Not all Bedrock devices can connect to external servers such as the one we offer for our customers. This is a limitation from the manufacturer and is a grey area of compatibility and not officially supported. Some devices have no issues connecting but consoles need network modification on the devices connecting, plus Premium online membership and being signed in to Microsoft accounts to potentially work.
The following platforms have full support for Multiplayer servers, and can simply join any Bedrock edition server:
PC (Windows 10 Edition), iOS, Android, Kindle Fire, Fire TV, Gear VR/Oculus VR
Unsupported Platforms: The following platforms do not have official support for (community) Multiplayer servers, and at this time cannot join Bedrock Edition servers via IP without modification of the device:
Nintendo Switch, Xbox 360/One, PlayStation 4
Any of your invited guests on unsupported console platforms must contact us for technical support in advance of your event date in order to ensure they can connect to our server.