PS5 not connecting to the internet

Hello @user_c1da94, thank you for taking the time to reach out to us on the forums. I am sorry to hear you are having these issues with your PS5. I am a gamer myself and nothing is worse than not being able to play your favorite games due to connection issues.

You have reached the right team to help get this resolved for you today. Can you send us a direct message with your first and last name and address to get started?

@XfinitySean Tell posters how.

@user_c1da94 To send a direct message (private message);

Click "Sign In" if necessary.
 
Click the "Direct Message" icon  in the upper right corner or https://forums.xfinity.com/direct-messaging 
 
Click the "New message" (pencil and paper) icon.
 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
 
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
 
An "Xfinity Support" graphic replaces the "To:" line.
 
Type your message in the text area near the bottom of the window.
 
Press Enter to send it.

[Permission from and credit given to BruceW].

The issue is resolved. I spent 2 hours explaining what the issue was and then had to explain how to troubleshoot a router and how to do a packet capture. Horrible experience with their tech support.

Thanks

C