Playstation 4 repeated connection drops

tkdragon
Grasshopper

Over the past few months, my daughter has tried to play online games through the PlayStation 4 (online multiplayer from a game title we purchased). She has repeatedly complained about connection issues when playing. The connection will stutter and eventually freeze and we receive a connection lost message. It has happened at all time of the day. She plays online with a friend in Germany and he has not had the same issue while playing the exact same game at the exact same time. This would suggest that it is not an issue with the game server but a local of ISP issue. I have had her run connection tests on the PS4 when the issue occurs and it is not showing any bad download or upload speeds which begs the question - what is happening here that is not happening elsewhere?

Location - Winnipeg area

Modem - DPC3825

PS4 is wired, not wireless

When I run Shaw Speedtest off my PC is is always showing download speeds of around 50 - 60 and upload speeds around 5 which are what they should be for my package.

Connection tests show DL speeds of around 38 and UL of 3 - 4.

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Re: Playstation 4 repeated connection drops

Moderator
Moderator

Hey tkdragon,

Thank you for reaching out! No one likes to get disconnected from their favorite online games. There may be several reasons why you are noticing this issue. It may be a signal related issue that is causing an unstable connection. If you haven't done so yet, I'd recommend trying some troubleshooting steps here. If the issues continue, your best bet is to touch base with our technical support team members to further investigate with you.

Keep me posted,

Tony | Community Mod.

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Re: Playstation 4 repeated connection drops

tkdragon
Grasshopper

Thanks for the response Tony.

As for the troubleshooting steps:

1. The modem has been reset while experiencing the issues - no effect.

2. Not applicable - PS4 is on a wired connection.

3. All cables verified OK with cable tester. Cables are seated correctly - only issue is current online game connection issue.

4. All drivers and such for PS4 is updated by Sony - do not know of an option to update network adapter manually. The upload and download speeds reported when testing the connection through the PS4 are sufficient for online play.

There does not appear to be an issue with the hardware in the house so my first step was to see if there was anyone else that has experienced this issue and if they had any suggestions on a solution. I'm paying for a stable internet connection and would expect it to handle something as simple as online game play and I am paying for the connection at Sony to access the game play... it would be nice to actually use this without issue.

Cheers.

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