Otto’s point is:
If your remote access setup has issues, Plex will attempt an “indirect” connection. In that case, the communication will not be between your server and the client but it’ll be “relayed” through a server of Plex. Those relayed/indirect connections are limited to 1 Mbps (2 Mbps for Plex Pass members).
There’s a few rare situations, where users are only able to establish connections through those relays. Most of the time it means there’s something wrong with your remote access configuration (be that your Plex configuration, your router configuration or a restriction applied by your ISP). Hence Otto linked the remote access troubleshooting support article for your reference.
If you want to sort this out, you’ll need to identify what’s causing your remote access problem. On top of the basic troubleshooting, we have this post in the tips & tricks section on how to pin down the issue (w/ potential solutions).
