Community ManagerHi there, @Stu_Laudrup1873
Thanks for reaching out. We should go through some connection troubleshooting to see if we can find out why you keep disconnecting and lagging. First, 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.
@EA_Aljo wrote:Hi there, @Stu_Laudrup1873
Thanks for reaching out. We should go through some connection troubleshooting to see if we can find out why you keep disconnecting and lagging. First, 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.
Hi I've attached a screenshot.
Community ManagerCan you also get the match history as I mentioned previously? Thank you.
Sorry, attached now
@Stu_Laudrup1873 wrote:
@EA_Aljo wrote:Hi there, @Stu_Laudrup1873
Thanks for reaching out. We should go through some connection troubleshooting to see if we can find out why you keep disconnecting and lagging. First, 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.
Hi I've attached a screenshot.
Attached now
Community ManagerThat's not quite it. There should be a list of matches with their ping and packet loss. You get this when click on Match History on the left side of the CQR screen. So far though, I'm seeing some packet loss and that is why you're disconnecting. When did this start happening and have you tried any connection troubleshooting yet?
This is happening many users. Im on ps5 and its been going on all evening and earlier today. Other users also reporting same issues. Random disconnects. Unable to log into the ultimate team servers, Menu freezes. Transfer market freezes. Nothing wrong with my internet connection. No issues on any other game.
@EA_Aljo wrote:That's not quite it. There should be a list of matches with their ping and packet loss. You get this when click on Match History on the left side of the CQR screen. So far though, I'm seeing some packet loss and that is why you're disconnecting. When did this start happening and have you tried any connection troubleshooting yet?
It started happening yesterday, and just been on there and it's still happening. I can't get logged onto ultimate team it just loads for 5 mins then says there was a problem connecting to FUT servers. I've had to restart the game several times already. I can't browse on the menus for more than a couple of mins before it kicks me out. My Internet connection is perfect I use LAN cable and have fibre broadband.
It's literally only FC25. However having read the forum, many people are suffering with this. Aren't you guys aware? I've attached screenshots
@EA_Aljo wrote:Hi there, @Stu_Laudrup1873
Thanks for reaching out. We should go through some connection troubleshooting to see if we can find out why you keep disconnecting and lagging. First, 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.
It's happening in game. 2 of my champs playoffs games I've been kicked out of and received losses. Fortunately I managed to win the other 3 but this is gonna cost me wins in the finals and therefore rewards. I need this rectified please it has zero to do with my connection to my Internet dropping. It's solely the FUT/EA servers
Also admin, I'm having the same issues as everyone else that when I open a pack it crashes and I have to restart. Same as sbc's. So whilst I appreciate you have to do your jobs and check it's not the user's connection, surely you can acknowledge there's a much wider and larger problem considering so many people suffering the same.
Community ManagerBoth you and @Rhymes_IRL have BT as your ISP. It's very possible this is an issue on their end. We will continue to monitor for issues with our servers. Unfortunately, I don't have anything else to suggest except making sure you go through all the troubleshooting steps here.
@CoYi_123 As long as you remain on a wireless connection, you will experience lag and disconnects a lot more frequently than using a wire. That is to be expected and is completely out of our control.
@EA_Aljo wrote:Both you and @Rhymes_IRL have BT as your ISP. It's very possible this is an issue on their end. We will continue to monitor for issues with our servers. Unfortunately, I don't have anything else to suggest except making sure you go through all the troubleshooting steps here.
@CoYi_123 As long as you remain on a wireless connection, you will experience lag and disconnects a lot more frequently than using a wire. That is to be expected and is completely out of our control.
But it's not just us, if you look on twitter and on here there are many many more having the same problem. Are we all on BT. As I ran a diagnostic on my router and all is perfect. Also, other online multiplayer games work fine so how can you explain that? So you're saying this is just going to stay like this as there's nothing you guys can do? Come on lads, there's hundreds if not thousands of people suffering with this and being unable to open packs , it's not a coincidence
you say its out of your control but your not understanding my point, if the WiFi is seemless on multiple games (Including Pro Clubs which is on the EA servers AND even gameplay when I manage to get through the menus) then it is an EA issue, the menus are unbearable and have been since the recent patch for myself, is there anywhere I can escalate this? any contact details I can reach out to?
@EA_Aljo wrote:Both you and @Rhymes_IRL have BT as your ISP. It's very possible this is an issue on their end. We will continue to monitor for issues with our servers. Unfortunately, I don't have anything else to suggest except making sure you go through all the troubleshooting steps here.
@CoYi_123 As long as you remain on a wireless connection, you will experience lag and disconnects a lot more frequently than using a wire. That is to be expected and is completely out of our control.
Also I've attached my speed test results direct from BT themselves. Have a look
So is there something we can take to our isp (BT) and tell them like IP addresses that we need to connect to, something to offer them a bit of guidance so they can troubleshoot.
@Rhymes_IRLYeah it's many users but not all. There are quite a few threads on here about it already. It's just painfully slow and kicking everyone out, behaving like they are under DDOS or something. Weird they haven't posted about it publicly yet, would save people a lot of panic if they knew it was a known issue. Clearly something they need to fix.
Also clearly not ISP specific considering there have been reports from people in other parts of the world if you look at different threads. I get the staff on here are mostly troubleshooters but it should really be escalated at this point. We would escalate it at my place after this many reports.
Hi I've also been experiencing my game not loading and getting kicked off servers wich started yesterday evening and has proceeded onto today and I've been looking for many solutions but still can't figure it out
I'm also with u on this very positive that it's not BT as I'm also with them I can play any other game completely fine with full connection just eafc servers
@Rhymes_IRL wrote:So is there something we can take to our isp (BT) and tell them like IP addresses that we need to connect to, something to offer them a bit of guidance so they can troubleshoot.
I've just been off the phone to them and they checked everything. There's nothing wrong their end. When I explained that other games work fine they were a bit like "well can't you put 2 and 2 together and contact the game manufacturer ", however EA are just putting their fingers in their ears and not acknowledging there is a widespread issue
I think a twitter thread is needed on ea communications to let ea know and hopefully sort this out
I just find this ridiculous cause I really thought it was a problem on my end but now it's clearly not I just find it frustrating that it's not been identified and tweeted out by ea at this time
Yeah it's not ISP. Going through troubleshooting steps to suppress the noise a bit is so frustrating as like you say, it can from a customer perspective feel like fingers in ears.
It's an annoying one for sure as it clearly is affecting a lot of people but it's not hundreds of thousands to the point they can't ignore it publicly.
Most people don't report issues, especially internet connection related since they don't realise it might not be 'just the router being bad' which is a generic response. I suspect it is actually pretty widespread and their error reporting should be showing that if they bother to look properly.
@Worble wrote:Yeah it's not ISP. Going through troubleshooting steps to suppress the noise a bit is so frustrating as like you say, it can from a customer perspective feel like fingers in ears.
It's an annoying one for sure as it clearly is affecting a lot of people but it's not hundreds of thousands to the point they can't ignore it publicly.
Most people don't report issues, especially internet connection related since they don't realise it might not be 'just the router being bad' which is a generic response. I suspect it is actually pretty widespread and their error reporting should be showing that if they bother to look properly.
Surely these guys get alerted when games disconnect or when randomly kicked out of the server? It's happened multiple times over the last 24hrs and god knows how many times I've had to close the app and open it again.
Going from posts on here and on twitter it's a much wider problem than they are willing to admit. But in the mean time while they ignore it, players are unwilling to play. Particularly with the weekend league coming up when I'll have a few disconnects no doubt which cause me losses and therefore rewards.
An acknowledgement of this issue and a statement showing they're actively looking into it would be sufficient just now and not just "can't really suggest anything "
.
Just the nature of massive companies unfortunately, and many will work from home and so won't be alerted as readily due to relaxed schedules, timezones and not having colleagues there around them in person.
The forum guys are basically community admins with a job title. They're helpful but it's just another forum moderator roll where to get anything real done they have to escalate the problem with good evidence. Most people are just angry, clueless and moaning so their job is noise suppression largely and curating the good threads from the bad. It's a tough job but they have limited effectiveness.
what really matters is their operations management department should be seeing pages of logs telling them their is an issue but in bigger companies these guys can tend to be a bit slow since most of their job is sitting watching things happily tick over.
I've always felt communication is EAs biggest issue. In the entertainment industry you have runners who act as go betweens, in warehousing you have teamsters who do a similar job. EA don't have nearly enough of this role going between departments and they certainly don't have enough freedom to give end users information that would help. EA are old school faceless and scary corp style where the world has moved towards more open transparency.
sorry for the essay but that's basically it. They should copy paste this reply and tell everyone really. It helps to be honest and transparent
Community ManagerAs a test, can you switch to a wire to see if your connection improves? If you do, make sure you power cycle your home network and console/PC.
For everyone else, packet loss is not on our end. This is what is causing your disconnects. There are many variables outside of our control that causes this to happen. Speed is not one of them though. High speed is great, but it doesn't mean you're going to have a stable connection. A race car can't reach top speed on a road full of holes. Your data is routed through various hops. You also have to consider your equipment, the traffic in not only your home, but your region. Your ISP's equipment is also part of the equation.
We can only control our own servers. We are not currently seeing any issues with them that would cause disconnects and lag. Since we are going to just keep going back and forth on this and not be believed, I'm going to lock this thread. There also is misinformation regarding our roles here as CMs. This is not the place for those discussions.
We are always happy to troubleshoot connections. There is only so much that can be done due to the near limitless combinations of equipment, ISPs, and regions. Not to mention, every game is different. So, just because other games work, but one has problems doesn't prove the issue is with that particular game. Every game has different servers, different routing, different amounts of data being transferred, etc. If anyone wants to legitimately troubleshoot their connection, you're welcome to start a new thread. Otherwise, we'll continue to monitor for any issues on our end.
