Apex Legends Packet Loss

Since the season update for Apex Legends, I have been experiencing nonstop Packet Loss rates of 95-100 percent across all Apex Servers.

I have no internet connectivity issues for any other game, nor any other device. My PS5 shows my standard 300 MBS download.

I have:

-Cold Rebooted my PS5

-Port Forwarded all recommended PS5 and Apex Legend ports.

-Cold rebooted my router

-Deleted and reinstalled Apex Legends

-I have flushed my DNS

-I have changed my Primary and Secondary DNS (Preferred DNS server: 8.8.8.8 Alternate DNS server: 8.8.4.4)

-Run a UOT Trace report (attached here) and provided it to EA support.

- I am fully aware that some hops are showing heavy packet loss. I have told my ISP this. I would like to note that one of the few hops showing packet loss is from a server IP that appears to be EA (159.153.92.78).

I have connected to three different EA technicians, who have all told me, after looking at my UOT report, that I need to contact my Internet Service Provider and that the issue cannot be resolved by them. I have spoken with three different technicians of my Internet Service Provider. They all say that, as my internet is working perfectly across all devices, and for all other games, this is clearly an issue on the server side of EA for this specific game/company.

I only have packet loss in Apex Legends. It is only after the most recent update. I have no issues across any other games or devices.

Please advise.

SOLUTION:

I am using internet service provider Mediacom, and I purchased what is essentially a Wi-Fi-range extender that they call Erro.

Though they would not admit fault, apparently when they set up my Erro device, they forgot to turn off the signal from my original device provided by their company, and the signals interfered with each other. Apparently their Erro device, though operating similarly to a range extender, required a new signal to the home, and a disconnect of the previous signal.

In short, they simply had to turn off the original, now defunct, signal.

EA_Aljo
4 years ago
Hi there, @Runecrafted.

You're getting packet loss well before our test server. Can you run that test again just to see if you get similar results? Also, does your router support QoS (Quality of Service)? If so, make sure it's enabled.

17 Replies

EA_Aljo
Community Manager
4 years ago
Hi there, @Runecrafted.

You're getting packet loss well before our test server. Can you run that test again just to see if you get similar results? Also, does your router support QoS (Quality of Service)? If so, make sure it's enabled.
Runecrafted
4 years ago
I've read similar forum posts and I see where this discussion goes. After reading up on packet loss, and hops, I would tend to agree EA can't fix this on their side. What is disturbing to me is the lack of knowledge by my ISP about what packet loss even is. I've spoken with 6 technicians, and only one of them understood the difference between packet loss and internet speed.
EA_Aljo
Community Manager
4 years ago
@Runecrafted

That's really unfortunate to hear. Definitely sounds frustrating. Have you made sure your router's firmware is up to date? Kind of a longshot, but it might help. Otherwise, I think you've done all I can suggest. You're welcome to contact an advisor by opening a case here to see if they have any other ideas.
Runecrafted
4 years ago
My router and secondary device are both up to date according to the company website and the app associated with them. I would hesitate to encourage people to open a case with EA, as they advise the exact same tips as the pinned forum advice, what is advised in the forums by managers such as yourself, and ultimately refer us to the forums when our issue isn't resolved there. That being said I appreciate you responses.
EA_Aljo
Community Manager
4 years ago
@Runecrafted

Much of the troubleshooting will be the same, but it's also possible someone else may have some additional tips. Just to be sure, I assume you've checked your ethernet cables for any damage?
Runecrafted
4 years ago
Yes, that and the fact that the packet loss is now occurring across all devices. I believe I said up to that the packet loss was only occurring in Apex, but I was wrong. I will however go out and buy some new cords because they end up needing to be replaced occasionally any way. I will update for the sake of other people if this situation gets resolved so they can learn the magic words to say to the ISP.
EA_Aljo
Community Manager
4 years ago
@Runecrafted

Thanks. Really appreciate you coming back to let us know what happens. Good luck!
Runecrafted
4 years ago
Hello again.
My issue was resolved by having a technician from my ISP come out and check for technical difficulties hardware side. That resolved my issues.
To those that end up having this issue, here is my advice:
Your ISP will blame any one but themselves. Skip the headache and simply ask for the technician to come out.
On hand technicians actually know what they are doing and have the tools to see Packet Loss. If your ISP is any thing like mine, their tech support over the phone is extremely limited in both what they can see, and what they actually understand. Packet loss is beyond most of their comprehension. They do not care about your UTO trace report.
Follow the basic trouble shooting tips from EA first, as those are good steps to take any way.
Thank you for getting back to me @EA_Aljo.
EA_Aljo
Community Manager
4 years ago
@Runecrafted

That's fantastic! I'm so glad they were able to get you taken care of. I know I'd have been extremely frustrated as well. If anything else comes up, reach out again. Have fun and good luck!
atewonate
4 years ago
I'm having the same exact issues you reported, but for Xbox Series X. Been going back and forth with ISP and EA. Finally have a technician coming out.
What was hardware fault in particular? Did they just replace the gateway modem?