Applies to: PS5, PS5 Slim and PS5 Pro; external checks only.
Work through the checks
Check a second device
Test internet access using the same router. Record whether the problem affects all devices or just the PS5.
Run the console’s connection test
Record the failed stage and code. Distinguish connecting to the router from internet access and service sign-in.
Check service availability
Open PlayStation’s live status page. A relevant outage is a reason to retest later, not to replace console hardware.
Compare the connection method
When possible, compare a direct wired connection and a closer wireless position. Use PlayStation’s connection setup guidance for network configuration rather than guessing DNS or port changes.
What to record
- The exact connection-test error or failed stage
- Whether another device works on the same network
- The result of any wired comparison and the service status
What the result can tell you
Other devices failing suggests a shared network issue. A console passing its internet test but failing to sign in may have a service or account issue rather than a broken wireless module.
Do not disable router security, publish passwords, or factory-reset a console simply to test connectivity. Keep passwords and account credentials out of the report.
Parts and repair options
Use these as candidates to test. Match the exact hardware revision before ordering a replacement.
Router placement or configuration
Wired works but wireless fails, or only one network is affected. Compare near the router and, where practical, a second network you are authorised to use. Resolve the network condition before purchasing console parts.
Antenna / wireless hardware
Failure follows the console across known-working wireless networks. A repairer should inspect antennas/connections and isolate radio operation. Antenna or radio repair is a candidate only after shared network and account causes are excluded.
Manufacturer reference
PlayStation internet connection setup ↗PlayStation service status ↗Prepared by the Console Troubleshooting editorial team using the cited manufacturer material and the testing limits in our editorial method · Report a correction