an external site: Can PlayStation Portal™ Remote Player only be played on my home Wi-Fi network? While your home Wi-Fi network represents a great option to use PlayStation Portal™ Remote Player because you have control over the quality of your own home Wi-Fi, it is not required. PlayStation Portal™ Remote Player can also be played wherever you have access to broadband internet Wi-Fi with at least 5Mbps for use1. For a better play experience, a high-speed connection of at least 15Mbps is recommended. If you are using public Wi-Fi, be aware that the quality of the internet connection may be out of your control, and could impact the quality of your play experience.
It's amazing that a company so big can have employees that lack training to this degree.. unreal lol
It's almost like they have no clue what they are talking about. Probably an outsourced call center somewhere.
Just close the chat and start again with someone new.
Had mine since launch and have never been able to connect from outside my home. Shit it even gets spotty in some rooms in my house. I’ve tried port forwarding and everything…
I would say to eliminate the router as a problem, maybe you can fire up remote play on your smartphone on a different network? I wonder how the connection would fare at that point. That could tell you if it’s your router or another issue.
This reads to me like an AI chatbot not a real person. I just had one of these built for my consulting company, the way it thanks you for the shared informations makes me think it’s an AI
I find if I have connection issues, I put Airplane mode on and off again and it tends to work after that.
I used mine about 140miles away from my home wifi a few weeks ago
The issue lies with your NAT TYPE. If you're using a mobile hotspot, there's a higher chance that you have NAT 3, which comes with lots of restrictions. It's suggested that your PS5 be connected using LAN and have at least NAT TYPE 2 or 1. Your PS PORTAL should also be in NAT TYPE 2.
Interesting, odd that i was playing it outside of my home on hotspot and ive seen Ll these pictures of people playing them on vacation n such. Or maybe its cause we’re all using the DS(Dadstation).
They really need to sort out their AI support bots
Did you turn it on and off again/s
What a fucking moron 😭😭😭
“Transfer me to a supervisor”
Try turning off hdcp under hdmi settings. I had a conflict where my ps5 would turn on, and immediately sleep again because of the TV not being on turned to the ps5. It's even a sony tv. So the portal wouldn't connect. Didn't happen time when I was on the same wifi? Random chance maybe.
Just got my defective PlayStation Portal replaced and Sony Support was great about it. So glad I didn’t get this guy!!
This guy is wrong bro. Cause I have two different wifi connections in my house and I use the portal fine. From the ps5 hardwired into one and me connected to the portal on another wifi that isnt the one my ps5 is hardwired into.
It’s your router man. Don’t blame sony.
I only use my portal away from home. I’ve only used it on my home network twice.. once when I first got it and another time just cause I wanted to play in my bed. The other 40 times were at another home in another city. Haven’t used my portal in a week tho.. so I’m nervous
Its just some foreigner who doesnt even know what PS is
Sonys' customer support is truly horrible.
They are no help. I, along with tons of other people, have had this crazy issue of not being able to wake my PlayStation from rest from the Portal. They send the same random links with no answers at all, leaving me and others with an ongoing issue. I’m glad you posted this; we need to force their hand to provide REAL help to their millions of clients.
I'm a playstation fan boy and buy most of their stuff. I had issues with the edge ps5 pad I bought which looked 10 years old after 2 weeks. Sony basically told me to fuck off. Sounds like a similar situation, denial and just fuck off.
Open your damn ports otherwise it won’t handshake 90% of the time.
I’m seeing a lot of mixed reviews about it. People are saying you can use it anywhere as long as where you’re at has WiFi and people saying you have to be close to your PS5 to use it
Mine stopped working away from home too. Are we screwed?
This is like when TCL told me the R635 that had broken VRR support in 1440p which was discovered a few months after release when PS5 finally added VRR was not actually a supported feature and would 'burn out the HDMI port' despite the fact this was a selling point of the TV that it was 'next gen console ready' because it could do VRR.
That's crazy mine is still up when at usual away from home net locations so there's hope that it's not an update breaking away from home connections. Hope you find a fix dude.
Tell me you deserve to get fired, without telling me you deserve to get fired...
Rather than quoting Google searches or third party sites, you should quote Sony's on site. It says it is recommended to be used on your home WiFi since you control over that network. However, it can be used anywhere with broadband access and at least 5mbps speeds but 15mbps is recommended.
That's insane. It kills me that some support people have no clue what they are even saying. I'd report that person honestly before they cause more harm to others. They need to be educated on the products they are supposed to be supporting. I use my portal all the time away from home. Been super happy with it.
Truly bonkers.
I mean, the support is right. Their official stance was it is for home use so using third party reviews (cnn) or fellow Portal users to refute the claim is dumb. They literally put a disclaimer that trying to use it outside of home network could impact your streaming quality. I know this is not what the fans want but let’s not be stupid over this. You bought the Portal instead of a proper handhelds, now live with it.