Re: talk with the team

i am still wait for the team to contact me and i am getting sick and tired either of going in your support chat ask to talk with a manager and have it refused . 

this is a problem with your game i want this solved or i will have to make a public complaint against you , i think this is enough 

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@jambasman wrote:

i am sorry but you guys cant act like if this is nothing , i gave 90 dollars and as they said the game works the same way as if it was bought from you the point isnt that but the fact that i paid 90 dollar for your game and after doing all the test with your support and xbox team  cant play it . 

i played your battlefield v beta exactly the same way without problems so no , you never need the live gold in your account unless for the free games or promotions  so again i want to talk with the team and i am waiting for their answer because i will not send 90 trough the window

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The answer has not changed from the last time that you posted this issue here: https://answers.ea.com/t5/Technical-Issues/want-a-full-refund/m-p/7035088#M33769

The bottom line is that you purposely chose to purchase a game key from an untrusted third party retailer G2A so all customer service issues regarding your purchase must go through G2A since EA does not possess your money so they can't give you a refund nor can they give you any form of compensation - only G2A can refund your money or provide other compensation since you are their customer.

If you have a technical issue preventing you from playing your game please post the details, your platform, and if on PC your specs and OS and we'll do our best to assist you. If your issue is that you don't have Xbox Live Gold then you'll have to purchase Xbox Live Gold in order to participate in the multiplayer portion of your game.

as i told you in teh first post this haves nothing to do with g2a , the game is perfectly fine if i want to play teh campain i can do it without any trouble so yes the problem is with in game things which means it is EA who needs to solve this and if i asked answers from the team is because all the other things were done already either in the EA support and xbox support 

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@jambasman wrote:

as i told you in teh first post this haves nothing to do with g2a , the game is perfectly fine if i want to play teh campain i can do it without any trouble so yes the problem is with in game things which means it is EA who needs to solve this and if i asked answers from the team is because all the other things were done already either in the EA support and xbox support 

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Please describe exactly what is happening with your issue since "in game things" is a bit vague. After re-reading both threads it sounds like you are unable to connect to multiplayer servers.  Is this your issue? You are playing on Xbox One correct? Do you have an active Xbox Live Gold subscription? Have you opened all of he multiplayer ports in your router as per this article from Microsoft https://support.xbox.com/en-US/xbox-one/networking/network-ports-used-xbox-live Are you able to play online with other games or is BF1 the only game that you experience this issue with?

after being 3 hours with the tecnical support from xbox and all the tests being made their answer was that i need to contact you to solve this or get a new game so i hope this time i have answers because i am tired of this and you need to respect your users , i dont accept that i go to  a chat ask a manager and it is refused . 

all the troubleshooting was already made including using your test tool so i think this is enough , its time that someone from the team comes here and solves this * because it has been almost 9 months without being able to play online with my friends while i can play any other game without any trouble including last week your beta 

Hey @jambasman,

So I took a look on the cases you have with us. I can see that you can only see one servers in the browser.

For the server browser filter can you use this filter: 

If that don't work then I just want to confirm that you have done these troubleshooting:

• Power cycle the Xbox and modem/routers.
• Open Battlefield 1 ports.
• Tried Wifi and cable connection from your Xbox to the modem.
• Reinstall the game.
• Cleared local and online saves.
• Tried another Xbox profile.
• Tried another Xbox console.
• Tried another Internet connection.

I saw that you have done a Uotrace. The Uo-trace is not completed as you only sent 30 packets, if you could do a new one to see how your network working when connecting to us.

For the refund of the game as our support have said and so have I. There is nothing we can do as the game was not purchased with EA. So any refund request would be going to the company that you purchase the game from.

What we can offer here on the forums is suggest troubleshooting to try to solve the problem for you, so you can go back to the game and play. 🙂

/Atic

after 8 hours running what i got was this 

i am done with this thing i never saw a support so bad like this in my life , no only they refuse to call a manager everytime i ask one but they dont understand anything about this . 

its just pathetic that i have to get this guys telling me to contact the xbox support because i dont have live gold and the problem  is that this dont happen one time this happens everytime like if i could get even 1 server without xbox live i really dont get how are they paid to do such a poor job. 

i am done with this , i will make a public complain against Dice and EA because this is unreal 

Hey @jambasman, based on that Uo-tracer you posted above you have 25% packet loss from your home all the way to us, your losing data when you are sending it over the internet. Its crystal clear that is where you network issues are. I recommend that you talk to your ISP about that packet loss you are having if all troubleshooting has been done that we have recommended. The % loss number should be 0% or 100% nothing in between.

You also have 150ms spikes from your router to the first ISP server outside of your house, that is not a good sign as you should be around 10ms and the stop after that you get 318ms spikes. These are massive spikes and showing that something is not working as it should with the network.

What you can do is call the ISP and show them this Uo-tracer as its showing that it is not working as it should, it is not a stable service.

Let me know if there is anything else I can do for you. 

/Atic 

i can play all my other games without any problems and why after asking so many times no one from the team contacted me already ?

where the hell is the people from the team ? i am still waiting for a contact to have this solved nd i am tired of not being able to get on chat r if i get have people refusing to call managers. 

Hey, @jambasman What I said still stands above, there is a clear issue on your network and that is something we can't fix for you and recommend that you contacted your ISP and use the Uo-tracer as an argument for ISP as you are losing data from you to us.

/Atic 

that doesnt change teh fact that none from the team contacted me and that i am able to play all the other games without any problems with teh same internet

@jambasman,

I've removed the second thread you made on this, please don't create multiple threads on the same issue as this is considered spamming which is against our forum rules. You've received the same response from our heroes, our Community Manager as well as our support, posting a new thread won't change the reply.

@EA_Atic has identified an issue with your ISP, looking at your UoTrace I can see the exact same problem with your packet loss. Here is a direct quote from our Connection Troubleshooting article packet loss also:

• Packet loss: If you see numbers other than 0% or 100% in the % Loss column, it means data is being lost at that point in your connection. If you see it in more than one place, or if the numbers are high, this is probably what’s causing your connection issues. Make a note of the hops where packet loss is happening, and contact your ISP to let them know about it

I'd also like to add that 25% is massive, it means somewhere along the way you loose a quarter of the information you send out. Not only that but it's happening across every single hop. As long as you have these issues you there is nothing we can do to fix your connectivity issues. All of the steps we've provided is as far as we can go.

In terms of a refund, we've also touched base on this on multiple occasions as has our support. Trying to get through to a manager will not change their reply. Refunding a game implies that we have to basically revert the transaction you made, we can't do so if you didn't purchase the game on our platform. You can also find this information on our refund policy article:

We cannot assist with returns for purchases made outside of Origin.

• If you bought one of our games or products from third-party retailer, you’ll need to go back to them to return or exchange your purchase. And remember, they’ll have their own refund policy.

I know this is frustrating as you only want to enjoy the game however both of these issues are out of hands, as we have mentioned this multiple times I'm now closing down this topic.

EA_Roger.