Help, can't connect

Hi there, @Deeeco 

I'm not aware of any issues on our end that would prevent you from connecting. What console are you playing on? Also, have you tried contacting your ISP to see if they are noticing any issues?

@EA_Aljo It's Xbox series x chief. I have and they say no issues. I can also connect to mlb, FIFA, madden, the division, palworld, the division 2 and Forza which leads me to think it isn't an ISP issue.

What's weird is that it's been all week. It's like the game and my network don't get on. Being in the UK could it be anything to do with server allocation being a small market? I've hard reset everything and ran tests.

It's like it's the login server. Once I'm in, I have no issues. Played for 6 hours last night once I got in. Tonight though, I just can't get in. Anything to do with ea access and server traffic perhaps?

@Deeeco 

Try clearing the alternate MAC address with these steps:

1. Go to your Xbox Settings
2. Go to "Network", then "Advanced Network Settings"
3. Click on "Alternate MAC Address", and then click "Clear"

You can also try using alternate DNS settings. From the Xbox home screen, go to Settings > Network > Advanced settings > DNS settings > Manual. (If Settings doesn't appear on the home screen, select My Games & Apps, then Settings). From there, enter the Primary DNS as "208.67.222.222" and the Secondary DNS as "208.67.220.220". If that doesn't help, try using the google DNS servers which are: primary alt number 8.8.8.8 - secondary alt number 8.8.4.4.

It would still be good to contact your ISP. I understand other games work fine, but every game doesn't work the same way. You're also most likely going through different routing to the servers for each game. Let me know what happens with the above suggestions.

@EA_Aljo hey man thanks for taking the time to reply. I tried all of the above to no avail. I've reached out my isp who were helpful, they said there were no issues and ran a test down the line and said there wasn't any issues.

It's frustrating because this was my evening to finish champs 😔 it's still not letting me into the game. I've also checked ban history just in case and there's no infractions so it isn't that either

@Deeeco 

Thanks for letting me know. As a test, can you switch your connection to a mobile hotspot? I'd like to see if you have the same behavior on a totally different connection.

@EA_Aljo Wow, okay, so that's let me in. Next question is why... Because I can't really play champs on hotspot WiFi. In my internet it said it was running ipv4, I don't know if that has any relevance?

@Deeeco 

It could be an IPv issue then. On your Xbox, go to the network settings screen. You'll see what the IPv is there. If it says IPv6, switch to IPv4. Instructions for that can be found here. 

@EA_Aljo I can't change it, only ipv4 available to me. Still, it's worked for 6 months so I don't know why this week all of a sudden it's not working. Judging by the hotspot result is what we're saying that I just can't play NHL anymore? That something the isp has changed conflicts with how the game routes traffic? That's a bummer, I've put 500 hours in 😔

@Deeeco 

Since it's working on a completely different connection, the issue would be either with your ISP or network equipment. Try checking your router for a firmware update. You can also try clearing the personal saved data, but I'm not very optimistic that will help. It's worth a shot though. There is the risk of losing offline saves and changes to settings you've made. Normally, those download from the cloud, but I can't guarantee this.

1. Press the Guide button and then highlight the NHL 24 tile.
2. Hit the Menu button. It's the small one to the right of the Guide button with 3 horizontal lines on it.
3. Go to Manage game and add-ons > Saved data. Delete the file with your gamertag on it.

Let me know either of these make a difference or not.

@EA_Aljo I've already tried those funnily enough. You're right though, it's got to be a conflict with my isp. Many thanks for your help, I'll get back onto the isp and failing that call it a loss for NHL. It's difficult because what do I say, everything works except one game in my collection. Ah well, many thanks for taking the time to reply, it's much appreciated