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KxNgDeLaNo's avatar
KxNgDeLaNo
5 years ago

Losing games due to disconnecting, without even playing a snap

I'm wondering why I keep getting disconnected from Madden 21 online before the game even starts? My internet is working just fine, this disconnect is giving me losses during Weekend League and H2H Se...
EA_Aljo's avatar
EA_Aljo
Icon for Community Manager rankCommunity Manager
5 years ago

@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.

kasl33's avatar
kasl33
5 years ago

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

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @kasl33 

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

  • kasl33's avatar
    kasl33
    5 years ago
    @EA_Aljo Can we please get engineers on this? Its not helping anything unless somebody checks. EA has a track record of bugs with Madden and usually they begin with updates from what i have seen.

    I could always call EA corporate directly and bypass this forum if needed.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @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.

  • kasl33's avatar
    kasl33
    5 years ago

    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.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @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.

  • kasl33's avatar
    kasl33
    5 years ago

    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.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @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.

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