Re: Ping is between 6 an 8 ms but always lag

Dear EA,

I am writing to you today because I am havinga big issue in HUT. Indeed, for about a week, the quality of the connection during online matches has been very poor for me and for other players from Switzerland et France. I know it's not from me because I don't have this problem when I play Fifa 21. The matches become unfair when I play against Finns in particular who don't have these problems. I am pretty sure that these are not your values and I know that they are not those of the sport.That's why I'm asking you to fix this. It's not possible to pay 70 dollars every year for NHL and have such poor quality games. 

Hope I will get a response from you soon.

Kind regards,

Krums

Hi there, @The_Krums 

We'll need to go through some connection troubleshooting. What system do you play on and are you using a wired or wireless connection? Also, have you gone through this thread and tried any of the suggestions in it?

I play on PS4 with a wired connection. And yes I have already tried the suggestions in this thread.

@The_Krums 

Can you run a UO Trace for me and screenshot the results? A PC will be required to run the test. The instructions are here. Also, how bad is the lag? Is the game stuttering or pausing and then speeding up or does it just feel like your players are slow?

The lag is important. My players are indeed slow and heavy. Also, when I press R2 there is a big delay for the player change to take place. On the other hand, the game does not stutter and it does not stop and then accelerate.

@The_Krums 

Can you run that test again, but send 100 packets this time? Also, did you run it over a wireless connection? Since you play wired, it needs to be on a wired connection.

This time I made the test with a wired connection.

@The_Krums 

Can you try it one more time using the European IP? It is 159.153.72.252.

Here is the screen

Same here again, some games work fine where I can win against the best Players in the ranking, since yesterday nothing works again, all delayed again and I have nothing changed on my connection. This game is pure * cause of the servers. EA is aware of the problem but the do not let us official know. Thats the case for years, the servers are crap and when you live in the wrong location you have noc chance to play a fair game. Always the same her, troubleshoting, Ports, eatraceroute. All fine, answer is "NOTHIMNG WE CAN DO"

@The_Krums 

Your test falls within acceptable limits. It's not great, but it doesn't look like you should be lagging. Can you get some video of the lag you're experiencing? Also, I assume you already tried using alternate DNS settings?

I can't. You can't see on a video the time lag between when I press R2 and when the player change is made (this is juste one example). As I and others have told you, the problem is not with us but with your servers. You have to do the tests and fix it. It is not acceptable that from one day to the next, the game is no longer properly playable.

@The_Krums 

Thanks for the feedback. If we notice any issues with the servers, we'll make an announcement. For now, all we can do is troubleshoot.

I don't think I've seen an anwser to the question in the thread start; why is the ping graph showing a superb connection when we are experiencing lag? Please explain why this graph is not affected by bad ISPs or bad routers etc.

Thats the point! The graph should show when there are problems with the ISP or the router. But in our case there are no problems with the ISP or the router! The real problem are the servers, but EA will never made thet public. There are hundred of threads in other forums, reddit etc. where NHL and FIFA players write over the same problems. But the liar company said everytime its our fault and there is nothing they could do cause on their end all is fine. THATS WRONG!

@dexieland 

Can you get some video showing the lag? There's a difference between feeling like there's lag and there actually being lag.

@Codo37 

I get there are hundreds of others that are experiencing lag, but compared to the hundreds of thousands or millions of players that we don't hear from, it's a smaller part of the population so we need to go through troubleshooting when we're not aware of any issues on our end that would be causing lag.

@Codo37 

My comment was more about how we need to troubleshoot connection issues when there are no currently known issues with our servers. We've gone through all the troubleshooting we can in your case. You'll need to contact an advisor to continue working on this.

@Codo37 

You can try messaging @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support.

here is the test..

@MaraSGc 

Your test results look fine. I don't know why you're lagging so much. Unfortunately, I'm out of ideas. You'll need to contact an advisor to have them continue investigating this.