Re: Xbox - Attempt to connect to online error code 524.
I just spent the last 40 minutes discussing this with their support team and I don't think anyone truly cares at EA. Adding my chat dialog below to get a sense of how their support team is responding to these situations.
Suraj: Thanks for contacting EA Help, my name is Suraj. How may I assist you today?
you: Hi Suraj, I would like to get my son online for BF2 on Xbox but none of the parental settings are allowing him to get online
you: I've done my fair share of research and I can't seem a viable way of being able to get him access
Suraj: Hello there!
Suraj: Can I get your name to address you better?
you: sorry about that, my name is josh
Suraj: Nice to meet you Josh
Suraj: Please do not worry , I realize your concern and I'll try my best to assist you in this case.
you: Truly appreciate it
you: So, I have gone through the following article
you: https://help.ea.com/en-us/help/faq/not-able-to-connect-to-online-play/
you: but none of this helps
Suraj: May I know your son's gamertag?
--Adding rest of transcript to spoiler tag to keep the forum clean
Spoiler
you: <RemovedToProtectHisAccount>
you: I tried managing his EA account to try and "age him up" but I cannot get an email address to log in and accomplish that. Reset his password but can't seem to log in anywhere with just his ID
Suraj: As i can see the account is an underage account
Suraj: There are some limitations in an underage account , one of which is that the person can notgo online
you: Why does EA create this restriction even though I've given him the control to do this?
you: He has no issues with other games going online
you: Just with BF2
you: Reading in this forum post, it looks like other EA games doe not have the same restrictions
you: https://answers.ea.com/t5/Bug-Reports/Xbox-Attempt-to-connect-to-online-error-code-524/m-p/6534339/highlight/true#M3703
you: Before purchasing this game, I never found any sort of documentation that child accounts would not be able to access online abilities
you: Based on this article, if I give them access via Parental Controls then they should have access in the game
you: https://help.ea.com/en-us/help/account/give-your-child-access-to-games-on-their-child-account
you: Further in that article it states what games a child can play online but I feel this list is not properly maintained. For instance, you have NHL/Madden/FIFA 17 but not the 18 versions
Suraj: I totally get your point however using that account , you won't be able to access online features
you: I don't understand why not.
you: If I, the parent, have given consent for my child to do something, why then does a company offering a service have the ability to contradict my consent?
you: Additionally, on the games list, EA allows Battlefield 4 which is rated as MATURE
you: BF 2 is rated as Teen and is not allows?
you: This does not make sense, at all
Suraj: These are the rules which are made by servers team
Suraj: If you have any issue . Please let us know and we will surely share your feedback with our team
you: I have a major issue
you: I find the reasoning completely lacking of any sort of empathy or understanding of the customer
you: Nor does it have any sort of actual logic
you: My problems are as follows:
you: 1. There is 0 documentation or advanced notice that a parent can't control the ability for their children to access features within a game. The documentation that does exist actually contradicts the explanation you provided
you: 2. You allow access for a MATURE (Battlefield 4) game to child accounts but do not grant access to a Teen rated game. This seems completely backwards
you: 3. As a parent, I should have ultimate control over my child. This means their accounts, access to what they can and cannot play. I find the inability to manage their account as a privacy issue.
you: 4. An actual explanation on WHY a child account is not able to play BF2 online. Is it because they can be exposed to online chat? This is where restrictions in the parental controls on the actual accounts come into play.
Suraj: These are the rules made by the government therefore we have to follow them
you: WRONG
you: You allow access to other titles
you: You cannot hide behind government restrictions IF you allow access to other titles
Suraj: https://www.ftc.gov/enforcement/rules/.../childrens-online-privacy-protection-rule
you: Link is dead
Suraj: Please check the above link
you: Link is dead
you: found the article that you reference and it states the following
you: This part implements the Children's Online Privacy Protection Act of 1998, (15 U.S.C. 6501, et seq.,) which prohibits unfair or deceptive acts or practices in connection with the collection, use, and/or disclosure of personal information from and about children on the Internet.
you: So are you saying that EA is disclosing information about ME when I am playing games?
you: Can you provide the specific text on why BF2 is a game being restricted for a Child Account by EA but allows other titles to be played by that same child account?
Suraj: We’ve done everything we could in this case. Would there be anything else apart from this concern I can help you with?
you: Wow. 0 empathy towards your customer
you: In fact, that article you provided states this as well
you: (b) Obtain verifiable parental consent prior to any collection, use, and/or disclosure of personal information from children (§312.5);
Suraj: I am extremely sorry if you felt that way
you: I would suspect that EA would care a little bit more about how they manage their customers with BF2. The public sentiment has not been great and now you are saying that there is nothing that can be or will be done
Suraj: I was just trying to help you
Suraj: I’m afraid but as much as I’d like to help it seems rather difficult. Is there anything else I can help you with?
you: The documentation everyone provides is so completely contradictory
you: Empathy means you understand your customer and truly trying to help
you: You feel their pain
you: However, this is not the case. You provide incomplete data and simply try to wash your hands of the situation
you: Anyone that is customer obsessed would challenge things that don't make sense. Would look at the customer's situation and the valid information that has been provided and try to understand the reasoning behind things further
Suraj: Since I’ve already provided required information regarding this case, I am now ending this chat session. Thank you for contacting EA Chat Support!
you: Right of course you are
you: I tried managing his EA account to try and "age him up" but I cannot get an email address to log in and accomplish that. Reset his password but can't seem to log in anywhere with just his ID
Suraj: As i can see the account is an underage account
Suraj: There are some limitations in an underage account , one of which is that the person can notgo online
you: Why does EA create this restriction even though I've given him the control to do this?
you: He has no issues with other games going online
you: Just with BF2
you: Reading in this forum post, it looks like other EA games doe not have the same restrictions
you: https://answers.ea.com/t5/Bug-Reports/Xbox-Attempt-to-connect-to-online-error-code-524/m-p/6534339/highlight/true#M3703
you: Before purchasing this game, I never found any sort of documentation that child accounts would not be able to access online abilities
you: Based on this article, if I give them access via Parental Controls then they should have access in the game
you: https://help.ea.com/en-us/help/account/give-your-child-access-to-games-on-their-child-account
you: Further in that article it states what games a child can play online but I feel this list is not properly maintained. For instance, you have NHL/Madden/FIFA 17 but not the 18 versions
Suraj: I totally get your point however using that account , you won't be able to access online features
you: I don't understand why not.
you: If I, the parent, have given consent for my child to do something, why then does a company offering a service have the ability to contradict my consent?
you: Additionally, on the games list, EA allows Battlefield 4 which is rated as MATURE
you: BF 2 is rated as Teen and is not allows?
you: This does not make sense, at all
Suraj: These are the rules which are made by servers team
Suraj: If you have any issue . Please let us know and we will surely share your feedback with our team
you: I have a major issue
you: I find the reasoning completely lacking of any sort of empathy or understanding of the customer
you: Nor does it have any sort of actual logic
you: My problems are as follows:
you: 1. There is 0 documentation or advanced notice that a parent can't control the ability for their children to access features within a game. The documentation that does exist actually contradicts the explanation you provided
you: 2. You allow access for a MATURE (Battlefield 4) game to child accounts but do not grant access to a Teen rated game. This seems completely backwards
you: 3. As a parent, I should have ultimate control over my child. This means their accounts, access to what they can and cannot play. I find the inability to manage their account as a privacy issue.
you: 4. An actual explanation on WHY a child account is not able to play BF2 online. Is it because they can be exposed to online chat? This is where restrictions in the parental controls on the actual accounts come into play.
Suraj: These are the rules made by the government therefore we have to follow them
you: WRONG
you: You allow access to other titles
you: You cannot hide behind government restrictions IF you allow access to other titles
Suraj: https://www.ftc.gov/enforcement/rules/.../childrens-online-privacy-protection-rule
you: Link is dead
Suraj: Please check the above link
you: Link is dead
you: found the article that you reference and it states the following
you: This part implements the Children's Online Privacy Protection Act of 1998, (15 U.S.C. 6501, et seq.,) which prohibits unfair or deceptive acts or practices in connection with the collection, use, and/or disclosure of personal information from and about children on the Internet.
you: So are you saying that EA is disclosing information about ME when I am playing games?
you: Can you provide the specific text on why BF2 is a game being restricted for a Child Account by EA but allows other titles to be played by that same child account?
Suraj: We’ve done everything we could in this case. Would there be anything else apart from this concern I can help you with?
you: Wow. 0 empathy towards your customer
you: In fact, that article you provided states this as well
you: (b) Obtain verifiable parental consent prior to any collection, use, and/or disclosure of personal information from children (§312.5);
Suraj: I am extremely sorry if you felt that way
you: I would suspect that EA would care a little bit more about how they manage their customers with BF2. The public sentiment has not been great and now you are saying that there is nothing that can be or will be done
Suraj: I was just trying to help you
Suraj: I’m afraid but as much as I’d like to help it seems rather difficult. Is there anything else I can help you with?
you: The documentation everyone provides is so completely contradictory
you: Empathy means you understand your customer and truly trying to help
you: You feel their pain
you: However, this is not the case. You provide incomplete data and simply try to wash your hands of the situation
you: Anyone that is customer obsessed would challenge things that don't make sense. Would look at the customer's situation and the valid information that has been provided and try to understand the reasoning behind things further
Suraj: Since I’ve already provided required information regarding this case, I am now ending this chat session. Thank you for contacting EA Chat Support!
you: Right of course you are
