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.
Community ManagerThat'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.
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.
Community ManagerMuch 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?
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.
Community ManagerThanks. Really appreciate you coming back to let us know what happens. Good luck!
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.
Community ManagerThat'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!
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?
@Runecrafted What hardware did they change?
@O_xTanjax_O @atewonate 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.
@Runecrafted dammit I dont have no extender to even replicate such...my isp refuses to tell me what the hell is going on. Well ty
I would refer to my above recommendation which is to ask for a service technician to come out. Throughout my ordeal I spoke with 4 techs from EA over the phone, and 4 techs with my ISP. The default answer from EA will be that it's your ISP, and they are likely right.
As for the ISP, their over the phone technicians only know basic trouble shooting, and have little to no understanding of Packet Loss. The few techs that do, simply state that they need to send out a technician to solve the problem. They are right. Technicians in person have tools, and can troubleshoot. You may have signals interfering with each other, or you may need to update your device (which by the way, many ISP's have to do that for you).
Community Manager
