Community ManagerApologies for that. I see you already tried alternate DNS settings. Are you using the HDMI cable that came with your PS5? Also, is there a difference when plugging in your controller?
Did you try the alternate DNS settings I mentioned previously?
Do you have those PingPlotter results still? If so, can you get me a screenshot of them?
I do…is there a way to direct message you so I don’t post any private info on the public forum? Thanks
@EA_Aljo yes i have tried changing DNS settings, tried wireless/wired connection, rebooted router/modem, tried playing on a monitor instead of a tv but the input delay still happens no matter what. I think you need to accept that the issue is on EA's end with netcode,routing, servers, etc. with the amount of people that have complained about this issue throughout the years. I actually first noticed it on NHL 15 with PS4 and has been a problem ever since. I've seen many posts on EA forums about input delay in NHL so i really don't think that the issue is on the customer's end. Especially since this ONLY happens with this game.....every other game i play online on my PS5 or PC is fine....so please pass this message along to the appropriate personnel on EA's end so they can fix it.
Like i said, i'm happy to provide PSN ID info or anything else that would be required so they can see what is happening to my connection and what is causing the input delay.
@EA_Aljo check dm…please let me know if you got it. Thanks
NHL 15 on PS4 and Xbox One were the first occurrences of all these issues for me as well. I can show a screen capture of my PingPlotter results as well.
Are you losing packets at the end of the route like I am?
Community ManagerThanks for all the details. Are you using the HDMI cable that came with your console?
We're not aware of anything on our end that would be causing input lag as the vast majority of people are playing without this issue. If we find anything that may be causing this, we'll make an announcement.
I sent you the pingplotter that shows the exact ip addresses that are losing packets and they are on the aws side…hops 11,12 and 13. Those cannot be on my isp’s end….The data doesn’t lie. Please look into these addresses and let me know. I sent you a dm with the pingplotter.
@Fredbooger wrote:Are you losing packets at the end of the route like I am?
I have usually 35-40 total hops in my route. The first 10-15 hops all creep up slowly to the mid-upper 20s. It then jumps up to the mid 50s in a single hop. After that it will stay in the mid-upper 50s for the remainder of the route. I have a high number of hops registering a 100% packet loss, but I have been told that is normal for some hops.
Apparently 100% packet loss is the server not giving the information so that’s not considered a problem. Going up to 50ms IS concerning though. My problem is I have my 11th hop is like 29%loss then 12 is like 70% loss and 13 is like 74%…those are definite problems that Amazon web servers that ea pays money to use are causing. I wonder with the lack of response from them that we are more knowledgeable about this than they are? I’m by no means trying to get rude here but some sort of feedback would be appreciated. I feel like I’m being ignored like a child although I’m an adult WITH children 😕
Here's what my graph looks like
You have a lot of hops, is there a server closer to you? You’re definitely getting worse ms ping the further you get down the line but the good news no real packet loss. Mine is a different story…way less hops which is probably because I’m closer to the server but the packet loss is unacceptable and it’s ea’s servers. Look at mine. I blacked out my IP address at the top btw.
@Fredbooger wrote:You have a lot of hops, is there a server closer to you? You’re definitely getting worse ms ping the further you get down the line but the good news no real packet loss. Mine is a different story…way less hops which is probably because I’m closer to the server but the packet loss is unacceptable and it’s ea’s servers. Look at mine. I blacked out my IP address at the top btw.
From what I can tell by my router showing me the rough location, the server I connect to is in Ohio maybe. I live in Michigan, so it seems like a short distance compared to a lot of people. Also, when I see the earlier hops they "appear" to go through Wisconsin and Minnesota on Charter Spectrum's network before hopping on "another road" as it makes a hard East towards Ohio. I don't have a way to visualize the "road map" though, so I'm only speculating based on IP addresses and names. The route does NOT seems very logical to me though.
I don't believe there is a closer server, but once in a blue moon I end up on one in Central-Western Canada that looks like Manitoba or Saskatchewan, and that one has even more final latency, but not by a lot more.
@EA_Aljo are we still working on this issue? I sent you my pingplotter and haven’t heard back?
Community ManagerThis isn't being investigated on our side. So far, the PingPlotter results are showing the issue is occurring before our servers. Should we notice anything different, we'll provide an update.
yes I have. I have done that and every possible scenario on my end including getting another Internet provider. Did you see my ping plotter? It’s definitely issues on the Amazon web server side which is the Ea side. Please look at the pingplotter and get back to me on your thoughts. I’m very frustrated with the lack of acknowledgment that it could be on your end .I’ve spent hundreds of dollars on ultimate team and cannot play.
Community ManagerI can't confirm those are our servers. Regardless, I've passed these details on and if we see any issues, we'll provide an update. When compared to the rest of the community, we're getting a very small amount of reports about this and aren't aware of any issues that would cause it.
If you check the ip addresses of the 3 hops that have packet loss they are aws servers which are “your” servers…maybe not the final server but still your responsibility. I have swapped out everything on my end including my Xbox, monitor and controller along with my Internet, lab cable and even plugged in my controller. It’s virtually impossible that this could be on my side. See attached photo.
@EA_Aljo wrote:I can't confirm those are our servers. Regardless, I've passed these details on and if we see any issues, we'll provide an update. When compared to the rest of the community, we're getting a very small amount of reports about this and aren't aware of any issues that would cause it.
You know, he isn't the only one with these problems. I have ALSO upload a PingPlotter graph documenting what my route looks like. Unlike the other guy I don't have the option of another ISP here, so I have what I have and that's that.
So an honest question...if I have done everything here to maximize my internet connection to the point of OCD, and also had numerous Spectrum "techs" (as they call them) here to change out wires and "investigate" the problem (with no problems found) but still have nothing but problems online with ONLY this game, and people at EA claim that their servers aren't the problem, what do I do to get the game to work here? Also, if I want a refund for this game and my retailer refuses returns for opened games (very standard policy), but the game doesn't work online for me, and no solution is available to make it work, then how do I get a refund?
Thanks for the reply. I understand you’re only getting a very small amount of complaints like this but the fact of the matter is there are still multiple people experiencing an issue. A bunch of people on Twitch streams are mentioning it as well but aren’t reaching out because they’re not sure where to go or are expecting it to resolve itself. I own a business and even if there is a small percentage of people unhappy I make sure that I do what I can to retain my customers. All I’m asking for is the people that are more familiar with IT look into this because there are more people experiencing the issue than you know. So that very few that you mention could be a lot more than your aware of.
Community ManagerWhen there's a widespread issue, we hear about it immediately from a ton of people. This isn't one of those cases, but that doesn't mean there's no issue here. Currently, we're not aware of any but will make an announcement if any problems are discovered.
There are literally numerous posts about this input delay issue going to back into NHL 18 forums...NHL 19 forums....NHL 20 forums....NHL 21 forums...
There is 10000% something going on on the EA server/networking end of things..and someone on this forum has even narrowed it down for you (the AWS). Myself and everyone here has done everything in their power to fix it on their end and still the input delay happens, otherwise we wouldn't be here complaining about it.
And yes I am using the hdmi cable that came with the console...I have tried other hdmi cables too...no difference...The issue lies on EA's end, please figure it out. It's pretty comical that in the year 2021, a game can't run properly online like this
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