I had heard that EA's support was awful and I have to say that was the worst support experience of my life.
A little breakdown of the laughable experience.
1. I explained the situation completely and referenced the link to this forum
2. My support "advisor" sent me 2 articles that were specifically for windows after I told him I was on a mac 2x
3. He tired to tell me my issue was resolved when we hadn't resolved anything
4. He tried to get me to "bypass the router" by unplugging it. This would have disconnected the chat. He clearly didn't have a solution, and was trying to get me to disconnect so he could move on to the next in queue.
Everything I've heard abut EA is apparently true.