PS5 packet loss and lagging after new install of Giga Hub modem (1.5Gbs connection)

[Jked]

Hi,

I just had my Home Hub 3000 upgraded to a Giga Hub and we went from 1Gbs to 1.5Gbs.

Since we had the Giga Hub installed I've had issues with games on my PS5 beening extremely laggy. Fortnite and Pubg in particular. The speed is not an issue as we're getting above 100+ Mbps on the wifi. We never had issues using the wifi with the Home hub 3000. I now have it connected via ethernet cable and am getting speeds over 400 Mbps but am still getting the same issue with the lag and packet loss in the games.

I've rebooted everything multiple times and cleaned out the hard drive on the PS5 but that hasn't worked either.

Has anyone out there had a similar problem and solution?

Thanks!

[RoadhogTime13]

This is not possible. The modem is out in the living room, hanging from a wall and im way away in my room

[BellNick]

Hi there, @RoadhogTime13 . Thank you for your post and welcome to the Community.

Sometimes if you're to close to the modem with your device the signal may disconnect and if to far away it may disconnect. You may need to move around the modem / PS5 to find that happy medium, if possible. Many other factors can also impact the signal strength, such as furniture, walls, metal, ceiling / floor, etc...

You can also check out your connected devices within your home and the signal through our WiFi Check-up Tool. For further information, please check out our support thread Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

If you have any further questions, please let us know.

[Gamer]

How many other people are only getting 400mb to the ps5. Upload is like 20mb. I got the 3gb. I had Rogers and got 800 to 900m

[Vanadiel]

Wired, Wireless?

[Gamer]

Wired of course. There’s no way I shouldn’t be getting 800 to 900mb. They also came and installed a new one it registered 800mb. But then it changed my password to what it use to be on the one they replaced and then it was back to 400mb. I see so many online that have same issue with bell and PlayStation. Weird they post adds with a PlayStation and yet there 3gb plan doesn’t even deliver half of the speed rovers does on a 1.5gb plan. I think there’s a bug in bells system

[Vanadiel]

There can be many ways to get incorrect speeds.

A good starting point is a speed test from within the modem, to rule out any profile issues: Speed test 

[Gamer]

Trust me mate I had the bell tech guy in my house trying to figure it out. I’ve been gaming for over 30years. Every one is having issues with it. Ps5 and bell. My modem speeds it receives are good. 3600mb download and 4100mb up load.after 2.5 hours the tech guy decided to replace the modem ok. Rote when we first hooked up new one. He used his phone to access modem for putting in password. I put in what I wanted. Then we tested. It was fine. 800mb on first test. Then I had those pods. But they wouldn’t connect. So I decided just to unplug them as they were not connecting. I waited almost a hour. So I unplugged and decided to just use wifi for the 3 other items I have. I have very small apartment. Then as I’m doing the the connection to wifi I noticed the modem has decided to change my pass word on its own to what I had on the old modem he took away. Once that happened I went back on the ps5 and then my ps5 was back down to 400mb.  Trust me when I say it’s not anything to do with ps5. From what I can tell from what people are all saying it’s something in when bell is loading up profile to modem or something like that that is putting a bug into it witch is not allowing the ps5 to get it speed. I can 100% say it’s nothing on my end. The tech guy will tell u the same. He also said that he thinks what I just told u is the issue. Bell needs to go in and do a firm ware update to correct I do believe. There internet should be giving me amazing speeds and ping and latency ok. All my other items are fine. Bell needs to stop telling people all these quick fixes and look in on there end and make adjustments. It is pretty obvious as it’s pretty much every one not getting proper speeds to ps5. Rogers I only had cable and 1.5 gb download and I got 900mb. Ping was higher though as its cable. But only 10ms more. I am 100% sure it’s something bell needs to address. Not the owners of a ps5. 

[Gamer]

I think honestly I’ll give Bell a month or two to fix issue we are all having and if they can’t I’ll be forced to go back to Rogers. I pro sim race online. U can log in and watch me live Thursdays Fridays Sundays. Some races are for money or charity. So my internet is very important. So I can’t waiting for this issue to be resolved. I’m crossing my fingers that bell takes notice that it’s everyone having these issues with ps5 and there fiber internet. And they fix. 

[ericb]

You are lucky to get 400 Mbps, when I connect directly to Home Hub 3000, the speed test from thePS5 goes down to 40Mbps but when I connect to my linksys router (that is connected to the Home Hub) creating a separate network, the speed test from the PS5 goes to 900Mbps and everything is stable on both routers. I ran wireshark when connecting directly to Home Hub and when connecting to the linksys to try to figure out what is happening but I haven't see any spike or weird retry explaining this behavior yet.

[ericb]

I can game no problem by adding a second router connected to the HomeHub so it's not the fibe per say but the HomeHub itself that is causing this issue. I have 900Mbps d/l from PS5 speed test with this configuration and I get only 40Mbps when connecting directly to the HomeHub and the router's CPU goes to 100% then everything starts disconnecting form Internet but this is not happening when adding a second router and connecting the PS5 to it. I did run wireshark on both setup to try to figure out what is happening and I could share those with Bell network specialists if needed. SO if you have another Gbps router collecting dust in your house somewhere, put it between the PS5 and the HomeHub, creating another network (either 192.168.1.0 or something else than the Bell default network) and this should fix your problem for now.

[Gamer]

Well it’s nice to know you found a way around it. But unfortunately I’m disabled and I’m limited on what I can spend every month. Simracing keeps me from dropping into deep depression. So I’m unable to afford this router idea. And it would be probably confusing for me as I’m not at all a tech guy. But still this is not an issue I should have to be spending g money on to get my Bell internet to work. But maybe Bell should send me a tech guy with a free routers then and install it so my internet works correctly. Cause as is the ai I this home hub 4000 does what it wants changing stuff at will. lol. I’m calling them this morning again for the 100th time. lol. So we see. But I’m at point to say why get angry and upset. If they do t fix I’m gonna save myself the grief and just simply go back to Roger’s. Latency and ping may be higher but my speeds were fine. And it’s a user friendly system they use too. It’s to bad though as I was very excited to get this fibre technology but see bell really hasn’t got it sorted out yet so I’m not getting its full potential. We see if Bell can resolve. If not it’s like live and learn and I’ll go back to Rogers. Think I’ll give them a fair amount of time of a month or two then switch back to Roger’s. But thanks mate that was very helpful information you gave me. I’ll use it when talking to bell

[ericb]

I hear you. One of my friend has the same setup (PS5 and Bell) and his is working just fine, I have no clue what is happening in our cases. I haven't troubleshoot much since I got it working with the extra router I had but I will try to give it a shot this week after my working hours. 

[Vanadiel]

Without being the devils advocate, the common issue is the PS5 as for all other purposes the "internet" works properly.

The Home hub changing settings is a known bug, and an annoying one at that. But this issue with the PS5 is specific to the PS5. If it's wired directly, someone else changed the CAT cable to their PS5 and it solved their issue.

Worth a try.

[ericb]

I tried removing the CAT6 cable and use wi-fi instead, guess what? All my wireless devices started disconnecting randomly and the HomeHub CPU was fairly high but not as high and when the PS5 is wired. As mentioned, using the same PS5, same CAT6 cable in a different router that is connected to the HomeHub works perfectly so it's not a hardware issue, it's a compatibility issue between the HomeHub and the PS5. I tried disabling all the services on the PS5 that could broadcast and cut off the HomeHub router somehow and this didn't change anything in the current behavior. Swapping cable is the first thing I tried, I am a computer engineer, a network and system architect so I know a bit how to troubleshoot things.

[Gamer]

Thanks mate. You are doing more for me than Bell is willing to do. Lol. That’s kind of you to take time to try to figure out. That’s weird though your friends is fine. I say because it’s not just me and you. I’ve been online other then this forum and so many have exactly same issue. It’s seems to be when the profile gets loaded into the modem that it starts to happen. I did receive 900mb when the tech guy first installed the new modem. But like I said bell sent the modem my old network name and password and it changed the one me and tech guy put in. Once that happened it dropped to 400 to 450mb. Just giving you info as maybe you are smarter then bell and maybe you can solve what bell can’t. I just got of phone again with them and they still couldn’t fix. But sometimes I also find you need to get lucky on what tech person u get cause some are much better then others knowledge wise. Some also can be very hard to understand as there are quite a few with very heavy accents making it very difficult for me to understand. Maybe bell reads this and decides to get ahold of me and offer to come over and give me a router like you and set up a separate network for me so I can get the 900mb I’m supposed to. I actually suggested that to the tech person on phone but I got no feedback from her. It’s very disappointing for me. But once again mate thanks for going the extra mile and trying to figure this out. Your a kind person. Keep me posted if you can solve and maybe tell bell to do they can fix on there end.