Community ManagerCQR = 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-
These are my observations during testing the game. See if this helps to identify root cause.
Community ManagerYou'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.
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.
@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.
Community ManagerI knew higher packet loss was going to be possible. Are you also disconnecting when playing over a mobile hotspot?
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.
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.
Community ManagerUnfortunately, 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.
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
I've been playing with this internet for years
The problem is not package related. I tried all the steps you suggested regarding your servers, but nothing changed.
In short, I did all the steps you could suggest.
I am telling you that this problem is not a problem with my internet, this problem is caused by the bad FC 24 servers.
x If you look at (Twitter) you will see that everyone is encountering ea server errors and has even been receiving these errors for a long time. I contacted the ISP and they said there was no problem. The problem is that Ea continues to victimize its players. EA is over for me from now on, I won't even touch their games.
You say that the error I have been receiving for 35 days is an internet problem, so what is the error in the Brazilian servers? I'm currently getting the same errors as those on Brazilian servers.
