Heavy Sluggish Gameplay

i want to know why i have this horrendous gameplay on my account, i log into my friends account and play with same players and it works fine.. back to mine and cant do anything... players turn so slow like there stuck in mud etc.. i need ea to look into my account as its not a console problem as i have also played games on my sons console on my account and same problem but on his account works fine.. somethings going on... i literally have not been able to left stick dribble for 3 years now on my account.. starting to get really annoyed.. i just want to know whats causing this? i cant open a case as the website doesnt give me an option anymore just AI chat which is useless, i need someone to ea to look into my account..