Hey Darko
My Internet Service Provider, Deutsche Telekom, has completed their investigation of the connection path from my home to your servers and has officially confirmed they can find no errors on the outgoing path.
They have now determined that to proceed, they require a reverse traceroute to be performed by your network engineers. This is necessary to analyze the return path from your servers back to my network, which they suspect is the source of the high ping.
My ISP, Deutsche Telekom, is on standby waiting for this data to complete their analysis. This is currently the only way forward to resolving this issue.
Please escalate this ticket to your network team to perform a traceroute from your server to my public IP address. I am ready to provide the IP address privately via email or direct message when requested.
I can attach the latest screenshot from my ISP confirming this request.
Thank you for your cooperation.
Sincerely,
Mohamad
Community ManagerThis is not something that we would be able to do Tehh_Daddy.
It would be up to your ISP to reach out for such a request.
Darko
Hey darko ,
My isp ( Telekom ) is asking for your contact email . To reach out for the request .
Please if you can provide me an email so i can forward that adress to them to connect with you or the appropriate teams
Community ManagerThey can reach our to our live support team Tehh_Daddy here: https://help.ea.com/en/
Generally if there is an issue with an ISP then they should be able to fix it on their end by looking at how they are routing data.
Darko
Thank you for your final response.
To be clear, directing a major ISP's network team to a generic customer support link is not a workable solution for a complex, inter-company routing issue. That is not the correct professional channel for their engineers, and it effectively ends any possibility of resolving this here.
Since this support channel has reached a dead end, I have now compiled the entire history of this issue—including all communications with my ISP and our conversations here—and have submitted a formal complaint and escalation request through the EA Help portal
I now expect to be contacted directly by an escalation manager or a member of the network operations team who is empowered to resolve this.
Regards, Mohamad
