Re: you lost your connection to your opponent seasons

Hi@EA_Aljo 

As per your instructions, I changed DNS settings and tried for 1 month.

Below are my findings-
1. Connection score on EA report improved than previous score (above 95% now)
2. I didn't observed any significant difference in Packet loss stats. (kind of mix stats)
3. Whenever packet loss stats record 0.15 and above, match disconnected in game. Same time on my laptop live match/live stream running and no delay/lag there.
4. Matches which are disconnected during last one month, few seconds before I have seen red square symbol of packet loss (max 2-3 seconds).
5. I tested packet loss of my Internet using other 2 options too - First one using command line and 2nd one using packetlosstest site. Both gives me zero packet loss. Only EA connection report records packet loss.
6. Another observation is, even though live match, live stream etc. running properly without any delay/lag; FC 24 game gives error saying check your home network. This happens quite frequently even when I am doing menu stuff or playing squad battle game.

Please let me know if you need more information this.

EA connection report score as on 28 Feb 2024

Match History stats

Packet loss test using command line on windows machine

Packet loss test using packetlosstest site

Some of disconnects during menu and squad battle games-

@sanket_360 

Do you still have the same issue if you don't live stream while you play?

@Anmguedes 

I'd like you to run the Connection Quality Report and get me a screenshot of the overall score as well as the match history. You can find the button for that on the left side of the screen.

@sanket_360 

When you are doing the packet loss tests that aren't part of the CQR, where are you getting that IP from?

@EA_AljoWhat do you mean by CQR?

For command line test, I used Google DNS and Cloudflare DNS IP address.
For packetlosstest website test, I used default settings available on website.

Here it is. Please, let me know if you need anything else.

@sanket_360 

CQR = Connection Quality Report

Ping tests are going to vary depending on the location of the IP you're pinging. So, they aren't going to be an accurate representation of your connection to FC 24. Your CQR shows a fair amount of packet loss. That is coming from your ISP or equipment. Also, streaming while playing can have an effect on your packet loss. Any other devices that are connected to the same network are using up bandwidth. Especially when streaming media while you play. Have you tried not streaming anything and disconnecting other devices to see if there's a difference?

@EA_Aljo 
Please see my inline reply to your last comments-

Ping tests are going to vary depending on the location of the IP you're pinging. So, they aren't going to be an accurate representation of your connection to FC 24.

I understand that ping test going to vary depending on IP but I have used them only to identify if there is any issue with my Internet. (Since EA is not going to provide their IP to trace route)

Your CQR shows a fair amount of packet loss.

Yes, only CQR points out possible packet loss. which makes me thinks only problem with FC24 connection.

That is coming from your ISP or equipment.

If there is any issue with my ISP then this should be able produce with anything other than FC24 connection. Only CQR point it out.

Have you tried not streaming anything and disconnecting other devices to see if there's a difference?

Yes, I have been playing without streaming. There is no difference. Frequent disconnection is common then too. (I used streaming example just to identify my internet is down or not).

For 4-5 hours, when no one at home, I have kept only one single connection to PS5 active. (Even my mobile was disconnected from wifi), During this window too had couple of game disconnection.

I understand that, when you have heavy usage on home internet connection, packet loss can happen and this can lead to delay/lag. which is fair.
But due to small amount packet loss (in my case ~0.15%) game should not disconnect.

Here's what you need to do to test out-

• Use normal home fiber internet connection which is not Dedicated Internet Leased Corporate Line (or whatever called in your country/region).
• You can use either DNS settings which you mentioned earlier or default LAN cable connection settings which normal player base is using.
• Put some kind of packet loss which will produce Red square packet loss symbol in game at least for 2-3 seconds (not sure how you can do this but your network engineer might be able to help you).
• Play online mode like ultimate team.
• Whenever this red packet loss symbol appears for more than 2-3 seconds (in CQR terms more than 0.15%), your game will be disconnected. You will be thrown out of Ultimate team.

These are my observations during testing the game. See if this helps to identify root cause.

Did you have any time to check informations I’ve sent?

@sanket_360 

You're not pinging the servers you're playing on. The routing your ISP is taking could still generate packet loss. 

As a test, try connecting your console to a mobile hotspot. I'd like to see if there's a difference when you're on a different connection. However, it will most likely also be a poor connection due to being wireless. It still would be good to test though.

@Anmguedes 

Can you switch to a wired connection or is your router too far away?

@EA_Aljo 

I know that, I am not pinging EA servers where I am playing on. (EA will not share these details). I mentioned earlier also, these Ping Test, Live stream, Live match etc. I have used as an example to eliminate issues with my Internet.

I will give it go with mobile hotspot experiment too and let you know results in few days.

Meanwhile can you please check from your side, why game disconnection happening with very small packet loss? what is a threshold for game disconnection when Internet connection active?
If you scroll through AnswerHQ forum, you will find enough threads which suggest that lots of users are having these game disconnection even though their Internet connection working.

I already did this and I’m facing the same issue. 

I have been facing this problem for 20 days. I followed the instructions of the EA support team exactly. I opened 10 topics in the forum. No one helped and could not solve the problem. The EA team in the forum does not help.

What is the chance we have to find someone that can really assume the problem is really EA servers and give us a solution or, at least, an explanation about the problem? This game is not cheap and EA is not a small company. They have resources to find the problem, believe in their customers and solve it. How long time more we gonna need to wait and keep complaining with no one listen us and solve the problem? 

@EA_Aljo Below are the CQR stats from mobile hotspot experiment which I performed-

In below image, first record incorrectly captured by CQR, this match was played on mobile hotspot (Type of Internet & ISP column values are wrong.)

Please let me know if you need any other information.

@sanket_360 

I knew higher packet loss was going to be possible. Are you also disconnecting when playing over a mobile hotspot?

@Anmguedes 

Did you power cycle your equipment when switching to a wire? If not, please follow these steps: unplug your modem/router and console. After 2 minutes plug in the modem/router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not.

If that still does not help, please run the Connection Quality Report again so I can see what your wired connection is like.

@Cant3k 

I'd like you to run the Connection Quality Report and get me a screenshot of the overall score as well as the match history. You can find the button for that on the left side of the screen. Thanks!

@EA_Aljo Yes, all 7 games I tried on mobile hotspot got disconnected.

One more thing I notice is, Ping captured by CQR in 2nd last match is above 130. But in-game, it was between 30-75ms.

@sanket_360 

Unfortunately, I'm out of ideas at this point. I still believe this is an issue with your ISP or equipment. I'm not currently aware of any issues on our end that are causing disconnects. You can also try contacting an advisor by opening a case here to see if they have any other ideas.

@EA_Aljo 

Thank you for your time in this matter. Answer is within your last comment - "I'm not currently aware of any issues on our end that are causing disconnects."

I have already shared possible steps to reproduce this issue few days back. I am reiterating again, Issue is not with My Console/Internet or EA servers. There is whole lot of internet world which sits between console and ea servers, this is probably causing issue here. There is some kind of Throttling. Load balancing or anything of that sort happening for FC24 game connection. FC24 game works perfectly fine when there is LAN network or dedicated ISP line. Problem happens on Home based fiber/broadband connection. If you could share that with your game tester, they must be having appropriate test cases for this scenario.

Some more recent threads I came across on this forum for your reference-

https://answers.ea.com/t5/Ultimate-Team/Whats-up-with-the-disconnects/m-p/13526000#M20322

https://answers.ea.com/t5/Ultimate-Team/ea-fc-24-high-packet-loss-unplayable-game/m-p/13468420#M19332

https://answers.ea.com/t5/Ultimate-Team-Content/Loosing-connection-during-squad-battles-and-yes-my-internet-is/m-p/13465863#M4431

I've been playing with this internet for years

@Cant3k 

You're getting a fair amount of packet loss. Most likely, that's the issue. Have you had your ISP check your connection for any issues? What troubleshooting steps have you tried so far?

The problem is not package related. I tried all the steps you suggested regarding your servers, but nothing changed.

@Cant3k 

Can you tell me which steps specifically so we don't repeat those?