Re: Losing games due to disconnecting, without even playing a snap

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.