i spent 3 hours last friday on phone talking with your support , today sent 2 hours talking with your support the same that asked me to post in the forums so the devs could see and awser but what i got both times is that all the tests where made and they dont have more solutions or know what to do next .
i requested a new game for weeks and it was refused , i requested a refund and it was refused , requested EA contact to contact them directly and the contact was refused so in all of this who is EA and what kind of company is it ?
thank god i never had any trouble with other games from EA or anyone else but from what i see any other company solve the problems fast one way or another still i am here after 3 damm years and no one from EA seems to get that .
@EA_Atic you have here what you requested , instead of you guys try to look or act like i am the bad guy here probably you should take out the EA sign and put yourselfs in my shoes maybe you would understand that no one here or anywhere else would lose 3 years around a game without requesting what i did and this is a problem that EA needs to solve not xbox or anyone else
well this isnt something i didnt expect already because for the past 3 years if i learned something is that EA doesnt respect their costumers neither desserves any kind of respect , what i wasnt expecting was that this was something global inside the company because just the fact that no one from the team had the guts to contact or answer anything after all the reports shows a lot about them .
this whole place and company make me sick and shouldnt be part of the game industry
i am going to pass the part of the requested game and be direct on this one , i am tired of going to the support and requesting them to have the problem solved with them requesting the same time after time .
i will put here all the troubleshooting i did , everything or almost with screens sent to the cases .
on xbox supoort i unninstalled and installed again the game 3x then erased completly my disc 3x too and installed all again , tried with other profiles , did hard reset multiple times , tried wired and wireless connect , check connection , change the ip adress and try with another ISP in another house.
at the EA support unninstaled and installed the game again , changed the configurations , filters and options within the game (all with screens there ) , contacted my ISP , did uo trace multiple times , unninstalled and installed the dlcs , opened router ports , opened all router doors by putting xbox on bridge mode with the router .
situation , my first contact was done in 2017 and since then i have thousands of contacts with the support by chat , some here and by phone but the problema still exists .
a couple of months ago i said ok this is enough because everytime i come here they ask me to do exactly the same steps time after time so i requested another EA game for a lot of reasons specially the price of 90 dollars and the time i lost .
some people asks why noy asking a refund before , i did request it from microsoft and their answer was that before that i had to contact EA since it was a problema in game .
after that i requested EA the same and they said "we cant go to that step until all the other options within the game are done" and here i am with the exact same conversation time after time.
isnt possible by the system replace a game on xbox after 2 years neither refund and in the other hand microsot dont owns EA games so EA cant ask Microsoft to do their job .
i am here hope unlike the other times this post stays here and i have answers from the devs behind the team , i was asked to do it by the support and expect that this time someone actually answers because this is enough and a shame for EA
DICE TeamSorry for the delay on this, @Hellguardian44 that is my bad.
Looking at the Uo-tracer everything is looking good, great start to see where the issue could be. Do you have a 4g device that is not using the same network company as your landline? The idea is to use it to connect your device and start Battlefield 1 and see if you get different results and see if you get more servers in the server browser.
Also who is your ISP and what country are you in, this is to get more detailed information on where the issue can be.
/Atic
@EA_Atic i am sick and tired of a lot of things and things that not have to do with you but lets start .
how many feedback did your senior team already got from my contacts ?
for ao long is my post here in your forums and where is the game team awers about all of this ?
there are limits to alot of things and i didnt pay 90 dollars for a deluxe version of a game to play it 3 years later .
i went to your support and it is amazing to listen your agents say that i dont let them help me , they dont read or have alot of problems understanding things but you can tell me (if you want) how many time did i spent doing your tests or how many times did i unninstal and install again 80 gb or 2 tb just to do your tests or how many times did i call ea or contacted you by Facebook , Twitter or chat to have it solved before i even asked anything.
again , there are limits and i tried to give you as much credibility as i could but all i got was imcompetence and disrespect until i said enough is enough .
i spent 3 hours on chat talking about religion , christmas and whatever just waiting for a solution to be given and after 3 hours waiting what i got was that there was not a single solution , you couldnt do anything all i could do was to post here and have them send feedback.
what kind of place is this ? how can you tell a costumer that spent 90 dollars i am sorry your game dont work and you lost 3 years with us i send feeback and all is great.
how about dice or whoever from them that watches the forums or gets the feedback ? they didnt got anything or just act like they dont give a damm about anything ?
you act like a third world company without any kind of respect for whoever buys your things with a support that the only things they know what to do is send na email with teh exact same steps time after time like they dont even know anything about their job , they refuse supervisor one time after another even knowing that is a right a client haves .
i am sorry but i dont tolerate this kind of things and if you want my feedback here you have it and you will keep taking with me until someone assumes the responsability of everything thta happened this past years .
regarding dice or EA , not a single dólar will leave my pocket to any of your things again because you dont desserve my respect much less my Money , you dont ask for respect you earn it amd you have done everything you could as a company to lose mine.
i will awser your questions just so i dont get the same thing i get in your support because like i left clear before , battlefield 1 isnt an option anymore for me .
my ISP is MEO and the country is Portugal , the tests another internet connection was tested 2 months ago when i contacted you by phone
ere are the awsers ?
i na waiting
DICE Team@EA_Atic i didnt do any uo-trace with it just tried the game normally online and was the same but since the house wasnt mine i didnt use any pc to do that tests
DICE TeamDICE TeamHello @Hellguardian44 sorry for the delay on this!
Okay that is fair, do you know anyone that don't have MEO as isp close by that you can test the game and see if the same problem is happening.
/Atic
here you have the open doors and the tests results done today again , i am more than tired of listening to this time and timea gain
another thing , i will not keep accepting agents at the support saying things like "ohh find a better internet" i have fiber 500mb down and upload which is probably better than their internet .
i will not accept either agents saying "your problem is easy , ytou have to play the campaign to unlock all the online game modes" . is this the kind of people you have giving the support ? people that know exactly nothing about your own games ?
agents saying battlefield only have 1 mode online etc.. so this needs to stop , if there is no competence doing the job isnt my problem because like i said i want ea to pay for the game and i think the reasons are more than clear
@EA_Atici assume you are out of options like i have hear thousands of times already and i can accept that what i cant accept is people thinking i am some fool or that i dont know about things .
just came from the support after doing more tests and now another excuses arrive so lets talk about them , first i have too many hops on my test and that is the cause of everything.
Understanding your results
There are a few things to keep your eye out for when running these tests.
High ping times: If your average ping times are often above 150ms, you’ll see slower response times in-game. If they’re over 200ms, you’ll probably have connection drops.
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
Big differences between the best/worst ping times: This is a good indicator of an unstable connection. The difference between your best and worst ping times should be 100ms at most. If it’s more than that, that means a jittery or spiky connection.This is what causes lag in games and is the source of frustrating inconsistencies in performance. If you see this in your UOTrace, talk to your ISP about that, too.
this is what you should look for in your tests right ?
16 hops ( said it was a lot and the cause of this mess) how many do you have in your website ? 1 ? ohhh wait 16 too .
high pings - 116 was my higher average , far from 150
packet loss - everything between 0 and 100 %
best \worse pings - max difference was 49 so far from the 100 too .
there is a screen with my ports open , there are multiple contacts dne with my isp this past days with speed tests of stable 500 up and down and there are all the other games working perfectly fine but still you guys try to find something and make me lose more time around things that doest have anything to do with this .
you guys are tired of closing posts i make asking explanations from the game devs or EA but all i see from your support is people saying lies day after day , people that are there working but doesnt understand a thing about their work or their jobs and that is a shame i guess we are really reaching a very critic point where things need to happen because there are limits including of respect for your costumers
amazingly i went again to your support and asked to talk with a supervisor and na agente comes to me and says he will do his best to help me , 1 minute later was saying that my uotrace was imcomplete that i needed to lt it go until the end . i would laugh hard about all of this but at this point i just think all of this is just a very bad joke and you cant all be this bad as a company
DICE TeamHey @Hellguardian44 sorry to hear about your interactions with EA support - feedback will be sent on.
Looking at the uo-tracer you posted.
Lets start with Red: Having your ping spiking in your home and get worse over time is not a good indication of stable internet and can be one of reasons you don't see all the servers in game. Going 302ms is bad and anything above 100 different compered to ping best is bad.
The 1434 is still EU servers and spike is going above what the ms would be to our space station for reference.
Dark Red: The best is good but the worst is still showing the problem that start at your home and your ISP servers hubs outside of your house, you are not losing data and that is good but because of delays you would be timed out from our games with those spikes.
/Atic
@EA_Aticyou didnt analise the last result , that is the one that matter because all the other were taken doing tests .
it was uploaded already but there you have it again and nothing of what you say exists in the test
regarding the problems with your support like i said this has reached a point where somtething needs to happen if not i will have to do something about this because when i send the report from yesterday and i have people telling em i have to unlock the modes , there is only one mode , my test isnt complete ou that 16 is to many hops isnt acceptable , shows imcompetenceand a total lack of knowing about your own games .
the worse part is that even the supervisors know nothing , their knowledge shows is zero not even a test they know how to do and read
i think you all know me by now so i will jump the presentations .
the contacts with the support have been all recorded and i want to move on with a formal complaint agaist EA and the support .
when we buy a game first we expect to like the game and it to work , then we expect if we have any problems that we get a support with knowledge and tools to solve our problem .
for some reason i dont have acess to my chats with the support trough the cases latelly which isnt acceptable , second i dont accept agents telling things like "too bad find a better internet providor" i dont contact a support to get opiniões regarding what internet should i contract specially when my internet is 500 mb .
third i cant accept multiple agents telling me "ok you only get one mode and server on battlefield 1 because you have to unlock the modes trough the campaign" , the support doesnt even know your own games ?
forth , i dont accept agents asking me to do the uo.trace but after showing complete lack of knowledge on how to read the results , for exemple multiple times i was told that my uo trace was imcomplete because only had 100 pks , i was told my results were bad because i had 16 hops and a lot of other things .
what makes this even worse is that some of the people that dont know how to read the results were supervisor which makes things even harder to understand .
i could keep showing more reasons for the complaint but i think this is enough for now .
i have created 2 complaints already the way asked on the website both times the complaints were stopped at the support saying waiting for the player without being possible to see the complaint or waiting for the player on what and when the support was contacted regarding that the information was that a uo trace was asked in the complaint in order to solve the problem.
lets see if i understand this , i make a complaint but the complaint goes to the support to be sent but instead of sending it the support reads it and asks me things to solve the problem .
i assume when someone makes a complaint it is to be analized but none of them even left the support.
what i want is to make a direct complaint were i will sent all the proofs and show all of this so EA , wakes up and does something towards this poor support because i am tired of it
i am still waiting for awsers from the team and someone to man up and offer a solution to all of this
one more time a case was open with a complaint and sent by the support or at least should have been but there is no open case regarding that and after one week no awsers either , i am starting to be lost for words when it comes to descrive your support
@EA_Atic will you guys just stop merging things , as i see there are no interest on solving anything from ea part and i am ok with it still i have all the right to make a formal complain.
the fact that is a case open (that you guys take ages to awser everytime ) doesnt mean i cant open a case just for a complaint trga<rding everything that is already more than explained.
it is ok to admitt you cantr solve this or that but at least say it and more important than that ea needs to realize that this needs to be solved if not one way it will have to be another but this whole situation is already more than an insult to me
im waiting and i still dont see anyone from the team EA or whatever awsering anything , we are not here playing around and i think ea already have a lot of things to feel ashamed of in all of this case the problema at this point isnt about being able to solve this or that but about respect
the contacts with the support have been all recorded and i want to move on with a formal complaint agaist EA and the support .
when we buy a game first we expect to like the game and it to work , then we expect if we have any problems that we get a support with knowledge and tools to solve our problem .
for some reason i dont have acess to my chats with the support trough the cases latelly which isnt acceptable , second i dont accept agents telling things like "too bad find a better internet providor" i dont contact a support to get opinions regarding what internet should i contract specially when my internet is 500 mb .
third i cant accept multiple agents telling me "ok you only get one mode and server on battlefield 1 because you have to unlock the modes trough the campaign" , the support doesnt even know your own games ?
forth , i dont accept agents asking me to do the uo.trace but after showing complete lack of knowledge on how to read the results , for exemple multiple times i was told that my uo trace was imcomplete because only had 100 pks , i was told my results were bad because i had 16 hops and a lot of other things .
what makes this even worse is that some of the people that dont know how to read the results were supervisor which makes things even harder to understand .
i could keep showing more reasons for the complaint but i think this is enough for now .
i have created 2 complaints already the way asked on the website both times the complaints were stopped at the support saying waiting for the player without being possible to see the complaint or waiting for the player on what and when the support was contacted regarding that the information was that a uo trace was asked in the complaint in order to solve the problem.
lets see if i understand this , i make a complaint but the complaint goes to the support to be sent but instead of sending it the support reads it and asks me things to solve the problem .
i assume when someone makes a complaint it is to be analized but none of them even left the support.
what i want is to make a direct complaint were i will sent all the proofs and show all of this so EA , wakes up and does something towards this poor support because i am tired of it.
i have here two files , one showing my uotrace and the fact that everything is ok and the second showing my case with thousands of contacts erased for some reason after the last complaint i made .
i want explanations from EA and the game team regarding all of this
DICE TeamI merged the topic as we have stated prior not to make a duplicate post on the issue.
If you want to do a formal complaint then you can reach out to EA support it's not something we can help with on the forum. Support is equipped with handling formal complaints request.
For the issue as I stated above and showed in the Uo-tracer its related to the network and not something, we can help with and suggest that you work with your ISP around the issue.
To add the above to it having the best to worst going up in thousandth is a sign of really bad stability with the network.
I know this is frustrating as you only want to enjoy the game however both of these issues are out of hands and I will be now closing down this topic.
/Atic
