Re: Cannot Connect to Servers to Play Madden 17

Yes, Xbox One.

I have been having this problem for 2+ weeks on PS4! Your website says they are working and your customer service team insists it is my internet but it isn't! This is the only game I have that doesn't work online!

@LTW_BROTATO 

Possibly, clearing the alternate MAC address will help. Try following these steps:

Go to your Xbox One Settings (Just press Start, then click Settings)
Go to "Network", then "Advanced Network Settings"
Click on "Alternate MAC Address", and then click "Clear"

Let me know what happens.

@BareassBabooN 

What troubleshooting have you been through so far?

Clearing the alternate MAC address seems too have had no effect.

@LTW_BROTATO 

It looks like the account you're posting with isn't the one you're trying to play Madden on. I'd like you to contact @EAHelp through Twitter or open a case with a live support advisor here: https://help.ea.com/en/contact-us/new/. You can also go to facebook.com/eahelphub to get in touch with support. Have them make sure there are no account issues that could be blocking your access to online play with Madden. Let me know what they say. Thanks!

Well, I went to the EA Help twitter account and talked with someone there, but because the email that is associated with the account is not active he couldn't provide me with information on my account. Then he suggested I go to the live support site, but when I click the button to select my contact it loads forever, and then I refresh and it tells me that they will fix it soon.

Hi this is LTW_BROTATO, I was able to login to the account connected to my madden game. Does this help you in any way.

I did the old turn off/turn on, unplug/plug in router, test connection (connection fine), rebuild database in Safe Mode, manually set DNS, conducted trace routing and path piping, and enabled port forwarding for the following:

TCP: 80, 443, 465, 983, 1935, 3478-3480, 5223, 10070-10080
UDP: 3074, 3478, 3479, 3658, 10070

It's not us, it's you! I just wanna play.

@charmike2013 

I'm not seeing any issues with this account. It's possible you may just need to reset the password of your EA account, but you can't do that if you don't have access to the email on the account. Can you contact an advisor again and go through account recovery? That way your account can be verified and changes can be made to it. It seems like your issue is account related so it's possible this could resolve it. You can open a case here.

@BareassBabooN 

Please try restoring your licenses with these instructions. Also, it would be good to rebuild the database with the steps here.

@EA_Aljo I am using a disc so I don't have downloaded content. Also, I have already rebuilt the database.

@BareassBabooN 

I understand, but can you try restoring the licenses anyway and let me know if it helps?

There is an option in Madden 17 to update email/ password would that not work?

@EA_Aljo Sorry should have clarified. Yes I tried that and it also did not work.

@charmike2013 

You'll need access to the email on the account in order to update the password.

Ah ok, I try the live support then.

@BareassBabooN 

Can you also try updating the password for your EA account?

@charmike2013 

Sounds good. Let me know what happens. Thank you.

@EA_Aljo How do I do update the password?

@BareassBabooN 

You can change your password at www.origin.com. Try to log in there and you should see the option for resetting the password.

@EA_Aljo Just reset the password, and it is still not working.

@BareassBabooN 

Do you have another PSN ID you can try? That would help narrow this down to an account issue.

I was successful in changing the Email and password to my account, but it seems to have not worked.