Reposting this again to see if I can get any further help with this
So I have been having a nightmare on EA help the past couple of days. After the game being pixelated and not working after an update I was able at that point to speak to someone on live chat where they gave me two options to help sort my game out first was the clear the cache and the second was to do a safe reboot on a mac. Neither of them worked so the next day I was able to get onto live chat where I spoke to someone different and they persistently told me to get rid of my mods, before that I had done a test and took my mods out of the game and the issue still persisted and told this to the Livechat assistant but he told me they could still mess up the game. I then decided to end the chat with that person and get back on it again and get a second opinion. That time and since then I have been unable to get onto live chat at all, the only option they bring up is to send an email which an advisor will respond in 72 hours. I have had no other contact from them and I don't know what to do because in this moment in time my sims 4 game is unplayable as the pixelation makes the game lag and my computer freeze up/ I have also tried taking out the options file in origin which I read on the answers page and it still didn't work
The specs of my Mac
OS X El Capitan
Operating System - 10.11.6
Mac Model - iMac (Retina 5K, 27 inch, Late 2015)
Processor - 4 GHz Intel Core i7
Memory - 16 GB 1876 MHz DDR3
Graphics - AMD Radeon R9 M395 2048 MB
Additional information - Currently I have no mods installed in the game, have tried various methods from youtube, EA help and sims forums but nothing and lastly when i go to the contact section of EA I either get a blank page or get an email support page where I type my case out and send it then I get an email from EA customer experience to say there has been irregular activity on my account and to set up a call but the links they send just direct me back to either a blank page or a list of my cases on EA
Sorry but I have been dealing with this for weeks now and EA customer help is rubbish!
