Losing games due to disconnecting, without even playing a snap

@kasl33 

Can you run the UO Trace again to see if you're still getting the same results?

I do still see the routing failure at level3.net. I can't figure out how to contact them, but am waiting for Xfinity to respond to my question. Hopefully somebody knows who to contact about the bad route.

@kasl33 

I'm not sure you'll be able to contact Level3. This is something your ISP would need to handle most likely.

I received a response from a Comcast expert in the Xfinity forums. The expert reports the following:

"Actually, it is not a routing failure. That last IP address (hop #8 in the first trace output) belongs to the gaming host *Electronic Arts* so your packets are reaching them but your IP address is being blocked internally by them for some reason. You need to contact the host about this."

@EA_Aljo do you know whom to contact for this one? 

@kasl33 

We're not blocking your IP address. You're also dropping before you reach our servers. That was happening in hop 6 of your test.

I guess that makes sense when I go back and look at the traceroute. It's a Portland area Level3 router. 

I'm also discussing this at for my own reference or anybody else who ends up troubleshooting this: https://forums.xfinity.com/t5/Your-Home-Network/Gaming-network-problems/m-p/3395343/highlight/false#M339705

Feel free to edit out the link if needed.

Right now I'm home with a power outage, and am using my hot spot on my iPhone. Thought I'd run a few more tests to see how it works out. I'm on Xfinity Mobile which uses Verizon's network:

$ sudo tcptraceroute easo.ea.com 443
Selected device en0, address 172.20.10.3, port 63468 for outgoing packets
Tracing the path to easo.ea.com (159.153.64.173) on TCP port 443 (https), 30 hops max
1 172.20.10.1 3.205 ms 1.700 ms 2.549 ms
2 162.sub-69-83-242.myvzw.com (69.83.242.162) 57.459 ms 39.128 ms 31.262 ms
3 * * *
4 70.sub-69-83-158.myvzw.com (69.83.158.70) 53.518 ms 19.354 ms 37.066 ms
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *

$ traceroute easo.ea.com
traceroute to easo.ea.com (159.153.64.173), 64 hops max, 52 byte packets
1 172.20.10.1 (172.20.10.1) 2.011 ms 1.772 ms 1.785 ms
2 162.sub-69-83-242.myvzw.com (69.83.242.162) 29.902 ms 43.357 ms 34.291 ms
3 * * *
4 70.sub-69-83-158.myvzw.com (69.83.158.70) 55.489 ms 31.221 ms 30.372 ms
5 * * *
6 88.sub-69-83-158.myvzw.com (69.83.158.88) 59.982 ms 29.624 ms 48.226 ms
7 102.sub-69-83-144.myvzw.com (69.83.144.102) 51.929 ms 28.734 ms 41.011 ms
8 103.sub-69-83-144.myvzw.com (69.83.144.103) 30.867 ms 49.720 ms 60.813 ms
9 0.ae1.br3.sea1.alter.net (140.222.0.239) 39.563 ms 49.923 ms
0.ae2.br3.sea1.alter.net (140.222.0.241) 53.172 ms
10 xe-2-2-0.mpr2.sea1.us.zip.zayo.com (64.125.12.17) 62.334 ms 44.232 ms 80.773 ms
11 ae27.cs2.sea1.us.eth.zayo.com (64.125.29.2) 116.754 ms 118.000 ms 108.737 ms
12 * * *
13 ae3.cs2.lga5.us.eth.zayo.com (64.125.29.212) 118.236 ms 108.625 ms 113.665 ms
14 * * *
15 ae1.er2.iad10.us.zip.zayo.com (64.125.25.165) 98.869 ms 130.334 ms 115.351 ms
16 64.125.199.190.t00673-02.above.net (64.125.199.190) 107.348 ms 107.161 ms 126.077 ms
17 159.153.92.98 (159.153.92.98) 116.294 ms 129.023 ms 102.235 ms
18 * * *
19 * * *
20 * * *
21 * * *

Any ideas why I would have the same issue from my Xfinity network and also my iPhone network with tethered? 

Level3 is the Internet backbone... it routes traffic and move data for the entire internet. I don't think it would block connectivity to EA servers.

@EA_Aljo how to we engage EA network engineers to look into this? It really is important they check on this as it could be a key to this troubleshooting effort.

Thanks

@kasl33 

This isn't an issue on our end as the problems are happening before you reach our servers. You're on a different network when your phone is used as a hot spot. You'll be routed through different servers then. The test on a Mac isn't as thorough as on a PC. If you had a PC, that would greatly help.

I don't have a PC. Do you happen to know where I can get support from EA for this issue?

Thanks

@kasl33 

According to your tests, the problem is occurring before you reach our servers. It's not something we can help with since it's not happening on our servers.

EA servers are unaccessible. I am a customer. 

If I was EA, I would be in the business of getting and keeping customers, not giving up, telling them they're wrong, and not offering any solution.

@kasl33 

This is something happening on servers we don't have control over. It's like saying you're trying to make a phone call to a friend, but the phone lines are down. It's not your friend's responsibility to fix it. That would be up to the phone company.

How about this? I still have the issue despite routing working to port 443 just fine (hop 6 is Level3 backbone that does not provide response, but does route):

$ sudo tcptraceroute easo.ea.com 443
Selected device en0, address 10.0.0.83, port 51531 for outgoing packets
Tracing the path to easo.ea.com (159.153.64.173) on TCP port 443 (https), 30 hops max
1 10.0.0.1 111.001 ms 2.217 ms 2.167 ms
2 96.120.60.89 9.659 ms 11.207 ms 4.882 ms
3 ae-258-1342-rur202.troutdale.or.bverton.comcast.net (162.151.214.137) 10.387 ms 5.175 ms 11.775 ms
4 ae-56-ar01.troutdale.or.bverton.comcast.net (68.87.222.249) 6.958 ms 13.209 ms 8.643 ms
5 ae-2.bar2.portland1.level3.net (4.68.62.201) 11.993 ms 16.082 ms 11.616 ms
6 * * *
7 4.79.23.202 94.838 ms 305.105 ms 95.144 ms
8 159.153.92.10 92.683 ms 100.443 ms 234.626 ms
9 159.153.92.94 158.327 ms 148.391 ms 90.185 ms
10 dragonage.gos.ea.com (159.153.64.173) [open] 92.525 ms 94.328 ms 91.203 ms

Did a timeout in the game get changed when Superstar KO got updated to be play until die? That's when all this issue started happening.

https://www.dslreports.com/faq/14068

@kasl33 

The only changes that were made are the ones mentioned in the patch notes.

@kasl33 

This is not an issue on our end. Your test is showing the problem is before you hit our servers. That's not something we can fix as we don't control those servers. I'm very sorry if there's any confusion here.

I think it's best to ignore the tests I posted from my mobile phone network. The tests from my home network are all consistent, show EA as the routing failure. As Xfinity and Level3 both explained, the *** after level3 is not an issue, and you can clearly see the traffic makes it to the EA servers on the 159 network.

help.ea.com is broken too. https://help.ea.com/en/contact-us/?product=madden-nfl-21&platform=ps4&category=technical-support&issue=connectivity and try to contact support. The website says "Somebody call technical support" which is what I am trying to do when I go to that site. 

@kasl33 

I'm talking about the test from the network you play on. Not the one from your phone.

Try opening a case here. Use a Chrome browser in incognito mode.

I tried in incognito mode in chrome, tried to use chat support, but the message says, "we would like to talk to you. please call us". It gives hours of avialibiliyt, but no phone number.

Next, I tried requesting a call. I am logged in, filled out the form correctly, and the form says there is an authentication error. I logged out and in again, and same result. 

EA is striking out over and over and over.

@kasl33 

I can see you have 2 cases currently in our system that you opened today. A chat advisor should be contacting you. Another option is to contact an advisor through Twitter (@EAHelp) or Facebook (facebook.com/eahelphub) and have them put in a request for a callback.