Community ManagerHi there, @O_xTanjax_O.
We're currently investigating reports of connection issues, but I can see from your UO Trace that you have packet loss. It's starting before you reach our servers so it appears to be on your ISP's end. What troubleshooting have you attempted so far? I'd like to avoid repeating those steps. Also, I assume you play on a wired connection? Your test appears to be wired.
@EA_AljoWell, I started with the basics. I had a static ip, set that up and it changed nothing. Made sure no ip conflicts with devices so I made sure to set DHCP to default so it handles that(no fix). Then assuming it was a hardware issue, bought new ethernet cables, and reset my modem/router(no fix). Came and found this forum out of desperation and I followed the entire connection guide (as you probably can tell). I even upgraded my connection (which is expensive) and still no fix. EA_Atic told me to tell my ISP about the routing hitting bad servers, which I did yesterday with 5-6 different representatives and they all "refreshed" my modem and said "Everything seems to be fine on our end". So, then lastly I came back here and complained again. What should I actually need to tell my ISP word for word, because nothing seems to working.
Community ManagerHave you shown them the results of the UO Trace? That may help them see what's going on. Also, did you try alternate DNS settings? If not, those instructions are here. If you don't see a difference, try the Google DNS servers. Those are: Primary alt number 8.8.8.8 - Secondary alt number 8.8.4.4. Let me know if that makes a difference or not.
Community ManagerThanks for trying. Does your router support QoS (Quality of Service)? If so, make sure it's enabled.
That's odd their support team wouldn't know what packet loss is. You might want to see if you can go a tier up with their support. Would it be possible to run the UO Trace again so I can see if the results are the same?
@EA_Aljo currently at work and cannot test UOTrace at the moment. Would it be okay if I send it here later or direct message you later on today with the results?
Community ManagerThat's fine. I'm going to be out of the office tomorrow and Saturday so if you post it later today, I may not respond until Sunday.
Community ManagerSounds good. Thanks.
Also Note: Both results are way different until it hits around 8pm-10pm (This was never a issue). @EA_Aljo (Also noticed I changed the IP for the bottom one before it finished so the 2nd image actually represents easoea. My bad
Ye I had my port open for apex and playstation. Did nothing so I removed them n same issue.
Community ManagerThanks for the response. Unfortunately, I don't have anything else to suggest. So far, it looks like the issue is on your ISPs end since the problems are occurring before you reach our test server. You could try contacting an advisor to see if they have any other suggestions. To do that, 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.
Community ManagerIf you can, try showing them those test results and point out the packet loss. That should help them figure out what's going on.
Community Manager
