talk with the team
i dont know if you guys realize but an in game problem needs to be solved by the team dice\ea since the game "works" i cant go to ny retailler and ask anything plus i buy my things from whatever the ...
Forum Discussion
EA_Atic
DICE Team
DICE TeamHey @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
all teh configuration were done and sent in the screens about your questions , all of that was done including using my profile to play the game in a friends house and it worked on his game without problems the only thing that wasnt done was trying another internet connection.
i have Uo-trace running for 2 hours and this doesnt stop .
the refund situation is easy , the g2a answer was this last time i contacted them
Hello there,
I'm afraid that post-activation issues are not eligible for refund. Let me explain why...
Sellers from our marketplace are providing keys, that are unique and one-time use only. In the moment when you used key, it was simply consumed and can't be re-used.
All information about hardware and software requirements are always given on the product page, so each seller need to provide product consistent with the description. If customer (buyer) don't check those requirements before placing order, then we can't punish seller (which is also our customer) for buyer's mistake.
However if your hardware / software meets those requirements and you are still facing technical problems with the game, then I advise to contact directly platform support. They should be able to check precisely what's going on and guide you further.
Sometimes it's necessary to contact the game developer, but it's really rare situation. Why? Because game developer declares hardware / software requirements. If somehow their product isn't running on declared hardware / software, then they must release hot-fix ASAP.
I'm deeply sorry, however in given situation refund cannot be made. Let me know if I can help you with something else.
Bart W.
G2A Team
i tried to talk with the team but i guess no one comes here or tries to talk with me in private , i asked a manager and it was refused last time and i have all the right to get a refund or new game since i have this problem for almost 9 months and nothing is solved so will i be able to play teh game when ? when the servers are down because everyone else will be playing another game ? or will i have to forget this and buy a new one without being able to play this ?
i think someone from teh team should have nswered this already because either the xbox support and EA support did their things and nothing changed
i have Uo-trace running for 2 hours and this doesnt stop .
the refund situation is easy , the g2a answer was this last time i contacted them
Hello there,
I'm afraid that post-activation issues are not eligible for refund. Let me explain why...
Sellers from our marketplace are providing keys, that are unique and one-time use only. In the moment when you used key, it was simply consumed and can't be re-used.
All information about hardware and software requirements are always given on the product page, so each seller need to provide product consistent with the description. If customer (buyer) don't check those requirements before placing order, then we can't punish seller (which is also our customer) for buyer's mistake.
However if your hardware / software meets those requirements and you are still facing technical problems with the game, then I advise to contact directly platform support. They should be able to check precisely what's going on and guide you further.
Sometimes it's necessary to contact the game developer, but it's really rare situation. Why? Because game developer declares hardware / software requirements. If somehow their product isn't running on declared hardware / software, then they must release hot-fix ASAP.
I'm deeply sorry, however in given situation refund cannot be made. Let me know if I can help you with something else.
Bart W.
G2A Team
i tried to talk with the team but i guess no one comes here or tries to talk with me in private , i asked a manager and it was refused last time and i have all the right to get a refund or new game since i have this problem for almost 9 months and nothing is solved so will i be able to play teh game when ? when the servers are down because everyone else will be playing another game ? or will i have to forget this and buy a new one without being able to play this ?
i think someone from teh team should have nswered this already because either the xbox support and EA support did their things and nothing changed
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
- EA_Atic
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.
- EA_Atic
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
EA_RogerEA Staff (Retired)
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.
